Mobile Navigation
Login Signup
Bingo Games Promotions Community

FAQs

Have you got a burning question or want to know more about Aztec Bingo? We've got it covered in our FAQs section. If you think of a question we've not thought of – email support@aztecbingo.com

Source of Funds & Wealth Requests

Why do operators ask for further information?

All operators are required to take steps to help ensure that gambling is fair and open, not linked to crime, and does not lead to harm.

Part of this includes collecting customer information for age, identity and funds verification.

This means that betting and gaming firms, just like banks, may at times need to ask you to confirm your identity or show that you have sufficient funds to support your gambling activity. Information may sometimes be required before we can accept bets or pay your winnings.

Do all retail and online operators ask for this type of information?

Yes. This is a clear requirement from our regulators, and both retail and online operators will ask for this type of information at certain times.

We understand that our customers may find these requests unusual and intrusive, however this is not our intention and we apologise for any inconvenience that they might cause.

How will my information be used?

The information provided to us will be treated in the strictest confidence in line with our privacy policy and will not be used for any other purpose than fulfilling our regulatory and legal obligations.

What do I need to provide if I’m asked to verify my identity?

We’ll let you know what you need to provide. This will normally be a copy of photographic ID such as a passport or driving license and/or confirmation of your home address (for example, a utility bill).

What do I need to provide if I’m asked to verify the funds I use to bet with?

If you’re asked for information about the funds you use to bet with, it’s important to make sure that you provide information that shows you have sufficient funds to support your gambling activity and confirms the source of those funds. This could be, for example, showing the funds are from your work or a payment made to you.

How do I send my documentation?

You will need to send all your documentation on your funds to our support@aztecbingo.com email address. They will then confirm that they’ve received your documentation and verify your funds.

What will happen if I do not provide the requested information?

Operators will normally ask for information to be given by a certain time, and we’ll let you know when this is needed by. This could be before paying winnings, before your next bet, or by a certain date.

Unfortunately, further business may not be accepted if the requested information is not provided. We value our customers and would gladly reconsider this position if the information is provided at any point in the future.

How can I find our more?

You can find out more about this process by emailing our support email address at support@aztecbingo.com.

Cashier & Financial

How do I make a deposit?

In the bingo lobby there is a deposit button on the top left hand side which will take you through an easy step by step process. Alternatively, click on the 'menu' icon where you will find a deposit button, which again will take you through an easy process.

How do I make a withdrawal?

Click on the 'menu' icon on the bingo lobby and scroll down the menu until you see 'withdraw'. This will launch a pop up menu which will take you through the process.

How long does it take to process my withdrawals?

This is dependent on your deposit method, but it usually takes 7 - 14 working days upon approval.

Why do I need to send ID & what information is required from me?

This is our standard security procedure to ensure that your winnings are paid into your account and not someone else’s. You only need to do this once, unless you make changes to your address or add a new card. You’ll need to send photo ID to prove the card is in your name, prove your address and your date of birth such as Driving License/Passport. You will be required to upload your ID to Secure Upload Service.

I've got a bonus code, where do I enter it?

Once you launch the bingo lobby, simply click on the drop down menu and select 'enter bonus code'. Enter your code in the pop up box and press submit.

What form of payments do you accept?

We accept Mastercard, Visa, Maestro, Switch and Delta.

What is the minimum amount I can deposit?

You can deposit as little as £5.

What is the minimum amount I can withdraw?

You can withdraw a minimum of £10.

Promotions, Wagering, Winnings and Terms

What's a wagering requirement?

Most of our promotions carry wagering requirements. If you choose to accept a bonus, you are also choosing to accept the wagering requirements. If a bonus carries wagering requirements they will be clearly stated in our terms and conditions.

Once you have accepted the bonus, any winnings will be held in your pending funds as bonus funds until the wagering terms are met. Once the wagering requirements are met, the remaining winnings will transferred in to your cash balance.

For example if you win £300 from a £10 bonus with a 5x wagering requirement, you must stake £50 out of this, before you can withdraw your winnings.

How can I see what I've got left to wager?

On the bingo lobby click on the Menu and select "My Account". This should launch a pop up box where you need you select the tab called "My Bonus Funds".

This screen allows you to search for all your bonuses and any promotions you have taken part in. Ensure that "Bonus Status" and "Bonus Balance" are set to the required dates. When you click "Submit", all the promotions and bonus funds you've received will be displayed.

From the list simply click on the "I" button next to each bonus in the "Awarded Bonus" column to see additional information about the bonus.

How long do I have to wager the bonus?

This is dependent on each promotion. Make sure you check the terms and conditions as any time restrictions will be stated on there.

How do I find out what promotions are taking place?

We love to reward our bingo players, so make sure you make the most of what we have to offer. Our promotions will be displayed on our promotional page, our blog and exclusive offers will be emailed directly to players.

What's the difference between bingo bonus and games bonus?

Bingo bonuses can be used to purchase bingo tickets only. Games bonuses can be used to play on any slots or scratch cards. Please check the terms and conditions for each promotion for a list of what you can use the bonus funds on.

Game Issues

How can I check my game history?

In the bingo lobby click on the 'menu' icon and scroll down until you see the 'Bet History'. This will produce a pop up menu where you can select the game you want to see the history for, as well as the time, date and outcome.

I got disconnected – am I still in the game?

If you have purchased cards and become disconnected the card manager will automatically play your cards through any disconnection, your end or ours. Your balance will automatically be updated.

How can I trust game to be fair?

We use a random number generator (RNG) to ensure that all our games are always fair.

Can I play other games at Aztec Bingo?

We offer a range of games including slots, scratch cards and casino style games. These can be accessed both via the bingo lobby and by clicking on our games tab on the top menu.

I'm having technical trouble what should I do?

If you are in the bingo lobby our friendly chat hosts should be able to assist you. Or please email support@aztecbingo.com who will be able to advise you.

Why is chat linked?

We want to encourage all our players to interact and communicate with each other. At Aztec Bingo we are one big community and want everyone to feel safe and welcome. We think it's a great way to form new friendships.

Are there any rules in the Chat Room?

We want our chat rooms to be as welcoming and as friendly as possible so that everyone enjoys playing at Aztec Bingo! We ask our players to,

  • Show respect for our chat hosts and other players
  • Be friendly and courteous to new and other players
  • Do not use any form of discrimination
  • Do not try to harass, insult or intimidate other players
  • Do not Spam (flood the chat room with many copies of the same message)
  • Do not use indecent language

What do I get for referring a friend?

Why not get your friends on board and earn yourself a free bingo bonus. For every friend you refer you will receive a free £10 bingo bonus. Simply email support@aztecbingo.com with your friends and your username. Please note your friend must have made at least one deposit before you get credited.

ID Verification

Why do I need to verify my identity?

In order to ensure your account remains safe and secure, from time to time we will need to verify your identity in line with applicable laws and our compliance policies and procedures.

Can I play before submitting my documents?

You can continue making deposits and playing our games for a short period of time, however until you have submitted the following documents you'll be unable to withdraw any funds. Please see the below regarding the deadlines for certain actions that may be taken.

I have received an email asking me to send copies of my identity documents. What should I do next?

If you have received an email from us requesting certain documentation, this means we need to verify the details of your account as per our standard compliance policies. Please use the link provided to securely upload your documents. If we make an ID verification request, until such time as the verification has been adequately concluded any withdrawal request you make will be held and considered pending.

Once approved, the withdrawal will then be actioned for payment. In addition to any requested withdrawal being held, if the relevant documents are not sent to us within 72 hours from the request email being sent or the documents being certified, your account will be suspended and you will not be able to place any gambling transactions, until such time as the required information has been sent and verified. The ID verification required by us is as follows:

  1. photographic ID (a copy of your passport or driver's licence showing your name and date of birth);
  2. proof of address (for example, a copy of a bank statement or utility bill that shows the name and address registered on your account and is dated during the previous three months),
  3. a copy of the front of the credit or debit card you have registered and used on your account (you need only show the name, last four digits and expiry date; all other details may be obscured).

Please upload and send these documents to us using our Secure Upload Service within 72hrs. Please make sure that all documents are clear and are not cropped.

Why can't I reply to the email instead of uploading copies of my identity documents?

In line with data protection and to ensure your information remains secure, you are required to send your documentation via Secure Form. Your documents are secured end-to end whilst being sent and stored.

Why am I unable to upload certain files to Secure Forms?

Executable files with extension .exe are denied from being uploaded onto our Secure form for security reasons.

Files that are infected with malware will be denied by the anti-malware filters on our system.

There is a limit to the number of files that can be uploaded – a maximum of 5 files with a total size of 10 MB per transfer.

What happens if I miss the 72 hour cut off?

If the relevant documents are not sent to us within 72 hours from the request email being sent or the documents being certified, your account will be suspended and you will not be able to place any gambling transactions, until such time as the required information has been sent and verified.

Your account can be re-opened at any time after this period if they are approved so this measure is only temporary whilst we verify the documents.

Who can I contact if I have more questions?

If you have any questions or concerns about this, please do not hesitate to contact our support team at any time

Other

I've forgotten my log in details – what should I do?

Please email support@aztecbingo.com. Please beware you will be asked some security questions to ensure that you are the valid account holder.

Is there a phone number I can call?

We don't offer telephone support but you can email in to support@aztecbingo.com

Still need help?

If you need help regarding promotions and on site questions, please email support@aztecbingo.com

If you need help regarding gaming transactions, issues accessing the site or issues logging in please contact support@aztecbingo.com

So we can help you as quickly as possible, please provide us with your username and the description of the issue, using your registered email address. The more detailed you are, the easier it will be for us to help! Please note that it may take up to 24 hours for a reply.