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Frequently Asked Questions (F.A.Q)

  1. Privacy

  2. Bonuses

  3. Depositing

  4. Cashing out

  5. Technical

  6. Reward Point Program

  7. General Information

  8. Tournament FAQ’s

  1. Privacy

    • How does Scratch2Cash protect my Privacy?

      Scratch2Cash utilizes the latest 128-bit Secure Socket Layer (SSL) encryption technology to ensure that sensitive data is completely private. All data is protected by the latest firewall. All your personal information is kept confidential and secure and is not shared with other organizations for commercial purposes. For more information regarding the privacy policy click here:

    • Who is the governing body of Scratch2Cash?

      Scratch2Cash is a brand owned by ASG Technologies Ltd., a company incorporated under the laws of British Virgin Islands. The games on this website are powered and operated by NG International LTD, a Malta based company. NG International LTD is a fully licensed operator (LGA/CL1/408/2007) under the Lotteries and Gaming Authority of Malta

    • Why do I have to send my documents?

      Requiring Documentation for a withdrawal request is an industry standard and a onetime inconvenience. Documentation is requested to validate that funds are being sent to the correct person. Identification is also requested for age verification purposes. On occasion, certain credit cards may requested due to the credit card company’s regulations, and in order to protect your account security.
      Your documents are received and secured in access-restricted manner in accordance with the Data Protection act. Once documentation has been received in your account, future cash out requests should be approved with no unexpected delays.

    • How do I know if Scratch2Cash is playing fair?

      Fair play is the base that we stand on. is committed to providing fair play at all times. We here at offer a 1 in 3 statistic. This statistic is guaranteed on our website, on a global scale of our players and is verified independently by Itech labs in order for us to obtain our gaming license. You can review our commitment to Fair Gaming in more detail here: Fair Play

    • Still need help? Contact our Customer Support Team

  2. Bonuses.

    • How do I receive my 5 Free Bonus?
      To receive the $5 bonus follow these steps:

      1. Sign up to Scratch2Cash with your new practice account.

      2. Click on the "SWITCH TO REAL MONEY PLAY" button on the centre of the screen.

      3. Fill in the registration form for your new real money account.

      4. Follow the instructions that follow.

    • How can I get my 100% match up bonus?

      The 100% matchup bonus is something that Scratch2Cash offers to all its new players. To claim this bonus all you need to do is make your first deposit of a minimum of $10.

    • Why did I not receive my bonus?

      As all our promotions run to GMT time it may be possible that the time in your location is not the same and therefore the promotion has ended. Feel free to contact our friendly support team to find out about any other current promotions or offers.

      As per our terms and conditions, we would like to remind that any accounts that have pending cash out requests remaining will not receive any promotional bonuses.

      Players have the ability to request bonuses to be disallowed and should this have been done in the past no bonuses will be added to this account. To check or change this, please contact our friendly customer support.

    • I received a free 5 e-mail but my balance is at zero, why?

      The free 5 is a onetime offer made to you upon registering a real money account. E mails are sometimes sent out by affiliates who are not aware that you have already benefited from the free 5. Affiliates have no way of knowing that you have already taken advantage of the free 5 offer as we do not share any personal information.

    • I deposited but did not receive the bonus you promised me by e-mail

      You need to ensure that the terms and conditions of the bonus offer such as the minimum deposit amount and the period during which the deposit needed to be made in order to qualify for the bonus have been met. On some occasions, bonuses are required to be wagered on a particular game. Furthermore some bonuses will only be added after the promotional period is over. Please read the terms and conditions of the promotional e mail carefully and if you require an additional explanation as to why your bonus was not added, contact us through live chat or by e mail at We kindly remind you that some bonuses do not qualify to be received while you have a Cashout request Pending in your account.

    • I received a bonus on my deposit but I didn`t ask for it, why did you add it?

      Any bonuses added to your account are usually added automatically if a promotion is running during that period. It may also have been credited to your account by your Personal Account Manager either following a personal bonus offer or as a thank you gesture for your continued loyalty to us here at Scratch2Cash. If you do not wish to take advantage of the bonus offer please do not play with the deposit and bonus funds at all and contact us straight away.

    • Did I wager my bonus enough?

      To calculate if you have wagered your bonus enough you will need to do a simple calculation, you would need to access your account game history from the menu section in your account, and calculate the bonuses you have received and then multiply them by 35, you will need to see all the bets you have made and subtract the total bonus amount, if have wagered more times than the total amount bonus then you would have wagered enough.

    • How much in bonus have I received until now?

      Log on to your Real Money Play account. Click on the "Menu" tab which can be found at the bottom bar of the lobby, then click on "My history" and choose "Cashier History". You will then be able to filter your search by month and view all bonuses and deposits made for that month.

    • Why do I not receive a bonus with every deposit I make?

      We do have on-going promotions which are sent out regularly to the email address which you registered with us, however should you wish to make a deposit and have not received a promotional e mail for that day, please contact our support team and we will let you know if you do qualify to receive a bonus on your deposit.

    • Do I get a choice of how much bonus money I can get?

      The activity on your account is regularly monitored by your account manager and this determines if you qualify for a bonus at that point. Please contact our support team by live chat before making a deposit if you wish to check whether you can receive a match up bonus on your deposit.

    • Can I have a free bonus without depositing?

      We do offer a free 5 bonus to all players upon registering a real money account. If you have already received this bonus please contact our support team on live chat who will inform you of any current promotions that we may have on offer.

    • How can I Stop receiving bonuses in my account?

      The 100% match up bonus on your first deposit is automatic and cannot be removed. However if after that you do not wish to receive any more bonuses, please contact us and no further bonuses will be added to your account. Once you opt out of receiving additional bonuses, you will no longer be able to reverse your decision. Please note that the match up bonus received on your first deposit will still need to be wagered as per terms of use.

    • Can I cash out the free 5 my bonus?

      The free $5 is a bonus given to our new customers to allow them to get a feel for our games and look around the site. Therefore, this bonus is not eligible to be cashed out. Should you Win big in the process however, you will be able to cashout your winnings , up to $100, once you have made a deposit and met the requirements of the Bonus Policy and the Cashout Policy.

    • Still need help? Contact our Customer Support Team

  3. Depositing

  4. Cashing out

    • How do I Cash Out winnings?

      Once you would like to Cashout your winnings all you will need to do is:

      1. Click on 'Cashier' in the lobby.

      2. Click on 'Cashout'.

      3. Choose one of the cashout methods for withdrawing your winnings and fill in the required information.

      4. Click on the 'Cashout Request' button and your cashout will be sent to processing and then refunded in accordance with your selected cashout method.
        You may now check your Cashout history, by clicking on the 'My Account' button and choosing 'Cashier History' report.
        Cashout requests by the same method within 24 hours may be combined in one payment.

    • Can I cancel my Cashout request?

      Cashout requests are processed within 48 hours from the date of request. During this time you may cancel your Cashout request from within the 'Awaiting Process' box in the Cashier and return it to your balance.

      1. Go into the Cashier.

      2. Click on the "Pending Cashout" button on your left.

      3. Click on the Transaction you would like to cancel.

      4. Press on the "Transfer Money Back to Your Account" button located at the bottom.

      5. The Funds will now be transferred back into your Scratch2Cash account.

      After 48 hours the status of your cashout request will change to 'Processing' and you will no longer be able to cancel it. You will be notified by email when your cashout request is delivered and the money is sent to you according to the method you chose.

    • I am trying to withdraw my winnings and I get a message saying "Cashout is not allowed at this stage", Why?

      In order to cashout at Scratch2Cash you must first make at least one deposit. For all deposits received from micro SMS and Micro phone, you will only be able to cashout after you have wagered 5 times your total deposits using these deposit methods. Bonuses, winnings or deposits may only be cashed out after you have wagered 35 times each bonus received (wagers made with the FREE 5 will not be counted). For further information, please click on the following link Bonus Policy Requirements

    • How long do I have to wait to receive my winnings?

      Cashout requests are sent for processing within 48 hours from the date of request providing all the requirements are met. * Please note that your personal details should be correctly given in order to receive your money within the above allocated times. Please click here to see the processing times for the methods you choose to cashout with. Help Cashout Time

    • 48hrs have passed already and my cashout shows as pending still, why?

      It could be that documentation is required by our accounting department in order to proceed with the cashout request. Kindly check your inbox to see if an e mail has been sent out to you. If this is not the case, please contact our customer support team who will look into any possible reasons for the delay.

    • Why my cashout has been declined?

      It could be that you have not met the wagering requirements for the bonus on this occasion. You can view the bonus policy at Bonus Policy and if you have any further queries one of our live chat agents will be happy to further assist you.

    • How much do I still have to wager to cashout?

      You can check the amount of wagers you have made so far on the? “My History” page from the lobby. Please keep in mind wagers made with the free 5 do not count towards the cashout target. Please refer to the cashout policy to see the wagering contributions of each game. To check your wagering history, all you need to do is follow these steps; when logged into your Money account – click on the menu button – select history then games history, and you will be able to see all the recent wagers made.

    • I have wagered 35 times my bonus, why I cannot cashout?

      Not all games contribute 100% towards the wagering requirement. For further information please view our bonus policy at Bonus Policy - or contact our support team

    • Why my cashout shows in process for a week and I have not received my money?

      Kindly contact us at and we will further look into the matter. Please quote the amount of the cashout and the date when it was requested.

    • Do I have to send documents to cashout?

      Our accounting department will review your account when the cashout request is made and you will be notified by e mail should any documentation be required.

    • Every time I want to cashout I have to send documents?

      The documentation will only be requested once. It will then be saved to your account and future cashout requests will not incur any delays provided the same payment method is used. Additional documentation may be requested in cases where a different payment has been used.

    • I have sent several times my documents: why my cashout has not been processed?>

      Please be aware that it can take up to 48 hours from the date of receipt for us to process the documents. If more than 48 hours have passed since you sent the required documentation, please contact us at Contact Us or contact our support team through live chat and we will further look into the matter.

    • I sent my documents more than 48 hrs ago and my cashout is still pending?

      Please make sure the documents were sent to the correct email address or fax number as per the e mail which you received. The email should not exceed 2 Megabites in size including any attachments. We also recommend checking your email for notifications from our Compliance department in regards to any issues with the documents received. Please feel free to contact our Customer support team if this has not resolved your question.

      Contact Us

    • How can I send documents?

      here are 3 ways you may send documents to us ;
      1. You may scan and email the copy of the documents to You may also take a photo of the documentation using a digital camera. We would advise saving the image as a .jpeg format.

      2. You may fax them to one of our toll free numbers. If you are sending documents by fax, kindly note that you need to include your username on the document. , I am happy to make you aware that many post office branches and public libraries offer these services.

      3. Once you are in the Deposit page you will find a link on the left hand side that says 'View your account Details'- click on that link.

      4. You may send copies of your original documents by post to the following postal address ; 135, High street, Sliema SLM 1549, Malta

      Furthermore, once we have this information saved in your file, any future cash out request should be processed and approved with no delay.

    • Still need help? Contact our Customer Support Team

  5. Technical

  6. Reward Point Program

    • What are Reward Points?

      1. Reward Points are another way for Scratch2Cash to reward our loyal players.

      2. Registered Scratch2Cash Real Money players earn Reward Points as they play.

      3. Once players reach a certain number of Reward Points they are eligible to redeem these Reward Points for Bonus Money

    • How do players register for Reward Points?

      1. All Real Money players are automatically registered to earn Reward Points upon making their first deposit into their Real Money account.

      2. Earning Reward Points does not cost players any extra money.

      3. Earning Reward Points is mandatory, but redemption is optional.

    • How do players earn Reward Points?

      1. Reward Points are awarded automatically, based on Real Money wagers and recent player activity.

      2. Standard Earning Rate is 1 Reward Point for every $20 wagered.

      3. The number of Reward Points awarded per bet will depend on the game and/or type of bet placed by the player.

      4. Reward Points cannot be earned on Black Jack or Roulette games, and only 30% of the standard Reward Points earning rate will be awarded for Video Poker games.

      5. Reward Points may be awarded for special promotions or as gifts from Scratch2Cash.

      6. Reward Points cannot be earned through practice mode play.

    • How do players redeem Reward Points?

      1. Once players have accumulated the minimum number of Points, they can redeem these for Bonus Money.

      2. Bonus Money redemption is done from the cashier section of the Scratch2Cash site.

      3. The Bonus Money amount must be more than or equal to the minimum number allowed for players’ current Reward Level and equal to or less than the maximum number allowed for the players’ current Reward Level.

      4. Redeemed Bonus Money will be added to players’ game account.

      5. Redeemed Reward Points will be deducted from players’ Reward Points balance, but not from the Total Reward Points.

      6. Promotional Points awarded as prizes cannot be exchanged for an alternative cash value.

      7. Redeemed Reward Points can then be cashed out, providing standard cashout criteria are met.

      8. Redeemed Points will be subject to standard bonus wagering requirements. See Bonus Policy for more details.

      9. Maximum redemption of Reward Points per month is calculated as follows: $100

    • What are Total Reward Points?

      1. Once players reach a certain number of Total Reward Points, their accounts will be automatically upgraded to the next Reward Level.

      2. Each new Reward Level will provide enhanced redemption rates for Reward Points.

      3. Total Reward Points are awarded at the same time and rate as Reward Points.

      4. Total Reward Points are calculated on players’ lifetime activity.

      5. Total Reward Points cannot be redeemed for cash.

      6. VIP Level is by invitation only.

    • Is there a validity period?

      1. Total Reward Points are based on lifetime activity and do not expire.

      2. Any Reward Points that were not redeemed within a 3 month period will expire from your Points Balance.

    • What happens to the Reward Level and Reward Points in the event of account closure?

      1. If a player chooses to close their Scratch2Cash account, they will forfeit their Reward Level and lose all Reward Points associated with that account.

      2. Reward Points and Reward Levels cannot be transferred to another account.

      3. In the event of account closure by Scratch2Cash for any reason, Reward Levels and Reward Points will be forfeited.

    • Reward Points on mobile games

      1. It is possible to earn Reward Points on the Mobile platform as well as through web games on Scratch2Cash.

      2. Scratch2Cash Mobile Players earn points in exactly the same way, but will need to access their web accounts to check their Reward Points balances and redeem Reward Points.

    • Still need help? Contact our Customer Support Team

  7. General Information

    • Why Can’t I play in Practice mode anymore?

      All Practice accounts have a limit of 250 games to play with. Should you chose to open up a Real Money account, your first deposit of a minimum of $10, and each deposit thereafter will add another 250 games to your practice account. You may switch back to Practice Mode at any time and play any remaining games you have available.

    • Why is it that I am not allowed to open up a Real Money account because of the country that I reside in?

      Regulatory requirements in some countries do not permit the citizens of these countries to play with real money. We are able to offer those of you who cannot join us with a Real money account a Practice account to enjoy our site with. Legislation may change periodically in relation to your country of residence.

    • How can I unsubscribe?

      Should you no longer wish to receive marketing materials or bonus offers from, you may contact us and we will assist you. All of our emails also contain an Unsubscribe link for your convenience

    • How can I close my player's account?

      Should you wish to close your account with us, We would be sorry to see you leave our site, and urge you to allow us to assist you in resolving any issue you may have. Please contact our Support centre for a fast resolution. However, if you feel that you need to close your account, you are kindly requested to contact us. We would appreciate your feedback regarding the reason you wish to close your account, and what you feel we can improve on our site.

    • What currencies am I able to play within the site?

      Scratch2Cash offers players 7 currencies in which to wager:

      1. $ - US Dollars

      2. € - Euro

      3. £ - British pounds

      4. Kr - Kroner (DKK,NOK,SEK)

      5. R$ (BRL)

      6. C$ - Canadian Dollars

      7. AU$ - Australian Dollars

      In order to avoid the cost of Exchange rate fees, it is recommended that you choose the currency matching your country / deposit method account currency.

    • Can I invite my friends and will I receive my bonus?

      Yes, yet in order to qualify you must have a real money account that you have funded with a minimum of $25 (this does not include bonus money). Once your friend joins our site and makes his or her own deposit of $25, you will be rewarded with your own $25 bonus. We believe in spreading the wealth...Click here Invite a friend to start inviting friends.

    • What does GMT mean?

      GMT is an abbreviation of Greenwich Mean Time which is the international time, the basis of the world time clock. It is used to refer to Coordinated Universal Time when this is viewed as a time zone. Please note that all of our promotions run according to GMT time. We indicate the times in which the promotions run between. If you are unsure of the GMT time and it’s relation to your country/time zone please click on the following link:

    • Still need help? Contact our Customer Support Team

      Was this helpful? Please let us know if we were able to answer your questions we would love to hear from you.

  8. Tournament FAQ’s

  9. Did we answer your question? If not, feel free to contact one of our support agents who will be more than happy to assist you with your tournament query.

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