Frequently Asked Questions
Bonuses and wagering requirements
When playing with bonus money you always have wagering requirements tied to the initial bonus amount. After meeting the wagering requirements, any potential winnings will be converted to real cash. When you reload your account using a match bonus, if you lose your deposit, your bonus and wagering will kick in. Any money left after you complete the wagering requirements will be converted into real cash. You can check wagering requirements or cancel your bonus from the bonus overview page. Please refer to our Terms and Conditions for bonus terms, as there are certain rules that you need to take into account when playing with bonus money. You can find qualifying games for bonus play-through here. Check out current and upcoming promotions from our Promotions page.
Where is the money I deposited?
With our deposit options you may transfer funds to your gaming account almost immediately. If you made a deposit and the funds are not showing, please contact our support team right away and be ready to provide a proof of purchase with payment reference. Our finance department will investigate and credit the funds manually if necessary. You can find your transactions under Transaction History.
How long does it take to withdraw money?
We aim to process your withdrawal within 24 hours. Please check your inbox and your spam folder for KYC requests you may have from our security team, as we may need to complete or update your account validation to process your withdrawal. As per our TCs you may withdraw a maximum amount of €10,000 in any period of 7 consecutive days up to a maximum amount of €30,000 in any period of 30 consecutive days, however we handle each case individually and we will always do our best to pay as fast we can.
How can I reverse a withdrawal or change withdrawal method?
Click on the sidebar Cash Out for an overview of your pending withdrawals. If you don't see the cash out you made, then it may already have been processed and it will instead show under Transaction History.
What is KYC?
KYC is a security process that all licensed online casinos need to follow and the purpose of it is to protect both players and operators when transferring money online. It is about providing the necessary documents to verify your account information and payment options. Any information provided will be treated in the strictest confidence in accordance with our Privacy Policy. Please contact our account verifications team for more information at accounts@bwloto.com.
Setting up limits for responsible gaming on your account
You can set limits for the time and money you spend from our responsible gaming section.
