1.1 Logging In

Sterling House Casino features two gaming modes: Fun Mode and Real Money Mode. You can play in Fun Mode for practice or play in Real Money Mode when you're ready to place actual monetary bets, in one of 3 different currencies [$/£/€].

• Fun Mode allows you to play for virtual money - you bet, win and lose nothing but virtual dollars. No real money is involved and you do not need a credit card to play. You do not need to be connected to the Internet to play in Fun mode. The extent of Fun mode play is not limited in any way.
• Real Money Mode allows you to play for real dollars. You are required to have a valid real money source (such as a credit card) and you must be connected to the Internet. See the Cashier section of this help file for more information on depositing and withdrawing money to and from your casino account.

When using Sterling House Casino for the first time, you need to create an account before logging in. There are two types of accounts - a Fun Mode account and a Real Money Mode account. Click on the topics below for more information on creating an account.

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Fun Mode Account and Login:

Logging In:

When logging in to Fun Mode, you will be prompted to enter your username, nickname (optional) and password. If you enter a nickname, it will be displayed to other players in the casino, when playing in Multiplayer Mode. If you check the Remember password box, the computer remembers your password and fills it in the next time you arrive at this screen. In this manner, you do not have to type it in every time you use the casino. However, be aware that anybody using your computer will be able to log in under your account!
Account Creation: If you do not have a Fun Mode account yet, you need to register (create an account) - select Create account to do that. A new window will appear. Fill in the two fields - your preferred password and your e-mail address, and then select Create. Sterling House Casino will generate a unique username for you. Then you can then log in using your new account.

Online and Offline: You can play in Fun Mode either online or offline. When playing in Fun Mode online, you are connected to the Internet. You can play in Multiplayer Mode and chat with other players as you would in Real Money Mode.
When playing in Offline Fun Mode, you are not connected to the Internet and therefore the chat, multiplayer, and private group options are not available to you. You will also receive a message stating that a connection to the server cannot be established. There is an icon in the casino lobby indicating whether you are online or offline.

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Logging In:
When logging in to Real Money Mode, you will be prompted to enter your username, nickname (optional), and password. If you enter a nickname, it will be displayed to other players in the casino, when playing in Multiplayer Mode.
Account Creation: If you do not have a Fun Mode account yet, you need to register (create an account) - click on Create account to do that. A new window appears. You will be prompted to enter some personal information that we need to create and manage your account. This information is kept strictly confidential; we do NOT share it with any third party company or organization. The Create Real Account window prompts you to enter the following information:

Select Create to complete the creation of your personal account. Sterling House Casino will assign you with a unique username and Security Code and will send it to your e-mail address. Your Security Code will be neededto perform all of your financial transactions, such as deposit or withdrawal of money from your casino account. Your password is used for login authentication. We suggest that you write it down.

Note: It is very important that you enter your correct and valid information to receive your winnings.

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The lobby contains game icons (clicking on a game icon starts the corresponding game) and a button for the Sterling House Casino Cashier. Certain information is displayed here as well: the mode in which you are playing (for real money or for fun), your current balance and an icon indicating you are online or offline.

Currently, Sterling House Casino offers a total of 58 different casino games. The lobby displays a game menu, where some games are grouped by type. Click on a game name in the menu to start it. Some games ask that you specify a bet amount (click the value of the coins you want to bet) or Multiplayer Mode. Click on the arrow buttons to scroll through all of the icons (left and right). There are two types of games: table games and machine games.

Links and buttons in the lower right corner have the following functions:

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You can customize your game environment by adjusting:

Game Options:

¨   Game Speed
Drag the slider to the right or left to increase or decrease the speed of the multimedia animations used during the games.

¨   Disable DOUBLE UP in Video Poker
When this box is checked, the double, half-double and collect buttons no longer
appear on the screen, and instead, must be selected ones on the machine itself.

¨   Use large cards in card games
When this box is checked, cards are displayed at double their original size (in
table games).

¨   Play slots in ZOOM mode
In ZOOM mode, the reels, buttons and the winning table are displayed larger.

¨   Full screen
Select this option to display your game over the entire screen. When this option
is not selected, you will see the Casino displayed in a midsize window.

Audio Settings:

¨   Sound volume
Drag the slider to the right or left to lower or raise the volume.

¨   Sound
Select this option to enable ambient sound effects - machine noise, cards being
dealt, dice rolls, etc.

¨   Music
Select this option to listen to background music while you play.

¨   Dealer voices
Select this option to hear the dealer while you play. The sound option
must also be selected to hear the dealer.

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Some games feature the following Multiplayer Options:

¨   Multiplayer
You can play with up to two other players who are online.

¨   Single Player
You play alone at the table.

¨   Private Group
You can join or create a group that up to two other people can join.

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In Real Money Mode, select Cashier to deposit or withdraw money, in any one of 3 different currencies [$/£/€]. As well, you can also view your entire transaction history from inside the cashier. In Fun Mode, use the Cashier to deposit or withdraw virtual credits to and from your account.

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Depending on your choice of currency, there are several available methods for depositing money into your Casino account: Credit Card/Debit Card [Visa/Mastercard/Solo/Switch/Maestro/Diners Club], NETeller, Firepay, Instadebit, Prepaid ATM and Moneybookers. You must register your credit card(s) and/or other alternative pay method account information prior to depositing money in your account.
Note: if you have pending withdrawals that are waiting to be processed, you will be prompted when entering the Cashier's Deposit screen. This serves to remind you that you may prefer to cancel a pending withdrawal rather than make another deposit.

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You must register your credit/debit card [any of, Visa/Mastercard/Solo/Switch/Maestro/Diners Club] before you can use it at Sterling House Casino. To register a credit or debit card, complete the following form - Solo/Switch/Maestro users click here. You will be prompted to enter your personal details for registration with the secure Sterling House Casino server.
The Register New Card dialog requires that you enter the following information:

Click Enter to complete your credit card registration.

* - The CVV2 number is used for additional security. To find your credit card's CVV2 number, refer to the last three numbers on the back of your credit card:

Click Enter to complete your credit card registration.

* - The Issue number is used for additional security. To find your credit card's Issue Number, refer to the front of your Solo or Switch/Maestro card:

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You can withdraw money from your Sterling House Casino account at any time.

• The Withdraw tab allows you to withdraw money from your casino account.
  
  
• The Pending Withdrawals tab allows you to display the withdrawals you have requested, but that have yet to be processed. Sterling House Casino waits four days before processing your withdrawal request. During this time period, you may cancel your withdrawal request and transfer the money back into your casino account.
  

  Solo & Switch/Maestro
  Sterling House Casino does not currently have a facility to allow customers to manually request Solo/Switch/Maestro withdrawals. Should you wish to, please complete either a NETeller or Moneybookers withdrawal request through the Cashier. Our cash processing team will identify any Solo or Switch/Maestro previous transactions and send back the entire amount [including winnings] through this channel. The casino is currently allowed to process credits back to the same account for prior transactions made through this method as well as winnings.
  
  Bank Drafts
  Please note that only withdrawal requests in excess of £10,000 will be accepted.

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The Transaction History allows you to view all financial transactions completed through the cashier section of the casino. All withdrawals and deposits, approvals and declines, using all available methods (including Club points to balance conversions) are listed here. Select the desired range of dates and select the View History button to perform a search.

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Sterling House Casino is bound by the credit/debit card companies' policies. Therefore, it can only process credit or debit card withdrawal made using the following methods :

Solo & Switch/Maestro:Player withdrawals in their entirety can be processed through this one method [credit back deposits PLUS any winnings].

Diners Club
Player withdrawals up to the amount initially deposited using that credit card. Winnings beyond that original deposit amount will be sent to the player via any of the other methods available.

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Club Points are rewards given to valued customers according to their wagered amounts. You don't have to be a "high roller" in order to earn Club points.
Every Sterling House Casino player is automatically enrolled in the VIP Player Club where you earn points with each bet you make (regardless of whether you win or lose) automatically. The points are granted according to the amount you bet while playing. The higher your VIP level, the more points you earn for each £10 bet. You can accumulate these points and then convert them to real money.

To view your current Club points, select the Cashier button and then select the Club icon. An updated total of your points is displayed. You will also see the number of points required to progress to the next VIP level.

To convert Club points into real money, just select the Convert to real money button. The money will be deposited into your casino account immediately. The conversion ratio is also displayed for reference.

Note: Club points are only paid out on Real Money accounts

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Service and Support

Our customer service is ready to serve you 24 hours a day, 7 days a week, for any questions, comments, or suggestions you may have.
You can contact the customer service and support center by phone, fax, or e-mail. For up-to-date LiveChat and phone details, please visit our web site at:
www.SterlingHouseCasino.co.uk/support.asp

Support by e-mail

We guarantee a response to all e-mail requests within 25 minutes.
To help us provide you with the best service available, please choose the e-mail address that is dedicated to the kind of help you require:

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