Frequently Asked Questions

REGISTRATION

How do I register?

Joining bgo is easy. Simply Click Here and follow the simple instructions. As soon as you complete all of the forms, we'll add your free spins!

WELCOME BONUS

What are the first deposit offers and how do I claim them?

For Casino there are 3 great bonuses worth up to £1,500 when you deposit, including 200% up to £100 on your first deposit and 180 free spins on our Starburst Slot game. Your 180 free spins on Starburst will automatically begin when you make your first deposit and are awarded in groups of 20 each day for the 9 days following your first deposit.

For Bingo simply deposit and spend £10 to play with £50. We will also give you 20 free spins just for registering on our Starburst game – no deposit required!

PASSWORDS

I need to reset my password, how do I do this?

Simply click on the Forgotten Login link on the home page and we will resend you a temporary password immediately.

PROMOTIONS

What is the best way I can keep up to date with the latest promotions on the site?

The promotions will be advertised in each section of the site on the Promotions page. We will also regularly keep in touch with you by email and SMS to make sure you don’t miss out! Just remember to subscribe to emails, add us to your address book in your email and always keep your details up to date to avoid missing out on any promotions.

DEPOSITING

What Payment methods are available?

We have several payment methods available to our customers. Visa, Mastercard, Maestro, Skrill, Neteller and Boku but this is only available on mobile. Paypal is also available but only to UK based players.

What is the minimum deposit required?

The minimum deposit is £10.

Can I set my own deposit limits?

Yes, simply select the drop down menu to the right of your name on the Homepage, select Wallet and then the Limits tab. Alternatively, you can select the Set Deposit Limits tab when you are on the Deposit page.

How do I add a new payment method or remove an existing one?

From the Homepage, select the drop down menu to the right of your name, select the Deposit tab and you should be able to see your existing payment methods. To add another payment type, just select the option of your choice and add the relevant details. To remove a card or change an expiry date of an existing card, you will need to contact us on Live Chat or email via the help page.

WITHDRAWING

How can I obtain my previous deposit and withdrawal history?

From the Homepage, select the drop down menu to the right of your name, select the Wallet tab and then there are a number of different options to choose from depending on the information you wish to view.

I have an active bonus - can I withdraw?

Yes! You can withdraw your real balance at any time, even after accepting a bonus. We 'ring-fence' the proportional amount of your deposit that was used to claim a bonus, which means everything else remains unaffected. If you chose to withdraw funds that are 'ring-fenced' then you will lose all of your bonus and any winnings you have.

What are the timescales for withdrawing funds?

Withdrawals are processed daily. When a withdrawal is pledged, it will remain in a ‘pending’ state for 24 hours, within this time you can choose to reverse your withdrawal and continue playing. Once your withdrawal has been processed, pending our normal security checks, the funds can take from 3-5 working days to show in your account, depending on your bank. The ‘pending’ period decreases as you progress up through our Loyalty levels. For more information on our Loyalty Scheme, please click here.

LOYALTY AND ACHIEVEMENTS

Due to the significant changes in this area, we have a dedicated section which contains a range of questions and answers. Click on the link here.....

ID and Verification

As a new player do I need to provide any documentation to verify my account?

We will always try and complete a verification check on your account automatically when you register on our site. If we do require anything at any point in the future, we will let you know.

If you do require ID from me how do I send this to you?

We recommend you either scan these documents into your computer or use your camera phone to take pictures. Once you have the images saved, you will need to send each one as a separate attachment by e-mail. It is essential that the copies are legible and can be easily read, this will allow us to verify your details with no delays. Once we have received and verified these documents, your account will be updated within 72 hours.

What documents are accepted for Verification?

We require valid, up to date photo documentation. These ID documents can be in the form of a Passport, Driver’s License (front & back of card), National ID Card (front and back of card,) or a UK photo Citizen card (front & back of card.)

Proof of Address: We must be able to verify the address as registered on your bgo.com account. A recent utility bill, solicitors letter, bank statement, tenancy agreement or any other similar legal document sent to your registered address is acceptable. This document must be no more than 3 months old at the time of verification. Your full name and l address, as well as date of sending and senders stamp/headed logo must be visible. Please note that mobile phone statements are not acceptable as valid proof of address.

If you have any further questions then please do not hesitate to contact us. You can email or talk to us on Live Chat via the Help section on the website.

RE-OPENING AN ACCOUNT

Can I re-open my account?

We would love you to re-open your account. We just would need you to contact us by Live Chat or email and confirm why you are re-opening the account. We will need to ask you a few security questions so that we can be sure we are speaking to the right person.

We also have to ask you a few details, just to clarify why you closed the account originally but we can do this very quickly. Once we have checked our records and you have passed our security checks, we will be happy to re-open your account.

BONUS – GENERAL

I have built up a balance and still have all of my bonus funded. Can I withdraw?

You can withdraw at any time, even with an active bonus, but you will forfeit all bonus funds and any winnings you have earned whilst the bonus has been active. You will need to complete all wagering requirements before you can claim any winnings. Visit the Wallet section of the website to view active bonuses and your remaining wagering requirements.

Does Bgo offer a birthday bonus?

Yes. Our active and loyal players receive a birthday treat on their Birthday, which is 100% deposit match up to £100 and this will automatically credit, according to the amount you choose.

How can I view my bonus wagering target?

From the Homepage select the drop down menu to the right of your name, select the Wallet tab, select Account then the Bonus icon and this will list your current active bonuses and the respective wagering requirements.

I have a bonus balance showing when I am playing slots and casino, why can’t I see this when I switch to bingo?

When you accept any bonus it needs to be used on the specific game the promotion is for. It is not possible to use a Casino bonus on Bingo for instance. That said we regularly have bonuses across the site to make sure no one misses out, no matter what you like to play!

What is the All Games Bonus figure within the Bingo Lobby?

If you had a bonus showing here it would apply to all the games available within the Bingo Lobby only. You have the option of opting for an ‘All Games Bonus’ or a ‘Bingo’ Bonus when you cash in your loyalty points. The All Games Bonus can't be used on games outside of the Bingo lobby.

Can I opt out of being given the option of claiming a bonus if I want to?

Yes. You will need to contact the Customer Care Team as normal and they can ensure that you are not eligible for any future offers.

When I want to claim a normal promotional bonus, do I need to enter a code?

Yes. We do use bonus codes. It will be very clear when you need to use these so you shouldn't get confused.

Games

How can I find out the games you have on the site?

Our games are visible on all our tabs. Simply go to the Games tab on any page and if you scroll down you will see all the Popular Now and New In Games. Alternatively, you can use the Search icon in the top right hand corner of the Games page to find your favourite. In addition, we have lots of progressive Jackpots and a Casino in our Live section.

What is the main difference between playing games on the mobile and the desktop site?

You can play Bingo and Live Casino games on the move! In addition, we have also dozens of new slots and casino games on our mobile site.

BINGO

Where can I find answers to a bingo related question?

We have a dedicated section for all questions related to bingo. Please click on the link here.

I opted for a bonus to play on bingo when I signed up; - why can't I use this when I play on casino and slots games?

If you chose our Bingo first deposit bonus, then you are only able to use this on bingo but we have plenty of promotions on our casino and slot games.

I opted for a bonus to play on the casino and slots games when I signed up; why can't I use this when I play in Bingo?

If you chose our 200% slots and casino bonus, then you can use these funds anywhere except on Bingo games.

LIVE CHAT HELP

I can't seem to see that Live Chat is an option – can you help me?

Live Chat is available to players logged into their account between the hours of 8.30am and midnight, and is accessible from the help page. If you are logged in and do not see the icon, it means all agents are busy. Please either wait for assistance or email us using the form from the help page.

What are the opening hours of the Customer Care Team?

The Customer Care Team are on hand to help with all queries during the opening hours of 8.30am-midnight, 7 days a week. Both our Live Chat and email service are available as normal during these hours.