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Frequently Asked Questions (F.A.Q)
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- Privacy
- How does GoScratch.com protect my Privacy?
GoScratch.com utilizes the latest 128-bit Secure Socket Layer (SSL) encryption technology
to ensure that sensitive data is completely private. All data is protected by the
latest firewall. All your personal information is kept confidential and secure and
is not shared with other organizations for commercial purposes. For more information
regarding the privacy policy click here:
- Who is the governing body of GoScratch.com?
GoScratch.com is a brand owned by ASG Technologies Ltd., a company incorporated under
the laws of British Virgin Islands. The games on this website are powered and operated
by NG International Ltd., a Malta based company. NG International Ltd. is a fully
licensed operator (LGA/CL1/408/2007) under the Lotteries and Gaming Authority of
Malta
- Why do I have to send my documents?
Requiring Documentation for a withdrawal request is an industry standard and a onetime
inconvenience. Documentation is requested to validate that funds are being sent
to the correct person. Identification is also requested for age verification purposes.
On occasion, certain credit cards may requested due to the credit card company’s
regulations, and in order to protect your account security.
Your documents are received and secured in access-restricted manner in accordance
with the Data Protection act. Once documentation has been received in your account,
future cash out requests should be approved with no unexpected delays.
- How do I know if GoScratch.com is playing
fair?
Fair play is the base that we stand on. GoScratch.com is committed to providing
fair play at all times. We here at GoScratch.com offer a 1 in 3 statistic. This
statistic is guaranteed on our website, on a global scale of our players and is
verified independently by Itech labs in order for us to obtain our gaming license.
You can review our commitment to Fair Gaming in more detail here: Fair Play
Still need
help? Contact our 24/7 Customer Support Team
- Bonuses
- How do I receive my 5
Free Bonus?
To receive the $5 bonus follow these steps:
- Sign up to GoScratch.com with your new practice account.
- Click on the "SWITCH TO REAL MONEY PLAY" button on
the centre of the screen.
- Fill in the registration form for your new real money account.
- Follow the instructions that follow.
- How can I get my 100%
match up bonus?
The 100% matchup bonus is something that GoScratch.com offers
to all its new players. To claim this bonus all you need to do is make your first
deposit of a minimum of $10.
- Why did I not receive my bonus?
As all our promotions run to GMT time it may be possible that the time in your location
is not the same and therefore the promotion has ended. Feel free to contact our
friendly support team to find out about any other current promotions or offers.
As per our terms and conditions, we would like to remind that any accounts that
have pending cash out requests remaining will not receive any promotional bonuses.
Players have the ability to request bonuses to be disallowed and should this have
been done in the past no bonuses will be added to this account. To check or change
this, please contact our friendly customer support.
- I received a free 5 e-mail but my balance
is at zero, why?
The free 5 is a onetime offer made to you upon registering a real money account.
E mails are sometimes sent out by affiliates who are not aware that you have already
benefited from the free 5. Affiliates have no way of knowing that you have already
taken advantage of the free 5 offer as we do not share any personal information.
- I deposited but did not receive the bonus
you promised me by e-mail
You need to ensure that the terms and conditions of the bonus offer such as the
minimum deposit amount and the period during which the deposit needed to be made
in order to qualify for the bonus have been met. On some occasions, bonuses are
required to be wagered on a particular game. Furthermore some bonuses will only
be added after the promotional period is over. Please read the terms and conditions
of the promotional e mail carefully and if you require an additional explanation
as to why your bonus was not added, contact us through live chat or by e mail at
We kindly remind you that some bonuses do not qualify to be received
while you have a Cashout request Pending in your account.
- I received a bonus on my deposit but
I didn`t ask for it, why did you add it?
Any bonuses added to your account are usually added automatically if a promotion
is running during that period. It may also have been credited to your account by
your Personal Account Manager either following a personal bonus offer or as a thank
you gesture for your continued loyalty to us here at GoScratch.com. If you do not wish to
take advantage of the bonus offer please do not play with the deposit and bonus
funds at all and contact us straight away.
- Did I wager my bonus enough?
To calculate if you have wagered your bonus enough you will need to do a simple
calculation, you would need to access your account game history from the menu section
in your account, and calculate the bonuses you have received and then multiply them
by 20, you will need to see all the bets you have made and subtract the total
bonus amount, if have wagered more times than the total amount bonus then you would
have wagered enough.
- How much in bonus have I received until now?
Log on to your Real Money Play account. Click on the "Menu" tab which can be found
at the bottom bar of the lobby, then click on "My history" and choose "Cashier History".
You will then be able to filter your search by month and view all bonuses and deposits
made for that month.
- Why do I not receive a bonus with every
deposit I make?
We do have on-going promotions which are sent out regularly to the email address
which you registered with us, however should you wish to make a deposit and have
not received a promotional e mail for that day, please contact our support team
and we will let you know if you do qualify to receive a bonus on your deposit.
- Do I get a choice of how much bonus
money I can get?
The activity on your account is regularly monitored by your account manager and
this determines if you qualify for a bonus at that point. Please contact our support
team by live chat before making a deposit if you wish to check whether you can receive
a match up bonus on your deposit.
- Can I have a free bonus without depositing?
We do offer a free 5 bonus to all players upon registering a real money account.
If you have already received this bonus please contact our support team on live
chat who will inform you of any current promotions that we may have on offer.
- How can I Stop receiving bonuses in
my account?
The 100% match up bonus on your first deposit is automatic and cannot be removed.
However if after that you do not wish to receive any more bonuses, please contact
us and no further bonuses will be added to your account. Once you opt out of receiving
additional bonuses, you will no longer be able to reverse your decision. Please
note that the match up bonus received on your first deposit will still need to be
wagered as per terms of use.
- Can I cash out the free 5 my bonus?
The free 5 is a bonus given to our new customers to allow them to get a feel for
our games and look around the site. Therefore, this bonus is not eligible to be
cashed out. Should you Win big in the process however, you will be able to cashout
your winnings once you have made a deposit and met the requirements of the Bonus
Policy and the Cashout Policy
Still need help? Contact our 24/7 Customer Support Team
- Depositing
- How do I deposit?
- In order to deposit your first step is to have a real money account.
- Once logged into your Money account - click on the "cashier" button and select "deposit"
- A list on the left side bar will show what deposit methods are available for you to use - you may see our full options by clicking here.
Help Deposit Methods
- Select the method you wish to us
- Follow the simple and easy steps of the method you choose deposit with.
To make a deposit all you need to do is log on to your Real Money Play Account,
click on the "Cashier" tab in the lobby and click on "Deposit".
You will see a list of deposit methods available to you on the left hand side of your screen.
You can then click on a deposit method of your choice and follow the simple instructions.
For any additional assistance you can contact our live chat support team.
Help Deposit Methods
- What payment methods do you accept?
- Credit and debit cards:
- Alternative Payment methods:
- Can I see all the Deposits I have made?
Yes- your past deposits are available to view
- Click on "My Account" in the lobby and go to "Transaction History" tab..
- Select "My Deposits" from the drop down list and then select the period that you
wish to view.
- Then press on 'Show History' and the information that you require will appear.
- Why I cannot deposit with my Visa/MasterCard?
If it is your first time depositing with the card your bank may be applying restrictions
to it or the details may have been entered incorrectly. Please contact our support
team through live chat so that one of our agents can assist you with the deposit.
We also offer alternative safe deposit methods. All deposit methods can be viewed
by clicking on the "Cashier" tab in the lobby.
- I have deposited via wire transfer: why
it is not appearing in my account? Yet money has been taken from my bank account.
It may take up to 5 days for our processor to receive the funds. Immediately upon
confirmation from our processor, we will update your account balance and we will
notify you by e mail that your playing balance has been updated with the deposited
funds. If after 10 business days from making the wire transfer, you still have not
received the funds in your GoScratch.com account, please contact our customer support team
for further assistance. Kindly make sure you prepare all relevant details of the
deposit made (Date of transaction, amount, currency, transaction reference number
from bank).
- Why does the deposit still show as 'pending'
and money been taken from my bank account?
Extra security checks and communication between banks can sometimes mean that the
deposit is not reflected into your playing balance immediately. If the funds have
already been taken from your bank account, the deposit should be credited to your
balance with us shortly. If our bank does not receive confirmation within 7 working
days, the deposit will be declined and the payment will be returned to your bank
account.
Still need
help? Contact our 24/7 Customer Support Team
- Cashing out
- How do I Cash Out winnings?
Once you would like to Cashout your winnings all you will need to do is:
- Click on 'Cashier' in the lobby.
- Click on 'Cashout'.
- Choose one of the cashout methods for withdrawing your winnings and fill in the
required information.
- Click on the 'Cashout Request' button and your cashout will be sent to processing
and then refunded in accordance with your selected cashout method.
You may now check your Cashout history, by clicking on the 'My Account' button and
choosing 'Cashier History' report.
Cashout requests by the same method within 24 hours may be combined in one payment.
- Can I cancel my Cashout request?
Cashout requests are processed within 48 hours from the date of request. During
this time you may cancel your Cashout request from within the 'Awaiting Process'
box in the Cashier and return it to your balance.
- Go into the Cashier.
- Click on the "Pending Cashout" button on your left.
- Click on the Transaction you would like to cancel.
- Press on the "Transfer Money Back to Your Account" button located at the bottom.
- The Funds will now be transferred back into your GoScratch.com account.
After 48 hours the status of your cashout request will change to 'Processing' and
you will no longer be able to cancel it. You will be notified by email when your
cashout request is delivered and the money is sent to you according to the method
you chose.
- I am trying to withdraw my winnings and
I get a message saying "Cashout is not allowed at this stage", Why?
In order to cashout at GoScratch.com you must first make at least one deposit. For
all deposits received from micro SMS and Micro phone, you will only be able to cashout
after you have wagered 5 times your total deposits using these deposit methods.
Bonuses, winnings or deposits may only be cashed out after you have wagered 20 times
each bonus received (wagers made with the FREE 5 will not be counted).
For further information, please click on the following link Bonus Policy Requirements
- How long do I have to wait to receive
my winnings?
Cashout requests are sent for processing within 48 hours from the date of request
providing all the requirements are met. * Please note that your personal details
should be correctly given in order to receive your money within the above allocated
times. Please click here to see the processing times for the methods you choose
to cashout with. Help Cashout Time
- 48hrs have passed already and my cashout
shows as pending still, why?
It could be that documentation is required by our accounting department in order
to proceed with the cashout request. Kindly check your inbox to see if an e mail
has been sent out to you. If this is not the case, please contact our customer support
team who will look into any possible reasons for the delay.
- Why my cashout has been declined?
It could be that you have not met the wagering requirements for the bonus on this
occasion. You can view the bonus policy at Bonus Policy and if you have any further
queries one of our live chat agents will be happy to further assist you.
- How much do I still have to wager to
cashout?
You can check the amount of wagers you have made so far on the? “My History” page
from the lobby. Please keep in mind wagers made with the free 5 do not count towards
the cashout target. Please refer to the cashout policy to see the wagering contributions
of each game. To check your wagering history, all you need to do is follow these
steps; when logged into your Money account – click on the menu button – select history
then games history, and you will be able to see all the recent wagers made.
- I have wagered 20 times my bonus, why
I cannot cashout?
Not all games contribute 100% towards the wagering requirement. For further information
please view our bonus policy at Bonus Policy - or contact our support
team
- Why my cashout shows in process for a
week and I have not received my money?
Kindly contact us at
and we will further look into the matter. Please quote
the amount of the cashout and the date when it was requested.
- Do I have to send documents to cashout?
Our accounting department will review your account when the cashout request is made
and you will be notified by e mail should any documentation be required.
- Every time I want to cashout I have
to send documents?
The documentation will only be requested once. It will then be saved to your account
and future cashout requests will not incur any delays provided the same payment
method is used. Additional documentation may be requested in cases where a different
payment has been used.
- I have sent several times my documents:
why my cashout has not been processed?>
Please be aware that it can take up to 48 hours from the date of receipt for us to process the documents. If more than 48 hours have passed since you sent the required documentation, please contact us at
Contact Us
or contact our support team through live chat and we will further look into the matter.
- I sent my documents more than 48 hrs
ago and my cashout is still pending?
Please make sure the documents were sent to the correct email address or fax number
as per the e mail which you received. The email should not exceed 2 Megabites in
size including any attachments. We also recommend checking your email for notifications
from our Compliance department in regards to any issues with the documents received.
Please feel free to contact our Customer support team if this has not resolved your
question.
Contact
Us
- How can I send documents?
here are 3 ways you may send documents to us ;
- You may scan and email the copy of the documents to
You may also take a photo of the documentation using a digital camera. We would advise saving the image as a .jpeg format.
- You may fax them to one of our toll free numbers.
If you are sending documents by fax, kindly note that you need to include your username on the document. ,
I am happy to make you aware that many post office branches and public libraries offer these services.
- Once you are in the Deposit page you will find a link on the left hand side that
says 'View your account Details'- click on that link.
- You may send copies of your original documents by post to the following postal address ; 135, High street, Sliema SLM 1549, Malta
Furthermore, once we have this information saved in your file, any future cash out request should be processed and approved with no delay.
Still need
help? Contact our 24/7 Customer Support Team
- Technical
- Where can I find complete detailed help
on all the games?
Press on the Help button (?)
in any game to learn how to play it. This will give you detailed instructions and
explanations on how to play the game the Prize amounts and Odds. For any additional
Help click on the following link:
HELP
- What do I do if I have forgotten my Username
and Password?
If you are unable to enter your GoScratch.com account or you have forgotten your password,
please follow the link below and follow the simple steps to retrieve your details.simple
steps:
Forgot Password
Your username and password will then be sent to your e-mail address. (This information
is private and secure, please ensure that you are the only person who has access
to these details).
- How do I change my Password?
- Log into the site with your existing Username and Password.
- Click on the 'Cashier' tab then on the 'Deposit' link.
- Once you are in the Deposit page you will find a link on the left hand side that
says 'View your account Details'- click on that link.
- Once you are in the 'Update Details' page click on the 'Change Password' link and
fill in the relevant fields and press 'Change'.
- What should I do if I feel there is a
discrepancy between game result and winning?
The best way to check the card you just played is by reviewing the card "games history".
This is located in the History section in your account. If you still feel there
is a discrepancy after reviewing your history, please send a Screen shot of the
card you played or the card game number to Contact us Including a short description of the issue you believe
you experienced and the time and date which you played the card will assist us in
resolving the issue. And an account manager will contact you with a resolution or
explanation of what has happened.
- How do I send a screen shot of the card
I played?
In order to send a screen shot, please follow these steps:
- Make sure the screen you need to copy is the open window.
- Press the "PrtScn" key located on the top right corner of your keyboard.
- Compose a new email message from your email provider (in hotmail or yahoo for example).
- In order to paste the screen shot onto the new email: press Ctrl+V.
- Send the email to
Still need help? Contact our 24/7 Customer Support Team
- How to Enable Cookies?
- Reward Point Program
- What are Reward Points?
- Reward Points are another way for GoScratch.com to reward our loyal players.
- Registered GoScratch.com Real Money players earn Reward Points as they play.
- Once players reach a certain number of Reward Points they are eligible to redeem
these Reward Points for Bonus Money
- How do players register for Reward Points?
- All Real Money players are automatically registered to earn Reward Points upon making
their first deposit into their Real Money account.
- Earning Reward Points does not cost players any extra money.
- Earning Reward Points is mandatory, but redemption is optional.
- How do players earn Reward Points?
- Reward Points are awarded automatically, based on Real Money wagers and recent player
activity.
- Standard Earning Rate is 1 Reward Point for every $10 wagered.
- The number of Reward Points awarded per bet will depend on the game and/or type
of bet placed by the player.
- Reward Points cannot be earned on Black Jack or Roulette games, and only 30% of
the standard Reward Points earning rate will be awarded for Video Poker games.
- Reward Points may be awarded for special promotions or as gifts from GoScratch.com.
- Reward Points cannot be earned through practice mode play.
- How do players redeem Reward Points?
- Once players have accumulated the minimum number of Points, they can redeem these
for Bonus Money.
- Bonus Money redemption is done from the cashier section of the GoScratch.com site.
- The Bonus Money amount must be more than or equal to the minimum number allowed
for players’ current Reward Level and equal to or less than the maximum number allowed
for the players’ current Reward Level.
- Redeemed Bonus Money will be added to players’ game account.
- Redeemed Reward Points will be deducted from players’ Reward Points balance, but
not from the Total Reward Points.
- Promotional Points awarded as prizes cannot be exchanged for an alternative cash
value.
- Redeemed Reward Points can then be cashed out, providing standard cashout criteria
are met.
- Redeemed Points will be subject to standard bonus wagering requirements. See Bonus Policy for more details.
- Maximum redemption of Reward Points per month is calculated as follows: $100
- What are Total Reward Points?
- Once players reach a certain number of Total Reward Points, their accounts will
be automatically upgraded to the next Reward Level.
- Each new Reward Level will provide enhanced redemption rates for Reward Points.
- Total Reward Points are awarded at the same time and rate as Reward Points.
- Total Reward Points are calculated on players’ lifetime activity.
- Total Reward Points cannot be redeemed for cash.
- VIP Level is by invitation only.
- Is there a validity period?
- Total Reward Points are based on lifetime activity and do not expire.
- Any Reward Points that were not redeemed within a 3 month period will expire from your Points Balance.
- What happens to the Reward Level and
Reward Points in the event of account closure?
- If a player chooses to close their GoScratch.com account, they will forfeit their
Reward Level and lose all Reward Points associated with that account.
- Reward Points and Reward Levels cannot be transferred to another account.
- In the event of account closure by GoScratch.com for any reason, Reward Levels and
Reward Points will be forfeited.
- Reward Points on mobile games
- It is possible to earn Reward Points on the Mobile platform as well as through web
games on GoScratch.com.
- GoScratch.com Mobile Players earn points in exactly the same way, but will need to
access their web accounts to check their Reward Points balances and redeem Reward
Points.
Still need
help? Contact our 24/7 Customer Support Team
- General Information
- Why Can’t I play in Practice mode anymore?
All Practice accounts have a limit of 250 games to play with. Should you chose to
open up a Real Money account, your first deposit of a minimum of $10, and each deposit
thereafter will add another 250 games to your practice account. You may switch back
to Practice Mode at any time and play any remaining games you have available.
- Why is it that I am not allowed to open
up a Real Money account because of the country that I reside in?
Regulatory requirements in some countries do not permit the citizens of these countries
to play with real money. We are able to offer those of you who cannot join us with
a Real money account a Practice account to enjoy our site with. Legislation may
change periodically in relation to your country of residence.
- How can I unsubscribe?
Should you no longer wish to receive marketing materials or bonus offers from GoScratch.com,
you may contact us and we will assist you. All of our emails also contain an Unsubscribe
link for your convenience
- How can I close my player's account?
Should you wish to close your account with us, We would be sorry to see you leave
our site, and urge you to allow us to assist you in resolving any issue you may
have. Please contact our 24/7 Support centre for a fast resolution. However,
if you feel that you need to close your account, you are kindly requested to contact
us. We would appreciate your feedback regarding the reason you wish to close your
account, and what you feel we can improve on our site.
- What currencies am I able to play within
the site?
GoScratch.com offers players 7 currencies in which to wager:
- $ - US Dollars
- € - Euro
- £ - British pounds
- Kr - Kroner (DKK,NOK,SEK)
- R$ (BRL)
- C$ - Canadian Dollars
- AU$ - Australian Dollars
In order to avoid the cost of Exchange rate fees, it is recommended that you choose
the currency matching your country / deposit method account currency.
- Can I invite my friends and will I receive
my bonus?
Yes, yet in order to qualify you must have a real money account that you have funded
with a minimum of $25 (this does not include
bonus money). Once your friend joins our site and makes his or her own deposit of
$25, you will be rewarded with your own $25
bonus. We believe in spreading the wealth...Click here
Invite a friend
to start inviting friends.
- What does GMT mean?
GMT is an abbreviation of Greenwich Mean Time which is the international time, the
basis of the world time clock. It is used to refer to Coordinated Universal Time
when this is viewed as a time zone. Please note that all of our promotions run according
to GMT time. We indicate the times in which the promotions run between. If you are
unsure of the GMT time and it’s relation to your country/time zone please click
on the following link:
http://wwp.greenwichmeantime.in/
Still need help? Contact our 24/7 Customer Support Team
Was this helpful? Please let us know if we were able to answer your questions we would love
to hear from you.
- Tournament FAQ’s
- Can I enter any leaderboard?
You can only enter a leaderboard when you have met the minimum requirements for the tournament.
- Do the leaderboards automatically update?
Yes! However the leaderboard can’t be updated whilst it is open. To see the latest results you must close the window and re-open it.
- Can I check my ranking on my mobile?
Unfortunately, at this time, leaderboards and tournament lists can only be viewed on our web platform. However, you can increase your tournament ranking by playing on your mobile device as well as on your pc.
- What happens if I have the same number of “points to lead” as another player at the end of a tournament?
If 2 or more players accumulate the same number of points the tournament, then the player who reached this amount first will receive the higher ranking, and possibly bigger prize.
- How are rankings in the tournament decided?
Depending on each individual tournament, you earn Tournament Points with every bet placed, Reward Point earned or win. The more Tournament Points you receive, the higher your ranking will be. This information is displayed at the top of each leaderboard. For example: “Increase your score by playing” details that the tournament is based on bets placed.
- Can I play in any tournament I like?
Players will be eligible for many of our tournaments and many players will have exclusive access to special tournaments that we will run. Our Tournaments List will specify who has eligibility for each tournament.
- Can I play in more than one tournament at a time?
Yes! Players are able to play in multiple tournaments at the same time, as long as all minimum requirements for each tournament are met.
Did we answer your question? If not, feel free to contact one of our support agents who will be more than happy to assist you with your tournament query.
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