Frequently Asked Questions

Deposit

How do I make a deposit?

Making a deposit is easy! Log in to your bgo Account and click on ’Wallet’, then choose ‘Deposit’ and you will see all of the options available to you. You may need to set up a payment method first.

How much can I deposit?

You can deposit as little as £10 at bgo or as much as £5,000. The maximum however could change depending on your own individual limits.

Why can’t I deposit?

Please make sure that you have all of the details correct if you're using a card, like the CV2/CVN number. If you are still experiencing issues and definitely have funds in your bank account, please contact us at support@bgo.com.

Can I use another person’s bank or credit card to make a deposit?

No, this is against both our own terms and conditions and also the terms of the banks.

How can I change my deposit limits?

Log in to your bgo account and click on Wallet, then choose Limits. Here you can view your current deposit and withdraw limits. At the bottom left hand side of the screen you will then see:

Change Limits

Once you have changed them using the drop down menus simply click on:

Save Limits

Withdrawal

Why can’t I withdraw?

First of all you need to make a deposit which helps us verify your identity and age amongst other things. This helps keep bgo fun and safe for everybody playing.

Once you have deposited then you should be able to withdraw immediately, although we may need you to send us additional documentation depending on how much you choose to withdraw. Should you remove your payment method before requesting your withdrawal, you will need to make another deposit. Certain bonuses also have wagering requirements which must be met before a withdrawal can be made.

How long will my withdrawal take?

You can check the status of your withdrawal in your bgo account ‘Wallet’. All withdrawals will remain as ‘Pledged’ in our system for approximately 72 hours. This time is used by us to perform various security checks and to ensure all correct documentation has been received. After this time, the withdrawal will change to ‘Committed’ and we will send the funds back to your payment method of choice.

Identification

Why do I have to send in my identification?

We are required under the terms of our Alderney gaming licence to request these documents to verify the identity of participants in online gaming on our site. This helps us keep bgo safe and secure for all players involved by helping to prevent financial fraud.

What identification do you require and where do I send it?

We need a recent Utility Bill (less than 3 months old) which clearly shows your home address and a copy of your photographic ID. A Passport or Driver’s License are the best. We're not able to accept Mobile phone bills as proof of address unfortunately. Please email these to our support team at support@bgo.com.

How long will it take to verify my ID?

Normally within 24 hours but we’ll email you as soon as it’s done!

Help

How can I contact you?

All queries are dealt with via email and Live Chat. We aim to reply to emails within 24 hours at the very most.

How do I change my username?

You are not able to change your username unless there is a very specific reason.

If you feel that you have good cause to request a username change, please let our support team know at support@bgo.com for consideration.

Can I have more than one account?

No, you can only have one registered account. Multiple accounts will result in accounts being suspended and closed.

Why has my account been suspended?

If your account has been suspended, please check that you haven't received an email from our bgo support team. We want to keep bgo safe and secure for all players involved. If you have not received an email from us please contact our support team at support@bgo.com.

How can I close my account?

Simply email us at support@bgo.com with your date of birth and username and we will do the rest. If you have any feedback that you wish to give to us then please do so. We always listen to our players and many changes made to bgo are as a result of what our players ask for!

Technical

Why is my screen blank when I am trying to access the bingo lobby?

In most cases this can be remedied by adding bgo.com to your trusted sites. While in Internet Explorer, please choose tools from the menu along the top and select internet options. In the internet options screen, go to the security tab and make sure you select trusted sites by clicking on the green icon. Then click the sites button. In the window that then comes up, type https://www.bgo.com and before clicking add, make sure the box at the bottom is unchecked. After clicking add in the above step, you will see that https://www.bgo.com is now in the web sites box. Click OK to exit this screen. Should you need further help please contact our support team at support@bgo.com.

Why do I get error 2 when playing a slot game or why does the game freeze?

During game play, there is constant communication between your PC and the game servers. If the connection is interrupted, even for a short time, the game will freeze and this error code is displayed. Such communication drops can happen on dial-up, cable or broadband connections and may be so short as to be undetectable during other internet usage, such as downloading files or surfing. Usually rebooting your modem or wireless router will resolve this issue.

Please rest assured that this issue will in no way affect the result of any game. If you do lose your connection in this way, the game may reload as still being in progress and you will be able to resume playing with the last wager placed. Otherwise, the outcome will have been played out on the server as usual, and any winnings will have been credited to your account.

You may find that clearing your browser's cache resolves this issue, as where old data has not been refreshed this can cause time outs. To clear cache in Internet Explorer version 5 onwards:

  • Select Internet Options in the Tools menu at the top of your browser page.
  • From the General tab select delete . . . which you will find in the Browsing history section
  • Delete Temporary Internet Files, Cookies, History and Form data.
  • Restart your PC.

If you are using a different browser such as Netscape, AOL or Firefox you should be able to find advice on clearing cache from the browser's help function.

Another factor can be that the latest version of Flash is not installed. Flash is a very common component of many websites and the player can be installed for free by going to the following link:

http://get.adobe.com/flashplayer/

If you are not running at least Flash 10 please follow the online instructions to download and install the most recent version of the software. Upgrading your PC's Flash Player can only be beneficial as we aim to use the most up to date version for our games.