FAQ

 
MY ACCOUNT
 
1. I have forgotten the password, what do I do?
When attempting to log in with the wrong password, the following page will be displayed: "Login Panel". As passwords are case sensitive, check to ensure your Caps Lock is off. If your troubles persist, select the "Forgot the Password" button and follow the indicated steps for its recovery.
2. Who do I contact if I have questions about my account?
Please contact our Customer Service via instant chat or via email at support@bgbcasinos.com
3. What I have to do if I do not want have any more an account?
To close your account please contact our Customer Support via live chat or via email address support@bgbcasinos.com
4. How do I change my account password?
You can click after login on “My Account” at the top right of the first page of our site, then on Settings and after on Security, from where you should change your account Password.
5. How do I change email address registered on my account?
You can contact our customer service via chat or at the following email address support@bgbcasinos.com
6. How I can check my account activity?
You have to login to your account by logging in and accessing on “My Account” at the top right of the page; from the menu you will visualize click on “Transactions”  and start with the search.
7. Is it possible to change my username?
The username can NOT be changed.
8. Who can I consult if I think I have a problem with my gambling?
You can contact our customer service and you can request to close the game account, or the limitation according to your needs.. Gambling must be fun and BGB Casinos wants to ensure the well-being of its players. Customers can decide to close the account for a limited or unlimited period of time.
9. What happens after my period is up?
Once the time limit you selected for self-exclusion is up you can contact our Customer Service to open your account.
10. Can I self-exclude?
Yes, you can self-exclude for a limited or unlimited time.
11. Can I cancel it?
No, that is impossible. You cannot open your account until the time period you selected self-exclusion is completed.
12. I am not getting a response to my questions when I e-mail the Support Team?
We try to respond to all emails within 24 hours, we always recommend to check also in junk mail because sometimes our emails / answers end there. In case the answer is late, we recommend contacting us by Live Chat service you find on the website.
 
 
REGISTRATION
 
13. How do I open an account?
You can create an account with us by one of the following ways: 1) Clicking directly here 2) Or you can go to the website homepage and click on "Register" on the right top side. Either way you will be redirected to your registration page. Please note that your username and your account currency cannot be changed. Please remember that you must be of legal age to play with us, or you must have at least 18 years of age. Remember to read the Terms and Conditions before to open an account and start to play.
14. Why am I having problems to create the account?
Please contact BGB Casinos Customer Service at support@bgbcasinos.com to assist you with this or or through the Live Chat service.
15. What do I need to do to start playing?    
First of all, you need to open an account with us, by doing this you accept our Terms and Conditions and you confirm you are over the age of 18.
16. Why is my personal information required? Are my personal details safe with you?
We need your personal details to confirm your Identity, age, residence and prove of financial transactions did with us.  Bbgcasinos.com use the most up to date data encryption techniques to safe guard your personal detail to ensure them at 100%.
17. Do I need to make a deposit to be able to play?
No, you can play in our Casino for fun if you wish.
18. Can I have more than one account?
No, only one account is permitted.
19. Is there any minimum age requirement to play at BGB Casinos?
You must be at least 18 Years of age to play on the BGB Casinos site.
20. Do you accept players from my country of origin?
As long as you are not breaking any of your country's laws we accept players from all countries. See Terms and Conditions.
 
 
SECURITY
 
21. Is your website licensed?
Our license to operate is displayed at the bottom of the site footer.
22. How safe is my credit card information?
Our website uses the most advanced data encryption techniques to guarantee that your information is only available to a select few within our website. We encrypt all your information using the internationally accepted industry standards SSL encryption algorithms. That means all of your information going back and forth; from your address, to the cards you are being dealt is being protected by the same amount of security a bank would use.
23. How do I know my financial information is secure?
Our website encrypts all your information using the internationally accepted industry standards SSL encryption algorithms. That means all of your information going back and forth; from your address, to the cards you are being dealt is being protected by the same amount of security a bank would use.
 
 
FINANCIAL
 
24. How can I identify any payments and withdrawals did to and from BGB Casinos on my bank/credit card statement?
All deposits and withdrawals which appear on either your credit card or bank statement will always be accompanied by a descriptor which can vary in the name as we use several banks. If you need further assistance on keeping track of your deposits and withdrawals, please contact our Customer Service Team on our website.
25. Can I use more than one payment method?
Yes, you can but we may need documentation for any changes in financial methods.
26. Why won’t your website take my card?
Some credit card issuers maintain a rule that does not allow you to make direct deposits to online gaming site. For further assistance, please contact our customer service.
27. What do I do if my card deposit gets declined or rejected?
It can happen that one or more deposits are refused, normally you have to wait 24 hours before you can make deposits again on BGB Casinos. For any information or assistance, you can contact customer service at any time.
28. Can I use my card to deposit into my friend’s account?
You cannot do this as this is deemed to be a third-party transaction and under no circumstances allowed.
29. I have deposited from the wrong card in error is there anything I can do?
Please contact our customer service at support@bgbcasinos.com
30. Can I transfer money between accounts?
You cannot transfer money between personal accounts.
31. What is an IBAN?
IBAN stands for International Bank Account Number. IBAN is used in international bank transfers from a country to another. 
32. What is a CVC2 code?
CVC2 is an acronym for "Card Verification Code". This code consists of 3 numbers written on the back of your card and is a security measure required in order to make purchases on the internet
 
 
DEPOSIT
 
33. How do I make a deposit into my account?
Click on Login then on “Deposit” button, or on the menu you will visualize when you click on “My Account” and after choose the payments method whished.
34. How long does it take for my deposit to get approved?
Most deposits are approved immediately except in the case of bank transfer for which they are needed, 3 working days if SEPA circuits are used and 7 working days for movements outside SEPA circuits, for approval and accreditation .
35. Which deposit methods do you have available?
You can view the payment methods offered in the information below on the main page or after logging in and clicking on "Deposit" in the "My Account" menu at the top right.
36. Which credit/debit cards do you accept?
Our website accepts all Visa and MasterCard/Maestro Credit/Debit Cards as depositing and withdrawing methods.
37. Will I be charged any fees when depositing into my Roombet.net account?
There are no fees for depositing into your account.
38. What is the minimum/maximum amounts that I can deposit at a time?
The minimum deposit is € 10 or equivalent and the maximum daily deposit amounts to € 2,500 or equivalent, for further information please contact: support@bgbcasinos.com
39. Is there a way for me to set daily, weekly and monthly deposit limits?
You are able to set Daily, Weekly or Monthly Deposit Limits. These can be set from the 'Account Settings' subsection after pressing the 'My Account' button. Limits can be changed at any time in the same section. Click here for more detailed information.
40. How do I make a deposit from my bank account?
You can click on "Deposit" after logging in and select "Bank transfer. In any case you can contact our customer service at support@bgbcasinos.com 
 
 
WITHDRAWALS
 
41. How can I make a withdrawal from my website account?
You can withdraw at any time as long as the conditions set out in our Terms and Conditions have been met. Click on the "My Account" button and then on "Withdrawal". Once the withdrawal is done, it will remain on hold for 48 before it can be processed and paid for. The minimum and maximum levy depends on the chosen withdrawal method. In the case of substantial withdrawals, they may be paid in weekly installments rather than once. For more information about this, please contact our Customer Service.
42. Are there any limits on how much I can withdraw?
The minimum withdrawal amount varies according to the method chosen and is displayed next to it when requesting a withdrawal. The maximum withdrawal amount is displayed as well next to the withdrawal method of your choice when you are requesting one.
43. Can I cancel a withdrawal request?
Before the pick is processed and paid you can at any time request the cancellation of the withdrawal.
44. Can I get my winnings paid back to my credit/debit card?
Yes, you can as long as it is the same card that you used to make your original deposit.
45. I used my credit/debit card to deposit; can I request a payment by any other mean?
Yes, you can but we may need full documentation from you and details of your new method.
46. Why can’t I choose by which method I want to get paid?
This is due to anti money laundering laws that we adhere to and for your and our security for all financial transactions, so unless authorised all refunds must go back to the same method as used for depositing.
47. Do you charge any withdrawal fees?
The commission that BGB Casinos applies to withdrawal transactions varies depending on the method chosen. For more info, please contact our customer service.
48. How long do withdrawals take to process?
The withdrawal process is processed within 48/72 hours at most.
The duration of the picking process depends on the method chosen as follows:
       • Visa / Mastercard credit / debit cards up to 8 working days.
       • Neteller 4/5 working days
       • Skrill 4/5 working days
       • Bank transfer from 7/10 working days
49. Why is it that a withdrawal to my card takes days while a deposit is immediate?
We have a number of controls and checks that take place before any withdrawal leaves our website, and this delays withdrawals by approximately 48 hours. These checks are part of our ongoing commitment to maintaining the security of our customers’ funds. Any other delays will be due to the restrictions imposed to us by the payments' providers.
50. What happens if the card I had withdrawn money to has expired or been cancelled?
In this case you should contact our customer service and provide us with the new card details or provide us with the details to make the payment by another method.
51. Can I make a withdrawal from my account and have it sent to someone else?
No, this is not allowed, the withdrawal must be paid to the account holder.
52. What is BGB Casinos withdrawal policy?
Your account must be enabled and have the minimum amount of money required in order to withdraw. Some restrictions (check Terms and Conditions of the promotion choosed) may apply to players participating in any of our website’s promotions.
 
 
TECHNICAL
 
53. What are the system minimum requirements to be able to play on our website?
View the minimum system requirements on the footer below "Minimum System Requirements". 
54. What happens if my connection goes down?
All games are safely stored in the system, so when you reconnect the game will resume at the same point where it was interrupted due to disconnection except for "LIVE" games. 
55. Which software provider do you use?
You will be able to view the list of game providers on the Casino page. 
56. Why is it that I cannot connect to the gaming server?
Check your internet connection, in case your connection works well then we advise you to contact our Customer Service.
57. Why is it that I cannot login to my account?
Check if you are using the correct login details for your account. If you use the wrong password 3 times in a row the system will block access for security reasons, at this point you will have to click on the link “Forgot the Password” and follow the instructions.
58. I do not hear any sound. 
In this case we advise you to check that the sound card is working, check also that the audio and the speakers are on. If the problem persists, please contact us through the Live Chat service on the site.
58.1. The website is running very slow, what can I do to speed it up?
If you have been experiencing a slow connection, please note that having several browsers open, music programs running or downloading files can all slow your computer and/or Internet connection. Your local Internet service provider may also be temporarily suffering from low bandwidth. Sharing your Internet connection within your household and in your local area can also slow your connection speed. Another possible solution may be to restart your computer or mobile device.
59. Mobile Devices. 
BGB Casinos is available in mobile version and in desktop version at the following link www.bgbcasino.com
 
 
BONUS & PROMOTIONS
 
60. Where do I find what promotions are in offer?
You can view all current offers by clicking the “Promotions” button.
61. Can I play all the website games when I take a bonus, or are there any restrictions on which games I can play?
Please check the Terms and Conditions for the bonus and if in doubt, contact our customer service.
62. How do I check that I have met the requirements for a promotion?
You can check your progress by clicking on "My Account" then on Promotions/Bonuses.
63. What reasons would I be declined for a promotion?
Some promotions are only available for certain categories of customers, and customers in some countries have been excluded from receiving promotional offers. For more information we suggest you read our Terms and Conditions and eventually contact our customer support by email support@bgbcasinos.com
 
 
SPORTS
 
64. How can I place a bet?
To place a bet:
1. Choose the desired Sport from the menu
2. Select the type of bet
3. Click on the desired quota to add a selection to the ticket
4. Enter the amount of the bet in the ticket on the right, using the + or - selector for multiples of 1 € or inserting other amounts such as 0.50 €. The system informs you of the eventual Won total of the bet.
5. If the selection is correct, select “Place Bet”.
65. What is the maximum bet allowed?
The maximum bet allowed is € 5000.
66. What is the difference between single and multiple bets?
With the single bet you make a bet on a single event, while with a multiple bet you bet on a larger number of events with the possibility, more difficult, to win higher sums.
The maximum number of selections we allow in a multiple bet is 10.
67. How much is the maximum number of selections that can be included in a multiple bet?
The number is 20.
68. How does the handicap work? 
For a detailed description of handicap betting please visit the Betting Rules section by clicking the link or from the menu within the FAQ section.
69. What happens when a sporting event is postponed?
We recommend checking the terms and conditions of the Sports section (Rules).
70. Why has not my winnings been credited to my gaming account?
We need to verify official sources before declaring a bet won or lost, sometimes this may take some time. Generally, the winnings are credited after a few minutes but it may happen that you have to wait up to an hour. For any information or assistance, you can contact Customer Support.
71. Can I cancel a bet after I place it?
No. This is not possible, when the bet is placed and accepted by our server there is no way to cancel it.
72. Can I view the bets I have made? 
You can view the history of placed bets by accessing "My Account" in the Transactions section and clicking on Coupon Sport.
73. Betting is becoming addictive for me, what can I do?
Betting on BGB Casinos should be an enjoyable pastime for everyone, but if you think that it starting to cause problems, you can contact our Customer Service to require a closure of you gaming account. The closure could be temporary or having unlimited time.
 
 
CASINO
 
74. What happens if game play is interrupted in the middle of a game round?
The state of each game round is automatically stored in the system database. This ensures that the last game state seen by the player always is restored when game play is resumed following an interruption due to system, Internet or serve failure, or due to problems at the client’s side. 
For live games, however, you must contact our customer service.
75. Where can I find the explanation and information about the games?
Each game contains the explanation, just click on "?" or on game settings/rules.
76. What are the average pay-outs for the website?
Our games are offered by certified and guaranteed software providers. The algorithms on which they are based work absolutely randomly. Depending on the type of game there may be a return to the different player, on average the return is around 97%. You can check this information on each individual game or by contacting our customer service.
77. Can I play for “free”?
You can play for free by clicking on 'play for fun' (DEMO / FUN).
78. Can I remove a bet after placing it on the table?
Before the game has started this may be possible but after the start of the game, you cannot change or lower any bets.
 
 
LIVE CASINO
 
79. What happens when I lose connection during a game round?
The status of each game cycle is automatically stored in the system database, but as you may encounter different problems from case to case, it is advisable to contact our customer service.
80. Where can I find the explanation and information about the games?
Each game contains the explanation, just click on "?". 
81. What is the return to the player?
Depending on the type of game you are playing there may be a different return to player. You can check this information on each individual game or by contacting our customer service.
82. Can I play for free? 
No, for live games it is not allowed.
83. Can I remove a bet after it has already been placed on the gaming table? 
Yes, it is possible but only before the bets are closed while it is no longer possible from the moment the game started.
 
 
MOBILE
 
Our site uses Responsive Web Design that is able to adapt graphically automatically to devices such as computers, tablets, smartphones, mobile phones, web TV, however, it differs from the Desktop version in some steps that we describe.
 
84.  How can I place a Sports Bet?
Select from the right-side menu the SPORTBOOK / LIVE section or from the SPORTBOOK / BET NOW page, then you have to choose the sport to bet on, click on the desired bet and then on the "cart" symbol to view the bet. Then as in the desktop version you have to set the value of your bet and then click on "PLACE BET". Then, you can save the coupon of the bet that will open. If you have questions to ask us, click on the symbol of the support chat on each page.
85. How can I place a bet on Casino section?
Select from the right-side menu of your tablet the Casino section or from the CASINO / BET NOW page, then choose your game among all the games offered by our program, rotate the smartphone on the horizontal side and play. If you have questions to ask us, click on the symbol of the support chat on each page.
86. How can I place a bet on Live Casino Section?
Select from the right-side menu of your smartphone the LIVE CASINO section or the LIVECASINO / SCOMMETTI NOW home page, rotate the smartphone on the horizontal side, choose the group you want (Live Roulette, Live Baccarat) or directly the table you want and PLAY NOW. As in the desktop version choose the table with the desired MIN / MAX amount and enter the table. For Live Roulette make your bet and to see the table in streaming click on LIVE NOW as soon as the episodes are closed. For Baccarat and Blackjack click on LIVE NOW and place your bet. If you have questions to ask us, click on the symbol of the support chat on each page.
87. How can I place a bet on Virtual Games section?
Select the VIRTUAL GAMES section from the right-side menu of your smartphone. Then sport (horse racing, dogs, football, etc.) at the top, choose the time of the event you want to bet on, then, if horse racing, choose your horse, click on "BETSLIP" to view your choice, enter the amount of your bet and click on the green PLACE BET and PLAY button to view the race. If you have questions to ask us, click on the symbol of the support chat on each page.