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Frequently Asked Questions (F.A.Q)
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- General Information
- How do I create an account?
Get started by heading to the Sign Up Page where you will be able to create your account. Enter all relevant details and submit. If we are unable to fully confirm your identity, you may be asked to complete additional steps for us to verify your account. Once everything is verified, you’ll be ready to play!
- What are the hours for Live Chat?
Live chat is available from 8 AM – 12 AM. When Live chat is unavailable you can email support@igaming.firekeeperscasino.com or use the “Email us” link above.
- Where is FireKeepers iCasino and Sportsbook available?
FireKeepers iCasino and Sportsbook is currently available for verified players located inside Michigan.
- Why can’t I play?
Here are a few reasons of the reasons why you are not able to access real game play:
- We may have not been able to verify your identity. Go to your My Account page and check the Secure Document Upload to view if we have requested any additional documentation.
- You are trying to play games through the web portal on a mobile device. Real Play is only available through our app on mobile devices.
- We may be unable to verify your location. If playing on a mobile device, make sure that location settings are turned on. If playing on PC or laptop, verify that the GeoComply plugin is downloaded and enabled.
- Can I see the results of each hand or spin that I played?
If you navigate to “Transactions” under My Account, you can view your game transaction details, including your game play history and the results of past wagers.
- Why does it say my location can’t be verified?
To make online wagers, we have to confirm you are within Michigan. Try these quick fixes if you are having trouble verifying your location.
- Close and re-open the FireKeepers app.
- If you are using the mobile or tablet app, check to see if you need to update your app. If on desktop, you may need to download the latest GeoComply plugin.
- Restart your device.
- Disconnect from VPNs, Zoom, Google Meet or external networks.
- Enable location services for FireKeepers in your settings.
- Disable any apps blocking location access or mock GPS apps.
- Try resetting your Wi-Fi or Data connection.
Even while you are within Michigan boundaries, there can be areas where placing bets can be prohibited. Those prohibited areas can be: casino properties, federal or tribal lands, part of intrastate highways exiting Michigan, or other locations.
If you need further assistance check the Geolocation section of the FAQ, or contact our Customer Service Team.
- What happens if I get disconnected during game play?
If game play paused for a short time, once reconnected, game play will resume to complete the outcome if you are playing a single player game. If you are playing a live dealer game, the game may have advanced before you reconnect. If you are disconnected for a period of time, you will be required to log back into your account to resume game play. FireKeepers is not responsible for disruptions in your internet connection that result in lost wagers.
- I don’t see my favorite game. Does FireKeepers still have the same games?
Some game providers are not offering their games on our platform right now, but we are working hard to ensure all your favorites will be available on FireKeepers iCasino and Sportsbook. We are consistently adding new providers and games, so check back often to watch for us to add your old favorites and all the hottest new games.
- How do you ensure that games remain fair at FireKeepers iCasino & Sportsbook?
FireKeepers iCasino & Sportsbook is licensed and regulated by the Michigan Gaming Control Board.
We guarantee the fairness of games on our site. Our casino games are determined by a Random Number Generator (RNG) to ensure that performance is truly random. They are rigorously tested by outside gaming labs to confirm they are genuine games of chance.
Our payout ratios are audited regularly to verify games are performing within expected parameters.
- How do I find a specific game?
Navigate to the magnifying glass icon on the top menu bar to search for specific games and game providers. You can also select the heart icon on a game to save it as a personal favorite. You favorited games are available in the Favorites section of your personal “For You” page.
- Payments (Deposits and Withdrawals)
- How do I make a deposit?
Making a deposit couldn’t be simpler. Head to the top of the page and click on Deposit. Then choose your deposit amount and preferred payment method. If you need help at any stage of the process, simply reach out to our friendly Customer Service team who will be happy to be of assistance.
- Can I deposit with a gift card or prepaid card?
Yes; Be sure to keep the card you used to fund your account until after you withdraw. You may be asked to provide an image of the card and additional documentation during the withdrawal process.
- Why is my deposit being rejected?
There are a few reasons why a deposit may be rejected.
- Deposit is under the minimum of $10.
-Credit/Debit Card does not allow online gaming transactions.
-Credit Card provider set limit has been reached.
-Personal Deposit Limits have been exceeded as set in the Responsible Gaming section.
-Information was not entered correctly.
Please reach out to our Player Support Team if any additional assistance is needed via live chat or email at: support@igaming.firekeeperscasino.com
- Why is my credit card being rejected?
Please note that not all credit card issuers process online gambling transactions. While more banks are starting to process credit cards, we suggest that you fund your account using the VIP Preferred/ACH/E-Check option.
If you continue to have issues with your credit card, please reach out to your credit card provider for more details.
- Are there fees for depositing or withdrawing?
FireKeepers iCasino & Sportsbook does not charge any fees for depositing or withdrawing. However, your bank may treat credit card deposits as a cash advance and apply applicable fees. For additional information on any of these fees, please contact your bank.
- What deposit methods do you support?
We support the following method of payments to deposit.
VIP Preferred e-Check / ACH: E-Check is a secure, convenient, online deposit and withdrawal method, offered by Global Payments VIP Preferred™. It can be used to transfer funds directly to and from your checking or savings account into your online gaming account. If you already have a Global Payments account at FireKeepers Casino Hotel, this is an easy process.
Mastercard/ Visa *: Credit and Debit cards are an easy and secure way to place funds into your account. Some credit cards identify these transactions as Cash Advances.
FireKeepers Play+ Card: FireKeepers Play+ is the smartest way to play and is fast and secure. Fund your FireKeepers Play+ account with a Bank Account, Credit Card, Debit Card or PayPal. Additional benefits include the ability to cash out to your FireKeepers Play+ account. Use your FireKeepers Play+ card to access funds at ATMs or to make purchases everywhere Discover® is accepted. To sign up and/or learn more about Play+, click here.
FireKeepers Casino Hotel Cage Cashier: Open 24/7, 365 days a year.
Coming soon: Paypal and Venmo
Once the deposit is approved, you'll receive a confirmation e-mail, together with your reference number. Please secure this message.
- How can I request a cash out/Withdrawal?
By selecting the menu icon from the main screen or from the My Account screen, simply press the “Cash out” button to begin your withdrawal request.
- What are the withdrawal options?
Our available withdrawal options are the same as our deposit methods, see that question above for additional details.
- How do I cancel a withdrawal?
Withdrawals may be canceled through your account portal under the “Withdrawal” option in the “Pending Withdrawal” section, depending on how far along in the withdrawal process.
- How long do withdrawals take?
Players can contact our dedicated customer support team at any for issues or help with their withdrawals via live chat or email at: support@igaming.firekeeperscasino.com.
Withdrawals may be limited to a maximum of two (2) per day dependent on the method.
We aim to process all withdrawal requests within 24 hours; however, some may require additional review and may take 3-5 business days processing. Online banking may be instantaneous depending on your bank.
For security reasons or to verify your identity, we may request you provide additional documentation to process your request.
Additional documentation may include:
-Valid (not expired) government - State issue Driver’s License or State issued Identification card.
-Selfie/Photograph.
-A copy of payment method(s) used.
-Proof of Address.
-Other documents to confirm proof of ownership.
We are not responsible for any delays in processing your withdrawal request if you do not receive or respond to our requests for information.
If we request information from you for a withdrawal request and we don’t hear back, we will make additional attempts to remind you. If we still do not receive a response your withdrawal request will be canceled and the funds returned to your account.
- Promotions and Bonuses
- WWhat is the FireKeepers iCasino & Sportsbook Bonus Policy?
To read the FireKeepers iCasino & Sportsbook Bonus Policy, please select the Bonus Policy button from the website footer on desktop, or from the menu on our apps.
- What happens when claiming multiple bonuses?
You can have any number of bonuses active at one time. For each bonus added, that bonus will add to your wagering requirement bucket as well.
Please be advised, wagering requirements are not removed until either:
- All wagering requirement at met
- The bonus funds have been depleted
- Any active bonuses are forfeited
- Are there any incentives offered for playing FireKeepers iCasino & Sportsbook?
Absolutely. Check FireKeepers iCasino & Sportsbook for the latest promotions available. Once you sign up, watch your email for special offers tailored for you.
Terms and conditions on all promotional offers apply.
- Where can I find ongoing public promotions?
All current promotions can be found on the PROMOTIONS tab listed at the top of FireKeepers iCasino & Sportsbook
Once you’ve located the promotion you want, simply follow the on-screen instructions to participate in the promotion.
- What bonuses and promotions am I eligible for?
All FireKeepers iCasino & Sportsbook public promotions are listed on the PROMOTIONS tab with instructions on how to participate. We do run exclusive VIP promotions periodically and have some email-only promotions. It’s best to keep checking your email address to stay current on all FireKeepers iCasino & Sportsbook promotions.
- How do I cancel a bonus?
Patrons who wish to cancel after initiating bonus may do so by visiting their “My Bonus Activity” tab and selecting “Remove all bonuses and bonus balance”. Upon initiating a bonus cancellation request, patrons will be presented with a confirmation prompt detailing the specific amount of bonus funds and associated winnings to be forfeited. Confirmation of this amount is required prior to finalizing the bonus cancellation. FireKeepers Casino may decide, in its sole and absolute discretion, to amend, extend, or cancel the Promotion at any time with immediate effect.
Patrons whose Bonus has expired, or who remove their bonus, will forfeit any winnings from the use of this Bonus.
- FireKeepers iGaming Rewards – Loyalty Program
- What is FireKeepers iGaming Rewards?
FireKeepers iGaming Rewards is the loyalty program you automatically become a part of at sign up. You earn points in the program simply by playing games and making wagers. Earn enough points in one month and you will upgraded to the next tier and get additional rewards each month.
Soon, you'll be able to link your FireKeepers iGaming account with your FireKeepers Casino Hotel Red Hot Rewards account to transfer points and redeem them for Red Hot Credits, free food, or complimentary hotel stays. We'll notify you everyone email as soon as this feature becomes available.
To learn more, click the "iGaming Rewards" button near the top of the screen.
- What are the various FireKeepers iGaming Rewards Loyalty Tiers?
For a full FireKeepers iGaming Rewards Loyalty Tier overview, please click here.
- When will I be upgraded to the next loyalty tier?
All players that have accumulated the necessary number of FireKeepers iGaming Rewards points will have their loyalty tier upgraded immediately. Points needed for loyalty level upgrades can be found at FireKeepers iGaming Rewards Information page.
- How do I avoid having my loyalty tier downgraded?
All players will need to earn the necessary number of points each month to retain their current loyalty tier level. If players do not maintain the necessary number of points each month to retain their current loyalty tier level, their loyalty tier will be automatically downgraded to the next tier down on the first of each month. Points needed for loyalty level retention can be found at FireKeepers iGaming Rewards Information page. For a full FireKeepers iGaming Rewards Loyalty Tier overview, please click here.
- How do I track my progress towards my next Loyalty Tier?
Navigate to “My Account” located in the right-hand corner of the screen after you log in, and select the ‘My Reward Points’ menu option.
- How do I check how many points I have earned this month?
Navigate to “My Account” located in the right-hand corner of the screen after you log in, and select the ‘My Reward Points’ menu option.
- Responsible Gaming
- What responsible gaming tools does FireKeepers offer?
You can set daily, weekly, or monthly limits to your FireKeepers iGaming account. You can place these limits on how much you can deposit, how much you can spend, or how much time you can spend logged into your account. Any decrease to make to your limits will be applied immediately. If you wish to increase or remove your limits, the change will not become effective until after the time of the previous limit has expired or 24 hours have passed since your request.
You can set up reality checks from your My Account screen. This will pop up on your screen, at the frequency you select, with the total wagers and win of your current session.
Cool Offs and self-exclusions are also available on FireKeepers iCasino and Sportsbook if you decide to take a break from your gambling.
If you need help with any of our Responsible Gambling tools, please reach out to our Customer Service team who would be happy to help you.
If you or someone you know has a gambling problem and wants help, call the National Council on Problem Gambling at 1-800-GAMBLER. Additional resources are listed here.
- How do I set up my responsible gaming limits?
Navigate to “My Account” located in the right-hand corner of the screen after you log in and under the Responsible Gaming category, select the Gaming Limits button. You can select the type of limit you would like to set, what you would like your limit to be, and how frequently you want that enforced.
Any decrease to make to your limits will be applied immediately. If you wish to increase or remove your limits, the change will not become effective until after the time of the previous limit has expired or 24 hours have passed since your request
Once a limit is reached, we will not raise or override it on your behalf.
If you need help with your limits, please reach out to our Customer Service team who would be happy to help you.
- How do I change my reality check frequency?
Navigate to “My Account” located in the right-hand corner of the screen after you log in, under the Responsible Gaming section select the Reality Check button.
As a part of FireKeepers commitment to Responsible Gambling, new accounts are not able to disable this reminder, but you can change the frequency between 15 and 30 minutes on this screen.
- How do I set a cool off period?
Navigate to “My Account” located in the right-hand corner of the screen after you log in, under the Responsible Gaming category, select the Cool Off button.
You will be able to select different time frames ranging from 3 days to 1 year. After to apply and confirm your selection, you will not be able to bet, deposit or make changes to your account until this Cool Off period ends. You can still login and withdraw funds within this period via My Account.
- How can I Self-exclude?
To request a 1 year or 5 year self-exclusion from all internet gaming platforms in Michigan, click hereand complete the Internet Gaming and Sports Betting Responsible Gaming Database Application.
If you wish to exclude from FireKeepers iCasino and Sportsbook, go to your “My Account” screen. Located in the right-hand corner under Responsible Gaming select the “Self Exclusion” option.
Note that while you are excluded from all FireKeepers iCasino and Sportsbook or all Michigan internet gambling you will be excluded from the entire FireKeepers online platform. You will not be able to login to or re-activate your account, and you will not receive any promotional emails. Your request cannot be reversed during the selected time period.
- How can I find out more information on problem gambling or how to gamble responsibly?
Please read about FireKeepers commitment to responsible gambling and some suggestions on how to keep to fun and responsible in our Responsible Gambling and Patron Protection Policy here.
For more information on responsible gambling, click here.
If you or someone you know has a gambling problem and wants help, call the National Council on Problem Gambling at 1-800-GAMBLER. Additional resources are listed here.
- Account Management
- How do I log in?
Navigate to the log in button on the top right of your screen and enter your credentials. Your email and password will stay the same if you have an existing account. If you are new to FireKeepers, click on join and complete the registration process.
- Where do I see my balances?
Click on the profile icon and select “My Account” to view your balances, where an overview will appear.
- How do I close my FireKeepers iCasino & Sportsbook account
You may close your FireKeepers iCasino & Sportsbook account at any time. Contact our Player Support team using Live Chat or email us at: support@igaming.firekeeperscasino.com.
Be advised we also offer the following options should you want to limit your play:
- Cool Off Period
- Deposit Limit(s)
- Time Limit(s)
- Spend Limit(s)
You may also place a 1 year, 5 year or permanent self-exclusion on your account, for more information see our Responsible Gaming and Patron Protection Policy.
If you or someone you know has a gambling problem and wants help, call the National Council on Problem Gambling at 1-800-GAMBLER.
- How do I unlock my account?
If you have locked yourself out of your FireKeepers iCasino & Sportsbook account please contact Player Support using live chat or email us at: support@igaming.firekeeperscasino.com.
- How do I update my email address?
Go to your My Account page, and select your name in the top left corner of the account details section. Once there, select the “Update” button to the right of your email address. Enter your new email address in both boxes and select “Submit.”
If the change is successful you will receive a confirmation. Please note that changing your email address will also change the email address you enter when logging into your account.
- Where can I get a copy of all my tax forms?
Go to your My Account page and select the “Tax Reported Prizes” button in the “History” section. You can find details on all your W2G qualified transactions, and download a consolidated W2G form.
Please visit www.IRS.gov for Form W2G instructions. If you have a question about the information being reported on your W2G form, please contact Player Support using live chat or email us at: support@igaming.firekeeperscasino.com.
- How do I opt in/out of communications or turn off login notifications??
Go to your My Account screen and select “Contact Preferences” in the “Tools” section.
From here, you will be able to opt-in or opt-out of Casino offers and news, login notifications, email and SMS communications, and bonus offers. To opt-in or opt-out, simply check the appropriate box of the communications.
- Geolocation
- Do I need to be located in Michigan to create an account, making a deposit or withdrawal?
NYou do not need to be in Michigan to create an account, manage it, and even withdraw funds. When it's time to play, you need to be within state lines.
- If I'm in Michigan, but near the border, will I be accurately located within the state?
In most cases, yes, however if you are less than a half a mile from the border, you may be blocked from play and will need to move further away from the border and try again.
Remember in order to be successfully geo-located in the state of Michigan, Wi-Fi must be enabled on your device and you must not be running any remote desktop software.
- How do I turn on location services for an iOS mobile device?
Turning on location services varies slightly between different mobile devices. The general steps for iOS are:
- Open the Settings app on the gear icon.
- Scroll down and tap on “Privacy and Settings”.
- Tap on “Location Services”.
- Toggle the Location Services switch to turn it on (it should be green).
- How do I turn on location services for an Android device?
Open the Settings App.
Tap on the gear icon, scroll down and tap on “Location” (you might find it directly under “Connections” or “Security & location” (it should be on).
You can manage individual app permissions from this menu to choose which apps can access your location.
- How do I turn on location services for a web browser?
To enable location services for a web browser, you typically need to adjust settings in both your web browser and your device’s operating system. For Google Chrome:
- Open Chrome and click the three dots in the upper right corner.
- Select Settings.
- Click on “Privacy and security”.
- Select site settings.
- Under “Permissions”, click on “Location”.
Microsoft Edge, Mozilla Firefox, and Safari vary slightly.
- What happens if I leave the Michigan border during game play?
If you leave Michigan’s legal gaming jurisdiction during a gaming session, you will no longer be able to play, and your session will be terminated. You will be able to continue playing once you return to inside the Michigan border.
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