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Most Common Questions

Most Common Questions

How do I join Kerching Casino?

To become a member and play cash games with Kerching Casino, just click Open Account and fill out the short registration form. Once we've verified your details, you'll be able to Play any Game for Cash.

If you only want to play the games for free, then we just need a couple of details to register you as a Free Player.

Can I play the games for free?

We offer all of our games for you to preview and play for free. Just click the "Free Play" button on the Game page and this will take you through to the Free Play registration.

Does it cost me anything to join?

No, opening an account is completely free.

What identification do I need to join?

In most cases, we will not require you to provide us with any identification.

However, if we are unable to verify the information that you provide to us when you register, we will require you to send us copies of your Passport/Driving Licence AND a copy of your Bank/Credit Card Statement for the card you have registered. If we do require any of the aforementioned information we will inform you by email. This is necessary for your security and to comply with Alderney gaming regulations.

How do I deposit funds?

You can deposit funds using either a Credit or Debit Card, using NETELLER (www.neteller.com) or MoneyBookers (www.moneybookers.com). We recommend that UK Customers use a debit card (Visa Delta/Electron or Switch/Maestro) to deposit and withdraw funds, which will enable you to withdraw funds easily and quickly. We recommend that international customers use a either a NETELLER or MoneyBookers account.

We accept credit cards bearing the Visa or MasterCard symbols. Unfortunately, we do not accept Laser, American Express or JCB cards.

How can I withdraw any winnings?

To withdraw funds, please log into your account and then click on the "Withdraw" button in your account information box. You then just need to complete all the relevant information requested.

When a withdrawal is requested via Visa Credit card (issued in certain countries), UK MasterCards, Switch/Maestro, Visa Delta/Electron Cards, the funds will be transferred back onto your card within 2-3 working days. See "what is the maximum / minimum withdrawal" in Withdrawal section for information on withdrawal limits.

For Visa Credit issued in certain countries and Non UK issued MasterCards, a cheque will be dispatched to your registered address within 7-10 working days.

What is the expected return to player (RTP) for your games?

To find out what the expected RTP for individual games you can contact our Customer Service Team and they’ll be able to help you.

Are you licenced / How do I know you're trustworthy?

We hold Full eGambling License. We are regulated by the Alderney Gambling Control Commission Terms & Conditions to ensure the utmost security and fairness.

Are my details safe on your site?

We recognise that online security is an area of vital importance for all our customers. 128-bit SSL Encryption software is used on each page of our payment system, meaning your details are safe and secure.

What is Flash?

Adobe Flash is a piece of software that should already be installed in your browser. For the technical amongst you, it's designed to deliver low-bandwidth animations and presentations through your Internet browser. Adobe Flash Player displays Web application front-ends, high-impact website user interfaces, interactive online advertising, and short-form to long-form animation. For more information, please see Adobe.

What kind of computer do I need?

Browsers:
* IE 6.0 & Up
* Firefox 3 & Up

Plugins:
* Flash 9 & Up

Operating System (any of the following):
* Windows 2000
* WinXP
* XP Pro

Hardware Minimum:
* Pentium III
* Most AMD processors
* 600 MHz
* 80 MB Physical Memory

Most Common Questions

Most Common Questions

How do I join Kerching Casino?

To become a member and play cash games with Kerching Casino, just click Open Account and fill out the short registration form. Once we've verified your details, you'll be able to Play any Game for Cash.

If you only want to play the games for free, then we just need a couple of details to register you as a Free Player.

Can I play the games for free?

We offer all of our games for you to preview and play for free. Just click the "Free Play" button on the Game page and this will take you through to the Free Play registration.

Does it cost me anything to join?

No, opening an account is completely free.

What identification do I need to join?

In most cases, we will not require you to provide us with any identification.

However, if we are unable to verify the information that you provide to us when you register, we will require you to send us copies of your Passport/Driving Licence AND a copy of your Bank/Credit Card Statement for the card you have registered. If we do require any of the aforementioned information we will inform you by email. This is necessary for your security and to comply with Alderney gaming regulations.

How do I deposit funds?

You can deposit funds using either a Credit or Debit Card, using NETELLER (www.neteller.com) or MoneyBookers (www.moneybookers.com). We recommend that UK Customers use a debit card (Visa Delta/Electron or Switch/Maestro) to deposit and withdraw funds, which will enable you to withdraw funds easily and quickly. We recommend that international customers use a either a NETELLER or MoneyBookers account.

We accept credit cards bearing the Visa or MasterCard symbols. Unfortunately, we do not accept Laser, American Express or JCB cards.

How can I withdraw any winnings?

To withdraw funds, please log into your account and then click on the "Withdraw" button in your account information box. You then just need to complete all the relevant information requested.

When a withdrawal is requested via Visa Credit card (issued in certain countries), UK MasterCards, Switch/Maestro, Visa Delta/Electron Cards, the funds will be transferred back onto your card within 2-3 working days. See "what is the maximum / minimum withdrawal" in Withdrawal section for information on withdrawal limits.

For Visa Credit issued in certain countries and Non UK issued MasterCards, a cheque will be dispatched to your registered address within 7-10 working days.

What is the expected return to player (RTP) for your games?

To find out what the expected RTP for individual games you can contact our Customer Service Team and they’ll be able to help you.

Are you licenced / How do I know you're trustworthy?

We hold Full eGambling License. We are regulated by the Alderney Gambling Control Commission Terms & Conditions to ensure the utmost security and fairness.

Are my details safe on your site?

We recognise that online security is an area of vital importance for all our customers. 128-bit SSL Encryption software is used on each page of our payment system, meaning your details are safe and secure.

What is Flash?

Adobe Flash is a piece of software that should already be installed in your browser. For the technical amongst you, it's designed to deliver low-bandwidth animations and presentations through your Internet browser. Adobe Flash Player displays Web application front-ends, high-impact website user interfaces, interactive online advertising, and short-form to long-form animation. For more information, please see Adobe.

What kind of computer do I need?

Browsers:
* IE 6.0 & Up
* Firefox 3 & Up

Plugins:
* Flash 9 & Up

Operating System (any of the following):
* Windows 2000
* WinXP
* XP Pro

Hardware Minimum:
* Pentium III
* Most AMD processors
* 600 MHz
* 80 MB Physical Memory

Registration

Registration

How do I join Kerching Casino?

To become a member and play cash games with Kerching Casino, just click Open Account and fill out the short registration form. Once we've verified your details, you'll be able to Play any Game for Cash.

If you only want to play the games for free, then we just need a couple of details to register you as a Free Player.

Can anyone register?

Anyone is welcome to play our games for free. If you are located in a country where online gaming is prohibited (such as the United States and its territories, Australia, China, Italy and certain other jurisdictions), it is prohibited for you to register or play the Games on this site for cash. You must not register or try to register with Kerching Casino if you are located in a jurisdiction in which such registration and/or playing of the Games is unlawful, prohibited, or contrary to any applicable regulation. It is your responsibility to ensure that this is not the case.

How old do I need to be to register?

You must be at least eighteen (18) years old to register on this site.

Can I play the games for free?

We offer all of our games for you to preview and play for Free. Just click on the Free Play button in the Game Preview window and this will take you through to the Free Play registration.

What identification do I need to join?

In most cases, we will not require you to provide us with any identification.

However, if we are unable to verify the information that you provide to us when you register, we will require you to send us copies of your Passport/Driving Licence AND a copy of your Bank/Credit Card Statement for the card you have registered. If we do require any of the aforementioned information we will inform you by email. This is necessary for your security and to comply with Alderney gaming regulations.

How do I send my ID to you?

There are three ways to send Identification to us:

    You can fax them to us at +44 845 458 0678

    You can post them to:

    Kerching Casino
    PO Box 15854
    Birmingham
    United Kingdom
    B37 9BT
    

    Or, if you have a scanner, scan them and email them to support@kerchingcasino.com

Why do you have to verify me?

We have to verify all users to protect our customers against possible fraudulent activities and ensure compliance with our License Regulations.

What happens if I don't send my ID to you?

We're sorry, but customers who do not wish to comply with our verification procedures will not be able to Play for Cash or open an account at Kerching Casino.

Account

Account

How do I open an account?

To become a member and play cash games with Kerching Casino, just click Open Account and fill out the short registration form. Once we've verified your details, you'll be able to Play any Game for Cash.

If you only want to play the games for free, then we just need a couple of details to register you as a Free Player.

What methods of payment do you accept?

We currently accept the following methods of payment:

    Credit Cards: Visa, MasterCard

    Debit Cards: Visa Delta, Visa Electron, Switch/Maestro

    NETELLER - Electronic Payment Solution

Can I play on Credit?

You cannot play with credit on our site. You can only Play for Cash with funds that you have deposited into your account using a debit/credit card or a NETELLER Account.

If you do not wish to deposit money with us, you can still play all our games for free by clicking on Play for Free and registering with us.

How do I know how much I've spent?

At any time you can check your transaction history through the "My Account" function. You can access your transaction history after you have logged in by clicking on the "My Account" button in the Account Information box on the top right hand side of the screen, or clicking the big yellow "My Account" button at the bottom of the screen.

Can I register more than one credit / debit card?

No. Unfortunately, for security reasons you can only use one payment card for the purposes of depositing and withdrawing funds from your account. If the card you have registered with us has since expired you can update this within the deposit and withdrawal screens. If you have been issued a new card which has a new card number or wish to change the registered card/NETELLER Account please contact Customer Service.

I would like to play under different names, can I have more than one account?

We only allow each player to open a single account. You can choose any member ID you like. Your casino member ID can only be seen by you.

After you have created your account, you cannot change your member ID

What currencies can I play in?

You can currently play casino games in British pounds sterling, the Euro and US Dollars.

Are there any charges for using the site?

No. It is free to play and join Kerching Casino.

I have forgotten my member ID - what should I do?

If you have forgotten your member ID please contact Customer Service. Please include your full name, address, date of birth, and your security question and answer. In the subject line please type "Forgotten Member ID".

I have forgotten my Password - what should I do?

If you have forgotten your account Password please click the "Forgot Password" link, below the login boxes. Follow the instructions on the screen and we will email you a temporary Password. If you experience any difficulties, please contact Customer Service.

I want to change my Password

You can change your Password at any time once logged into your account. Click the "Edit Password" link once in "My Account".

Protecting your Member ID and Password

Please ensure that you always keep your login and password secure.

We recommend that you regularly verify your credit/debit card statements against your known deposits on our site to minimize the risks associated with unauthorized use of your account.

Is the Password field case sensitive?

Yes, it is case sensitive. You will have to type in your password exactly the same way you typed it in on the registration form with the capital letters and lower case letters the same. For example: If you typed your Password as "WINNer" in your registration form when you login the next time you must type it as "WINNer" and not "winner". This is done to ensure added security to your account.

Is the Member ID field case sensitive?

No.

Why I am not receiving any e-mail from Kerching Casino?

You provided your e-mail address when you opened your account. If you are using a different e-mail account, please contact Customer Service and we will update the e-mail address associated with your account.

Can I change the payment card registered to my account?

Yes. If the card number you have registered with us has since changed, please contact Customer Service.

My payment card has expired - what should I do?

If your payment card has expired, you can change the expiry date through the "My Account" screens. Once logged in, please click either the "Deposit Funds" or "Withdraw Funds" buttons. Click "Edit" - next to your card details. You can then edit your expiry date. If your Card number has changed, please contact Customer Service.

My personal details have changed - what should I do?

You are able to change your email address and telephone numbers within the "Personal Information" screens within "My Account". If you have moved homes or changed your name, you will need to contact Customer Service.

Can I / how do I check my financial / betting history?

At any time you can check your transaction history through the "My Account" function. You can access your transaction history after you have logged in by clicking the "My Account" button in the My Account box on the left navigation bar.

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Deposits

Deposits

How do I deposit money?

To deposit money into your account, please login and then click on the "Deposit Funds" button to access your deposit page.

What is the maximum / minimum deposit?

The minimum deposit amount is either £5, €5 or $10 depending on the currency you select to play with.

To check your maximum deposit level click on the Deposit tab when logged into your account. The maximum deposit level will also depend on the limits set by each customer in our player protection function.

How do I set my maximum deposit / stake limits?

Once logged into your account, click the "Player Protection" button. Using this screen, you can set your personal bet limits. You may set any combination of limits. Please note you can reduce your limits at any time with immediate effect. If you wish to increase your limits the changes will take place after 7 days.

What methods of payment do you accept?

We currently accept the following methods of payment:

    Credit Cards: Visa, MasterCard

    Debit Cards: Visa Delta, Visa Electron, Switch/Maestro

    NETELLER - Electronic Payment Solution

    Skrill MoneyBookers - Electronic Payment Solution

What is 3D Secure?

3D Secure was developed by Visa (Verified by Visa), and subsequently adopted by Mastercard and Maestro (SecureCode), as an online authentication system. Unless your deposit is backed up with your pre-defined password your card cannot be charged. This means extra peace of mind that your card transactions can only be made by you.

Once registered for 3D Secure (with your card issuer), you will have a special security password you enter every time you make an online purchase with a participating merchant, including ourselves.

Why am I being asked for an additional password when depositing?

3D Secure authentication will be mandatory for all transactions made by Maestro cards from 01/07/07. Whilst Maestro insists on authentication, Visa and Mastercard currently highly recommend signing up for the service.

Do I have to register for Verified by Visa / SecureCode?

If you are using a Maestro card, we will need to always ask for a SecureCode authentication. Visa and Mastercard transactions currently offer this service on a customer choice basis.

How do I register for Verified by Visa / SecureCode?

Enrolment is via your Card Issuer please contact the Issuer directly to enrol.

Further information can be found below:

For Verified by Visa:

http://www.visaeurope.com/en/cardholders/verified_by_visa.aspx

 For Mastercard

http://www.mastercard.co.uk/securecode.html

Can you see my Verified by Visa / SecureCode information?

No. Communication is directly with your Card Issuer, who will simply confirm to us that your supplied details are correct. This will happen when you confirm your deposit transaction.

How does this benefit me?

By entering the correct phrase you confirm that you are the authorised cardholder, which means that your deposit can be accepted.  Without the correct code, the transaction cannot complete. Should someone else gain access to your card details they will be unable to deposit any money into your account.

I've forgotten my 3D Secure password, what do I do?

We do not have any access to 3D Secure passwords. In the event that you forget your password, please contact your Card Issuer directly.

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Withdrawal

Withdrawal

How do I withdraw?

To withdraw money from your account, please login and then click the "Withdraw" button in the Account Information in the top right hand corner of the screen.

How do I withdraw my funds?

To withdraw any funds, please log into your account and click the "Withdraw Funds" button and complete all the relevant information requested.

When a withdrawal is requested via Visa credit card (issued in certain countries), UK Issued MasterCard, Switch/Maestro, Visa Delta or Electron cards, the funds will be transferred back onto your card within 2-3 working days.

For Non UK MasterCard users, and Visa Credit Cards issued in certain countries, a cheque will be dispatched to your registered address within 7-10 working days. See What is the maximum / minimum withdrawal below for information on withdrawal limits.

What is the maximum / minimum withdrawal?

The minimum withdrawal is either £10, €10 or $15 depending on the currency you select to play with.

To check your maximum withdrawal level click on the Withdrawal tab when logged into your account.

If you need to increase your withdrawal limit, we ask you to provide us with paper copies of your Passport / Driving Licence or Photo Identity Card AND recent Bank/Credit Card statements showing your registered address before the withdrawal can be made. This is necessary for your security.

Are there charges for withdrawing funds?

There are no charges for withdrawing funds back to your card. Funds will be transferred into your account within 2-3 working days. If we need to issue you with a cheque, it will be dispatched to you within 7-10 working days (there is a small administrative fee of £2 or currency equivalent for cheque withdrawals).

NETELLER Transactions

NETELLER Transactions

Can I use Neteller?

If you have a registered NETELLER account, and are able to successfully register a cash play account with us, you will be able to use Neteller.

Why would I want to use Neteller?

NETELLER is convenient where there are problems using a credit or debit card, for instance if your card issuer does not allow credits to an online gaming site. You'll still need your card to register a cash play account and NETELLER will give you the flexibility and choice over how to handle your account funds.

I am interested in using Neteller, but I don't have an account with them. How do I get one?

Please visit www.neteller.com for further information.

Why do I have to give a credit or debit card if I want to use Neteller?

The registration process utilises verification from your card issuer as part of our security procedure, and the requirement for a card to be registered is an integral part of our registration system. If you use NETELLER only, no funds will ever be taken from your card.

I can't see a way to credit my Cash Play account from my NETELLER account. How do I transfer funds from NETELLER into the account?

For added security, we do not allow forward transfer of funds from the NETELLER system into your account.

Once you have linked your NETELLER and Casino accounts by selecting NETELLER as your preferred method of payment (at first deposit), all transactions to and from your NETELLER account will be made using the "My Account" facilities on the site. You will only be able to credit your account and make withdrawals back to NETELLER from your Kerching Casino account.

I tried to register a Casino account using NETELLER but there is no option to select it as my payment method. What should I do?

At registration, we require you to enter a valid credit or debit card for verification purposes. Once you have done this, you will be given the option to use NETELLER when you make your first deposit.

I have a card registered on my account and I would like to use Neteller. I cannot see a way to change over, how do I do it?

To change from card to Neteller, or from NETELLER to card, please contact us by telephone. We regret that for security purposes it is not possible to make changes to payment methods via email.

If you are in the UK, our telephone number is 0845 456 3022. From outside the UK, please call +44 845 456 3022

I am trying to register a Kerching Casino account using my card but I get a message saying it is rejected. Can I register using Neteller?

Restrictions apply to some countries where local laws prohibit us from offering a cash service. Alternatively, there may be other reasons why your account cannot be automatically processed by our system - if you live in a country where we are able to offer a cash service then you can use NETELLER once your Casino account has been registered.

If you are unsure, please do not hesitate to contact us - we will happily advise you.

I have a NETELLER account registered with Kerching Casino, but I have changed the NETELLER account. What should I do?

We regret that for security purposes it is not possible to make changes to payment methods via email.If you are in the UK, our telephone number is 0845 456 3022. From outside the UK, please call +44 845 456 3022

I am a US / Australian Resident and cannot open a cash account with my credit or debit card. Can I open an account using NETELLER instead?

Unfortunately, no. Due to current legislation we are unable to accept cash players who are resident in certain countries / territories, the United States and Australia among them.

I live in Canada. Can I use Insta Cash?

Yes. Our NETELLER account allows you to process NETELLER Insta Cash transactions, provided that you already have a NETELLER Insta Cash account.

Can I deposit with my card and withdraw to Neteller, or from NETELLER to my card?

No. It is only possible to have one payment method on your account. Withdrawal payments will be made back to the same method used to deposit funds.

My account is in GBP - but my NETELLER account is in a different currency. Can I still use it?

Yes. However, NETELLER may charge a fee to convert exchange rates.

Are there any charges for using Neteller?

At present we do not charge for NETELLER transactions. Please see www.neteller.com for a list of their current fees.

Games

Games

What games can I play?

You can play classic casino games, and more light-hearted games such as bingo and hi-lo. Check out the rest of our games on the Game menu page. To learn how to play a game, simply launch the game for either Free Play or Cash Play, and click the "Game Rules" link at the right-hand side in the Flash game console.

We do add new games all the time, so stay tuned!

What are the minimum and maximum stakes?

We offer a wide variety of minimum and maximum stakes in order to cater to our customer's requirements. We've tried to provide the smallest minimum stakes possible, often as low as 5p, but the minimum and maximum stakes vary depending on the game you are playing. Please see the Game Help for each game for details.

Am I eligible to play?

To play on our site you must be 18 years of age or over and cannot reside in any illegal gambling jurisdiction. Please remember that gambling laws differ depending on where you live and it is your responsibility to comply with the gambling laws in your country.

How do you test the games?

To ensure that all our games are secure and robust we have spent considerable time with a number of independent 3rd parties undertaking detailed test procedures. A certified and approved auditor tests the site thoroughly. Details of the regulations required by the Alderney Gambling Control Commission may be found by visiting the AGCC website. We hope that this continual testing process will give sufficient comfort to our members.

How do I know the games are fair?

Our site only offers games that give genuinely random outcomes. The randomness of the games is thoroughly tested by our third party software testing experts before they are released for play.

How do I know the numbers are randomly generated?

Under our Alderney Online Gambling Licence our site only offers games that give truly random outcomes. In other words, Kerching Casino has no influence on the outcome of any one play of any one game.

Technical

Technical

Are there any system requirements to play the games?

Our site is optimised for all the major Browser versions such as FireFox 3 and up and Internet Explorer from Version 6.0 upwards. Our site is compatible with Operating Systems Windows 2000 and XP and you will need to be accessing the site on at least a 28.8bps modem. Adobe Flash 9 is a system requirement as well. The Adobe Flash Plug-in is preinstalled in most browsers, and is a standard feature on all new and future release Browsers and Operating Systems. It is supported by all the major computer companies and software suppliers, and is included in Microsoft Windows (all versions), Apple Macintosh, Netscape Navigator, and AOL.

What is Flash?

Adobe Flash is a piece of software that should already be installed in your browser. For the technical amongst you, it's designed to deliver low-bandwidth animations and presentations through your Internet browser. Adobe Flash Player displays Web application front-ends, high-impact website user interfaces, interactive online advertising, and short-form to long-form animation. For more information, please see Adobe.

Why do I need Flash?

We understand the need to make your online gaming experience as quick and hassle-free as possible. All the games you see on our site utilise Adobe Flash technology. The main benefit to you is the avoidance of having to download any specific gaming software. This "download" requirement usually involves large files and subsequently lengthy download times.

I am having trouble installing Flash - what should I do?

Errors of this nature are rare, and varied. As such, we advise you to visit Adobe and search for the most relevant answer to your problem.

What connection speed do I need?

We have designed our site to be as easy and accessible as possible. Therefore, your connection speed should not restrict the use of the site. However, we do recommend that for optimum playing performance you should consider using a connection equivalent to a 56k modem or higher.

Is there a particular monitor setting?

The site is optimised for minimum Browser Window Settings of 800 x 600. Also, Adobe Flash is vector-based animation technology, which means that it will automatically re-size according to your current browser window settings.

What if I am disconnected during a game?

Unfortunately we cannot prevent this, but we can assure you that any transactions made by you, and registered on our systems before you were disconnected, will be honoured.

If you have placed a stake on a game but have not hit the "Play" button when you are disconnected, the game will never take place. Simply place your stake again on the game.

If you have placed a stake and have hit the "Play" button when you are disconnected, the game will still run and the bet will stand. You will be able to view the outcome of your game by reloading the game where the last result will be shown. You can also view the result in "My Account" under your "Account History".

What are cookies?

Cookies are small data files that are written to your hard drive by some websites when you view them in your browser. These data files contain information the site can use to track such things as lists of pages you've visited, and the date when you last looked at a certain page.

Why do we have them?

Cookies allow us to identify you and optimise the site specifically for you, offering the best possible service with maximum effect. Most Web Browsers automatically accept cookies, but you can disable this function to prevent cookie storage. You should be able to access freeplay, even if you have selected to disable the cookie function. For more information on cookies and our usage of them please see our Privacy Policy.

Why do I need to have my cookies enabled?

In order for you to receive the best possible experience in our online environment, we recommend that cookies are enabled on your machine.

I am having problems accessing the site from behind a firewall

If you are experiencing problems of this nature, please contact your System Administrator. Our team will not be able to assist you with problems of this nature.

General

General

I have a complaint, how do I contact the Alderney Gambling Control Commission?

It is our aim to answer any questions you have, and to resolve any problems you may encounter on our site. We want you to enjoy your time with Kerching Casino. Please see the Contact Us page for all of our contact details, including the address for the AGCC.

Do I have to download software to play?

If you want to play casino games only, we've designed our site to make game play as fun and easy as possible. Where most other Casinos require you to download lengthy and cumbersome software, we've designed all of our games in Flash animation which can be played directly online through your browser.

I would like to close my Account

If you wish to close your account, please withdraw all your funds in the "My Account" section and send an email to Customer Service.

I want to be permanently excluded from playing on the site

You can instruct us to permanently exclude you from participation in the Games by contacting Customer Service and stating that you wish to close your account. Please include your name, address, date of birth and the answer to your security question. Please ensure that you withdraw any remaining funds before contacting us.

Alternatively, you may make this instruction to The Alderney Gambling Control Commission -please go to the AGCC website to access their contact details.

Use of this opt-out facility will result in your account being blocked and we will not accept wagers from this account.

Any player who has permanently excluded themselves from participation in the Games may apply to the Commission for revocation of the exclusion order.

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