FAQ

Creating your account is straightforward and takes just a few minutes. Visit our registration page and provide basic information including your name, email address, date of birth, and residential address. You'll need to be at least 21 years old and located in a state where we're licensed to operate. During registration, you'll create a secure password and may be asked to verify your phone number. Once you submit your information, you'll receive a confirmation email with instructions to activate your account. Make sure to use accurate information, as this will be verified during the account verification process. After activation, you can immediately make your first deposit and claim your welcome bonus. Remember to review our terms and conditions to understand all platform rules and bonus requirements before you start playing.

Account verification is a standard security procedure that protects both you and The Brook Casino. You'll need to provide a government-issued photo ID such as a driver's license or passport to confirm your identity and age. We also require proof of address, which can be a recent utility bill, bank statement, or official mail dated within the last 90 days. For payment verification, you may need to submit photos of the front and back of any credit or debit cards used for deposits, with the middle numbers masked for security. If you use e-wallets or other payment methods, additional documentation may be requested. The verification process typically takes 24-72 hours once all documents are submitted. You can still play and make deposits during this time, but withdrawals may be delayed until verification is complete. Our support team is available to help if you have questions about required documents.

Our welcome bonus gives new players up to $100 in bonus funds plus 100 free spins on selected slot games. The bonus amount matches your first deposit up to $100, so depositing $100 gets you the full bonus value. If you deposit $50, you'll receive $50 in bonus funds. The 100 free spins are typically awarded on popular Pragmatic Play slots and are credited to your account within 24 hours of your qualifying deposit. Free spins usually have a value of $0.10 each and must be used within seven days of being credited. Both the bonus funds and free spin winnings are subject to wagering requirements, which means you'll need to play through the bonus amount a specified number of times before you can withdraw any winnings. Check the specific terms for current wagering requirements and eligible games, as these can vary and are clearly outlined in our bonus terms and conditions.

Wagering requirements are the number of times you must play through your bonus amount before you can withdraw any winnings. For example, if you receive a $50 bonus with a 30x wagering requirement, you'll need to wager $1,500 ($50 x 30) in total bets before the bonus converts to withdrawable cash. Different games contribute differently toward meeting these requirements. Slots typically contribute 100% of each bet, while table games like blackjack or roulette may contribute only 10-20%. Live dealer games often have even lower contribution rates or may be excluded entirely. You can track your wagering progress in your account dashboard, which shows how much you've wagered and how much remains. Bonus funds and any winnings from them cannot be withdrawn until the full wagering requirement is met. If you make a withdrawal request before completing wagering, you'll forfeit any remaining bonus funds and associated winnings.

The Brook Casino accepts major credit and debit cards including Visa and MasterCard for deposits. These methods offer instant processing, so your funds are available immediately for play. All transactions are processed in US dollars, eliminating any currency conversion concerns. For withdrawals, processing times vary by method but we strive to process all requests within 24-48 hours once your account is fully verified. Bank transfers and card withdrawals may take an additional 3-5 business days to appear in your account, depending on your financial institution. We use industry-standard encryption to protect all financial transactions. There are no fees charged by The Brook Casino for deposits or withdrawals, though your bank or card issuer may apply their own charges. Minimum deposit amounts are typically $10, while minimum withdrawals are usually $20, with maximum limits clearly displayed in your cashier section.

Withdrawal processing at The Brook Casino typically takes 24-48 hours from the time you submit your request. This timeframe applies to our internal processing and begins once your account is fully verified and all bonus wagering requirements are met. After we process your withdrawal, the time it takes to reach your account depends on your chosen method. E-wallets are generally the fastest, often arriving within hours of processing. Bank transfers and card withdrawals take 3-5 additional business days, while checks by mail can take 7-10 business days. Weekends and holidays may extend these timeframes slightly, as banks and payment processors have limited operating hours. You can track your withdrawal status in your account dashboard, and our customer support team can provide updates if you have concerns about a pending withdrawal. First-time withdrawals may take longer due to additional security checks.

Absolutely! The Brook Casino is fully optimized for mobile play on both iOS and Android devices. You can access our complete game library through your mobile browser without downloading any additional apps. Simply visit our website on your smartphone or tablet, and the platform automatically adjusts to your screen size. Our mobile interface maintains all the functionality of the desktop version, including account management, deposits, withdrawals, and customer support access. Game graphics and sound quality remain high on mobile devices, and touch controls are intuitive and responsive. Popular games from Pragmatic Play are specifically designed for mobile compatibility, ensuring smooth gameplay whether you're on WiFi or using cellular data. Your account balance, bonus progress, and game history sync seamlessly between desktop and mobile, so you can switch between devices without losing your place.

Yes, mobile games at The Brook Casino offer the same features, payout rates, and bonus rounds as their desktop counterparts. Pragmatic Play ensures their games maintain identical RTP (Return to Player) percentages and volatility across all platforms, so your winning potential remains consistent. All special features like free spins, multipliers, progressive jackpots, and bonus games function exactly the same on mobile. The only differences you might notice are optimized button layouts and streamlined interfaces designed for touch interaction. Your betting options, maximum and minimum stakes, and autoplay features are identical on mobile. Game loading times are optimized for mobile connections, and the platform automatically adjusts graphics quality based on your internet speed to ensure smooth gameplay without compromising the gaming experience.

The Brook Casino features an extensive library powered by Pragmatic Play, one of the industry's leading software providers. Our slot selection includes classic three-reel games, modern video slots with multiple paylines, and progressive jackpot games where prizes grow until someone wins. You'll find popular themes ranging from ancient civilizations and mythology to modern adventures and seasonal specials. Many slots feature innovative mechanics like cascading reels, expanding wilds, and interactive bonus rounds that can significantly boost your winnings. Beyond slots, we offer table games including multiple variations of blackjack, roulette, and video poker. Live dealer games provide an authentic casino atmosphere with real dealers streaming from professional studios. All games are regularly audited for fairness and use certified random number generators to ensure every spin and hand is completely random.

Yes, all games at The Brook Casino undergo rigorous testing to ensure fairness and randomness. Pragmatic Play, our primary software provider, holds licenses from respected gaming authorities and subjects their games to regular audits by independent testing agencies like GLI (Gaming Laboratories International). Every game uses a certified Random Number Generator (RNG) that produces completely unpredictable results. These RNG systems are tested millions of times to verify they meet strict statistical requirements for randomness. The results of these tests are publicly available through our licensing authority. Additionally, all game RTPs (Return to Player percentages) are clearly displayed and guaranteed. This means that over millions of spins, the games will return the stated percentage to players. While individual sessions can vary significantly, the long-term mathematics ensure fair play for everyone.

The Brook Casino operates under strict regulatory oversight, ensuring we meet the highest standards for player protection and fair gaming. Our licensing requires us to maintain segregated player funds, undergo regular audits, and implement robust security measures to protect your personal and financial information. We're required to follow strict protocols for responsible gambling, including offering self-exclusion tools, deposit limits, and reality checks. Our games are regularly tested for fairness, and we must maintain detailed records of all transactions and gaming activity. This regulatory framework means you can play with confidence, knowing that The Brook Casino operates transparently and is held accountable by gaming authorities. Any disputes or concerns can be escalated to our regulator if needed, providing an additional layer of player protection beyond our own customer service.

The Brook Casino employs bank-level security measures to protect all player data. We use 256-bit SSL encryption for all data transmission, the same technology used by major financial institutions. This means your personal information, passwords, and financial details are scrambled during transmission and cannot be intercepted by unauthorized parties. Your account information is stored on secure servers with multiple layers of protection including firewalls, intrusion detection systems, and regular security updates. We never store complete credit card numbers on our servers, and all sensitive data is encrypted using industry-standard protocols. Our staff undergoes regular security training, and access to player information is strictly limited on a need-to-know basis. We're also compliant with data protection regulations, giving you control over your personal information and ensuring it's never shared with unauthorized third parties. Regular security audits help us maintain the highest protection standards.

The Brook Casino offers multiple ways to get help when you need it. Our live chat feature is available 24/7 and connects you directly with knowledgeable support agents who can resolve most issues immediately. You'll find the chat button in the bottom corner of every page on our website. For non-urgent matters or detailed inquiries, you can email us at support@livefreeandplay.com. Our email support team typically responds within 24 hours and can handle complex account issues, bonus questions, or technical problems that require detailed explanations. Our support team is trained to help with everything from account setup and bonus redemption to technical troubleshooting and responsible gambling tools. They can also assist with payment issues, game explanations, and general platform navigation. All support is provided in English by agents familiar with US gaming regulations and player needs.

If you encounter technical problems while playing, start with basic troubleshooting steps that resolve most common issues. Clear your browser cache and cookies, ensure you have a stable internet connection, and try refreshing the page. If you're on mobile, closing and reopening your browser often helps. For persistent issues, our live chat support can provide real-time assistance. They can check for known issues, help with browser compatibility problems, or escalate technical matters to our development team. When contacting support, provide details about your device, browser, and the specific problem you're experiencing. Most technical issues are resolved quickly, but if a game malfunctions during play, don't worry about lost bets. All gameplay is recorded, and any technical errors that affect your balance are automatically detected and corrected. Our support team can review your game history and ensure any affected bets are properly resolved.