My Account

Opening an account, choosing a currency and restrictions including age, nationality and duplicate accounts.

Why do I need to verify my account?

You need to verify your personal details in order to comply with legal & license requirements which will protect your account. We keep this information confidential.

Can I change my password?

You can change your password whenever you want. Log in to, go to your ‘My account’ page and click on 'View/edit details'.

Forgotten your password?

Don't worry, just click on 'Forgot?' in the login box. Enter your username or email and we'll send you instructions on how to reset your password. If the email you used to register is no longer valid, contact us and we can sort this out for you.

Can I change my username?

You can now log in using your email address. If the email you used to register is no longer valid, contact us and we can sort this out for you.

How do I open an account?

Go to our Registration page to open an account. It takes just a few minutes. You’ll need to provide some personal details, set a security question and select your language. Please make sure you fill in your details truthfully and accurately and remember that you’re only allowed to have one account. In some cases we might need to see some documents when we open your account. We’ll inform you if this is the case. If you believe that your account has been blocked, the best thing to do is to contact us so that we can try to help you regain access to your account.

Why is my account blocked?

There are various reasons why your account could be blocked. You could have tried logging in to your account with the wrong details or even requested to block your account through our self-exclusion service. We might also need to see some documents to verify your account. The best thing to do is to contact us, so we can try to help you regain access to your account.

Can I have more than one account?

No – every person can have only one account. Two (or more) people in the same house can have their own, personal accounts but the bonuses available to them might be restricted.

I have the right username and password and my account is not blocked. Why can I still not log in?

Please make sure you have cookies enabled. If you are using Chrome as your browser, simply go to the Settings page and under Content Settings make sure that; 'Allow local data to be set' is selected.

Can I change the currency on my account?

Unfortunately it is not possible to change the currency on your account. If for some reason the currency set on your account is affecting your player experience, kindly contact customer support in order to help you accordingly.

Are my details safe at

The security of our players is our number one priority.Your personal details are encrypted by our 128-bit SSL (Secure Sockets Layer) and sent only once over the internet. They are then stored encrypted in our secure systems which are regularly tested by third-party security experts. We comply with the high standards of the Payment Card Industries Data Security Standard (PCI-DSS) and the European Gaming and Betting Association. You have our promise that we’ll never share your personal details without your approval, unless we’re required to do so by law or there has been a violation of our rules.

I registered for a tournament but I am now self-excluded. Can I still play in it?

No, you won’t be able to log in to your account once you have chosen to self-exclude.

Why do I have to provide my Source of Funds?

In our fight against financial crime online, it helps to have a little more information on where the funds you deposit come from. We may ask you to fill in a quick questionnaire on your verification page, and you may also be asked to provide a supporting document at a later date. If we ask you to confirm your Source of Funds, you’re not being singled out or suspected of anything – you’ve just triggered an automatic process.

Together with all licensed gambling operators, we have to follow a procedure outlined by the latest European Anti-Money Laundering Directive. If we don’t receive the required information from you, unfortunately we will have to restrict access to certain areas of our site. However, you’ll always be able to log in and provide the information we need to unlock your full gaming experience.

Deposit & Withdrawal

Making deposits and withdrawals, your balance, getting your winnings and setting a deposit limit.

How long does it take for my money to reach my account when I withdraw?

This is dependent on your selected withdrawal method. Please see below for the details of each method:

Credit Card: 1-10 days, min amount £15 and a maximum amount of £10,000.

PLEASE NOTE: Only VISA cards are accepted for withdrawals. If you use a MasterCard, Maestro or Visa Electron to make a deposit, you will not be able to use this card to withdraw and would there for need to select one of the other withdrawal methods.

Bank Transfer: 1-10 days, min amount £15 and no maximum amount limit.
Skrill: Up to 48 hours, min amount £10 and a maximum amount of £1000.
NETeller: Within 48 hours, min amount £10 and a maximum amount of £1000.

Can I change my deposit limit at any time?

When you want to decrease your deposit limit, it takes effect immediately. If the change does not take effect immediately the change you’ve made is an increase. When you want to increase your limit the change is effective after 7 days. This gives you a chance to think about your decision.

Can I remove my deposit limit?

Yes you can. When you remove your deposit limit, it takes 7 days until the deposit limit is removed.

What happens to the mone in my account during the self-exclusion?

Your funds remain in your account throughout the self-exclusion period. If the account balance exceeds £15 you can contact us to request a manual withdrawal.

Can I withdraw back to my Mastercard

No, Mastercard doesn't accept withdrawals back to your card. You can alternatively withdraw to a bank account in your name.

Can I cancel my withdrawal?

If you wish, you may reverse your withdrawal as long as it has not yet been processed by our team. Just select ‘My withdrawals’ from your account history or use the deposit page.

I filled in the wrong bank details when making my withdrawal. What will happen now?

Please contact us via phone or live chat as soon as possible with all the relevant details available. We will do everything in our power to help you. Please be advised we cannot be responsible for paying out to the wrong account, based on the details you have provided.

Can I deposit using someone else's credit card?

No, unfortunately you are not able to deposit funds via a credit/debit card that is not issued in your own name – even if you have the consent of the card holder. If you do not have your own credit/debit card, please find another way to make a deposit.

Can I withdraw to someone else's bank account?

No unfortunately, to protect your security you can only withdraw money to your own account. If the details of the account do not match the ones we have on record for you, then your withdrawal may be cancelled, delayed or even go missing. If your withdrawal did go missing we would do everything in our power to help you get it back, but we can’t be responsible for paying out to the wrong account based on the details you’ve provided. Please make sure that you have all correct details of the account before you make the withdrawal.

Can I make a deposit to my friend's account?

No, unfortunately you are only able to put money into your own account. Your card or deposit source must be in the same name as your account details.

Do you charge any commission for deposits?

If there is any commission for the provider you have chosen to use, this will be stated on the ‘Deposit’ page. Even if we do not have a charge for a particular payment method, your bank or provider may still charge a fee. You can contact your Bank directly to discuss any possible charges.

Bonus Offers

Opting in for bonuses, checking your progress, how to complete your bonus.

Why have I not received my welcome bonus?

When registering with most players are eligible to receive a welcome bonus, for use in either bingo or casino. To receive the bonus you have to accept this during the registration process. If you have not received a welcome bonus you have either opted out of this, or you are playing from a country where no welcome bonus is available. If you believe you are eligible for a welcome bonus and have not received it, please get in touch with our customers service team and they will do their best to help you.

What is bonus money?

Sometimes you’ll receive bonus money, which you will need to opt into to make use of. Bonus money can be used on most products and each bonus will advise which product you are able to use your bonus on; it may be game or product specific. A bonus cannot be withdrawn immediately, you will need to wager (play) through your bonus enough times to complete the bonus requirements as outlined in the terms and conditions.

What do I need to do to complete my bonus and withdraw my winnings?

To complete your bonus you’ll have to wager (play) for a certain amount of money before your bonus is complete. Once you’ve met the wagering requirements, your bonus will convert to cash and you can withdraw your winnings. The amount that you have to wager/play will be outlined in the individual bonus terms and conditions. Please note not all games contribute to wagering in the same way. It’s best to read the bonus terms and conditions carefully prior to opting in and playing your bonus.

How do I find my free spins?

When logged in, if you have Free Spins then you’ll be able to see them in the game which they have been given. It will say which in the bonus requirements.

Why can't I see my free spins winnings??

You can see your Free Spins winnings within your Account displayed as "Free Spins Bonus" amount. Once you’ve completed the bonus requirements this total will be added to your cash balance.

How do I find my bingo bonuses?

Bingo bonus funds will automatically be credited to the Bingo Voucher section within your account and can be found in My Bingo.

A Bingo Voucher balance is non-withdrawable and is only valid for play on bingo or slot games in bingo. To make winnings from a voucher withdrawable, you must meet the wagering requirement for the relevant voucher.

Any remaining Voucher funds will be spent before any cash balance.

Bingo Voucher funded stakes may have varying contribution to the game prizes, depending on the game configuration.

Vouchers will expire and are removed if:

a) There is no activity on your account for a given period
b) You have not spent all of the Voucher funds in a given period
You can choose not to use Vouchers, in which case the Voucher can be cancelled in the My Bingo page.


Free bingo, loyalty rewards, bingo jackpots, choosing your lucky number and internet connectivity issues.

Can I try bingo for free?

Yes. All new players get access to our Beginners’ Room, open every day from 17.00-18.00 GMT. During this time, you’ll get one hour of free games, cheap tickets, and other features. Beginners Luck is available for 14 days after you have created your bingo alias.

What are the specific loyalty rewards?

You can win a variety of prizes on the Loyalty Wheel – cash, mini game free spins, vouchers and the cash jackpot. During special promotions we might add even bigger prizes into the mix - like electronics, gadgets or luxurious trips. Visit any Bingo room to view your current level and how close you are to your next ‘spin and win’.

How do I win the bingo jackpot?

You win a jackpot if you get the full house Bingo within a certain number of ball calls specified for each jackpot. You can view the number of ball calls needed by clicking on the jackpot amount. If more than one players qualifies for the jackpot they will all be credited the full winning amount.

How do I change my bingo lucky number?

You can select a lucky number on your first login to the bingo client, when creating your chat name. If you didn't do it on the first login, you can go to My Bingo and add one from there. It is possible to change a lucky number in the My Bingo page in the client. For the sake of the promotion, the report that we run at the time for the draw is final and no changes in numbers will be considered.

What happens if I lose connection whilst playing bingo?

Your game will still continue as normal even though you can’t see it. Your winnings will be automatically added to your account. You can view the results of all your games in "My Bingo" and "Game History" within the bingo client.


Receiving your winnings, casino tournaments, internet connectivity and Live Casino dealer information.

What happens if I lose my connection whilst playing?

Don’t worry – all data will be stored and no money will be lost.

If you still needed to take an action (decide whether to hit, stand or split in blackjack for instance) the game will reopen ready for you to make your decision when you get your connection back.

If you did not need to take an action (for instance if you had already spun the roulette or slot wheel) then the game will have continued in the background. Your bet will still be deducted and your winnings automatically added to your account.

When will I get my casino winnings?

In most cases your winnings will appear in your balance instantly. In tournaments you’ll have to wait until the tournament finishes.

Where can I see my position in the tournament?

View the Casino Tournament page where a leaderboard is visible for each tournament with your position on (if you are playing in it).

How can I win a casino tournament?

We use three different win criteria in our tournaments, as outlined below. To find out which win criteria a tournament is based on, check the information on the tournament page or the promotions page.

Single biggest pay-out over one round
Biggest total pay-out over a number of consecutive rounds (e.g. 5 or 10)
Highest number of spins

Both of the pay-out criteria (1 & 2) are either based on the biggest net win (calculated as win – stake) or equalised, which means that it doesn’t depend on your stake (calculated as win/stake x 100).

What happens if two winning players have the same score in a casino tournament?

If you tie with another player then the prize money will be split between you. If you tie for 1st position you will get to share the prize money for 1st and 2nd place.

Can I contact the dealer directly in Live Casino?

You can contact the dealer through both Casino Grande and Royale. However in Casino Grande you can contact the dealer by typing 'pitboss' in the chat window. If the pitboss is dealing with other players at that moment you may have to repeat your request, but someone will speak to you soon.