Frequently Asked Questions

There may be several reasons for this issue:

• The deposit button is inactive. If the deposit button doesn’t respond or is greyed out, please try clearing your browser’s cookies and cache. You can find step-by-step instructions for your phone or browser by searching in Google:“How to clear cookies and cache on [your device/browser name]”.
• You may have created more than one account. If you’ve registered multiple accounts — especially if you’ve already made a deposit on a duplicate — please contact our support team.We will help you close the duplicate accounts and ensure everything is in order on your main profile.
• Payment issue. Please make sure that:
  • You entered the correct payment details
  • You confirmed the transaction in your online banking (e.g. via SMS or code in the app)
  • Your account has no payment limits or restrictions

Please do not worry — your funds are safe.Before reaching out, please make sure that:

• The funds were successfully debited from your account
• All payment details were entered correctly
• You confirmed the transaction in your online banking (usually via an SMS or app code)

If the transaction status is Pending, please allow some more time for it to process.If the transaction was Declined, we recommend requesting a bank statement for the current period and sending it to our support team for further assistance.In most cases, deposits are credited much faster — often within minutes. However, due to bank processing times, a transaction may take up to 7 business days to complete.If after 7 days the funds have not been credited to your account, please contact us.

To request a withdrawal, simply go to your Profile page, open the “Wallet” tab, and navigate to the “Withdrawal” section.Choose your preferred withdrawal method, fill in all the required fields with accurate information, and confirm the request.

Important:Before submitting a withdrawal request, please make sure you don’t have any active bonuses on your account.

If a bonus is active, you’ll need to either:

• Complete the wagering requirements, or
• Cancel the bonus — but please note: cancelling the bonus will result in losing all bonus funds, including any winnings made from those funds.

Once all requirements are met, you can go directly to the withdrawal page

The total time it takes for funds to reach your account may vary depending on the withdrawal method you choose and the processing times of the payment provider.

• From the Casino’s side:our payment department processes all withdrawal requests within 1 hour. In rare cases — for example, during high traffic periods or if additional verification is required — processing may take up to 24 hours.
• From the payment system’s side:After the withdrawal is approved by us, the actual transfer time depends on your chosen payment method and the provider’s internal processing.

This can take anywhere from a few minutes to 5 business days. We kindly ask for your patience, especially when using bank cards or methods with longer processing times. If your transaction is delayed beyond this window, feel free to contact us.

Your withdrawal may have been cancelled for one of the following reasons:

• Verification not completedBefore processing a withdrawal, we may require identity verification in accordance with our security and anti-fraud policies. Please make sure you have submitted the necessary documents in your profile. If verification is required, you will receive an email with detailed instructions.
• Wagering requirements not metIf you have received a bonus, you must complete the full wagering requirements before funds become available for withdrawal.Please check your bonus history and make sure all conditions have been fulfilled. If not, the withdrawal may be cancelled automatically.Additionally, as part of our anti-money laundering policy, all deposits must be wagered at least x1 before withdrawal is permitted — even if no bonus was used.This means you need to place bets for an amount equal to your deposit. If this condition is not met, the Casino may cancel the withdrawal request.
• Bank/card restrictionsYour bank may have limits in place or may not accept transactions from online gaming platforms. We recommend checking with your bank to ensure withdrawals are permitted. You may also try a different withdrawal method.

Check your email. In all cases, a detailed message was sent to your registered email address, explaining the reason for cancellation and what steps to take next.

No access to your registered email? If you no longer have access to the email you used when registering, please contact our support team so we can assist you in updating your account details

You have an active bonus. In order for the balance to be available for withdrawal, you should either win back the bonus or cancel it. However, remember that if you cancel the bonus, you will lose the money that you have already won using the bonus.

Wager - it's the specific bonus requirement. Almost all bonuses have a wager. When you wagering your bonus, all your bets will be added together until the required wager amount is met. You can always check your active bonuses, bonus wager and which sum you already wagered for the bonus via your profile in the "promo" tab. If you want to know the details of your bonus, you need to go to your profile page, go to the bonuses tab and click on your active bonus if you have one, and you will see all the details about the bonus, including what the wager was on it, how much you have already played and how much you have left. Also, on this tab, in addition to active bonuses, you can see a button to view the history of your bonuses. Try your luck and it will definitely smile at you!

At the moment, we do not offer a sign-up bonus. However, we have a variety of other exciting promotions available for both new and active players:

• A generous first deposit bonus
• Weekly and seasonal promotions
• Cashback offers and more

You can explore all current promotions via the Bonuses tab in your profile or directly on our Promotions Page.

Don’t miss our monthly tournament! All players are welcome to participate and compete for exclusive prizes.

When you have an active bonus in your account (for example, bonus for the first deposit), you may encounter some restrictions or error messages in the slot. For most bonuses, there are certain rules to use them, which you can read here: Bonus terms and conditions. For example, when you have an active bonus, you are limited to the maximum bet according to the terms of the bonus. Also, some slots have a restriction on active bonuses. You need to play your bonus on some other slots (which don't have the restriction on bonuses) and then you will be able to play on any slots (including slots which have the restriction on bonuses).

If your bonus wasn’t credited after making a deposit, there could be a few common reasons. Please review the following checklist before reaching out to support.Possible reasons:

• Multiple accounts detected.According to our Terms of Service, each player is allowed only one account. If multiple accounts are found, bonus eligibility is automatically disabled.
• Bonus option not enabled at deposit.To receive a deposit bonus, the “Use Bonus” switch must be activated before confirming your payment. If this step is skipped, the bonus won’t be applied.
• Deposit below the minimum threshold.Every bonus has a minimum deposit requirement. If your deposit is below the required amount, the bonus won’t be triggered. Make sure to check the terms of the promotion before depositing.
• Still didn’t get the bonus?If none of the above applies to your situation, feel free to reach out — we’ll be happy to assist:

Wager - it's the specific bonus requirement. Almost all bonuses have a wager. When you wagering your bonus, all your bets will be added together until the required wager amount is met. You can always check your active bonuses, bonus wager and which sum you already wagered for the bonus via your profile in the "promo" tab. If you want to know the details of your bonus, you need to go to your profile page, go to the bonuses tab and click on your active bonus if you have one, and you will see all the details about the bonus, including what the wager was on it, how much you have already played and how much you have left. Also, on this tab, in addition to active bonuses, you can see a button to view the history of your bonuses. Try your luck and it will definitely smile at you! If you’re still having trouble, don’t hesitate to reach out.

On our platform, cashback rewards are available as part of our VIP program. As you move up through the VIP levels, your cashback percentage increases — rewarding your loyalty and activity. How to qualify:

• You must play slot games
• Crash games do not count toward cashback
• Cashback is calculated based on your net loss over a specific time period
• The higher your VIP level, the greater the cashback percentage

You can read full cashback terms and eligibility criteria here: Bonus Terms and Conpitions

In order to see which slot you were given free spins for, you need to go to your profile page in the promo tab and there you will see that you have free spins (if you have them). Here you can activate them if you haven't done it before. If you click on these free spins, you will be presented with detailed information about them, as well as the slot(s) on which they were awarded to you. You can go directly to this slot by clicking on it in the open window.

You сan activate free spins in your profile in the Promo section within 24 hours from the moment of accrual. Or you can follow the linkFree spins must be played within one days, otherwise they will expire.

There may be several reasons for not receiving free spins:

• You have created several accounts on our website
• You have cancelled the cash bonus from the Welcome Bonus package
• You have not activated free spins on time (this must be done within 24 hours from the moment they are credited)
• You have not enabled the bonus use button when making a deposit

We use the best and most innovative technologies, 128-bit Secure Socket Layer encryption and PGP protocol included, to ensure safe and secure data transfer.

Email address:Email address: Unfortunately, it is not possible to change the email address used during registration. This is a security measure to protect your account.

Other profile details:If you need to update personal information (such as your name, address, or phone number), please send a request from your registered email to our support team, including your current details.

You can feel free to deposit, play and withdraw funds without verifying your account. Account verification may be requested by our payment team in individual cases. You will receive an email from our payment team requesting documents for verification to the email address you entered during registration. You can send the documents in response to this email or upload them in your Profile. To upload the required documents, go to your personal profile and click on the Documents tab. Please mind that the file size should not exceed 2MB. Accepted file formats are pdf, gif, jpeg, jpg, bmp, png and tif. Once the documents are uploaded, please wait until we check them and notify you about status of your documents and account verification.

Verification of documents occurs within 24 hours from the moment of data upload. After that, each document acquires a final status. The player is considered verified if all documents have been approved and the phone number has been confirmed. All necessary clarifications are sent to your email. If you used an email to which you do not have access, write to us at [email protected]

If you have not received a code to confirm your phone number, please write to us: [email protected] or our Telegram: @RaceUpSupport

If you have uploaded documents, wait for them to be verified, which takes up to 24 hours. In order to be verified and receive your withdrawal, all documents must be accepted by our security department. If you have simply uploaded documents, but the verification has not yet passed, this is not enough to speed up the payment. Wait for the verification results. If there is something wrong with the documents, you will receive a detailed letter by email.

You can check the verification status and acceptance of documents in your Profile in the Verification section

Next to the uploaded document there will be:

• green dot - everything is fine, your document has been accepted
• yellow - the document is still being verified and has not acquired the final status
• red - the document has not passed verification, you have been sent a letter with the reason for the rejection
• Next to the red dot there is a circle with an i, if you click on it, you will see all the information about what is wrong with the document.

At Race UP we hold fair gaming to the highest standards and provide to our players only the best fair and responsible gaming providers. Apart from that, all games hold necessary Random Number Generation certificates.

Each slot game on our platform includes an information section (often marked with an “i” icon) where you’ll find key details such as

• Game rules
• Paylines and symbols
• Bonus features
• RTP (Return to Player)

If you need further clarification or strategy tips, you’re welcome to search externally (e.g., on Google) — many games have detailed guides and player communities online.

If the game freezes while you are playing, your latest game round may stay unfinished. However, in such cases it is usually played on the server and the winnings, if any, are added to your balance.

To begin with, let's try the most frequent options for solving the problem: 1)First, check your Internet connection because you might have lost it. 2)Second, please clear your browser cache and cookies, restart the browser and try again. In case it still does not work, please contact our Support team via chat or write an email to [email protected] and we will be glad to help you.

If you forgot your password you can get a new password immediately using the forgot password page. If you run into any issues our super friendly 24/7 support staff will help you in real time via chat - the blue icon at the bottom right of this page will open chat - or email at [email protected]

If you wish to take a break or stop playing, you can block your account at any time through our Responsible Gambling tools. Here’s how to do it:

• Visit the Limits and Self-Exclusion page in your profile
• Choose the self-exclusion or account block option that suits your needs. Alternatively, you can contact our support team and request account closure directly via [email protected]

Sure. You can set any limits for your profile, for example, Cooling-off for any period you choose. To do this, you need to write to our Customer Support Team by email to [email protected] with a request to create a limit or a request to remove access to your account. If you want to know more about it, you can ask any questions via chat. We work 24/7 for you and will sort everything out as fast as possible.

If you’ve noticed a reduction in your balance, it’s most likely due to an expired bonus.Here’s what may have happened:

• You activated a bonus but didn’t meet the wagering requirements within the time limit
• As a result, the bonus and any associated winnings were removed from your account, as stated in the bonus terms.

We recommend regularly checking your active bonuses and their expiration time in the Promo section of your profile to avoid surprises.