Online Bingo FAQs
Online Bingo FAQ's
Are you in need of some help? Then consult our easy-to-use FAQ guide below and find all the answers to all your JackpotCityBingo.com questions!
Getting Started
I want to play now! Where do I start?
Complete our simple registration form by filling in your details and submitting the form. Please remember to confirm that you've read our rules. You can then fund your account using credit and debit cards or any of your preferred alternatives like Moneybookers, NETeller, PaySafeCard and more. It’s that easy! Just choose a bingo room to play in and get started!
Where do I download the game?
Our games require NO DOWNLOADS and are played directly from your web page. All you need is the latest Macromedia Flash Plug-in, which takes 1 minute to install on a 56K modem! This only has to be done once.
How can I contact you?
Please do not hesitate to email support for any queries or just to say hi! Or, talk to us directly through Live Help.
What is Live Help?
As many of our customers know, our team is always ready and willing assist. Live Help gives you the ability to talk to one of our team members immediately. Now you don’t have to wait for a problem to be fixed, or an answer to your email.
What are Bingo Bonuses (BBz)?
Bingo Bonuses are simply free extra credits we give away to spice up the fun! They also increase your odds of winning... And, we give away as much as we can! You can currently earn BBz by simply opening a new account, making a first deposit and then making a subsequent deposit.
What is the difference between the Bingo Bonus and Casino Bonus balances?
| Can I... | Cash | Bingo Bonus(BBZ) | Casino Bonus |
| Play Bingo Games | |||
| Play Casino Games | |||
| Bingo Withdraw Funds |
How is Bingo Bonus money awarded?
Bingo Bonus money may be given in various forms such as the sign-on bonus, weekly and monthly promotions, chat games and more.
What rules should I be aware of with regards to Bingo Bonus money?
1. A withdraw of all or part of a cash deposit will result in forfeiting their Bingo Bonus Money. This policy does not apply to the withdrawal of Progressive Jackpot winnings, but is limited to a single withdrawal. This policy will never restrict any player from withdrawing legitimate winnings. It is just a way to ensure that no one abuses the system.
2. Bingo Bonus money can only be used to buy tickets once all money in a player's Cash Account has been exhausted.
3. Players can win Cash with Bingo Bonus Money. Bingo Bonus money (BBz) does contribute to the total jackpot per game, and you can buy tickets using Bingo Bonus money (BBz) and win the total jackpot just like any other game.
4. Bingo Bonus Money can never be withdrawn.
5. Winnings derived from any complimentary, promotional Bingo Bonus Money or Free Tickets received by the Player are not eligible for withdrawal.
6. Only customers that have made a deposit are eligible for Daily Promo BBz prizes and Chat Game BBz prizes.
What is a Casino Bonus?
In addition to your Bingo Bonus Account you are given a 'Casino Bonus Account' where you can receive bonus money to play the casino games. When you are playing casino games you will be playing with your Cash Balance and your Casino Bonus Balance. Together these form your Total Balance, which will be the amount of 'Real Credits' shown in the bottom left of the casino game you are playing. You will be able to see a breakdown of your Total Balance into your Cash and Bingo Bonus Balances by viewing your Balance summary in the Banking menu.
What else do I need to know about the Casino Bonus Account?
- You are allowed to play with your Total Balance on all of the casino games.
- The Casino Bonus Account has play-through (wagering) requirements. As you play and meet the play-through requirements, the bonus is released to your Cash Account in 10 casino credit increments
- Any bonus credited to your Casino Bonus Account is subject to play-through requirements of thirty (30).
Can you illustrate by means of an example how it works?
A customer with a Cash Balance of £100 and a Casino Bonus Balance of £20 will have a Total Balance of £120. The play-through requirement for the £20 bonus will be 20x30=£600. For every £300 wagered, £10 will be released from the Casino Bonus Account and added to the Cash Account until all the bonus balance has been played through.
When you visit the Bank menu to withdraw, your Cash and Casino Bonus balances will be clearly shown. You can also keep track of exactly how much more you need to play-through to release any remaining bonus balance. Your withdrawal limit is your Cash Balance. The withdrawal page will clearly indicate that you will lose the balance in your Casino Bonus Account if you continue with the withdrawal.
Winnings and Payments
How do I make a deposit?
As a JackpotCityBingo.com member you will be able to log into the Banking menu by clicking on the Bank button. There will be a choice, choose Deposit from the Main Menu, where there will be several options for depositing money into your account. Choose the one that suits your needs the best and follow the instructions.
What is the minimum amount I can deposit?
The minimum deposit limit is 10 for customers playing in GBP
The minimum deposit limit is 20 for customers playing in GBP, EUR, CHF, USD, CAD, AUD
The minimum deposit limit is 100 for customers playing in SEK
What is the minimum amount I can withdraw?
The minimum withdrawal limit is 20. However, for all new customers we reserve the right to increase this amount to 50 for customers playing in GBP, EUR, CHF, USD, CAD, AUD.
The minimum withdrawal limit is 200 for customers playing in SEK.
When will the credits show in my account?
In most cases, funds will be credited to your account instantly but can take within 5 to 10 minutes. If it takes longer than 30 minutes, please email us by typing “DEPOSIT” in the subject line, and let us know your name, account details, time, time zone, and the amount of your deposit. We will follow up within 24 hours, and try to assist. Our support details: email support@jackpotcitybingo.com or click on Live Help for live assistance
My attempted deposits keep rejecting. Help!
If you encounter problems when trying to make a deposit, please contact us to assist in any way possible.
You are also welcome to try our various web wallet options such as NETeller or Moneybookers. The way these programs work is when you make a transaction it instantaneously goes through the wallet and can be used at thousands of online merchants. The payment options made by these programs are safe and secure and are designed to protect your personal information.
Is it safe to use a credit card online?
Your security as a customer is of the utmost importance to us. Online security measures such as passwords and account numbers are used when all transactions take place to ensure that no one can gain access to your financial or personal details. When you open an account your details are fully encrypted by the strictest 128-bit SSL encryption for total security.
All commercial transactions at JackpotCityBingo.com are facilitated by Datacash Ltd, the internet’s premier e-cash merchant. They provide our customers with safe and secure e-cash and play an active role in fraud prevention and detection. Their aim is to ensure the integrity of client’s accounts and safeguard payments made to you. Risk Sentinel, advanced fraud-management software that protects JackpotCityBingo.com customers from online fraud, has been implemented to provide you with ongoing protection.
How will my withdrawal be paid to me?
Your withdrawals will as far as possible first be paid back to the same deposit option(s) and account(s) used to deposit. Thereafter, you will be paid to your preferred method of payment, which you are prompted to select when making a withdrawal.
Can I make a withdrawal without making a deposit?
No
How long will I have to wait for my withdrawal?
This depends on which withdrawal option you select. General timelines are:
- Web wallet e.g. NETeller/Moneybookers: 24 – 48 hours
- VISA OCT: 7 – 10 business days
- Direct Bank Transfer/Swift: 3 - 5 business days (Direct Bank Transfer fee of 5 tokens only get deducted if the cashin amount is between 20 and 500, and anything over and above 500 are free of charge)
- Courier cheque: 5 – 7 business days (GBP currency: all courier cheques from 20 to 999.99 costs 35 tokens and anything over and above 1000 are free of charge. SEK currency: 330 tokens will be deducted from courier checks issued below 1000)
- ACH: up to 15 business days
- Regular mail cheque: 14 – 21 business days
I requested a withdrawal and now have been asked to send you documentation before my withdrawal can be paid. Why is this?
In the case of first time withdrawals, large withdrawals and changes made to payment options or personal details, we may take additional security measures to ensure that you are the rightful recipient of your funds by requesting certain documentation from you. These measures are in place to protect your money and privacy and may result in slight delays. We apologise for any inconvenience this may cause.
What documentation do you require?
It is JackpotCityBingo.com's policy to ensure the security of our customers at all times. Therefore in order to process your withdrawal it will be necessary for you to supply copies of the following documentation:
- A valid copy of your Passport or Driving licence
- A recent copy of a bill that you receive in the post (no older than 3 months) reflecting your name, address and date
This is in order that we may verify all the details provided correspond to the details held on your account. The documentation may be sent via email, fax or post. However we recommend that it is sent via email so we can process your request immediately.
Which email address can I send the documentation to?
We recommend scanning the above documents, and saving in jpg or tiff format. Should you have a digital camera, you may also photograph the documents. Could you please then email them to us at the following address: support@jackpotcitybingo.com.
Please ensure that the attachment is no larger than 3 megabytes. Also, if you have more than one attachment, we advise sending them in separate emails.
Should you require any further information, please do not hesitate in contacting us at support@jackpotcitybingo.com.
I prefer to fax the documentation, where can I send the documentation to?
Should you not have access to either of these, you may fax the documents to our toll free fax number: 0808 238 0058. Should you require any further information, please do not hesitate in contacting us at support@jackpotcitybingo.com.
Should you require any further information; please do not hesitate in contacting us.
Can I have my withdrawal processed back to my credit/debit card?
Should you have made a previous VISA card deposit, your withdrawal request will automatically be refunded to the card details on record, providing VISA Original Credit Transfer Programme (OCT) qualifying criteria are met. Should you have made deposits using a VISA card that is not part of the OCT Programme and or a MasterCard, then withdrawals will only be sent by cheque.
Can I reverse my withdrawal?
You can reverse a withdrawal (or portion thereof) back to your gaming account within 24 hours after you’ve requested your original withdrawal. Simply select the Reverse Withdrawal option in the Banking Menu. Your withdrawal will only be sent to our processing department after the reverse withdrawal period has elapsed.
I have a query about my account, what do I do?
Email Support and let the support staff know your name, account details, time, time zone, and describe the problem in as much detail as possible. We will follow up within 24 hours to assist.
Are my winnings taxable?
We are under no obligation to report winnings to any authority. It is however your sole responsibility to understand and abide by any federal, state, local or foreign tax laws that may apply to your receipt of prize winnings.
How are the prizes calculated?
The cash prize for each game is calculated as a percentage of the total pound value of the tickets sold for the current game. All other prizes, such as the Progressive Jackpot, are calculated as a percentage of the total pound value of total ticket sales.
Is there always a winner?
Yes. Every game always has a winner.
How do I get paid when I win?
Open the Cashier by clicking on the “Banking‟ button and select the “Withdrawal option”. The Withdrawal form will allow you to specify the withdrawal amount and payment method. You can expect a response from our accounts department within 24 hours.
How much can I win?
Jackpots vary depending on the time of day and the type of game being played.
How do I check my account balance?
Go to the homepage and log into the game. Your balance is displayed on this screen.
What happens if there is more than one winner?
In the event of more than one player having a winning ticket, the pool will be shared equally among all the lucky winners. Note that only one ticket per player is accepted as the winning ticket.
Playing Games
What is 90 Ball Bingo and how do I play it?
Depending where you are playing from, most bingo halls play 90 Ball Bingo as a standard bingo game. Players buy bingo cards (tickets) to join in the game and play against our other customers who have bought tickets for the same game. The total number of tickets sold for a game is pulled into a prize pool. The more tickets sold, the bigger the jackpot. Each ticket contains 15 numbers, which range from 1 to 90 so when the game begins, the numbers are called at random between 1 and 90.
How do I buy tickets?
In order to play you need to buy tickets either from the main game interface or from the "Advanced Buy" Menu at the top of the game interface. The "Advanced Buy" menu provides the following options:
- Buy Games: Buy Tickets in advance for future Games
- Purchase History: View a history of the games you played and see what you’ve won
- Accounts Summary: View a history of all your BBz credits
What are "Tickets"?
Each 90 Ball Bingo ticket is made up of 3 rows and 9 columns. Each row has 5 numbered squares; while there will always be 4 free squares per row. Sets of 6 tickets are called strips, and in a strip, every possible number from 1 to 90 is distributed ONCE (and only once) across these 6 tickets. Therefore, for every ball called, one number can be marked on any of the 6 tickets.
Can I buy tickets in advance?
You may buy as many tickets as you wish, up to 24 hours in advance. To buy games in advance, log in and select "Buy Tickets". You can select the number of tickets and the games you wish to play from the schedule provided.
How many tickets can I buy?
The tickets are set per game. You can buy between 1 and the maximum number of tickets allowed per game for that game. The more tickets you buy the higher your chances of winning. Although there are only 6 tickets visible at a time on your screen, you can scroll across to view the rest, and the game software automatically keeps track of all your tickets, and informs you if you win. Also, your best ticket is always indicated in the Best Ticket window.
How much do tickets cost?
Prices vary between 5p and 50p depending on the type of game and the time of day.
Can I keep the same tickets for the next game?
This is not possible due to the fact that new and unique tickets are generated by the system to ensure that everyone has a fair and equal chance of winning.
How do I keep track of how well my tickets are doing?
All of your tickets are displayed in the game with your best tickets being shown prominently at the top of the game.
How do I call BINGO?
The game will call BINGO for you automatically, when it detects that you successfully formed the winning pattern.
How long does a game last?
There is a Bingo game every 5-6 minutes depending on the game type (75 Ball Bingo or 90 Ball Bingo). The average game normally lasts between 2 - 4 minutes.
What happens if my connection to a Bingo game is lost for whatever reason?
Should you experience loss of connection through internet connection problems, or quitting by clicking on the X button, you can still go back into Bingo and resume your participation. If you join before the game has begun, you will still see the same tickets/strips and, if time permits, you will have the option to purchase. If the game is already in progress and you have not purchased tickets for that game, you will see this being played out, and will also have the option to move to the next game and purchase tickets if you wish. If you are disconnected while a game is in progress, you will be able to view the results of the game after completion of the game.
How many people will I be playing with?
That will depend on how many players are currently in the game. Check under Current Game on the game interface to see how many players are in the room with you.
Where can I chat?
Open one of our games (it will pop up in a new window) and type your message into the chat window to join the fun! Here you will make many new friends from all around the world. Our friendly Chat Hosts are standing by to help you out whenever you need them!
How long can I play without being disconnected?
Depending on your Internet connection, you can stay in the game for as long as you like, however, you will be automatically logged out of the room if you remain inactive for 1 hour. Remember that you don't even have to be at your computer if you have bought tickets in advance.
When I log in, can I remain anonymous?
Your Chat Name is the only identification that the other players will see. We encourage players to be creative in choosing a unique Chat Name. Be aware that a Chat Name can only be selected once. It is not possible to change your Chat Name after you have selected it.
I forgot my Password and/or Chat Name. How can I find out what it is?
When logging in, click on the “forgot password” link for our Password Location page to provide us with your email address, player alias or Player ID. We will automatically email your account ID and password, to the email addresses you provided when you registered.
How old do I have to be to play?
Players must be at least 18 years old in order to be eligible to play.
What happens if I get a BINGO, but I'm not credited with the points?
If this happens, please send an email to support, containing the following information: Chat Name, Date of Win, Time of Win, and the Game ID number.
Why does the game sometimes have the same winners?
The game has been programmed so that winners are picked randomly. In other words we have no control of who wins or how many times they win. We all love to win, and just like in real life, players often go on lucky streaks. The odds of you winning are equal to the rest of the players, so all you must do is wait for it to happen to you!
Can I transfer my cash or BBz to another player?
No, you cannot transfer your cash or BBz to another player.
What is Autodaub?
We know how much you guys love to chat. That's why we made our bingo games run in "Autodaub" mode. This means that you never need to mark off the numbers that have been called, and you will never miss a Bingo again!
Can I buy tickets in advance, even if I will be offline at the time that game is played?
Tickets can be purchased in advance using the Scheduled Buying option. This means that you can schedule specific games in advance, even if you can't be online at that time. (This is great for those special games that you do not want to miss!)
What does it mean to be part of a bingo network?
JackpotCityBingo.com is powered by Microgaming software who hosts a network of rooms. The network is linked to a number of Bingo sites other than JackpotCityBingo.com to ensure higher prizes/jackpots. All bingo players, regardless of which site they are playing on, pay exactly the same price for each ticket and each ticket is guaranteed to have the same chance of winning.
Which rooms are linked to a network?
The following JackpotCityBingo.com rooms are linked to the Microgaming network:
- Friendship Room (90 Ball Bingo with English Chat)
- Speed Room (90 Ball Bingo with English Chat)
- Harmony Room (90 Ball Bingo with English Chat)
Does JackpotCityBingo.com host Private Bingo?
Yes. You are only chatting with JackpotCityBingo.com customers and not with anyone else on the network when you play in:
- Friendship Room (90 Ball Bingo with English Chat)
- Bob’s Room (90 Ball Bingo with English Chat)
Chat and Promo Games
Why do there have to be three players actively chatting to play chat games? Most of our games are designed for three or more players. The majority of our games are fairly competitive, and we do not believe that it would be much fun, or fair, playing against just one other player.
Why do you have to purchase a minimum number of tickets to qualify for chat bonuses?
If we did not have this rule, a player would be able to sign up, and without buying a single ticket, earn bonus bucks which they can then use to buy tickets, and win jackpots, sometimes at the expense of our loyal customers. Bonuses are an added extra, a reward for customers who have actually deposited their own money.
How much are bonuses?
The bonuses vary. Ordinary chat games, like Trivia could be worth 1 BBz each, while promotion games are worth up to a total of 5 BBz per game. Then there are other games like Roomie of the week played on Sundays where you can win 20bbz. The friendly CM in the room will be able to provide you with the specifics on the day so please don’t hesitate to ask.
How long does it take for the BBz to be credited to your account?
Daily promo games are credited immediately after your win. Chat game bonuses are credited latest at the end of each CHs shift. In other words in the worst case scenario, at least every 4 hours.
Why can't I see my accounts history?
If you click on “Advanced Buy”, and the select “Purchase History”, you can see your entire ticket buying (and winning) history. Under Account History you can see all the BBz that have been credited to your account. You may, however, request a transaction report from us by emailing our support team.
Technical Questions
I'm having technical trouble. Who can I contact?
If you are having technical difficulties, please email us. The subject line should identify the nature of your issue. Describe your problem in as much detail as you can, the time it occurred, the game you were playing, a screenshot etc. Remember to include your name, chat name and email address. We will get back to you as soon as we can.
If my connection fails, do I lose my tickets?
Our software tracks every ticket purchased for every game played. So even if you're disconnected, your tickets will still be played and your winnings will still be credited to your account.
What are the minimum computer requirements to play?
If your computer is less than 5 years old then chances are that you won’t experience technical issues. You need Macromedia Flash Player and Internet Explorer version 4.0 or above.
How do I install Macromedia Flash Player?
If you don't have flash installed you will be prompted to install when you try and log in to bingo. If this doesn't happen, please visit www.macromedia.com/go/getflashplayer/ to get the flash player.
