Frequently Asked Questions (FAQ)

1. Registration and Account

How do I register on the website?

Register at Million Casino with just one click!

1.    Click the "Register" button (bright red button).
2.    Enter your valid email address (make sure it's spelled correctly).
3.    Enter your password and confirm it.
4.    Confirm by ticking the checkboxes that you have read the Terms of Use and agree to receive promotional messages from us, then click the button.

Do I need to verify my identity (KYC)?

Yes, the verification process (KYC procedure) is mandatory both from the point of view of legal relations and is important for you as a client. By verifying your account immediately after registration, you unlock the full arsenal of advantages, bonuses, and conveniences.

Important elements and steps of verification:

Specify your CNP (Personal Numeric Code) in your Profile (ensure all digits are correct and match your ID card).
Identity Verification (KYC) - the verification program opens immediately after registration. There are several steps you need to complete in sequence:

Accept the Rules and Conditions of the identity verification program.
ID Card Check. In this step, you have 2 options: upload the document from your device's gallery or take a picture in real-time. Important: Provide/take a high-quality photo without glare or shadows – all data on the ID card must be clearly visible.
Facial Check. Important! Before taking a selfie, a pop-up window may appear requesting permission for the browser to access your photo/video/audio – you must allow/confirm this permission; otherwise, the browser will not let you take a selfie. If everything is correct, a window for the selfie will open (a circle with a blue frame) – here you need to place your face in the center of the circle and press the "Next" button (the circle will turn green). Then, another circle for a selfie will open (with blue frames) where you need to perform a specific action indicated in the interface, e.g., turn your head left/right (the frames should turn green).

Finally, by clicking the "Submit" button, the system automatically checks your data and, if everything is in order, verifies you immediately. If you encounter an error at any of these stages or if your account remains unverified after completing the steps, please email our specialists about the problem at [email protected].

After this, we recommend filling out the remaining data in your account and confirming your email and phone number.

I forgot my password — what should I do?

You can recover your password using the email address associated with your account.

On the website page, click "Login" and below that — the "Reset Password" button or click this link: https://million.ro/users/password/new?locale=ro.
Correctly enter the email address that was used for your account.
An email with a password reset link will be sent to this address.
Click the link in the email, and you will be prompted to create and save a new password.

Important!

If you do not receive the email within 5 minutes, check your Spam and Promotions folders.
If you do not remember which email you used for your account, please contact our specialists at [email protected], requesting this information and обязательно (mandatorily) providing your CNP in the email. Important! Additional data/documents may be requested for your identification.

Can I have multiple accounts?

No, having multiple accounts on the website is prohibited. If the system identifies multiple accounts, your account may be blocked.

Important! According to the Website's Rules and Conditions, the system may consider it "having multiple accounts" and block bonus offers if you used one device/IP/Browser for playing/authorization/registration. Be careful and use only your own devices/browser accounts for registration/authorization and play.

How to confirm / change email and phone number?

Email:

To change the email address in your account, go to the "Profile" — "My Data" section. Click the pencil icon next to your email address.
An email confirming the email address change will be sent to your current address.
Open the email and follow the link. After that, you will be able to specify a new email address and confirm it.

Important! If you no longer have access to your current email to confirm the change, please send an email to [email protected] describing this situation, attach a selfie of you holding your ID card, and specify the new email address you want to confirm.

Phone Number Confirmation:

Go to the "Profile" — "My Data" section.
Enter your mobile phone number in international format (+40) and click "Confirm".
A short code will be sent to the specified number, which you must enter in the code input field.

Important!

Only numbers from Romania can be confirmed.
If the code does not arrive within 5 minutes, check for a stable connection with your operator's network and ensure the signal is good at your location.

Very Important!

Enter only your personal phone number (not relatives', friends', or acquaintances')!

It is important that your phone number belongs to you and is confirmed. Without confirming the number, your account will not be considered fully verified, and some account functions may be unavailable.

Changing Phone Number:

Go to the "Profile" — "My Data" section. Click the pencil icon next to your current phone number.
You will then need to receive a short code on your old phone number and enter it in the code input field (to confirm that you are changing your phone number).
After entering the code, you can enter a new phone number and confirm it by following the instructions above.

2. Deposits and Withdrawals

What deposit methods are available?

The following deposit methods are available on the Million Casino platform:

Visa and Mastercard bank cards
OKTO.Cash (cash payment via terminals or QR code)
Paysafecard (top-up via PIN codes purchased only in Romania)
Apple / Google Pay

Is there a minimum deposit?

Yes. There is a minimum deposit amount for each method:

Visa / Mastercard - 20 RON
OKTO.Cash - 50 RON
Paysafecard - 20 RON
Apple / Google Pay - 20 RON

Maximum amounts vary by method:

Visa, Mastercard, Apple / Google Pay, and Paysafecard — up to 50,000 RON
OKTO.Cash — up to 4,500 RON

How do I withdraw my winnings?

Go to the "Cashier" via the Profile icon (usually top right).
Select "Withdraw Funds".
Choose the payment method / card you want to receive the payout to.
Specify the amount to withdraw (from 100 RON to 50,000 RON).

Important! Withdrawal is only possible from funds available in your real balance (bonus funds may have separate wagering requirements).

How long does a withdrawal take?

Million Casino processes withdrawal requests from 5 minutes to 24 hours after submission.

In individual cases, during additional checks, the waiting time can be up to 2–3 business days.

Important! After creating a withdrawal request, the funds do not disappear from your balance! The amount will remain displayed on your balance until the payout is processed. If you made a withdrawal request and decided to continue playing and used funds from the balance, and the balance dropped below the requested withdrawal amount – the withdrawal will be automatically canceled. Even if you played, dropped below the requested withdrawal amount, and later returned to the requested amount or higher – your withdrawal will still be canceled at the moment you dropped the balance below the requested amount.

Are there any fees for deposits or withdrawals?

Deposit:
The casino does not charge any fees — the operator does not impose additional charges. However, a gambling tax (CDA) of 2% of your deposit amount is withheld and directed to the state budget.

Important! Consider this when depositing, especially if you want a specific amount in your balance (e.g., deposit 22 RON if you want 20 RON in your balance).

Withdrawal:
Million does not charge any fees, except for standard ones stipulated by legislation.

Tax rates on withdrawal:

Up to 10,000 RON (inclusive): 4%
From 10,001 RON to 66,750 RON: fixed 400 RON + 20% of the amount exceeding 10,000 RON
Over 66,750 RON: 11,750 RON + 40% of the excess amount.

Please note: the maximum withdrawal amount per request is 50,000 RON, so the first two thresholds are most commonly applicable.

Why was my withdrawal declined?

The most common reasons why your withdrawal may be canceled:

After you requested a withdrawal, you continued playing, and your balance dropped below the requested withdrawal amount (even if you played, dropped below the amount, then won, and your balance increased – the withdrawal will still be automatically canceled).
Incomplete verification of your account and/or bank cards. Check for unverified cards here https://million.ro/account/user_bank_cards?locale=ro
Restrictions on receiving payments from your bank (daily/monthly/overall limits) and other bank-related reasons – in this case, contact your bank's support service for details.

3. Games and Software

What games are available on the site?

Million Casino offers over 1000 games, and the number is constantly growing. Among them:

Slots — classic and modern with many features: Megaways, duplicated symbols, Wilds, free spins, bonus buys ("special"), and much more.
Land-based slot simulations — beloved titles like Shining Crown, Burning Hot, Sizzling Hot Deluxe, Book of Ra, etc.
Table games — roulette, blackjack, baccarat, Hold'em, video poker.
Crash games (e.g., Aviator and others from Spribe) — dynamic rounds with high risk and profit potential.
Exclusive games from Million — unique slots (with themes: fruits, animals, Egypt) available only on this platform.
Jackpot games (Jackpot Cards from EGT) — slots with progressive and fixed jackpots, offering the chance to win substantial sums.

Are there free (demo) versions of the games?

Yes! Almost all games are available in demo version:

Each game has a "Demo" button, allowing you to play with virtual credits risk-free.
This includes slots, table games, and crash games.
Demos allow you to practice and test game mechanics before betting real money.

How do I choose or find a slot or game?

To search for any game, use the search field with the magnifying glass icon.

Convenient filters are also available in the main menu: Popular, New, Hot, Land-based Games, Jackpot Cards, Games from specific providers, etc.

Exclusive Million slots can be found using the Million filter.

If you want new releases — switch to the New Games section.

What is Live Casino and how does it work?

Live Casino offers games with real dealers in real-time (via video stream).

Roulette and blackjack are available, broadcast from special studios. The dealers are professionals.

Features:

High-definition video, chat for communication with the dealer and other players.
A virtual gaming area where you can place chips as in an offline casino.
Live statistics (e.g., roulette history).
The atmosphere is as close as possible to a real establishment.

Why might a game not start?

If a game does not start, possible reasons and solutions:

Browser or device:

Use a browser, preferably updated to the latest version (e.g., Chrome, Firefox).
Ensure the site is not blocked by extensions.

Internet connection stability:

A connection via Wi-Fi or reliable mobile internet is recommended.

Technical limitations:

The game might be temporarily unavailable (e.g., due to updates).
Try refreshing the page, logging out and back into your account.

Regional availability:

Check if the game is indeed permitted in the jurisdiction of the country you are in.

Important! Million is not responsible for the functionality of games if you are outside Romania!

4. Bonuses and Promotions

How do I get the account verification bonus after registration?

After registering and verifying your account, you gain access to 4 no-deposit bonuses, from which you can choose only one:

400 free spins on Gold of Ra (0.10 RON per spin),
40 free spins on Rulers of Egypt (1 RON per spin),
75 free spins on Shining Crown (0.20 RON per spin),
Bonus game on Hot Fruits (0.60 RON per round).

Bonuses are available for 168 hours after being credited to your account.

How to get an additional no-deposit bonus?

At Million, this possibility exists, and not just one! Here are possible ways to get an additional no-deposit bonus

No-deposit bonuses in the "Wheel of Fortune" — spin the wheel for free every day!
Cashback - starting from level 4 of the Loyalty Program, we return a % of lost deposits every Friday as a no-deposit bonus.
Deposit Insurance — we return part of lost funds directly to your real balance, no wagering required!
No-deposit bonuses for active play — for the most active players (during your gaming activity, the system may periodically reward you with no-deposit bonuses).
Tournaments — in tournaments, you can win no-deposit prizes, free spins by playing your favorite games (combine business with pleasure!).
Giveaways — here, only luck plays a role in choosing the winner, but the value of the prizes is worth your participation and enthusiasm!

BUT if you have a VIP account status (level 8, 9, and 10 in the Loyalty Program) - you have the unique opportunity, in addition to the options above, to request a personal bonus from the VIP account manager!

How to do it?

Open the chat window on the website (yellow icon at the bottom of the screen).
Upon entry, you will be asked to enter your name and email. Important! - specify the email that is confirmed in your account where you have achieved VIP status (do not specify any random email or one that is not yours - this functionality may be unavailable otherwise!).
You will be directed to a unique VIP chat where you can make a bonus request by clicking the "I want a bonus" button.
The VIP account manager will definitely check your request and provide a response within 24 hours (if you make a request on Friday after 18:00, on Saturday or Sunday - the response will be on Monday).

Important! If you have already made one such request, please do not duplicate or create copies. This will not speed up the response to your request, quite the opposite. The response will be sent to the email address you provided when entering the chat.

Is there a loyalty program?

Yes — the Loyalty Program operates automatically for all players. To receive benefits (cashback, bonuses), you must confirm your phone number and email.

For reaching each new level, you will receive special bonuses.

The higher the level - the better the bonuses, cashback, and privileges!

Advantages of high levels include:

Unique deposit and no-deposit bonuses,
Increased cashback (up to 15%),
Expedited withdrawals (VIP levels),
Exclusive surprises and invitations to closed tournaments and events,
A personal VIP account manager (VIP levels).

How are points calculated for progression in the Loyalty Program?

You earn 1 point for every 50 RON wagered with real money.

What is the VIP Club?

The VIP Club is a unique gaming space for active players.

Important! You can play in the VIP Club even if you do not have VIP status in the Loyalty Program!

Participation conditions and prizes:

Deposit Insurance - better than any cashback — you get 30% of your deposit back to your real balance, no wagering required, and it's available for withdrawal!
Bet big — win even more! The minimum bet in the VIP Club is 5 RON per spin.
Unique games - play games located only in the VIP Club section (if you find a similar game/with the same name in the general game search - playing them will not count).

Why did my winnings disappear after wagering the bonus?

This can happen for several reasons:

You requested a withdrawal before meeting the wagering requirements — in this case, the bonus and bonus balance are annulled.
Bonus conditions were triggered - maximum win multiplier or maximum win amount limit. Important! These conditions are always specified in the description of each bonus - please, to avoid a negative impression after using a bonus, familiarize yourself with the bonus terms before activating it.

5. Data Security and Fairness

How is the platform's fairness guaranteed?

1. License and Regulation
Million Casino operates under license L1234008W001473, issued by the National Gambling Office (ONJN) in Romania, confirming legality and compliance with strict standards.

2. Responsible Gaming Principles
The platform ensures compliance with legislation and ONJN recommendations, including user protection measures:

Prohibition of play for persons under 18 years of age (including document checks),
Betting and deposit limits,
Reminders of time spent playing (reality check),
The possibility of self-exclusion or taking a break from the game.

Is it safe to store data on the site?

Confidentiality and protection from the site
Yes, having a valid ONJN license obliges the operator to adhere to strict data protection and privacy standards.

User recommendations
Million recommends using strong passwords, not disclosing your login and card details to third parties, and storing them in a secure place. Do not leave your account logged in on a device if it can be used by someone else, especially if children and persons under 18 have access to the device!

Important! You are directly responsible for access to personal data such as bank accounts, cards, login and password, device! Please be cautious with your personal data and access.

What security measures are used for payments?

Verified payment methods
Million supports payments via Visa, Mastercard, OKTO.Cash, Paysafecard.

Payment security
Payments through Visa and Mastercard are considered standardly secure, with payment confirmation via 3DS verification.

Licensing and legitimacy
The overall payment infrastructure complies with Romanian legislation and the ONJN license.

What should I do if I suspect my account has been hacked?

Million Casino provides tools to protect players and suggests the following:

Immediately change your password in the profile settings. Important! When changing your password, you will be automatically logged out from other devices if you were logged in on multiple devices.
Contact support and request a temporary account block due to suspected hacking: write to [email protected] - but note, the response time to an email can take up to 24 hours.
Check account activity – review your bet history, deposits, and withdrawals, and if necessary, report this to support.
Review security settings: ensure a strong password is used and no one else has access.

6. Responsible Gaming

Are there deposit and betting limits?

Yes — you have the ability to set personal deposit limits yourself:

You can set daily, weekly, and monthly deposit limits through your account at https://million.ro/account/deposit_limits?locale=ro
Setting a limit takes effect immediately, but if you want to increase an existing limit, it will require at least 48 hours for the changes to take effect.
The set limits are valid exclusively during the selected period, after which they automatically expire (e.g., a daily limit will be active for 24 hours from the moment of setting, a weekly limit - only for 7 days from the moment of application, etc.).

Also, the platform automatically displays game time reminders — special messages at intervals of every 60 minutes, so you can track the duration of your gaming session.

Can I temporarily restrict access to my account?

Yes, you can activate the self-exclusion option:

This option allows you to restrict access to your account temporarily or permanently. During the exclusion, you will not receive promo notifications, and access to the game will be blocked.
Self-exclusion can be activated directly in your account.
Reopening an account after setting a permanent self-exclusion can only be considered after a minimum of 6 months from its establishment.

Where can I find help for gambling addiction?

If you are concerned about a possible gambling addiction — you are not alone, and there are resources that can help:

Free hotline "JOC RESPONSABIL": 0800.800.099 — 24/7 opportunity to talk to a psychologist.
Live chat is also available on the website jocresponsabil.ro — for immediate support.

Recommended external resources:

centrularmonia.ro (addiction treatment packages)
themind.ro (psychological help)
castlecraig.ro (rehabilitation for gambling addiction).

7. Technical Questions

The website isn't working — what should I do?

If the website does not load, try the following solutions:

Check your internet connection — especially important when working with live games.
Try opening the site in a different browser or refresh the page.
The problem might be temporary — such cases often resolve themselves after some time. We recommend waiting up to 15 minutes.
If the site still doesn't work, contact support — via the live chat in your account or by email: [email protected]

Which browsers and devices are supported?

Million Casino is optimized for convenient use on both desktops and mobile devices:

The site works on popular modern browsers (Chrome, Firefox, Safari, etc.).
Users can launch games on smartphones and tablets — the mobile version is fully adaptive and supports both slots and demo mode.

Is there a mobile app?

At the moment, there is no mobile app, but the team is working on its development. This means that for now you can use the site via a mobile browser.

How to enable notifications about new promotions?

To not miss out on profitable offers and new promotions:

Subscribe to Million Casino's official channels on social networks and messengers — Facebook, WhatsApp, Telegram.
Be sure to activate the subscription to promo messages in your account — this is required to receive no-deposit bonuses and other promotions, including cashback!
Watch the promotions page on the website — it is regularly updated and contains all current offers.

8. Support

How to contact customer support?

Million Casino offers two main channels of communication:

Live Chat: the fastest way to get help. Accessible via the icon in the lower right corner of the website or inside your account. You can find a lot of information in the bot, and if necessary — switch to a live operator. For information on popular topics and questions, we also recommend using the Knowledge Base available when clicking the chat icon.
Email: send a letter to [email protected], detailing your situation. This is convenient for questions requiring detailed description or attachments (screenshots, etc.).

What are the support working hours?

Support agents (operators) work daily from 08:00 to 22:00.

VIP account managers work from Monday to Friday from 10:00 to 18:00 (except holidays).

Live chat with AI assistant is available 24/7, around the clock. Please note! For your convenience, the chat bots are configured with wide functionality for creating immediate tickets if you encounter difficulties (e.g., "game error", "deposit not credited", etc.). You will find these "opportunities" using the convenient navigation through the suggested buttons.

Email also works 24/7, but responses typically arrive within 24 hours.