Support: FAQs
Frequently Asked Questions
Please read through our Frequently Asked Questions for answers before contacting a customer service representative.
Click on a Question below to Jump to the Answer.
If I Can't Get the Casino Games to Work, Will I get My Money Back?
Yes, we will refund your money if you can't play our casino games.First, we will work
with you to discover what the problem is. Usually, it's something that can be
solved fairly easily, such as re-booting your computer or installing an updated
browser.However, in the unlikely event that we cannot resolve the technical problems
you are encountering, your money will be refunded in full.
Why Can't I Play Some of the Casino Games?
If you can log into the Casino and play some of the games, that means the casino
is working properly. Each casino game menu has at least one FREE play option marked
" ... play FREE!" All of the game options that have dollar amounts attached
to them can only be played for REAL MONEY. You must make a cash deposit to your
account (credit card, bank wire, etc.) before you can play the real money games.
My Computer Froze / Crashed in the Middle of a Game. What Happens to My Bet?
Our computer database records every bet/deal/roll/spin you make. The server remembers where
you are in a game, even if your computer crashes or freezes up. All you have to
do is re-boot your computer and/or Internet browser and log into the Casino. Go
back to the game you were playing and you will find that the computer allows you
to pick up right where you left off.
Why Didn't I Get My Casino User ID Number?
Your FREE Casino User ID # is emailed to you within one minute after you submit the completed account
registration form. If you do not receive your User ID #, it means that you entered
your email address incorrectly. To receive a User ID # you must correctly enter
your REAL email address. Every day, we get returned emails from new account registrants
because they accidentally mis-typed their email address, or deliberately entered
a false email address to hide their true identity.
Why are the Casino Games Slow to Load / Play?
Winward Casino runs on top-of-the line Dell PowerEdge servers.
They are extremely FAST computer servers. However, we are located in Costa
Rica and there are a limited number of data lines coming out of this country.
As a result, our bandwidth (amount of data transmitted per second) is very limited.
At times, the Internet traffic in Costa Rica can become extremely congested
and severely slow down the transmission of data to and from our computer servers.
We apologize for this inconvenience, but there is nothing we can do about it.
The telephone company in Costa Rica is in the process of upgrading its Internet
capacity, so we hope this problem will not last much longer. In the meantime,
if you find that our casino games are loading and/or playing very slowly,
you may want to log off the Casino and come back later when Net traffic is not
so heavy.
I received a message saying "lost connection with casino server." What do I do?
Go back to the Casino page, hit the "Refresh" or "Reload"
button on your browser, and log in again with your User ID # and Password. You
should get the "Welcome to Winward Casino!" message, which indicates
your connection to the casino server has been restored. If do not get this message,
the casino server may be temporarily offline. See the Q&A below.
I am trying to log-in to the Casino but it says:
"Sorry, casino is not responding. Please try again later."
The casino server occasionally needs to be reset to correct a technical
problem. This happens very infrequently, and the operation takes only 2-3 minutes.
If you attempt to access the casino during this period, you will get the "casino
is not responding" message above. Please wait a couple of minutes, then log
in again with your User ID # and Password. If you receive the "casino is
not responding" message again, hit the "Refresh" or "Reload"
button on your browser and log in again.
I have money in my account, but I can't bet or play.
First, look at your "CREDITS." You may not have enough credits left in your
account to place the bet you are attempting to make. For example, if you were
playing Blackjack at the $100-$250 Table and you had only 90 CREDITS, you would
not have enough money left in your account to place a bet because the minimum
bet at that table is $100. The casino server would not allow you to bet or deal.
However, you could hit the "LOBBY" button and exit the $100-$250 Table
and move to a Blackjack table with a lower bet limit. We have wagering options
as low as $0.25 per bet on the Quarter Video Poker and Slot machines.
My browser seems "frozen." None of the buttons work on the casino game I am playing.
Sometimes, for no apparent reason, your computer may get "stuck." This happens.
Computer programs are very complicated these days and sometimes you have to restart
the program to allow the computer to "get its brain unscrambled." First,
try closing all your Internet browser windows and restart your browser program.
Return to http://www.winwardcasino.com and log into the casino with your User ID # and Password.
If the games operate normally, your problem is solved. If you are still unable
to log in or play the casino games, shut down your computer completely. Then,
restart the computer, reconnect to the Internet with your browser, go to http://www.winwardcasino.com
and log into the casino. In most cases, this will solve your problem.
I am looking at the Casino page, but I don't see the log-in fields asking for my USER ID # and Password.
There are two possible explanations:
- You are already logged into the casino. This could occur if you had logged into the casino and played a game, then hit the "LOBBY" button. Once you have logged in, you do not have to log in again to play another game. It is also possible to log into the casino, open another browser window and visit another website, then come back to the open casino page window. As long as you don't close the casino page, or move to another page within that browser window, you will remain logged into the casino.
- If you are looking at the casino page, but do not see log-in fields, then your browser may not be "Java-enabled." Please visit our Browser Information page for more information. If you are using the proper browser (Netscape 4.0 or higher, Internet Explorer 4.0 or higher) and you still do not see the log-in fields, you may need to "enable" your browser.
- If you are using Netscape , choose "preferences" from the "Edit" menu. Then, click on "advanced" and verify that the "Enable Java" and "Enable JavaScript" boxes are checked. After you have exited "preferences," close all Netscape browsers and then re-open Netscape with your new settings.
- If you are using MicrosoftInternet Explorer , choose "Internet Options" from the "View" menu. Then, click on the "advanced" tab and verify that the "Java JIT compiler enabled" box is checked. After you have exited "Internet Options," close all Internet Explorer browsers and then re-open Internet Explorer with your new settings.
Do you have a question that is not on our list?
Please email us at: support@riverboatcasino.com
Most problems can be handled by email alone. However, if you need further assistance, you can call our support staff:
Toll-free: 1-800-274-7345
Winward Casino Fax: 703-991-8879
(NOTE: We use eFax.com, so the fax number above is a U.S. phone number)
