Frequently Asked Questions
Bovegas have collected answers on the most frequent questions you might
have for your convenience.
Should you have more questions, please do not hesitate to contact us any time! We are working 24/7 for you.
Who can play at BoVegas Casino?
BoVegas Casino accepts players from all over the world as long as they are of legal age, 18+ years old. Players may not participate if their jurisdiction is: Israel, Russian Federation, Poland, India, Ukraine, Hungary, Belarus, Malaysia and Costa Rica.
I can't remember my username. How can I retrieve it?
If you have forgotten your username there are a couple of options to get it retrieved: You can either contact Customer Support via Live Chat and allow them to verify your account over the phone; or send an email request at [email protected] with your full name, physical address and date of birth and you will be advised on the username over the email.
I can't remember my password. How can I reset it?
You can get your password reset taking advantage of "Forgot Password" button that is available from all gaming options of the casino. You will get an email with Security Code which you will be asked to type in together with the new password. You may also contact Customer Support representatives either via Live chat or over the phone in case you need any kind of assistance.
Can I have more than one account?
BoVegas Casino allows only one active account per person/household in the casino. Creation of more than one account account can result in winnings being voided and all the accounts being terminated.
Can my husband / wife / partner / family member also have an account in Bovegas Casino?
You are allowed to have only one account per household, per address, per computer and per IP address. If more than one person in your household has an account you risk any winnings being voided and being banned from the casino, unless the matter has been discussed prior to creating accounts with Customer Support.
How do I get my bonus?
Bonuses may only be redeemed on deposits that have not yet been played. You can redeem your bonus in the "Cashier" section by typing in the bonus code. It is advisable to redeem the coupon before making your deposit to enjoy the desired benefits. In case you need any kind of assistance please contact Customer Support.
I never received my bonus. Why? What can I do?
There are many reasons for a bonus to fail to be redeemed. If your bonus was not redeemed and no percentage has been applied to your deposit amount, please come to Live Chat before you start wagering your deposit and one of our friendly Customer Support representatives will assist you.
When are bonuses valid?
Regular monthly bonuses are valid through the entire month they are issued for. Special promotions might be valid on particular days as specified in the details of the coupon. For more details on particular bonuses please make sure to check with Customer Support Desk via Live chat.
What is Playthrough/Wagering?
Playthrough - is the amount of money that needs to be wagered to make your playable balance withdrawable. Every bet placed gets the total playthrough requirement decreased by the bet amount. When it stands at 0, it means the playthrough is completed and your upcoming earnings are your actual winnings.
What is Max Cash Out?
Some bonuses come with maximum cash out limit. This means that once you win you can withdraw up to the maximum cash out value determined by the bonus conditions. Thus, once the playthrough requirement of the bonus is met, in case you have the balance over the allowed max cashout limit it will be either deducted as soon as wagering is completed or while withdrawal being approved by the Finance department. It's will done by means of getting the funds above the reached max cashout voided upon processing your request for the cashout.
Can I play with multiple bonuses?
Please note that you can play with only one bonus at a time.
How to remove the bonus from the account?
You can deny the bonus from your side in the Cashier or with the help of Customer support team.
How to do that on your side: enter the Cashier and access the Coupon tab. There you would need to click on Cancel Coupon in Active Coupon Details.
What are comp points?
Comp points are being automatically accrued while playing games at the casino. Every time you wager $10, you earn 1 comp point. $100 comp points can be exchanged into $1 to your playable balance with No Strings attached. Please note that comp points are not being generated while playing with No Deposit bonus. For more details please contact Customer Support Department.
How do I make a deposit?
Deposits can be placed through the Cashier via Credit and Debit cards. There are also alternative payment options available depending on the player’s location. All the available methods are reflected in the Cashier.
Is it safe for me to deposit with Credit / Debit Card?
All the purchases are totally secure and safe! All your transactions are digitally encrypted using cutting edge Secure Socket Layer (SSL) technology, providing the highest level of security. It is very straightforward to fund your casino account. If you have any questions regarding payments, please feel free to reach us out via Live Chat or over the phone 24/7.
What deposit options do you offer?
You can take advantage of the following depositing options in our casino: Visa, MasterCard, AmEx, Bitcoins, Neosurf (for Australian clients only) and Instant Gift Card (for American and Canadian clients only). For more details please address Customer Support team.
How do I withdraw my winnings?
Before you can withdraw funds from the casino account, you need to submit the list of required documents, the full list can be found in General Terms and Conditions at the website. Once the documents are approved by our Finance Department you can request the withdrawal in the Cashier.
How long will it take for me to receive my withdrawal?
It takes up to 4 business days to get the documentation approved for the withdrawal. When the documents are approved, it takes up to 3-7 business days for our Finance department to process the withdrawal. Once the cashout is processed and withdrawal request is approved, you will receive an email with details on the withdrawal status; please note that it might take up to 7-10 business days for money to appear on the bank account / credit card since the moment of withdrawal approval due to international transfer of the funds.
How can I download the casino software?
Please note that casino software is available for Windows users. MAC and Linux users can use Flash versions through regular access to the website on their browsers. To begin downloading the casino, you would need to click "DOWNLOAD" button. Please save the file to your PC to have access to the ALL the games offered at Bovegas. Once saved, you can start installation of the software by following easy user-friendly instructions.
How can I register an account at Bovegas?
Please click on Sign-up on the right upper corner of the page and insert the necessary details to finalize the registration procedure.
I cannot log in to my account. What happened?
There are a couple of reasons why you would not be able to log in. The most common log in issue is incorrect login or password. Please note that passwords are case sensitive, so please make sure CAPS Lock key on your device is not active. If you are positive that you are entering the correct information, please contact Customer Support via Live Chat or over the phone for assistance.
I am not receiving emails Bovegas Casino sends me. Why?
Sometimes the emails that email servers might find suspicious drop down to Spam or Junk folders, please make sure to check them. Sometimes emails are being blocked at a server level that prevents you from receiving them. To stop this from happening, you are advised to add all of Bovegas Casino's email addresses to your address book and / or safe senders list.
How can I be sure the games are fair?
The random number generator used by our software has been certified by Gaming Laboratories International (GLI).
Can I play on a MAC?
You can play the Instant Play version of the casino on a MAC computer. The downloaded software is not compatible with MAC.
What time zone does Bovegas Casino operate on?
Bovegas Casino operates on Eastern Standard Time.
What happens if I suddenly get disconnected, while I am playing online at Bovegas Casino?
If you get disconnected while playing, the platform will remember where you left off and will reconnect you at the same spot. Please make sure to log back in with the same device you used before, as otherwise you might not be able to finish.