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.

USER FAQ:

Who can play at Bovegas Casino?

Bovegas Casino accepts players from all over the world, as long as they are of legal age (18+). Players may not participate if there jurisdiction is: Belarus, Costa Rica, Israel, and Ukraine.

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I can't remember my username. How can I retrieve it?

If you have forgotten your account name, you need to have two options for retrieval: Contact customer support via Live Chat and allow them to verify your account by phone; or E-mail [email protected] with your full name, address and date of birth and they will advise you with the username by email.

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I can't remember my password. How can I reset it?

You can reset your password using the "Forgot Password" on the download or instant play version of the casino. You may also contact Customer Support Representatives either by Live chat or by the phone number and have your account verified for the resetting of the password on the support side. Please make sure to change the password in the cashier once you log in to your account for the one you would like to have after such resetting.

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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 can result in winnings being void and all your accounts being terminated.

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Can my husband / wife / partner / family member also have an account in Bovegas Casino?

You are only allowed to have 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 void and being banned from the casino. For more details please check at Customer Support Desk via Live chat.

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PROMOTIONS FAQ:

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 use the coupon before making your deposit to enjoy the desired benefits.

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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, please come to Live Chat before you start wagering your deposit and one of our friendly customer support representatives will assist you.

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When are bonuses valid?

Regular monthly bonuses are valid through the whole month they are issued for. Special promotions might be valid on particular days as specified in the details of the bonus. For more details on particular bonuses please make sure to check with Customer Support Desk via Live chat.

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What is Playthrough/Wagering?

It is a total amount of bets that you will need to place in order to convert the bonus money into the real ones. For more details on each particular bonus, please address to Customer Support Desk via Live chat.

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What is Max Cash Out?

Some bonuses come with maximum cash out limit. This means that once you win, you can only withdraw up to the maximum cash out value determined by the bonus conditions. Thus, once the playthrough of the bonus is met, in case if you have the balance over the allowed max cashout limit and would like to request for the withdrawal, the Finance department will void the funds above the reached max cashout upon processing your request for the withdrawal.

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Can I play with multiple bonuses?

Please note that you can play with only one bonus at a time.

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How to remove the bonus from the account?

You can deny the bonus from your side in the cashier or through Customer support team.
How to do that on your side: enter the cashier and access the promotion tab. There you would need to click on Cancel Coupon at Coupon Details.

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What are comp points?

Comp points are accrued while playing games at the casino. Every time you wager $10 (unless you are VIP player where the ratio is higher), you earn 1 comp point. You can exchange $100 comp points to $1 with no strings attached. Please note that comp points accrued from playing free bonuses would be subject to the max cashout. For more details please contact Customer Support Department.

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CASHIER FAQ:

How do I make a deposit?

Deposits can be placed through the Cashier via Credit, Debit or International Pre-Paid Card. There are also alternative payment options available depending on the player’s location. All the available methods are reflected in the cashier.

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Are my deposits secured?

They 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 issues during the process or questions regarding payments, please feel free to reach us out on live chat anytime.

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What deposit options do you offer?

We offer several different deposit options: Visa, Master Card, Neteller, Skrill, Ecopayz and Bitcoins. For more details please address to the Customer support team.

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How do I withdraw my money?

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 Bovegas Online casino. Once the documents are approved by our Finance Department, you may request for the withdrawal in the Cashier.

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How long will it take for me to receive my withdrawal?

It takes up to 4 business days to process the documentation required for the withdrawal – please address to the General Terms and Conditions at Bovegas. When the documents are approved, it takes up to 3-7 business days to process the withdrawal. Once the withdrawal is approved, the player will receive an email with details about the withdrawal status; please note that it might take up to 3-7 business days for the money to appear on the bank account / credit card / Neteller since the moment of withdrawal approval due to international transfer of the funds.

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TECHNICAL FAQ:

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 on 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.

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How can I register an account at Bovegas?

There are two options you can register an account: through website and through software access.
On website:
Please click on Sign-up on the right upper corner of the page and insert the necessary details to proceed with registration.
On downloaded version:
Once you downloaded the file with our software, you would need to launch this file. You would see the page advising to log in to the existing account OR to register the new account. Thus, to open a new account, you can click on Register the new account and type in the required details.
Please note that the shortest username must contain at least 9 symbols.

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I cannot log in. 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 – passwords in Bovegas Casino are case sensitive, so it is advised that you ensure your CAPS Lock key is not active. If you are positive that you are entering the correct information, please contact Customer Support via Live Chat for assistance.

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I am not receiving e-mails Bovegas Casino sends me. Why?

Many e-mail servers block e-mails from your inbox that may seem suspicious. Often, the e-mails from Bovegas Casino can be found in the spam / junk folder. Some e-mail providers block the e-mail at a server level, so the email never reaches your account. In order 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.

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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).

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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.

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What time zone does Bovegas Casino operate on?

Bovegas Casino operates on Eastern Standard Time.

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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

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How can I contact you?

You can contact us by email at [email protected], by phone +1 347 778 0761 or by Live chat.

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