Frequently asked questions

Frequently Asked Questions



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Why haven't I received my Iceland Gift Voucher?
  • A £10 Iceland Gift Voucher is offered to players who have registered, made their first deposit of £10 or more and wagered £10 on any games onsite since 1st March 2017. The offer expires on 31st April 2017.
    Not received yours? See below reasons:
    1. Have you deposited and spent your first £10? Players must deposit and wager a minimum of £10 during the qualifying period (01/03/17 - 31/04/17) to be eligible.
    2. Are you subscribed to email? Players must be subscribed to email to be eligible for their voucher. This is so we can get in touch if we have any issues. Not subscribed? Click here to edit your details.
    3. Is your address entered fully and correctly onsite? Iceland Bingo cannot be held responsible for vouchers not reaching players due to details incorrectly onsite. If you'd like to check, Click here.
    4. Your details are correct and you've met the deposit and wagering requirement? Please allow up to 21 working days to receive your voucher by post. If 21 days has passed, please contact our support team.
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Why am I not receiving emails?
  • There can be a number of reasons why you're not receiving emails from us. If you've checked that the email address on your account is valid and you've opted to receive emails from us, please see the reasons below:
    1. Is your mailbox full? If this is the case, our emails will not be able to reach you.
    2. Have you previously marked our emails as SPAM? If you've marked a previous Iceland Bingo email as SPAM, subsequent emails from us will be banned. If you wish to receive promotional emails from us, you'll need to unmark us.
    3. Have you added Iceland Bingo to your safe senders list? This will help the server distinguish our emails as safe to send to you and they will allow them into your mailbox.
    4. Have you requested your email address to be suppressed on another site on the Dragonfish network? If you have, your email address will be suppressed and we will be unable to contact you. Please contact a member of customer services by clicking here, who will be able to help remove you from this list.
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Wheel Spin FAQs:
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    I got a message saying I had a wheel spin - how do I play it?
    • When you log in to your account you should get a pop up letting you know you have a wheel spin. If you can't find this follow the below instructions:

      Desktop / Laptop - click on the envelope icon in the top right of your screen to load your pop up messages. You should find the pop up here and be able to click through to the wheel.

      Mobile / Tablet - EITHER log out of your account and back in again for the pop up to re-appear. OR at the bottom of the screen there is a ‘WHEEL' icon. Click on this and you'll be taken to the wheel.

    • If you've tried all of this and it's still not working - we're really sorry! Click here to contact us. We'll do our best to respond within 72 hours.
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    The wheel isn't showing up, how do I find it?
    • Try logging out of your account & back in again. If this doesn't work you can also try clearing your cache. If the wheel still isn't showing then please try on another device (e.g. if you're using your phone, try using a laptop) or another browser (e.g. if you're using Google Chrome, try Firefox or Internet Explorer).
    • If you've tried all of this and it's still not working - we're really sorry! Click here to contact us. We'll do our best to respond within 72 hours.
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    I used a code to get a wheel spin but nothing has happened since I deposited - what do I do?
    • Please allow up to 15 minutes after using your code for your wheel spin to be credited to your account. You can follow the instructions above to find the wheel once it has been credited.
    • If you've tried all of this and it's still not working - we're really sorry! Click here to contact us. We'll do our best to respond within 72 hours.
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    What can I win from my wheel spin?
    • You're GUARANTEED a prize when you spin the prize wheel, so it will always be a lucky spin!
    • We've got lots of prizes available AND different pay-tables for the wheel. You'll be notified when you play your spin which pay-table you're playing on.
    • On our Spins wheel you could win up to 100 spins! The minimum amount you could win is 1 spin. All prizes are spins.
    • On our bonus wheel you could win up to £500 bonus cash! The minimum you could win is 1,000 loyalty points. Prizes are loyalty points, Bingo bonus and Games bonus.
    • If you've tried all of this and it's still not working - we're really sorry! Click here to contact us. We'll do our best to respond within 72 hours.
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    I've won free spins how do I get them?
    • Woohoo! Congrats on your free spins. You'll need to allow up to 20 minutes for your free spins to be credit. Your free spins can be found in the same place you find any other free spins you have and you'll also get a pop up when you log in.
    • If it's been 20 minutes and you can't see your spins, please try logging out of your account and back in again.
    • Hurry though - your free spins are valid for 7 days after they've been credited.
    • If you've tried all of this and it's still not working - we're really sorry! Click here to contact us. We'll do our best to respond within 72 hours.
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    What games will my free spins be on?
    • Free spins are allocated randomly to one of the games on site. Just some of the games you could win your spins on are: 99 Time, Asteroids, Black Widow, Enchanted Prince, Fish & Chips, Irish Luck, Happy Birthday, all the Fluffy Favourite games, Jurassic Juniors, Lion Dance, Unicorn Bliss AND MORE…
    • If you've tried all of this and it's still not working - we're really sorry! Click here to contact us. We'll do our best to respond within 72 hours.
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    What are the wagering requirements for my prize from the wheel?
    • Bonus cash winnings are subject to different requirements, depending on the bonus type. Games bonus is subject to 99 x wagering requirement and bingo bonus to 4 x wagering requirement. Loyalty points need to be converted to bingo bonus before they can be used. 1000 Loyalty Points can be redeemed for £1 bingo bonus, which is then subject to 4 x wagering requirement.
    • Winnings from free spins, won on the spins wheel will be added to your games bonus bankroll and subject to 99 x wagering requirement.
    • If you've tried all of this and it's still not working - we're really sorry! Click here to contact us. We'll do our best to respond within 72 hours.
    Please note that chat hosts are not able to credit players with a spin on the wheel.
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What are Wagering Requirements and what are my benefits?
  • Each bonus received will come with a pre-defined wagering requirement. This means that if you played a game with your bonus funds and won, your winnings would then go to your Bonus Balance until you have played through the required wagering requirement.
  • With our new system in place you will now receive bigger, better and more exciting Bonuses while keeping your bingo environment friendly and fun!
  • In addition we've made it super easy for you to keep track of all of your bonuses. For each Bonus received you will be able to see its wagering requirements and track your progress towards fulfilling it.
  • You're not missing out or losing out on anything because these wins came from a FREE Bonus!
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What happens if I have purchased my cards and I get disconnected from the game?
  • As soon as your cards are purchased, you are in the game regardless of your connection status.
  • The game outcome is generated at our servers, and if one of the cards you have purchased is a winner, then you will win. If you get disconnected for any reason, and you have purchased cards, then check your transactions in the members area to see if you won.
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Why can I not connect to the chat server?
  • Our chat servers may be down from time to time, but this is not frequent. Often, if your computer sits behind a firewall, the firewall will not allow our chatservers to send messages to your computer.
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Can I keep my card numbers from game to game?
  • Unfortunately not. In keeping things fair, all cards are randomly generated at the time you request them.
  • If you do not like the numbers of your issued cards, you can simply click the GET NEW CARDS button to get issued with a new batch.
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How do I cash out and get paid?
  • Payouts can be requested from the cashier. Withdrawals are processed based on the method that you have used to make your deposit. Please find the maximum withdrawal timeframes below:

    Payment method Withdrawal process time Withdrawal completion time Total Payment posted from:
    Credit/Debit Cards 48 hours 5 days 4-7 days Cassava Ltd/ Virtual MaSerIRL (as applicable)
    MasterCard (UK only) 48 hours 2-3 days 3-5 days Cassava Ltd
    Cheque 48-72 hours UK Only - up to 6 days ROW - 10-15 days Europe 7 - 10 days UK - 5-8 days ROW - up to 21 days Europe up to 15 days Chexx Inc issued by Northern Bank
    Neteller 48 hours 2-3 days 4-5 days Cassava Ltd
    Wire Transfer 48 hours 4-7 days 7-10 days Cassava Ltd
    Paypal 48 hours 2-3 days 4-5 days Cassava Ltd

    Please find our withdrawal policy here .

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How will my transactions appear on my bank or credit card?
  • Your deposits and withdrawals will be listed on your bank statement under the title Cassava Enterprises or Virtual MaSerIRL.
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Are my payment card details secure?
  • We use the SSL Protocol with 128 bit encryption to provide security and privacy between your computer and our servers.
  • This means that before any sensitive data is sent between you and our servers, the data is encrypted before it is transmitted.
  • This makes it impossible for people to crack this code and gain access to your confidential details.
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How do I know the bingo games are fair?
  • To assure the integrity of our games, a Random Number Generator (RNG) is always used to ensure random results. Whether it's the bingo ball selection, a roll of a dice, a hand of cards, or a spin of the wheel, in each event a Random Number Generator (RNG) is utilized to ensure that the outcome is random. The system has been rigorously tested by running millions of rounds and examining their results. The system is also systematically tested by Iceland Bingo.
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I received a Free Spins voucher, how do I claim it?
  • Once you login to the site and enter the gaming lobby, click on the gift icon located at the top section next to the site logo. If you received a voucher and cannot find any gift icon please contact us
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How do I get support?
  • Feel free to contact us with any questions or support issues.
  • We will endeavour to answer all queries within 72 hours.
  • We recommend that customers print out all transaction data, rules of the game, terms and conditions and payment methods and keep them in an easily accessible place.