Where do I create account or log in?
You may login by clicking LOGIN/CREATE AN ACCOUNT button on the top right side of the website.
When you login you may check the Remember me box, so that you don’t have to type in your username and password every time you visit this website. Please note that this should not be ticked when using a public computer.
How to change personal information?
Login to your account, click MY PROFILE. On PROFILE tab you have an option to change some personal information. If you would like to change more that it is allowed by the form, please contact [email protected] with detailed description of what is it that you would like to change.
How can I change password?
Login to your account, click MY PROFILE. On PROFILE tab you have an option to change password.
I forgot my password, how do I get a new one?
Click ‘Login/Create an account’ and click ‘Can’t access your account?’ on the top right corner of the website. Type in your username and captcha code and click RECOVER.
Why do I get logged out after some time?
You only get logged out if you are inactive on the website for a few minutes. We do it due to security reasons.
How do I restrict from playing some games?
Login to your account, click MY PROFILE, click RESTRICTIONS tab. Please note that when disabling game group, it may take up to 7 days before you can re-activate it.
You will find these documents on the bottom of the website.
I think I play too much, what can I do?
First step is to set restrictions to your account. Login to your account, click MY PROFILE and click RESTRICTIONS. You may set how much money you are allowed to deposit and which games you want to play. In addition to that you may also set the time warning, which will warn you every few minutes of your play.
If you feel like you have to talk with someone about your problem, please contact the responsible service. You will find link to ‘RESPONSIBLE GAMBLING’ on the bottom of the website.
How can I set account restrictions?
Login to your account, click MY PROFILE and click RESTRICTIONS TAB.
How do I freeze or close my account?
Login to your account, click MY PROFILE and click RESTRICTIONS tab. Please note that closing your account can’t be reversed in any way.
Can I play for free?
Yes. Open the game you want to play and click PLAY FOR FUN. You do not have to register or be logged in, in order to play for free.
Where can I read game rules?
Click on the icon of the game of your interest. On the preview screen which will be opened, click GAME RULES.
If you are already playing the game, click on the GAME RULES button above the play screen.
My bet on live roulette was not accepted, what can I do?
If you were able to place bets on the live roulette, it is most likely that your bet amount did not meet the minimum bet requirement. Please pay attention to the table limits table.
If you were not able to place bets on the live roulette, it is most likely that you have run out of time. Please pay attention to timer.
Where can I see game history?
Login to your account, click MY PROFILE and click GAME HISTORY.
I think the game result was wrong, where can I complain?
Login to your account, click MY PROFILE and click GAME HISTORY. You will be able to find history for every game you played. If you are unable to find the game, please write an email, describing as many details of the game possible and send it to [email protected].
I think I was being cheated on poker, what can I do?
If you feel that a group of players teamed up against you, please notify us on [email protected]. Try to send us as many details of the game as possible (table name, time, hand number, nicknames of players,…).
How safe is my money with Double Up?
We use widely used SSL encryption to secure your funds. Your money is very safe with us.
Which deposit options are available?
Please go to the bottom of the page and click Deposits.
Which withdrawal options are available?
Please go to the bottom of the page and click Withdrawals.
How to deposit or withdraw money from account?
Login to your account, click Cashier, click DEPOSIT or WITHDRAW tab. Then select your desired payment method and input amount. Please note that every payment processor has its own specifics, therefore additional information will be provided once you select payment processor.
Why do I need to send copies of my documents when making a withdrawal?
You need to send a copy of any identification document and a copy of any utility bill in order for us to be sure that it is you are entitled to that request and to approve cash out. Please understand that this is common practice in online casinos and it is for your safety only.
How do I transfer money between games?
You do not have to transfer money between games, our system does it automatically.