The help center is your source for information about GrandPoker. We provide real-time customer support and are available around-the-clock to assist you with any questions or problems. For quick answers, go to the Live Help option. We are also available by e-mail and telephone. Customer service is priority one at GrandPoker, and we'll be happy to assist you.
Q: I am 17 years old. Can I wager?
A: All customers of GrandPoker Sportsbook & Casino must be at least 18 years old.
Q: What are your hours of operation?
A: We are open for wagering 24 hours a day, 7 days a week. We also have trained customer service representatives available around the clock.
Q: How long have you been in business?
A: Since 1998.
Q: What does it cost to join GrandPoker?
A: There are no membership fees or cost to join.
Q: How do I get started?
A: To register, completely fill out our registration form. From there, you can log in and fund your account or play free casino games.
Q: I have an account with one or more of the following operations: Sportbet, Island Casino, Vietbet, ChineseBookie and BetAnySports. Can I sign up with GrandPoker as well?
A: You are permitted to only have one account. The first operation you signed up with will provide you with wagering services. You may only switch operations with managerial approval from both companies.
Q: I am having problems logging in, why?
A: Double check to make sure you're using the correct username and password. Usernames are formatted as such: 5D1701234. If you continue to experience problems, contact viaLive Help, or telephone (1-800-430-5896).
Q: Can I change the password on my account?
A: Yes. GrandPoker recommends you change your password at least every 60 days. To change your password, log into your GrandPoker Account using your current Username and Password. Click on "Account" from the top navigation menu, then "Change Password". You will then click "Send Code". GrandPoker will send a verification code to the email address we have on file. Once you receive the email from GrandPoker, click on the link within the email to complete the verification process. This will return you to the GrandPoker homepage where you will log back into your account with your current Username and Password. Click on "Account" from the top navigation, then "Change Password". You will then enter your new password. Your new password has to be different than your previous passwords. It also should not contain profanity or obscenities.
Q: What is the procedure if I want to close my account?
A: If for any reason you wish to close your account, it is easy to do. Simply go to the cashier inside the casino or sportsbook and request a refund. We will immediately refund your balance, less applicable withdrawal costs. Should you wish to play with us again, reinstating your account also is very easy. Please use Live Help, e-mail, or call us at 1-800-430-5896.
Q: Which wagering services do you offer?
A: GrandPoker offers players a full sportsbook (Sportsbook Main) with Reduced Juice offerings and Live In-Play Wagering as well as another in-game betting option, Live Betting Extra. You will also find an incredible variety of casino gaming options including some with Live Dealers as well as poker options, skill gaming, lottery, and a complete Racebook.
Q: What sports can I bet on?
A: Our wagering options are extensive. Just some of the sports available for wagering include, but aren't limited to, NFL, CFL, NCAA Football, NBA, NCAA Basketball, NHL, MLB, Motor Sports, Boxing, UFC, MMA, Soccer (All Leagues), Tennis, Golf, Horse Racing, Volleyball, Snooker, Cricket and many more.
Q: What types of sports wagers do you offer?
A: We offer straight bets, totals, if bets, rolling if bets, Asian handicaps, round robins, reverses, pleasers, parlays, propositions and an amazing selection of teasers/progressives.
Q: Do you offer Live In-Play wagering?
A: Yes, the Sportsbook Main offers Live In-Play Wagering on the Internet only. Wagering options during each commercial are provided on the following leagues: NFL evening and playoff games, NCAA football nationally televised midweek games, select conference championship games and all bowl games, NBA nationally televised games and playoff games, MLB Sunday evening games and playoffs, ATP and WTA nationally televised matches. Live In-Play wagering is not available over the phone call center.
You will also find in-game betting on additional games and events through Live Betting Extra. Live Betting Extra offers a variety of in-game options every single day.
Q: What is the minimum amount I can wager?
A: You may play the casino games for as little as 5. The minimum bet in the sportsbook online is 50. Over the phone the minimum is $50 for straight wagers, $25 minimum wager on parlays, teasers, pleasers and futures; $100 minimum wager on open parlays and teasers.
Deposits, Payouts & Fees
Q: Is the money in my account U.S. Dollars?
A: Yes, all customer funds are maintained in United States currency.
Q: Can I deposit using a Credit/Debit Card?
A: Yes, after you log into your GrandPoker account, click on Cashier from the top of the page and select "VISA Processor" for Visa Verified deposits, or click on "All Other Methods" for more visa processors (limited availability). Only credit cards under the name of the account holder will be accepted. Transactions processed using third party cards are deemed as high risk and will ban your account and personal information from future credit card deposits. This option is currently available for US/Canadian customers ONLY. The minimum deposit is $50 and the maximum is $500.
Q: Do you have staff located in the U.S. who can take my money and pay me my winnings?
A: All transactions take place outside of the United States. Funds can be sent to you in a variety of ways. Visit our Funding Methods page for more information. Your funds can arrive right at your doorstep or in your bank account.
Q: How can I make a deposit?
A: Currently we accept a wide selection of funding methods. For complete depositing details, visit our Funding Methods.
Q: My electronic deposit was denied, why did this happen?
A: Management reserves the right to allow or deny electronic funding methods or other features offered in our sites when issues with offshore establishments are reported to be related to your account (regardless if these reports are valid or invalid).
Q: How can I make a withdrawal?
A: Withdrawals can be requested via a wide selection of methods. Withdrawals are available 7 days a week. Please visit our Funding Methods page for details and applicable fees.
Q: Are Person to Person payouts or payments through banking institutions ever free of charge?
A: Redemption requests processed on Mondays between 9:00 AM and 1:00 PM ET may qualify to be sent for free or with a discounted fee if no payouts have been processed in your account during the past 30 days. You are allowed ONE free withdrawal every 30 days only. If you have received a withdrawal from GrandPoker in the past 30 days you are NOT eligible for a free withdrawal. If you wish to wait 30 days and until a Monday to have your redemption processed for free, or you wish to change your free/discounted payout day, you must contact Customer Service via Live Chat. You may also call 1-800-430-5896. Any payout request that does not qualify to be sent for free will be processed having the corresponding fees applied without exceptions. Visit the Funding Methods page for details on specific withdrawal methods and fees associated with them.
Q: I was paid through credit card refunds instead of the payment method I chose, why did this happen?
A: Upon Management's discretion your credit card deposits could be refunded as part of a payout when cashing out. Credit card refunds could incur in a fee of $10 up to $45 per individual credit card charge.
Q: I have $35,000 available balance in my account. If I deposit the equivalent of $100 in Bitcoins, can I redeem the $35,000 balance through Bitcoins?
A: No. Bitcoin payouts are available exclusively to customers who use Bitcoins as a deposit method; and can withdraw up to the amount that was deposited via Bitcoins. For example if you deposited $100 through Bitcoins, only $100 can be redeemed through Bitcoins.
Q: Can I bet on credit?
A: All wagering requires funds to be posted to your account in advance. GrandPoker is only responsible for settling account balances which begin with 5D or AF. Any other account prefix is not the responsibility of GrandPoker.
Q: Are my winnings reported to any government agency?
A: Absolutely not.
Q: What about taxes?
A: We cannot give you tax advice. We have players from many countries around the world. We recommend you seek the advice of a qualified advisor in your country of residence.
Q: How long does it take for my Person to Person deposit?
A: Person to Person deposit confirmations take from 20 minutes to 2 hours under normal circumstances. The time starts counting from the point the confirmation number is entered into the system.
Q: How much do I need to deposit to be reimbursed my Person to Person deposit fees?
A: The minimum amount for the reimbursement of the fees is $250. Inform the Customer Service representative of the exact fee amount when giving the deposit details.
Q: The fee on my deposit has not been added and I have already started wagering. Is it too late to get it added?
A: No. The fee on eligible deposits may be added at any time after the deposit is posted.
Q: I'm banned from using Person to Person money transfers by the transaction company. Can I use a fake name?
A: No, you can't use a fake name. An ID may be requested at any moment by the Person to Person money transfer company, instead you could ask someone you trust to help you with the transaction. GrandPoker will not be held responsible for funds lost due to blacklisted senders.
Q: The games are about to start and my Person to Person deposit has not cleared yet. Can I place a conditional wager to be entered after the deposit is posted?
A: No, wagers may be placed until a deposit is verified by the agency responsible for confirming the transaction. Keep in mind that during peak wagering periods, confirmation times may be longer than usual. Plan to get your deposits in early to avoid missing out on any selections.
Q: How long does it take for a card to be validated?
A: Depending on how many cards are on the waiting list to be validated, the verification process may take from 45 minutes up to 2 hours. Upon discretion of our Credit Card Department, additional information and or documentation may be required.
Q: What is the Validation Process?
A: It's a Fraud Prevention measure in which the Fraud Department contacts the customer's bank to confirm that the name and the address provided is the same information that the bank has, as well as the verification of all the information on file.
Q: Are there any fees for depositing with a credit or debit card?
A: There are no fees charged by GrandPoker for using your credit card directly with our processor. However, your bank might charge fees for international transactions, we recommend you to check with your issuing bank before making any transaction as these fees will not be refunded. To find a credit card issuer with no additional fees for transactions, use your favorite search engine to search the phrase "no foreign fee credit cards".
Q: Are there restrictions for depositing via credit/debit card?
A: Yes, access to third party vendors may be restricted if your validation was not successful. Contact our Credit Card Department viaLive Help to see if your account can have the access re-enabled.
Q: Are there restrictions to make a payout after depositing via credit/debit card?
A: You will be required to VERIFY your account. In order to do this you must provide us with scanned copies of your legal picture ID, front side of your card and you must fill out an authorization form that will be sent to your email address on file. Other information may be required (Utility Bill, Void Check, Bank Statement, etc) prior to authorizing your account for payouts. Also, after the data sent has been analyzed, your account might be set to have payouts processed only in the form of credit card refunds of approved transactions. Credit Card refunds are processed upon discretion of the Credit Card Department only, and may incur in a fee of $10 up to $45.
Q: Can I use the credit/debit card of someone I know to deposit funds in my account?
A: No, the card must belong to the GrandPoker account holder; no third party deposits are permitted. Transactions processed using third party cards are deemed as high risk and will ban your account and personal information from future credit card deposits.
Q: Can I use a credit/debit card to open my account?
A: Yes. You can use your Visa credit/debit card directly with us by clicking "Visa Processor" from the drop down selection of the Cashier menu and following the instructions thereafter. You will be required to enter a code that will be sent to your phone on file, so please make sure to register with a correct phone number that you will have near you when depositing through credit cards.
Q: Can I receive a bonus if I deposit with a credit card?
A: Yes. You may receive any of our regular Free-Play Bonus or sign up for our Cash Back Bonus Programs to receive from 5% to 20% Cash Back of your credit card deposits.
Q: Can I use a prepaid/gift card to deposit?
A: Yes, however, it will be considered as a regular credit or debit card transaction and the same procedure to validate the transaction(s) will be necessary. Keep in mind that only prepaid/gift cards that are available for international use can be used. US "domestic only" cards cannot be processed.
Q: Can I deposit with a credit/ debit/ prepaid card if I had problems with an online deposit option in the past?
A: No, as per our agreements with our credit card processors, we cannot process any credit, debit or prepaid cards transactions from customers which have had previous issues with online processors in the past.
Q: Can I deposit with a $25 gift card?
A: No, the minimum amount to deposit with any type of card is $50.
Q: If I wanted to overnight a bank check, what is the maximum and how long does it take to get it deposited?
A: We are currently not accepting deposits by bank check. However, you may send a Money Order. There is currently no maximum limit for this deposit method. The funds are applied to your account immediately upon receipt. Contact the Customer Service Department via Live Help for further details.
Q: How often can I request a Money Order payout?
A: After you have received a Money Order payout and the funds have cleared, you may then request another Money Order payout without any further waiting period.
Q: I have $35000 available balance in my account. If I deposit the equivalent of $100 in Bitcoins, can I redeem the $35000 balance through Bitcoins?
A: No. Bitcoin payouts are available exclusively to customers who use Bitcoins as a deposit method. With an available balance of $35000, a client that has deposited the equivalent of $100 in Bitcoins will be permitted to redeem the equivalent of $100 in Bitcoins.
Q: I have no balance in my account. I deposit the equivalent of $100 in Bitcoins and win $35000, can I redeem the $35000 balance through Bitcoins?
A: Yes. The complete balance of $35000 can be redeemed though Bitcoins.
Incentive & Rewards
Q: Do you have any incentives or bonuses for joining?
A: All accounts are defaulted to the Reduced Juice Reward Program with a maximum limit of $500 per selection. There are Reduced Juice lines available in Football, Basketball, Hockey and other sports. If at any time (today, tomorrow, or next year) you feel you might want to switch to one of the other rewards options, simply contact Customer Support and let a representative know. However, by choosing any other bonus option, your Reduced Juice offerings will be eliminated. Visit our Rewards and Promotions page to review details of all of the options.
Q: I'm a new customer from outside of North America; can I claim a Free-Play Reward for my full deposit?
A: $100 is the maximum initial deposit amount allowed for customers from outside of North America to qualify for a Reward, the maximum Reward amount being $50.
Q: I am an existent customer and I want to take advantage of the Bonus Casino Madness Promotion for a deposit of over $250, is that possible?
A: Existent customers with 7-15 days of casino play registered in the past 30 days may qualify for this promotion on deposits of up to $500 if their account is eligible for rewards. Existent customers with more than 16 days of casino play registered in the past 30 days may qualify for this promotion on deposits of up to $1000 if their account is eligible for rewards.
Q: Which features are considered third party vendors?
A: Third party vendors include: Poker Rooms, and Sports Pools.
Cash Back Rewards
Q: As a customer from North America, are there restrictions for the use of my Cash Back rebate funds?
A:No, you may use your funds in any manner you wish. You may even redeem the funds with no rollover requirement.
Q: I'm a customer from outside of North America; can I be part of the Cash Back Rewards Program?
A: Yes, you can participate in the Cash Back Rewards Program. As a customer from outside of North America you may be limited to participate in the 20% Cash Back option only. Remember, as a customer from outside of North America you are required to fulfill 30 days of activity before qualifying for a Cash Back Reward.
Also, the Cash Back Reward you receive must be rolled over twice before having a payout approved. Affiliate and cash back schemes will result in not only an account being eliminated from the program, but will also be responsible for fees incurred for all deposits and payouts being applied directly to the players account and/or the affiliates account.
Q: I've chosen to be on the Cash Back Rewards program. Can I still have full limits on Reduced Juice lines and get Free-Play bonuses on deposits?
A: By choosing the Cash Back Rewards program, you are no longer eligible for any other Reward Program. GrandPoker Rewards are exclusive and cannot be combined with any other program.
Q: Is there a minimum/maximum casino rebate/cash back amount that I can request?
A: Yes there is a minimum casino rebate/cash back amount of $2.50 (based on 5% of a $50 deposit lost). We reserve the right to raise casino rebate/cash back minimum amounts applied up to $50 or restrict awards to once per 30 days if an account is deemed to be overusing of any cash back or rebate reward program. There is no maximum cash back amount, if you are entitled a large amount of casino rebate/cash back, it will be undeniably applied.
Q: If I choose to take the 10% Cash Back rebate on a Tuesday, and then wait 30 days for my next cash back, will I qualify for the 15% cash back rebate by waiting 30 days?
A: Yes, by waiting 30 days you would qualify for the 15% Cash Back rebate for play since your last rebate.
Q: If I accept a Cash Back in June, can I also qualify for the 20% cash back when the NFL preseason starts?
A: No. To qualify for the 20% Cash Back rebate, you must not receive a bonus or rebate in the entire period since the last 20% Cash Back rebate timeframe.
Q: It's Tuesday and I received a Cash Back Reward last Friday, do I qualify for a 10% Cash Back today?
A: No. If you had a Cash Back in the past 6 days, you will not qualify for the 10% on Tuesdays. The 10% cash back rebate is limited to be requested on Tuesdays from 9:00am until 11:00pm ET ONLY and you can receive it if you haven't been awarded with a Cash Back in 7 days or more.
Q: I received the 10% Cash Back last Tuesday. How can I get a higher percentage on my next rebate?
A: You can receive the 15% Cash Back if you wait 30 days since your last Cash Back.
Q: I received a 5% Cash Back on my previous loses, if I wait 30 days for my next Cash Back, will these prior losses count towards the 15%?
A: No. Lost funds that have counted for a Cash Back reward will not be counted again in any future Cash Back rebates.
Q: How often may I request the Cash Back?
A: You may request your Cash Back as often as you want. However by requesting your Cash Back in advance, you give up the possibility of earning a higher Cash Back rebate percentage.
Q: Will my current and pending balance be taken into account for my next Cash Back?
A: Yes, those funds are carried towards the next Cash Back.
Q: If I transfer my Cash Back funds to my friend's account, will he receive a bonus for this deposit?
A: Yes. If your friend's account and the amount transferred are eligible to receive a bonus, he may request it.
Q: Will my fees be counted towards the total deposit amount?
A: No. Fees are not counted towards the total deposit amount.
Q: I made my initial deposit and requested my Free-Play Reward. Where can I see my Reward?
A: To see the status of your Free Play Reward, login to your GrandPoker account, click on "Account" at the top of the screen and select "Rewards" from the drop down menu, there you will see the status of each of your Free-Play Rewards. The Free-Play Reward system updates hourly. Once the wagering requirements are met it may take up to an hour for your Free-Play Reward to become available for use.
Q: How do I earn my initial deposit Reward?
A: Initial deposit's Rewards are earned in 10% increments. In the Rewards section of your account, you will see applied the full amount of the Reward but divided in ten equal parts (ten small bonuses each for the same amount). You earn a 10% of your Reward (one small bonus) every time you complete a ONE TIME rollover of your deposit, once you've wagered two times your deposit, a second small bonus will be awarded, & by the time you have completed the ten time rollover of your deposit, all the ten small bonuses will appear as awarded to your Free-Play balance.
Q: How do I earn my Reload Reward?
A: Reload Rewards are earned in 20% increments. In the Rewards section of your account, you will see applied the full amount of the Reward but divided in five equal parts (five small bonuses each for the same amount). You earn a 20% of your Reward (one small bonus) every time you complete a ONE TIME rollover of your deposit, once you've wagered two times your deposit, a second small bonus will be awarded, & by the time you have completed the five time rollover of your deposit, all the five small bonuses will appear as awarded to your Free-Play Balance.
Q: Are Free-Play Rewards applied to my account automatically? Or do I have to request them?
A: Free-Play Rewards are manually approved & entered. There is a 24 hour time frame, after your deposit is captured, for you to request a Free-Play Reward to be applied to your account. We recommend for you to make your request before playing any of your funds in the Sportsbook, so all your bets will count towards the wagering requirements of your Reward.
Q: Do I get a Free-Play Reward for every deposit I make?
A: If your account is eligible, you can request for a Free-Play Reward to be applied within the following 24 hour period after a deposit reaches your account. Eligible deposits must be between $100 and $2500. Keep in mind that once a redemption is placed, the withdrawn funds must be redeposited into your GrandPoker account before you can qualify again for a Reload Reward.
Q: Is there a limit to how many reload bonuses I can get?
A: No, there is no limit to how many reload bonuses our customers can receive. However, in the case of US and Canada customers, only deposits which do not bring the available balance plus pending balance above $2000 will qualify for a reload bonus. If you reside outside of North America, this figure should not be higher than $250.
8th and 9th On the House Rewards FAQ????
Q: I withdrew on several occasions before February 2, 2015 and have not re-deposited the full amount withdrawn. Am I still eligible to register for this reward program?
A: No, you are not. Payouts made prior February 2nd 2015 must be re-deposited in order to convert your account to this reward program.
Q: I received my 8th deposit On the House recently and made a deposit before requesting my 9th deposit On the House. Am I still eligible for the 9th deposit On the House?
A: Yes, even if you make a deposit after your 8th deposit On the House you still qualify to receive the 9th deposit On the House. As long as there have been no payouts since your 8th deposit On the House and all funds have been lost, you can request your 9th deposit On the House.
Q: After receiving an 8th deposit On the House reward I requested a withdrawal. Am I eligible for another 8th deposit On the House? Or do I need to redeposit the withdrawn amount to be eligible for it?
A: All funds withdrawn after receiving an 8th deposit On the House must be re-deposited into the account in order to qualify again for another 8th and 9th deposit On the House. Deposits made to cover the amount of the withdrawal will not count towards the calculation of upcoming 8th and 9th deposit On the House rewards.
Q: I received an 8th deposit On the House reward and then requested a withdrawal. Am I eligible for the 9th deposit On the House?
A: No, once a payout is processed you no longer qualify for the 9th deposit On the House. You must redeposit the amount withdrawn in order to start another deposit streak towards a new 8th deposit On the House.
Q: I already made more than 7 deposits since converting my account to the On the House Program but haven't requested any rewards. Can I still request the 8th and 9th deposits On the House?
A: Yes, if you fulfill all the requirements for the reward, you can sill request for the 8th deposit On the House. When more than 7 deposits have been made, the deposits with the highest amounts will be the ones considered to calculate the reward.
Q: I made several small deposits today and lost each one playing the same casino game. Is that considered "stacking" deposits?
A: No, it isn't. As long as all funds are lost prior making another deposit, the deposits made will be eligible for the 8th deposit On the House calculation.
Q: Since my last On the House deposit, I took a payout. Do my subsequent 7 deposits count for the 8th deposit On the House?
A: Your deposit count towards the 8th deposit On the House will start with the first transaction that exceeds the amount redeemed. For example, if you cashed out $850 and have made 7 deposits for $100, $150, $100, $180, $100, $100, $200; your first eligible deposit towards the 8th deposit On the House is the last one for only $80 of the $200 deposited amount. Now you need to make 6 more deposits to claim the reward.
Betting Contest FAQ
Q: I made a real money wager for $27 in the sportsbook 23 hours AFTER starting my winning streak in the Betting Contest. If I reach the 5 consecutive wins, am I eligible for the $50 valued item prize?
A: A $27 real money wager DOES NOT make you eligible for the $50 valued item prize. You would get applied a $27 Free Play available to use in Sportsbook Main.
Q: Will I be eligible to receive the full prize for the 10 consecutive wins at the Betting Contest if my qualifying real money wager within 24 hours of starting my streak was for less than $50?
A: Yes, you would qualify to receive the $500 Valued Item. The only prize that would not be applied in full would be the one for 5 consecutive wins.
Customer Service and Wagering Call Centers
Q: Do all my deposit minimums have to be $500 in order to wager over the phone?
A: Exceptions are made with this rule all the time. Bear in mind that phone call center wagering minimums are strictly enforced. Call lengths for clients making deposits of less than $500 must be kept "short and sweet" in order to keep phone call center privileges on an account.
Q: Will phone call center representatives provide me with scores during or after an event?
A: No. The phone call center is for "wagering only". Customer service and wagering call centers are not responsible for providing game scores or game details, nor are they permitted to do so.
Q: Can access to certain gaming features such as the casinos or lottery be blocked at my request?
A: Yes. While any feature can be blocked at a customer's request, that feature can also be un-blocked at a customer's request. No "blocking" or "un-blocking" can be made a permanent when requested by the customer.
Browsers & Mobile DevicesQ: Which Internet browser should I use?
A: To maximize your playing experience at GrandPoker Sportsbook & Casino we recommend using the most current version of your preferred Internet browser.
Q: Is GrandPoker compatible with my mobile device?
A:Yes, all of our products are able to be use with moble devices.
Agents and Commissions
Q: Can I be an agent and receive a percentage of my client's losses?
A: Refer to the GrandPoker Affiliate for the latest information on joint efforts with other business entities. You also may call GrandPoker to discuss any joint ventures with a manager.
Q: Do I get money for sending you new customers?
A: Yes, we will credit your account with a free-play bonus for all new customers referred to us. You may call GrandPoker to discuss personalized referral bonuses on an individual basis.
Privacy & Security
Q: Do you sell my information?
A: No. Your privacy and security are our top priority. We will not sell or share your information.