Account & Technical Issues
Q: I forgot my password. What should I do?
A: For security reasons, we do not keep a record of your password. Click the ‘Forgot Your Password?’ option, answer the ‘Secret Question’ from registration, and you’ll receive an email confirming your new password.
Q: How can I verify my account?
A: Upon registration, a welcome email is sent to your registered email address. Follow the link in the email to verify your account and stay informed about promotions and games.
Q: My game is stuck. How can I close window?
A: Use Task Manager (or Activity Monitor on Mac). Press CTRL + ALT + DEL, select Task Manager, and close the program. You can resume the game after logging in again.
Q: While logging in, I received the error message ‘Player already connected’.
A: This means you did not properly log out. Ensure you click the ‘Log out’ button to exit correctly.
Q: Error when opening Cashier: ‘Your browser is using a pop-up blocker.’
A:
- For Internet Explorer:
- Go to Start > All Programs > Internet Explorer
- Click Tools > Internet Options
- Go to the Privacy tab, uncheck ‘Block pop-ups’
- Click Apply and OK
- For Google Chrome:
-
- Click the Chrome menu
- Go to Settings > Show Advanced Settings
- In Privacy, click “Content Settings”
- In Pop-ups, allow all sites to show pop-ups
- Click Apply and restart Chrome
Bonuses
Q: On which games can I play with my bonus?
A: All bonuses have ‘Standard Wagering’ terms. Usually, you can bet on Slots and Scratch games. Review the Bonus Policy for eligible games.
Deposits, Withdrawals, Limits
Q: What methods can I use to deposit money?
A: All major payment methods are accepted (credit/debit cards, Neteller, Skrill, e-wallets, etc.). Availability depends on your country.
Q: Do I need to send documents for a withdrawal?
A: Yes, for first-time withdrawals or high amounts. Required:
- Utility bill (≤ 6 months old)
- Credit card copy (middle 8 digits hidden)
- ID (passport/driving license)
- E-wallet users: account number and email address
Q: How long will it take to receive my withdrawal?
A: Bank transfers may take up to 5 business days. Check the Cashier > Withdraw section for a full timetable.
Q: Error: ‘You cannot withdraw while having active bonuses.’
A: You must fulfill bonus requirements first. Track progress in Cashier > Bonuses.
Q: Can I set play limits?
A: Yes. Go to your account settings > Account Limitations. You can set deposit and session time limits.
Q: Are there fees for processing?
A: If any, fees will be clearly shown during the deposit/withdrawal process.
Safety & Platform Information
Q: Is Elook a safe place to play?
A: Yes. The system is fully certified and complies with all licensing requirements.
Q: How safe is my personal data?
A: Your data is encrypted using TLS 1.2, ECDHE_RSA with X25519, and AES_128_GCM. Transactions are secure and protected during transmission.
Q: On which platforms is Elook available?
A: The software works on PC, tablets, and smartphones.
Q: Which game providers are available?
A: Providers include Amaya, NextGen, NetEnt, WMS, Evolution, and more.
