Privacy
How does BETMAZE protect my Privacy?
Who is the governing body of BETMAZE?
Why do I have to send my documents?
How do I know if BETMAZE is playing fair?
How can I opt-out/in from/to Email or SMS?
Bonuses
How can I claim my welcome bonus?
Where can I find BETMAZE bonus policy?
Why did I not receive my bonus?
I deposited but did not receive the bonus you promised me by e-mail.
I received a bonus on my deposit but I didn`t ask for it, why did you add it?
Did I wager my bonus enough?
How much in bonus have I received until now?
Why do I not receive a bonus with every deposit I make?
Do I get a choice of how much bonus money I can get?
How can I stop receiving bonuses in my account?
How do I opt in for a bonus?
What is wagering and how do I complete it?
How do I find what game my Free Spins are on
How can I get my 100% welcome offer match up bonus?
Why didn’t I receive my casino Welcome offer?
Can I split my deposit and more than one transaction and still recieve my welcome offer?
How can I remove a bonus?
Depositing
How do I deposit?
What payment methods do you accept?
Can I see all the Deposits I have made?
Why can I not deposit with my Visa/MasterCard?
I have deposited – why it is not appearing in my account? Yet money has been taken from my bank account.
Why does the deposit still show as ‘pending’ and money been taken from my bank account?
What happens if I mistakenly sent funds directly from my account to AG communications?
Why is my deposit showing as pending?
Cashing out
How do I withdraw winnings?
Where can I find betmaze.com withdrawal policy?”
Can I cancel my withdrawal request?”
Every time I want to withdraw I have to send documents?”
If requested, how do I send documents?
How long does it take to receive my winnings?
Can i withdraw my funds whilst my account is closed or self excluded?
What is a wire transfer ?
Why was I asked to provide wire transfer details for a withdrawal?
What Banks are we unable to process withdrawals to?
Sport
How do I claim/opt in for my free bet?
What is the difference between an accumulator and a bet builder?
Submit Documentation
How do I submit documentation?
What types of files are accepted?
What documents are accepted for verification?
How long do documents take to be reviewed?
Why were my documents declined/what should I check before submitting documents?
Technical
Where can I find complete detailed help on all the games?
What do I do if I have forgotten my Username and Password?
How do I change my Password?
What should I do if I feel there is a discrepancy between game result and winning?
How do I send a screen shot of the card I played?
How to Enable Cookies?
Reward Point Program (For non UK players only)
What are Reward Points?
How do players register for Reward Points?
How do players earn Reward Points?
How do players redeem Reward Points?
What are Total Reward Points?
Is there a validity period for my reward points?
What happens to the Reward Level and Reward Points in the event of account closure?
Reward Points on mobile games
General Information
Where can I find BETMAZE terms and conditions?
Why Can’t I play in Practice mode anymore?
Why is it that I am not allowed to open up a Real Money account because of the country that I reside in?
How can I unsubscribe?
How can I close my account?
What currencies am I able to play within the site?
What does GMT mean?
How can i make a formal complaint?
Does closing my account affect my withdrawal?
If i cannot enter the chat how can i get help?
How can I remove my bank card from my account?
Why were my winnings voided and original deposit returned to my gaming account?
Why can I not share my account with a family member ?
Account Verification
General Information
Why do we need more information about you?
What are the checks you need to do?
What sort of documents do I need to send you?
What does my bank statement need to show?
How will this information be used?
Should other online bookmakers/ online casinos ask me this?
What if I don’t want to give you the information/documentation?
Where do I need to send/upload my documents?
Why do I keep getting pop-ups even though I have sent my documents?
Does closing my account affect my withdrawal?
Responsible Gaming
What Responsible Gaming tools do you offer?
Why did you set a Responsible Gambling limit on my account?
How do deposit limits work?
Privacy
How does BETMAZE protect my Privacy?
BETMAZE utilizes the latest 128-bit Secure Socket Layer (SSL) encryption technology to ensure that sensitive data is completely private. All data is protected by the latest firewall. All your personal information is kept confidential and secure and is not shared with other organizations for commercial purposes. For more information regarding the privacy policy click here:
Security
Privacy Policy
Who is the governing body of BETMAZE?
BETMAZE is a brand owned by Mxg infotech a company incorporated under the laws of India. The games on this website are powered and operated by Aspire Global International LTD, a Malta based company. Aspire Global International LTD is a fully licensed operator (LGA/CL1/408/2007) under the Lotteries and Gaming Authority of Malta
Why do I have to send my documents?
Requiring Documentation for a withdrawal request is an industry standard and a onetime inconvenience. Documentation is requested to validate that funds are being sent to the correct person. Identification is also requested for age verification purposes. On occasion, certain credit cards may requested due to the credit card company’s regulations, and in order to protect your account security.
Your documents are received and secured in access-restricted manner in accordance with the Data Protection act. Once documentation has been received in your account, future cash out requests should be approved with no unexpected delays.
How do I know if BETMAZE is playing fair?
Fair play is the base that we stand on. betmaze.com is committed to providing fair play at all times. We here at betmaze.com offer a 1 in 3 statistic. This statistic is guaranteed on our website, on a global scale of our players and is verified independently by Itech labs in order for us to obtain our gaming license. You can review our commitment to Fair Gaming in more detail here: Fair Play
How can I opt-out/in from/to Email or SMS?
Log in to your account.
Go to My account.
Go to My Account Settings.
Select your preferred marketing channels.
Bonuses
How can I claim my welcome bonus?
You can claim your welcome bonus on your first deposit by depositing the minimum requirement. For full information please refer to the promotions page.
Where can I find BETMAZE bonus policy?
BETMAZE’s bonus policy can be found here.
Why did I not receive my bonus?
As all our promotions run to GMT time, it may be possible that the time in your location is not the same and therefore the promotion has ended. Some promotions require opting in, and this will be stated in the promotion details if applicable. To opt in find your bonus from the New bonus offers page (My Account details > Bonuses > New Bonus Offers). If you didn’t opt in before making a deposit, that may be the reason of the bonus not being active on your account. Feel free to contact our support team to find out about any other current promotions or offers.
As per our terms and conditions, we would like to remind that any accounts that have pending cash out requests remaining will not receive any promotional bonuses.
Players have the ability to request bonuses to be disallowed and should this have been done in the past no bonuses will be added to this account. To check or change this, please contact our friendly customer support.
I deposited but did not receive the bonus you promised me by e-mail
You need to ensure that the terms and conditions of the bonus offer such as the minimum deposit amount and the period during which the deposit needed to be made in order to qualify for the bonus have been met. On some occasions, bonuses are required to be wagered on a particular game. Furthermore some bonuses will only be added after the promotional period is over. Please read the terms and conditions of the promotional e mail carefully and if you require an additional explanation as to why your bonus was not added, contact us through live chat or by e mail at We kindly remind you that some bonuses do not qualify to be received while you have a Cashout request Pending in your account.
I received a bonus on my deposit but I didn`t ask for it, why did you add it?
Any bonuses added to your account are usually added automatically if a promotion is running during that period. It may also have been credited to your account by your Personal Account Manager either following a personal bonus offer or as a thank you gesture for your continued loyalty to us here at BETMAZE. If you do not wish to take advantage of the bonus offer please do not play with the deposit and bonus funds at all and contact us straight away.
Did I wager my bonus enough?
To check your bonus wagering status, simply access My Account, and view “remaining wagering requirements”. Wagering can be completed on selected slots games here.
How much in bonus have I received until now?
Log on to your Real Money Play account. Click on the “Menu” tab which can be found at the bottom bar of the lobby, then click on “My history” and choose “Cashier History”. You will then be able to filter your search by month and view all bonuses and deposits made for that month.
Why do I not receive a bonus with every deposit I make?
We often have on-going promotions which are sent out regularly to the email address which you registered with us, keep an eye out for any on-site promotion or promotions sent to your email to take use of our amazing offers!
Do I get a choice of how much bonus money I can get?
The activity on your account is regularly monitored by your account manager and this determines if you qualify for a bonus at that point. Please contact our support team by live chat before making a deposit if you wish to check whether you can receive a match up bonus on your deposit.
How can I stop receiving bonuses in my account?
You can contact our live support with your request to remove bonuses.
How do I opt in for a bonus?
Casino deposit offer:
Casino login offer
What is wagering and how do I complete it?
How do I find what game my Free Spins are on
If you have received a promotional offer with Free spins, you will be able to locate the game by going to the ‘My Bonuses’ section under your account, the game name will display with the attached free spins bonus.
How can I get my 100% welcome offer match up bonus?
The 100% matchup bonus is something that BETMAZE offers to all its new players. To claim this bonus all you need to do is make your first deposit of the minimum amount stated in the welcome offer terms and conditions.
Why didn’t I receive my casino Welcome offer?
Our welcome bonus is automatic. However, there are various reasons for not receiving it and you may need to personally request it. If you have not received your automatic welcome bonus after making an approved deposit, please contact our support team. Please note that no welcome offers can be credited if you decide to play with your balance before requesting the welcome offer. If you start playing, win and withraw your winnings, no welcome offer can be credited to your account at this point.
Can I split my deposit and more than one transaction and still recieve my welcome offer?
Our welcome bonus is automatic. For the bonus to activate you are required to make one singular deposit of the minimum requirement according to the bonus terms and conditions.
How can I remove a bonus?
Any bonuses added to your account are usually added automatically if a promotion is running during that period. If you do not wish to take advantage of the bonus offer, you have the ability to remove your bonus balance and access your real money.
All you have to do is:
Here you will see the option to remove your current bonus by clicking Remove all bonuses and bonus balance
By clicking that, you will remove your bonus and bonus balance and clear your wagering requirements.
Kindly note that if you have already begun playing with your bonus and have gained winnings, all winnings gained will also be removed.
Should you wish to opt out from all future bonuses, you are kindly requested to contact our Customer Support team via the Contact Us page
Depositing
How do I deposit?
What payment methods do you accept?
Debit cards:
Visa
MasterCard
Maestro
Alternative Payment methods: (Subject to local regulations please see options on your deposit page)
Can I see all the Deposits I have made?
Yes- your past deposits are available to view
Click on “My Account” in the lobby and go to “Transaction History” tab.Select “My Deposits” from the drop down list and then select the period that you wish to view.Then press on ‘Show History’ and the information that you require will appear.
Why can I not deposit with my Visa/MasterCard?
If it is your first time depositing with the card your bank may be applying restrictions to it or the details may have been entered incorrectly. Please contact our support team through live chat so that one of our agents can assist you with the deposit. We also offer alternative safe deposit methods. All deposit methods can be viewed by clicking on the “Cashier” tab in the lobby.
I have deposited – why it is not appearing in my account? Yet money has been taken from my bank account.
It may take up to 5 days for our processor to receive the funds. Immediately upon confirmation from our processor, we will update your account balance and we will notify you by e mail that your playing balance has been updated with the deposited funds. If after 10 business days from making the deposit, you still have not received the funds in your (Brandname) account, please contact our customer support team for further assistance. Kindly make sure you prepare all relevant details of the deposit made (Date of transaction, amount, currency, transaction reference number from bank).
Why does the deposit still show as ‘pending’ and money been taken from my bank account?
Extra security checks and communication between banks can sometimes mean that the deposit is not reflected into your playing balance immediately. If the funds have already been taken from your bank account, the deposit should be credited to your balance with us shortly. If our bank does not receive confirmation within 7 working days, the deposit will be declined and the payment will be returned to your bank account.
What happens if I mistakenly sent funds directly from my account to AG communications?
Contact customer support to inform them of the external deposit and if possible provide them with as much information as you can about the deposit (ex: Reference number, amount, date, bank statement etc.). This will then be escalated internally to the responsible team, who will locate the transaction and ensure that the funds are refunded back to their source.
Why is my deposit showing as pending?
Deposits can remain pending for a certain amount of time (6-72 hrs), depending on the payment method being used. Should your deposit remain as pending for longer we kindly request you to contact our customer support team for assistance.
Cashing out
How do I withdraw winnings?”
When you want to make a Cashout, simply:
Go to ‘My Account’Choose the ‘Cashout’ option.Choose your preferred Cashout method – and fill out the short form.Click on ‘Cashout’ and your request will be sent to be processed. You will then be paid in accordance with your selected Cashout method.Multiple Cashout requests made within a 24hr period, and using the same payment method may be combined into one payment.You can track your Cashout request visiting the ‘My Account’ section within the lobby.Please note that withdraw time differs between payment methods. Your personal details should be correctly given in order to receive your money within the above allocated times. Why not check out our Cashout processing times before selecting your payment method.
Where can I find betmaze.com withdrawal policy?”
BETMAZE’s cash out can be found here.
Can I cancel my withdrawal request?”
Due to the requirements & regulations from the UK Gambling Commission, we have removed the facility to cancel withdrawals. This means all withdrawal requests will be processed in accordance with our withdrawal procedure.
Within the Cashier, click on the “Pending Cash out” button on your left.Select the transaction you wish to cancel and click on the “Transfer Money Back to Your Account” button located at the bottom.The funds will now be transferred back into your BETMAZE account.
After 48 hours from the date of request, the status of your Cash out request will change to ‘Processing’ and you will no longer be able to cancel it. You will be notified by email when your Cash out request is delivered and the money is sent to you according to the method you chose.*(Subject to local regulations)
Every time I want to withdraw I have to send documents?”
We will only request that you send your documentation once. It will then be saved to your account, and future withdrawal requests will not incur any delays, provided the same payment method is used. However, additional documentation may be requested in cases where a different payment method has been used.
Additionally, there are situations where we may request documents more than once if we need updated documentation, such as when a previously submitted document has expired.
How can I send documents?
We offer 2 easy ways for you to send us your documents:EMAIL – You may scan and email the copy of the documents to us. You can also take a photo of the documentation using a digital camera. We would advise saving the image as a .jpeg format.POST – You may send copies of your original documents by post to the following address: St. George’s Business Centre, Level 5, St George’s Road, St Julians STJ 3200 Malta
Furthermore, once we have this information saved in your file, any future cash out request should be processed and approved with no delay.
How long does it take to receive my winnings?
Please note: All days referred to here are business days (not including weekends and public holidays).
Expected processing time Debit Card and Wire Transfer / Interac e-Transfer – This is handled by an agent within 24 hours but may take up to 6 business days to reach your bank account once approved.
Neteller/Skrill/Paypal/MuchBetter – This is handled by an agent within 24 hours but may take up to 2 business days to reach your ewallet account once approved.
Trustly/Trustly Pay N Play/ Instant Banking – This is handled by an agent within 24 hours but may take up to 1 business day to reach your bank account once approved.
Rapid Transfer/ecoPayz/AstroPay – This is reviewed and approved/declined by an agent within 24 hours but may take up to 4 business days to reach your bank account once approved.
Can i withdraw my funds whilst my account is closed or self excluded?
You will not be able to access your account whilst closed or self excluded but you can contact the Customer Support team on via the Contact Us page and they will assist you with your remaining balance withdrawal.
What is a wire transfer ?
A wire transfer, also known as a bank transfer or money transfer, is a method of electronically moving funds from one person or entity to another. This includes the recipient’s full name, physical address, bank name and address, bank account number and type, bank routing number, and the bank’s SWIFT and IBAN code
What is a wire transfer ?
Sometimes we ask for bank details to complete your withdrawal as a wire transfer. This could be due to the payment method you used to deposit may not be capable of receiving withdrawals or the withdrawal you requested may have been returned to us due to technical issues or your bank refusing transaction from gambling entities.
What Banks are we unable to process withdrawals to?
Please be advised that we don’t issue wire transfers to below entities:
Think Money
Virgin Money
CardOne Banking
Spectrum Payment Services
Yorskshire Buidling society
Revolut Banking
Starling bank
Monzo
Kroo
Wise
Monese / Prepay Technologies
Sport
How do I claim/opt in for my free bet?
How to claim Free bet Sports Offer:
How to Opt In for Free bet Sports Offer:
What is the difference between an accumulator and a bet builder?
The difference between an accumulator bet and a bet builder is rather straightforward:
Accumulator bets refer to a betslip with two or more selections on different events
Bet builder bets refer to a betslip with two or more selections on the same event
Submit Documentation
How do I submit documentation?
What types of files are accepted?
The Document Uploads tool accepts JPG, PNG, TIFF and PDF files. Note: Only the first page of TIFF files will be saved.
What documents are accepted for verification?
Sometimes we may require documents from you. In such case we will inform you immediately. The following documents may be accepted:
Proof of Identity:
Passport
Driver’s license
Government-issued ID card
Alien registration card
National ID card
Utility bill (dated within the last three months)
Bank statement (dated within the last three months) Letters from a public authority or servant (please note that payslips is not eligible for proof of address)
Payment cards
Screenshot of E-wallet Account
Bank statement showing deposits made to AG communications
Financial statements
Bank statements
Payslip
Director remuneration/Dividends/Pension
A bank statement/savings account that clearly shows consistent incoming values from an identifiable source
A Trust deed clearly showing a consistent entitlement to funds
Dated proof of an award/payment made to you
Your most recent tax return
Bank statement showing dividends being paid
Pension/benefits (pension statement, benefit statement, bank statement showing pension/benefits payment
Sale of property (letter from solicitor and a bank statement showing payment)
Inheritance income (letter from solicitor and a bank statement showing inheritance payment)
Trading/stocks/shares income (a trading statement, tax return showing trading/stocks/shares income, bank statement showing incoming payments from trading/stocks/shares)
Latest P60 or P45
Illegible, missing or only partial information or blurry
Suspicion of Counterfeit
Not in the players own name
ID documentation is not including all four corners of the document.
Expired documents (Identity documents and payment methods)
Outdated documents (for Proof of address)
How long do documents take to be reviewed?
We strive to review all documents submitted within 24 to 48 hours. However, document processing time may vary depending on multiple factors:
Verification delays – Document reviews may experience slight delays during periods of high demand.
Document Quality – Ensure your documents are clear and that all details are visible and readable to avoid any delays.
Additional Verification – You will receive an email notification once your documents have been reviewed. If you haven’t received an update after 48 hours, please feel free to contact our Customer Support team for assistance.
Why were my documents declined/what should I check before submitting documents?
We may contact you if we were unable to approve your documents.
Common reasons for document rejection are:
The full document was not displayed (all four corners could not be seen)
The document was out of date or expired
The document file is not supported or is too big (Accepted file types are: JPG, PNG, TIFF and PDF. Maximum upload size is 6MB per file)
The image was not clear or details on the document were illegible
The document was not in the players own name
Suspicion of Counterfeit
Technical
Where can I find complete detailed help on all the games?
Press on the Help button (?) in any game to learn how to play it. This will give you detailed instructions and explanations on how to play the game the Prize amounts and Odds. For any additional Help click on the following link: HELP
What do I do if I have forgotten my Username and Password?
If you’ve forgotten your username or password, simply go to the login section of our website or app. There, you will find the “Forgot Password” option. Click on it and follow the instructions to reset your password. You will receive an email with a link to create a new password. If you don’t see the email, please check your spam or junk folder.
How do I change my Password?
Log into the site with your existing Username and Password.
Click on the ‘Menu’ and then on the ‘My Account’.
Once you are in the ‘My Account’ page click on the ‘Change Password’ link and fill in the relevant fields and press ‘Change’.
What should I do if I feel there is a discrepancy between game result and winning?
The best way to check the card you just played is by reviewing the card “games history”. This is located in the History section in your account. If you still think there is a discrepancy after reviewing your history, please send a screenshot of the card you played or the card game number to our customer support team via our LiveChat. Including a detailed description of the issue you experienced and the time and date which you played the card will assist us in resolving or escalating the issue.
How do I send a screen shot of the card I played?
In order to send a screen shot, please follow these steps:
Make sure the screen you need to copy is the open window.Press the “PrtScn” key located on the top right corner of your keyboard or use the ‘Snipping Tool’ if you are on a laptop.If you use our site from the phone snap a screenshot according to your mobile phones options.Upload the screenshot to your account or by contacting customer support via LiveChat.
How to Enable Cookies?
Cookies are pieces of information that websites store on your computer. Cookies allow websites to recognize your computer the next time you visit, and to remember your preferences. Some websites may not function correctly if you disable cookies.
In order to play on our website, you are required to enable all cookies in your web browser, including third party cookies. You may do so by following the specific instructions for your web browser:
Google ChromeSafariFirefoxEdgeInternet ExplorerOpera
Reward Point Program
What are Reward Points? (For non UK players only)
Reward Points are another way for BETMAZE to reward our loyal players.
Registered BETMAZE Real Money players earn Reward Points as they play.
Once players reach a certain number of Reward Points they are eligible to redeem these Reward Points for Bonus Money
How do players register for Reward Points?
All Real Money players are automatically registered to earn Reward Points upon making their first deposit into their Real Money account.Earning Reward Points does not cost players any extra money.Earning Reward Points is mandatory, but redemption is optional.
How do players earn Reward Points?
Reward Points are awarded automatically, based on Real Money wagers and recent player activity.
Standard Earning Rate is 1 Reward Point for every [FormattedFactoredAmount:[LoyaltyPointsEarningRate]] wagered.
The number of Reward Points awarded per bet will depend on the game and/or type of bet placed by the player.
Reward Points may be awarded for special promotions or as gifts from BETMAZE.
Reward Points cannot be earned through practice mode play.
How do players redeem Reward Points?
Once players have accumulated the minimum number of Points, they can redeem these for Bonus Money.Bonus Money redemption is done from the cashier section of the BETMAZE site.The Bonus Money amount must be more than or equal to the minimum number allowed for players’ current Reward Level and equal to or less than the maximum number allowed for the players’ current Reward Level.Redeemed Bonus Money will be added to players’ game account.Redeemed Reward Points will be deducted from players’ Reward Points balance, but not from the Total Reward Points.Promotional Points awarded as prizes cannot be exchanged for an alternative cash value.Redeemed Reward Points can then be cashed out, providing standard cashout criteria are met.Redeemed Points will be subject to standard bonus wagering requirements. See Bonus Policy for more details.Maximum redemption of Reward Points per month is calculated as follows: €100
What are Total Reward Points?
Once players reach a certain number of Total Reward Points, their accounts will be automatically upgraded to the next Reward Level.
Each new Reward Level will provide enhanced redemption rates for Reward Points.
Total Reward Points are awarded at the same time and rate as Reward Points.
Total Reward Points are calculated on players’ lifetime activity.
Total Reward Points cannot be redeemed for cash.
Is there a validity period for my reward points?
The Reward Points are based on lifetime activity, any points that has already been redeemed do not expire.Any Reward Points that were not redeemed within a 3 month period will expire from your Points Balance.
What happens to the Reward Level and Reward Points in the event of account closure?
If a player chooses to close their account, Reward Levels and Reward Points will be forfeited.RReward Points and Reward Levels cannot be transferred to another account.
Reward Points on mobile games
It is possible to earn Reward Points on the Mobile platform as well as through web games on BETMAZE.
BETMAZE Mobile Players earn points in exactly the same way.
General Information
Where can I find BETMAZE terms and conditions?
BETMAZE’s terms and conditions can be found here.
Why Can’t I play in Practice mode anymore?
All Practice accounts have a limit of 250 games to play with. Should you chose to open up a Real Money account, your first deposit of a minimum of €10, and each deposit thereafter will add another 250 games to your practice account. You may switch back to Practice Mode at any time and play any remaining games you have available.
Why is it that I am not allowed to open up a Real Money account because of the country that I reside in?
Regulatory requirements in some countries do not permit the citizens of these countries to play with real money. We are able to offer those of you who cannot join us with a Real money account a Practice account to enjoy our site with. Legislation may change periodically in relation to your country of residence.
How can I unsubscribe?
To unsubscribe from promotional emails you can follow the direct link at the bottom of the email.
To unsubscribe from promotional SMS you may kindly contact our Customer support team for assistance
How can I close my account?
If you would like to close your account, you can follow these simple steps:
Step 1: Access Your Account Settings
Locate the “My Account” menu.
Click on “Personal Details.”
Step 2: Deactivate Your Account
A drop-down menu will be shown – select your reason for closing the account.
If you would like to provide further feedback or elaborate on your reasoning, you can do so using the text field in the blank.
Your account will be disabled instantly and an email with closure confirmation will be sent to you.
What currencies am I able to play within the site?
BETMAZE offers players 7 currencies in which to wager:
$ – US Dollars€ – Euro£ – British poundsKr – Kroner (DKK,NOK,SEK)R$ (BRL)C$ – Canadian DollarsAU$ – Australian Dollars
You can play using the currency of your registered country. For example, UK players must use GBP and cannot select other currencies. We recommend ensuring your account is set up with the correct currency for your region, as currency selection is based on your country of residence. Selecting a different currency from your residence could result in delays with future withdrawals
What does GMT mean?
GMT is an abbreviation of Greenwich Mean Time which is the international time, the
basis of the world time clock. It is used to refer to Coordinated Universal Time
when this is viewed as a time zone. Please note that all of our promotions run according
to GMT time. We indicate the times in which the promotions run between. If you are
unsure of the GMT time and it’s relation to your country/time zone please click
on the following link: https://www.worldtimeserver.com
How can I make a formal complaint?
To file a complaint we kindly ask you to contact our customer support team via the ContactUs page with a detailed description to your complaint.
Does closing my account affect my withdrawal?
Closing your account will not affect your withdrawal and it will be processed as per our normal procedures.
If i cannot enter the chat how can i get help?
Should you be unable to contact us via Live Chat we kindly as you to fill in the email section from the Contact Us page with your query
How can I remove my bank card from my account?
We are unable to delete means of payment and history as we are required to retain such data under applicable regulatory requirements
Why were my winnings voided and original deposit returned to my gaming account?
As per our bonus policy, any player found to be abusing our the bonus rules will have their winnings confiscated.
Why can I not share my account with a family member ?
Sharing an account is personal information and for security purposes accounts should not be shared. Your Company Player Account is for Your personal use only, and funds deposited into your Player Account may only be used to play via The Company Services. Verifications procedures will be carried out when you deposit funds in your Account. You may not use Your Player Account on behalf of another person. You may only create one Player Account with The Company and shall only use The Company Services using such single Player Account. Any use of Your Player Account is strictly for Your own private purposes. We take absolutely no responsibility for any third party accessing Your Player Account, and We shall not be liable for any losses incurred by You as a result of such an event. Any activation of Your Player Account while using the correct Password and Username will be considered by Us as a valid entry by You into Your Player Account.
Account Verification
General Information
Online gambling operators are required by law, via licensing conditions and codes, to take steps to help ensure that gambling is fair and open,
is not linked to crime, and does not lead to harm.
Similarly, to banks, part of this includes collecting customer information for identification, verification and know your customer checks.
Why do we need more information about you
You may have recently been asked to provide some additional information about you or the source of your account funding from our Responsible Gambling Team.
We operate under a license provided by the UK Gambling Commission and one of our license requirements is to pro-actively engage in initial and ongoing due diligence.
This process allows us to ensure that we can get to know you and provide you with a great player experience, as well as ensuring that we fulfil our obligations in relation to Know Your Customer checks.
At times, it may be necessary as part of this process for us to ask you to confirm your source of funds used to deposit on our website and to assess affordability.
What are the checks you need to do?
We may need to ask you to provide a valid ID, such as a passport, driver’s license or other recognized government issued document.
In some cases we may be required to ask for a bit more background information, which could include conversations around your account activity and to understand your source of account funding and specific areas of responsible gambling. In some instances, we may ask for documentation to support you have sufficient income to support your gambling activity.
What sort of documents do I need to send you?
If we ask you to provide a source of funds or proof of income documentation, it is important to make sure that you provide a valid or most recent evidence that identifies the actual source(s) of funds that you use to bet or play with and that it matches up with and can substantiate your level of activity.
What does my bank statement need to show?
Your main bank statement will help us understand the source of your deposits and allow us to assist in helping you play responsibly.
Your bank statement is required to be recent within the last 3 months and need to show the following details:
How will this information be used?
We can confirm that the information and documentation you provide will not be shared externally and will be used for the purpose intended.
Your data will be handled with the strictest confidence by teams specifically trained to handle such data,
in line with our terms and conditions and our privacy policy.
Should other online bookmakers/ online casinos ask me this?
The link to UKGC doesn’t work. Revamp so it includes links to all regulations
What if I don’t want to give you the information/documentation?
If you do not wish to provide us with the required information or documentation, please keep in mind that we may take steps to restrict your account until we are able to obtain this.
Where do I need to send/upload my documents?
Uploading your documents couldn’t be easier. We have designed multiple ways you can upload your documents based on your preference.
The easiest way is to upload the documents directly to your player account by going to ‘My Account’ → ‘Account Details’.
Please note: If you are unable to access your account or the file is too big to upload, you may send your documents via Live Chat or by e-mail.
Why do I keep getting pop-ups even though I have sent my documents?
This normally mean we are still outstanding information from you, it’s a good idea to check your emails to see what we have requested from you.
Unfortunately, until we receive the complete and correct documents, the pop-up will keep appearing upon login to remind you.
Once the documents have been approved, the pop-up will no longer appear.
If you have already submitted everything we have requested, there is no need to re-submit.
Sit back and await a confirmation email to confirm we have everything and your account has been verified.
Responsible Gaming
What Responsible Gaming tools do you offer?
We offer a range of helpful tools that can assist you to gamble responsibly:Play limits (daily/weekly/monthly)Loss limits (daily/weekly)Reality checkCool-off periods (24 hours, 1 week, 1 month, 6 weeks)Self-exclusion (6 months, 1 year, 2 years, 5 years)More information can be found on our Responsible Gaming page
Why did you set a Responsible Gambling limit on my account?
We set deposit limits as a way to safeguard our players and to ensure that you are playing within your means.
This can be based on UK averages or documents you have previously provided.
If you would like to increase a limit set by us, please feel free to upload documentation relating to a sustainable income that provides sufficient evidence of your affordability to increase the limit.
You can also contact our support team to discuss the issue further.
How do deposit limits work?
Daily deposit limits are applied each day at 12:00 AM (00:00 GMT) and end at 11:59 PM (23:59 GMT).
Weekly deposit limits are applied each week, starting on Monday 12:00 AM (00:00 GMT) and ending on Sunday at 11:59 PM (23:59 GMT).
Monthly deposit limits are applied each calendar month, starting from the first day of the month at 12:00 AM (00:00 GMT) and ending on the last of the month at 11:59 PM (23:59 GMT).
If you decide to increase your limits, it will need to be confirmed by you after a 24-hour cooling off period.
If you decide to decrease your limits, the change will take effect immediately.
More information can be found at our Responsible Gaming section.