We will answer as fast as possible, however it might take up to 2 business days. Please note that all inquiries are responded to in the order that they are received. If you send multiple emails before we respond, it will increase our processing time and consequently delay our reply.
Thank you for your understanding.

We currently accept payments through the App Store and Google Play. If you are having issues with purchasing chips, please check if the problem is not related to the following:

Problem with your credit card or bank account.
The account you are currently connected with in the app store is different than the one you used when registering in our game.
For instance, if you use abc@gmail.com, while registering, you need to use abc@gmail.com to purchase chips.
You are trying to purchase chips through an unauthorized method.

If you are still unable to purchase after checking these elements, please contact our support and provide us with a screenshot of the error message you get when you try to purchase.

This problem may be related to the following:

Unstable internet connection
Baccarat Online 3D is an online game and therefore requires a good internet connection. If your internet connection is unstable or very slow, it may seem like chips disappear sometimes but it is only momentary.
If it happens, please don’t be alarm. Simply turn the game off and on again and you will see that your balance has been restored.

Miscellaneous
Sometimes players feel like their chips are vanishing but it is simply because a member of the family or a friend is borrowing their device and using the account to play on their own. Please check around you if that could be the case.
However, if you have reasonable doubts to believe that the safety of your account has been compromised, we recommend that you change your password immediately.

Your password is case-sensitive, therefore if you cannot login please check your input again.

This could be an issue between our e-mail providers. If this happens, simply contact us through our support and we will send you a new password. Please be aware that protecting the integrity of our players’ accounts is very important to us, therefore we require that the request for a new password be made with the same e-mail address that was used to register in the game.

Our games offer a very accurate simulation of a real casino that allows you to practice your game skills before actually going to live games and play for real money. Therefore, we only offer games that use play money.

Please be aware that chips will never just disappear from your account. In case of a connection loss while you are in the middle of a game, two instances may occur:

The server takes your bet into account
If the connection loss happens after your bet or during the game, the server will take it into account. In this case, the outcome of the game will affect your chips and result in a win or a loss for you, even though you may not be able to see the game yourself due to your disconnection.

The server does not take your bet into account
If the connection loss happens before your bet, the server will not take it into account. In this case, the outcome of the game will not affect you whether you would have won or lost.

This game uses the same setup as a real live baccarat game. Each shoe is composed of 8 packs of cards, for a total of 416 cards, and we use a random shuffling algorithm approved by the international certification committee. Therefore, you do not have to worry about the integrity of the game.
If you feel like you are having a bad losing streak, we recommend that you change tables and start playing with a different shoe.

In Baccarat’s international rules, there are two ways to count a banker commission:

House takes a 5% commission on all Banker bets
House takes no commission on Banker wins except when winning with 6 and higher, in which case a 50% commission is deducted

Currently Baccarat Online 3D uses the first method on high stakes tables (red tables and higher) and the second method on low stakes tables.

In most cases, you will receive the chips you purchased immediately. Sometimes, when your internet connection is unstable at the time you make the purchase, you may not receive the chips right away. When you don’t receive your chips after a purchase, make sure that your internet connection is stable. Then try closing and reopening the game. You should have received your purchased chips as well as the Lucky Bonus.

If you still didn’t receive the chips after doing the above, please contact our support at app.casinoman@gmail.com

You will then have two options:

1. Receive the chips you purchased and the Lucky Bonus
After the payment is confirmed, you should receive a receipt via email from the platform where you made the purchase (Apple, Google, Facebook). Please forward this receipt to us by email with a brief message asking for therestoration of your chips. We will notify you after depositing the chips on your account.

2. Refund
The refund policy and process vary for each platform:

Apple App Store
On the receipt from Apple, click on “Report a Problem”, then follow the instructions to submit your refund request.

Google Play
Forward the receipt from Google Play to app.casinoman@gmail.com We will refund 100% of your purchase after confirming that you did not receive the chips.

Facebook
From your Facebook home page, follow these steps:
1. Go to “Settings”
2. Click on “Payments”
3. Find the appropriate purchase
4. Email us the payment ID and a brief message to notify us your refund request at app.casinoman@gmail.com

Note: If you make a purchase by mistake, the refund process will be the same as described above. However, please note that we will refund this kind of purchase only once.
Thank you for your understanding.