As of 1am ET, June 17th, we started the migration of our product to a new and improved platform - and we’re thrilled for you to experience all the enhancement it brings! We are consistently making updates as we roll out new features.
Please review the FAQ sheet below for important information regarding the transition. If you have any questions or need assistance, don’t hesitate to contact our dedicated iGaming Support team. We’re here to help every step of the way!
As of 8:30am ET on 9.5.25 the platform experienced downtime until 11:30am ET, however all functionality has now been restored. We thank you for your patience!
Payout approval, document review, and all ticket backlog has resumed. We apologize in advance for delayed resolution times.
- There is a known issue with PayPal and some Instant Bank Transfer methods not populating withdrawal options even after a deposit. Simply uninstall and reinstall the app to ensure you are on the latest version.
- Please understand that all requests are subject to a standard 24-48 hour minimum wait time, but with current volume may experience delays. Unfortunately, we cannot expedite any requests. Thank you for your patience and understanding.
- It is also very helpful if guests can provide screenshots and screen recordings that we can escalate to our technical teams to more quickly identify if the issue is related to the platform, connection, or the particular device.
- Your feedback has been invaluable in the development of this new product. We appreciate your continued support and ask for your patience as we work diligently to address each inquiry.
Q. How do I contact support?
A. Our iGaming Support Specialists will be available from 9am-9pm EST 7 days a week for chats, email & phone. Please note - we are experiencing higher than normal volume and will respond to your inquiry within 24-48 hours.
- Phone: 866-494-6371 Option 5
- Email contact: playonlinesupport@fourwindscasino.com
- Chats: We will be on intermittent hours for live chat based on volume.
Q. Will any of my information be affected?
A. Your account details and recent gameplay history will remain safe and transferred over. If you have questions, please contact our team.
Q. On the new platform, can I play on my regular device?
A. Yes, we support both Android and iOS and when they are updated you can follow these links to download the newest version. iOS & Android
Desktop web is available (PC/laptop). Please advise that mobile web (browser specifically on phone) will not be accessible-we plan to fully implement this feature in the coming weeks.
Q: How do I login?
A. Your password will be the same, and you will be asked to confirm a variable one-time passcode upon each login via email. Please be sure that you keep an eye on your email for the 4-digit 2FA code to be able to log in. If you don't receive it within a few minutes, be sure to check your spam inbox.
Q: I had to always enter the same 4-digit PIN on login - will that stay the same?
A. Starting Thursday, June 19th we will have done away with the static 4-Digit PIN and the Text Message 2FA codes. You will be asked to confirm a variable one time use passcode upon each login via email until you set up a browser passkey or Face ID/Fingerprint login. Please be sure that you keep an eye on your email for the 4-digit 2FA code to be able to log in. If you don't receive it within a few minutes, be sure to check your spam inbox.
Q: Why is my withdrawal taking so long?
A: While we strive to process payouts as quickly as possible using automated tools, some requests, including the first payouts on the new platform, need to be handled manually by our payments team. These are processed in the order they are received. There is no way possible to expedite the payout process, but they aim to complete within 24-48 hours. We expect improvements to this early August.
Q: Why was my deposit rejected, but the amount was deducted from my bank account?
A: This could be due to various reasons, most commonly a mismatch in information. Please allow 24-48 hours for a representative from our security team to contact you with more details.
Q: I’m having GEO-Location issues.
A: Please ensure that Wi-Fi, Mobile Data, and GPS services are enabled and you are not attempting to play while traveling.
Q: What happened to my favorite games?
A: Some games are scheduled to be transferred from our previous provider within the next few weeks, and others are undergoing maintenance by the vendor. Soon you'll be able to play all your favorites!
Q: I can’t log in. The code either isn’t coming through, it’s incorrect, or I keep getting looped back to the login screen.
A: We are aware of some login issues, including problems with the Android app, mobile web, and MFA codes sent to your email. We are working diligently to fix these. Improvements have been made already, feel free to re-test and provide any recordings of login flow. We can also update your email to another domain to see if that improves. Please allow at least 24-48 hours for resolution.
Deposits/Withdrawals:
- Deposit Options
- VIP Preferred
- Play+
- Visa/Mastercard
- Cage
- PayPal
- Instant Bank Transfer
- Withdrawal Options:
- VIP Preferred
- Play+
- Cage
- PayPal
- Visa/Mastercard
- Instant Bank Transfer
Credit Card Deposits Continued:
Making a deposit using Visa or MasterCard is quite easy. Add a new card or use one already registered on your account to deposit funds by clicking on "Fund My Account" in the top right of the home screen. Deposits made using credit cards are added immediately to your real money balance in the gaming account.
Please note, Discover and American Express are not accepted as payment methods.
Q: What happened to my previous withdrawal?
A. All withdrawals will be closed and processed prior to migration. If your withdrawal request remains pending due to additional requirements, it can be re-requested.
Q. Will PayNearMe still be an option for depositing?
A. PayNearMe will no longer be available as a deposit option once we go live with our new platform. We recommend exploring our other available deposit methods once the update is complete. If you have any questions, our iGaming Support Team is happy to assist you!
Q: What about my previously existing balance?
A: Existing balances will transfer. You will likely need to set up your withdrawal methods once more by making a minimum deposit with your preferred method.
Q: What happened to the game I was playing?
A. Your game may not continue our new platform. Please fill out the form provided HERE and provide as many details about your game play as possible. We will review your ticket within 48 hours.
Responsible Gaming
Q. Will there be any changes to the limits?
A. Your limits will be transferred over to the new platform, but due to the timeline the timer may pause and resumed when we went live, adding a day or two to some previously "rolling" limits. Please ensure you check your transferred limits before play to ensure you have it set to your preference.
Please note that there will be some changes for the naming of the limits. It goes as follows:
- Deposit/Bet/Loss/Session Limits:
- Can be edited in the account under the Play Limits section after logging in. Limits that are decreased will take effect immediately; however, limits that are increased will take effect after the rollover period ends.
- Self-Exclusion Four Winds Online:
- Login><Menu>Play Limits>Four Winds Self-Exclusion Request. You can request 1 or 5 years.
- Cool Off:
- Guests can put themselves into a cool off via the menu> Play Limits>Modify> and can choose from 3 days, 1 month, or 90 days.
- Close my Account
- Login>Menu>Play Limits>Close Account
Q. Will my cool off be affected when the site is down?
A. Cool offs will proceed as normal, but as mentioned above in the limit transfer, may experience a slightly extended date due to the downtime. If you have any questions or concerns relating to your cool off/self-exclusion status, please reach out to our iGaming Support team for assistance.
Promotions
Q. What promotions will be offered?
A. For the first week or two we are offering the Welcome Bonuses as we previously did. As we work through any obstacles that naturally arise with such a large migration project, we will begin to offer more targeted promotions for our existing players. Our support team, as always is happy discuss any opportunities your account may have.
Q. Will you have a loyalty program?
A. Yes! We heard your feedback, and that was a big part of our choice to change providers. Again, we want to make sure the platform rolls out seamlessly and addresses all the major points first, such as game play, payments, login, etc. In the coming months we will begin to enhance the promotional features and look to roll out an intuitive program that will reward our loyal customers on a routine basis!
Q. How do I claim offers?
A. Simply navigate to the promotions page, click "claim" and then go make a deposit. The claimed promotion will apply to that next deposit. Please claim and deposit in individual actions.
You may not see the promo tile disappear at first to allow you to read the terms and conditions directly after claiming. We will be enhancing the claim visuals in weeks to come so you can easily reference what is available to use.
NOTE: Many offers do not allow you to claim multiple at a time. It is advisable that you claim and play through one before adding more. We are looking to streamline this soon!
Specific Tips:
Deposit Match:
If you’ve already claimed the welcome offer or similar deposit match and made a successful deposit, there may be a short delay before the bonus is added. If you wagered after your deposit before the bonus appeared, it may not populate - but we can ensure you are credited with the eligible amount!
Bonus Spins:
If claiming isn’t working right away, we recommend giving it another try shortly — sometimes it takes a few attempts.
If you still receive an error, we will be sure to adjust your account accordingly!
We apologize for the inconvenience - please note we expect new releases to improve award functionality within the next two weeks in order to ensure a smoother guest experience.
Q. How do I track spins?
A. For now, once you claim the promo on the promotion page, and then make your qualifying deposit, the spins will automatically add to the specified game. The bonus fund tracker will represent your deposit match, but the game will track the spins left. We will enhance the "active promo" lobby in the coming weeks!
Q. Will Refer a Friend be available?
A. The Refer-a-Friend program will be discontinued starting Tuesday, June 17th. We apologize for any inconvenience this may cause and appreciate your understanding. We hope to bring back similar promotions in the future!
Comments
0 comments
Please sign in to leave a comment.