Frequently Asked Questions

We review withdrawal requests within 24 hours on weekdays and 48 hours on weekends. E-wallets and cryptocurrencies arrive the same day after approval, usually within 2-6 hours. Debit and credit cards take 1-3 business days after approval, whilst bank transfers need 3-5 business days. First withdrawals take longer because we verify your identity before processing, but this is a one-time requirement. VIP players at Gold, Platinum, or Diamond levels get priority processing with reviews often completing within 4-6 hours.

UK regulations require us to verify you’re over 18, you live where you claim, and the payment method belongs to you. We typically need photo ID like a passport or driving licence, proof of address dated within 3 months such as a utility bill, and sometimes a photo of your payment card with middle digits covered. Our automated system handles most verifications in 15-20 minutes by scanning documents, verifying authenticity, and matching information to your account. You only verify once unless you change payment methods or addresses, then future withdrawals process without additional documents.

No, our platform detects your location when you log in, and if you’re outside the UK you’ll see a message blocking real-money play until you return. This applies even if you’re a verified UK resident because location matters more than residency under our licence. Your account remains active and secure whilst abroad with your balance protected, but you can’t deposit, play, or withdraw. Once you return to the UK and log in from a UK location, full access resumes immediately.

Every game uses certified Random Number Generator technology tested by independent laboratories, and we can’t see or influence what the RNG produces because it cycles through millions of combinations per second. Live casino games use physical equipment like real cards and actual roulette wheels operated by trained dealers, all streamed on multiple cameras. Slot providers publish Return to Player percentages for every game, like 96% RTP meaning the slot returns £96 for every £100 wagered across millions of spins. We display the actual RTP for games in our library within each game’s paytable.

When you cancel an active bonus, we remove both the bonus amount and any winnings generated whilst that bonus was active because bonus funds remain “bonus money” until you complete wagering requirements. For example, if you claim a £50 bonus and your balance shows £120 including some winnings, cancelling removes the £50 bonus plus those winnings whilst your original deposit stays in your account. To keep winnings, complete the wagering requirements instead of cancelling, then everything converts to withdrawable cash.

Log into your account, click your username in the top right corner, select Account Settings, then Security, and you’ll see Change Password with fields for your current password and new password entered twice to confirm. Passwords need at least 8 characters mixing letters, numbers, and symbols. If you’ve forgotten your current password, use the Forgot Password link on the login page instead, and we’ll email a reset link to your registered address.

If you closed your account voluntarily without requesting self-exclusion, contact our support team and they’ll reopen it after verifying your identity and confirming you still want to play. If you self-excluded through our system or GamStop, we cannot reopen your account until the exclusion period ends, which lasts minimum 6 months for our platform or 6 months to 5 years for GamStop. These exclusions cannot be reversed early because the waiting period exists to give you time away from gambling. Accounts closed due to multiple account violations, fraud, or serious terms breaches stay closed permanently.

No, our terms allow one account per person, household, IP address, device, and payment method, and creating multiple accounts results in all duplicate accounts closed with funds forfeited. We detect duplicate accounts through matching personal details, payment information, device fingerprints, and IP addresses even if you use different email addresses. Your main account may be suspended pending investigation, and we’ll issue a permanent ban if we suspect fraud.

You log in using your email address rather than a username, so if you’ve forgotten which email you registered with, contact support. They’ll ask security questions to verify your identity including date of birth, registered address, and last deposit amount before revealing which email is associated with your account.

You can only change your account currency after completing the first stage of the welcome bonus, and this is a one-time change that cannot be reversed. Contact support after finishing the first welcome bonus stage to request a currency change, and they’ll update your account within 24 hours. Any existing balance converts at the current exchange rate when the change processes.

Accounts get suspended for security reviews triggered by unusual activity patterns, verification issues, or potential terms violations. We’ll send an email explaining why your account was suspended and what steps you need to take, which usually involves providing additional verification documents or clarifying recent activity. Most suspensions lift within 24-48 hours once we complete our review and confirm everything is legitimate. Permanent suspensions only happen for serious violations like fraud, multiple accounts, or bonus abuse.

Wagering requirements specify how many times you must bet the bonus amount before you can withdraw winnings, expressed as a multiplier like 30x or 40x. For example, a £50 bonus with 40x wagering means you must wager £2,000 total before withdrawing, which takes 200 spins at £10 per spin on slots. Not all games contribute equally—slots count 100% of each bet, table games count 5%, video poker counts 2%, and live casino counts 2%. You can track wagering progress in your Bonuses section, and most bonuses give you 7 days to complete wagering or they expire with any winnings.

Some bonuses require you to opt in by enabling them in your profile’s Bonuses section or the deposit popup before depositing, so check that bonuses are turned on. Most free spin offers require minimum deposits like £10, £20, or £40 depending on the promotion, and depositing less means you won’t receive the spins. The 20 free spins for email verification require you to complete your profile information and click the verification link in your inbox, so check your spam folder if the email is missing. You also can’t stack bonuses, so finish wagering or cancel your current bonus before claiming another one.

Yes, but we deduct transaction processing fees if you haven’t wagered at least 3 times your deposit amount, a policy preventing payment fraud where stolen cards deposit then immediately withdraw to different accounts. For example, deposit £100 and you need to wager at least £300 before withdrawing without fees, regardless of whether you win or lose. This requirement counts total amount wagered, so betting £10 per spin for 30 spins meets it even if you end with £120 in your account.

No, certain games are excluded from bonus play entirely, and attempting to use bonus funds on them may forfeit your bonus and winnings. Even on allowed games, contribution rates vary dramatically—slots contribute 100% making them most efficient for wagering, whilst table games, video poker, and live casino contribute just 2-5%. Check your bonus terms for the current excluded games list before playing, as it changes occasionally when we add new games.

Welcome bonuses typically cap at £500 to £1,000 depending on which stage, free spins without deposits cap at £50 to £100, and weekly reload bonuses cap between £1,000 and £3,000. These caps apply to total withdrawable amount after completing wagering, so winning more than the cap means we remove the excess when you request withdrawal. Progressive jackpots and level-up rewards from levels 13 to 15 have no win caps, meaning you get the full amount.

Most bonuses give you 7 days from activation to complete wagering requirements, and failing to finish within this timeframe causes the bonus and associated winnings to expire. Bonuses also expire if your balance drops below £0.10 whilst the bonus is active, triggering automatic cancellation. Level-up rewards and Friday Active bonuses expire faster—you must use and wager them within 48 to 72 hours depending on the specific offer. Check the expiry timer in your Bonuses section to see how much time remains on active bonuses.

Live chat requires JavaScript enabled in your browser settings, cookies allowed from our domain, and ad blockers temporarily disabled as they sometimes block chat widgets. Try using Chrome browser as it works most reliably with our chat system. If live chat still won’t load after these steps, email support@queenwin.com with your account details and question, and we’ll respond within 2-4 hours.

Certain games or specific features within games are restricted in some regions due to licensing agreements between providers and their licensors. If you see Feature Not Available, that particular game or feature isn’t accessible to players in your location, a restriction coming from the game provider rather than from us. We display all games in our library but providers control which features work in which territories.

Contact our support team immediately via live chat or email with details including the game name, approximate time the issue occurred, what happened, and your username. Take a screenshot if possible showing the error message or malfunction. We’ll investigate with the game provider and credit your account if the malfunction caused an incorrect outcome or lost bet.

Log into your account, navigate to Account Settings then Responsible Gambling then Deposit Limits, and choose from daily, weekly, or monthly limits. Enter your desired amount and confirm, with decreases applying immediately but increases taking 24 hours to activate. Once you hit your limit, the system blocks further deposits until the period resets at midnight UTC for daily, Monday 00:00 UTC for weekly, or the 1st of each month for monthly limits.

GamStop is the UK’s national self-exclusion scheme that blocks you from all licensed UK gambling operators for your chosen period of 6 months, 1 year, or 5 years. Register at gamstop.co.uk with your personal details including name, address, and date of birth, and all your UK gambling accounts close within 24 hours with no ability to open new accounts anywhere. The exclusion cannot be cancelled early, applies only to online gambling not National Lottery or land-based casinos, and is completely free and confidential. Marketing communications stop from all operators once you register.

Yes, we offer cooling-off periods from 24 hours up to 6 weeks through Account Settings under Responsible Gambling then Take a Break. During cooling-off you cannot log in or play, deposits are blocked, marketing emails stop, but your account stays secure with your balance protected. Access automatically restores when the period ends with an email sent 24 hours before reactivation, though you can extend the cooling-off by contacting support but cannot shorten it once activated.

BeGambleAware offers a 24/7 helpline at 0808 8020 133 plus live chat support at begambleaware.org with advice, counselling, and treatment referrals. GamCare operates the National Gambling Helpline at the same number with support groups and one-to-one counselling at gamcare.org.uk. Within your QueenWin account, access our Responsible Gambling section for tools including deposit limits, loss limits, session time limits, reality checks, and self-exclusion options that activate immediately.