FAQ
Gameplay
- Who answers when in the chat-line: a robot
or a human?
- I've asked the croupier a question to make
sure that the game is held in the real time,
but there was no answer. Why?
- Are the other players on my table robots
or real players?
- I prefer to play alone, is it possible to
do something so that
other players do not
appear at my table?
- How may I optimize video quality?
- I placed many bets, but some of them were
not accepted. Why?
- I have a very low-speed Internet connection.
May I turn off the video
and stay in the
game?
- May I zoom the video picture?
- I have regular disconnections. Why?
- May I choose another play table with higher
bet limits?
- I want other players too see my balance.
How can I display it?
- May I "save" my fun balance?
- What is the "complete" button?
- May I move to another table with the same
bet limits but with other
players?
- Your system seems to make a mistake: broadcast
showed one number, but system indicated another
number. What should I do?
1. Who answers when in the chat-line: a robot
or a human?
It is our dealer who answers in the chat.
You may ask him any question you like. If
you know how to create such a robot please
let us know. Our company is interested in
having such instruments to save money. We
hope you understand we could not answer this
question without some humor. Home
2. I've asked the croupier a question to make
sure that the game is held in the real time,
but there was no answer. Why?
Due to the fact that there are lots of players
in our casino, the dealer is not capable
of answering all players’ questions. That's
why our dealers will accept and answer questions
only from players whose balance is more than
$100. It is also possible that the dealer
may not have time to answer a question. The
dealer's monitor, which you can see choosing
an appropriate camera, displays not more
than 12 messages. It is our advice that you
try repeating your question once again. The
dealer is only human and is not able to answer
all questions at the same time. Home
3. Are the other players on my table robots
or real players?
Only real players may be in our casino. You
may communicate with other players in the
chat window. If you are sure that another
player is a "robot", please, share
this information with our 24 hour support
service. It is forbidden in our online casino
to use any additional software. Home
4. I prefer to play alone, is it possible to
do something so that other players do not
appear at my table?
If you prefer to play alone push "don't
see other players" button. It's the
first right button with a "man"
icon above the chat area. Double clicking
on this button will show other players and
their bets. Home
5. How may I optimize video quality?
Your Internet connection type and speed are
the main factors affecting video quality.
We recommend 1Mbit/s and high Internet connection
speed. But you may choose the quality manually
by pressing the "Video Format"
button under the camera window. You may check
you current stream speed in the top right
corner of the camera window. If your Internet
connection is 128Kb/s or less, we recommend
you to turn off video translation by pressing
the "turn off video" button under
the camera window. You may continue playing
in our casino without video images. Home
6. I placed many bets, but some of them were
not accepted. Why?
After making bets this information is sent
to our server. If you have a low connection
speed, this information may not reach the
server in time (before "No more bets,
please!" message). In this case, bets
will be returned to the player's account
and you'll see a "Warning \ Error"
message. Home
7. I have a very low-speed Internet connection.
May I turn off the video and stay in the
game?
If your Internet connection is 128Kb/s or
less, we recommend you to turn off video
translation by pressing the "turn off
video" button under the camera window.
You may continue playing in our casino without
video images. Home
8. May I zoom the video picture?
Yes, you may double the size of the video
image by pressing the "x2" button
under the camera window. Home
9. I have regular disconnections. Why?
You may have disconnections due to many reasons.
They are: low quality of the Internet connection,
problems with your IPS Internet streams,
errors with hardware and software, viruses
etc. Your bets will not disappear if you
lose your connection. You may check the results
of the spin in the Game History directory
in the Cashier on your next visit. Home
10. May I choose another play table with higher
bet limits?
Yes, you may. Players may choose 2 different
sorts of tables: first table has the following
limits: 25c - $5 on numbers and $5 - $100
on chances, second table: $2 - $50 on numbers
and $50 - $1000 on chances. Switching buttons
are under the player's icon. Currently selected
range is indicated in pale color and corresponding
button is not available. Players can go to
the table with the other bets range, pressing
the second button. Home
11. I want other players too see my balance.
How can I display it?
Yes you may, just press "Show balance"
button under the chat window. Home
12. May I "save" my fun balance?
Both fun and real balances are saved automatically.
Home
13. What is the "complete" button?
The "Complete" button is used to
make maximum possible bets on a number on
the table. Home
14. May I move to another table with the same
bet limits but with other players?
Yes, you may. If you for some reason wish
to continue the game at the same table but
with other players, then just press “Change
table” button. Home
15. Your system seems to make a mistake: broadcast
showed one number, but system indicated another
number. What should I do?
Actually, technical equipment may make errors.
The probability of such an error is 1:250000,
however this minute value should not be disregarded.
Dealer mistakes cannot be excluded either.
All dealers' actions are recorded to several video cameras simultaneously. That is why
we can always restore the true picture of
events. If you faced such a situation please
turn to the casinos administrator, describe
the situation and the time when it occurred.
You may contact the administrator through
chat line or e-mailing to abuse@SurpriseCasino.com.
Your abuse will be regarded within the shortest
period of time. Home
Possible Problems
- It always occurs that I have permanent problems
with video. How can I
improve the video signal
quality?
- I've placed many bets, but when I finished
placing them I received
a report that only
a part of my bets had
been accepted. Why?
- I've asked the croupier a question to make
sure that the game is
held in real time,
but there was no answer.
How come?
- Can I switch off the sound?
- I have had my connection lost while some
bets have already been
placed. What should
do now?
1. It always occurs that I have permanent problems
with video. How can I improve the video signal
quality?
Video quality received by your computer directly
depends on your internet connection rate.
Capacity of internet connection recommended
by our Casino comprises not less than 1 Mbit/s.
But in our Casino it is possible for you
to choose any preferable video quality rate.
To make those changes just press "Broadcasting
format" button and choose a suitable
variant from the list. In case your internet
connection rate is less than 128 Mbit/s we
recommend you to switch off the video by
pressing "Switch off video" button,
which is located under the camera window.
In this case you still will be taking part
in the game. Home
2. I've placed many bets, but when I finished
placing them I received a report that only
a part of my bets had been accepted. Why?
After placing each bet on the table, the
information about the bet goes to our server.
If you have a low internet connection rate
then it is possible that just before the
dealer's "no more bets" report,
the information about the bet goes to game
server while the game has already begun.
In this case, the game server will not accept
this bet, it will be removed from the table,
and its sum will be returned to players account.
We recommend you finish your bets as early
before dealer’s "no more bets"
report as possible, and we ask for your understanding
due to the technical specification of the
internet. Home
3. I've asked the croupier a question to make
sure that the game is held in real time,
but there was no answer. How come?
Due to the fact that there are lots of players
in our casino, the dealer has no physical
opportunity to answer all players’ questions.
That's why the dealer will accept and answer
questions only from players whose balance
for the moment is more than $100. It is also
possible that the dealer may not have time
to answer a question. The dealer's monitor,
which you can see choosing an appropriate
camera, displays not more than 12 messages.
It is our advice that you try repeating your
question once again. Still, the dealer is
only human and will not be able to answer
all questions at the same time. Home
4. Can I switch off the sound?
Yes. You can always switch the sound off
by pressing speaker icon located under the
camera window. Home
5. I have had my connection lost while some
bets have already been placed. What should
do now?
In case of lost connection, all bets placed
do not disappear. If connection is lost before
dealer's "no more bets" report,
than the sum of your bet will be returned
to your account. If it happens after then
your bets take part in a game, when next
time you log on to our Casino you may go
to menu and look for missed round result
by clicking "History" Home
Honesty and Security
- How can I be sure that the game is fair?
- What are the guarantees that data about my
internet-wallet or credit
card will not get
accessible to swindlers?
- What are the guarantees that the casino will
pay my winnings?
- I do not believe the broadcast to be real-time.
Can you convince me that
it is not a video
recording?
- What kind of a wheel is there? The external
ring revolves as well.
I have never seen
it before.
- Is the equipment you use certified?
- Why am I not allowed to make more than 3
idle spins and why does
connection fail after
that?
- I noticed that the video is behind real time.
For instance at the time
I have already received
a chat-message from dealer
I watch him in
the screen just starting
to type something.
Why is it the case?
1. How can I be sure that the game is fair (honest)?
It is very simple to make sure of the fairness
of a game. Taking use of real-time video
transmission from the real table, a player
can see which numbers occurs to fall. Switching
observation cameras allows players to observe
the roulette table from different views and
to watch the actions of the dealer. Players
may correspond with each other through the
chat-line, ask questions to the dealer and
immediately get answers to them. Please pay
attention to the fact that due to a great
number of people playing in our casino at
the same time, the dealer receives and answers
messages only from the players who play on
real money and whose current balance exceeds
100$. Home
2. What are guarantees that data about my internet-wallet
or credit card will not get accessible to
swindlers?
All money transactions in our casino are
conducted by the way of protected protocol
SSL 3.0 with the 128 bit key length, which
provides the highest protection of transferring
information. SSL 3.0 protocol is a generally
accepted safety standard. Home
3. What are guarantees that the casino will
pay my winnings?
Actually the matter of your confidence to
our casino is purely your personal concern
but we are citing some facts which may let
us persuade you in our honesty and given
guarantees. First, Videocasino and Globo-Technologies
is governed by "Internet Media Group
Ltd." which leads its activity according
to the license š003033 released on 31th of
October 2003 by the National Committee of
Russian Federation on Physical Culture and
Sports. Second, our company has huge experience
and reputation in the field of creating and
managing online casinos, over long years
of successful work. Third, in contrast to
many other internet casinos, our company
hides neither its name nor its physical address,
which may be found in the "Help - Contacts"
section. Fourth, the cost of software accounts
for several hundreds of thousands of dollars
in investment; it can be confirmed by any
Russian or foreign company whose business
is online-casino development. It is obvious
that investing such large funds in the development
of the casino guarantees that our company
possess necessary funds for further casino
development and for paying of gains, however
high they may be, and also plans long-term
and successful work for which the indispensable
condition is honesty of the casino. If you
are not sure of honesty of our casino in
the light of the information stated above,
we recommend you to refrain from playing
in our casino. Home
4. I do not believe the broadcast to be real-time.
Can you convince me that it is not a video
recording?
We have done our best to prevent the appearance
of such suspicions. Let's try to figure it
out together. If it had been a recording
we should have inserted a new video fragment
with every throw. It means that the video
should have been interrupted every now end
then. However it is not that difficult to
check whether it is real-time broadcast or
not. It is sufficient to choose the camera
with the whole view where you can see the
dealer and the table. You can also see an
electronic indicator board, which is identical
to the one which all players see on their
computers. If the quality of video does not
satisfy you, it may be caused by the internet
connection speed, which may be not steady.
In this case we recommend you to reduce the
quality of video. So, for instance, many
players who have internet connection speeds
equal to 256 kbit/sec choose black-and-white
video. In this case the quality of video
corresponds to color video stream of approximately
700 kbit/sec. Moreover, you may always correspond
with the dealer as well as with other players.
If you are still in doubt then comes the
best advise - not to play in our casino.
Home
5. What kind of a wheel is there?
The external ring revolves as well. I have
never seen it before. It is the case - we
use the roulette wheels on which not only
the central part but the external ring revolves
as well. But the rotation speed is different.
The construction of such wheels is patented.
We decided to make use of it after questioning
more than 2000 players. The questionnaire showed that the majority reckons that "if a
croupier wishes, he can throw the ball wherever he needs". We dear to assure
you that it is not true, nevertheless we
decided to give more guarantee to our players.
On using such kind of wheels even an experienced
croupier cannot throw the ball "to order"
for the external ring position alters continually.
By this we achieved another guarantee that
the appearing numbers are absolutely accidental.
Home
6. Is the equipment you use certified?
Yes, it is. The certificate š ?Î?? RU. ?ß04.
Í00554 on "MECHANICAL WHEEL ??32?4"
?Ó 9631-001-18830713-00, the certificate
š ?Î?? RU.0001.11?ß12 on FURNITURE SET FOR
CASINO (PLAYING TABLES, CHAIRS, BUREAU) serial
production on ?Î 18830713-001-02, medical-epidemiological
conclusion š 77.?Î.01.963.?.002034.04.03.
Home
7. Why am I not allowed to make more than 3
idle spins and why does connection fail after
that?
The traffic capacity of the casino is restricted,
that is the reason. As a result we cannot
increase endlessly the number of simultaneously
connected users. From another viewpoint if
we don't receive any action from the user’s
computer we don't know whether he is observing
the game or simply left his working computer.
That is why we have to rupture the connection
in order to prevent possible overloading
of our servers. Home
8. I noticed that the video is behind real time.
For instance at the time I have already received
a chat-message from dealer I watch him in
the screen just starting to type something.
Why is it the case? That is the way how our
system is organized. The studio is connected
to the recoding server at the point of traffic
exchange M9 through optic-fiber channel.
Re-coding server divides the video into several
streams, and optimizes them for better transfer
through less qualitative channels. Only after
that is the video stream ready to go to the
players. As you may see, there are many operations
to be conducted to get the video of the best
quality ready for transfer. Unfortunately,
in spite of using apparatus modules at every
step it is impossible to avoid delays completely.
At this moment, delays do not exceed 2 seconds
given fine internet connection. Home
