FAQ

Support / FAQ
How much do the games cost?
It’s free to download or access PocketWin games – all you need to pay for is your bet. If you download to your phone, you may be charged a small fee depending on your service provider for data which will be sent to your phone. If you are unsure about charges, we recommend connecting to the internet through Wi-Fi or contacting your service provider.
Where can I find the downloaded game on my mobile phone?
The name will be “NAME by PocketWin” (the name space is for the name of the game you chose to download, I.e. Blackjack by PocketWin, Roulette by PocketWin). If you’ve downloaded the PocketWin Slots app, you’ll find it as ‘PocketWin Slots’ on your device.
How do I register at the PocketWin Casino?
You can play for free without registration; however, to play for real money you will need to register. Registering is quick and easy. You can either do it through the PocketWin website, or download the PocketWin Slots app. In the app, go to the main menu, click register, and you’ll be asked to start a quick registration process (verifying your age, choosing a username and a private access code, and accepting the terms and conditions). Once the registration is complete, you will not need to go through the registration process again.
What is the minimum amount I need to deposit?
With most payment methods, the minimum deposit is £5. However, if you choose to deposit by phone bill, you can deposit as little as £3.
Why did I not receive my free registration bonus?
The free registration bonus is only available when you create your first and only account with PocketWin. If you’ve held an account with us before, you won’t be able to receive it again. You’ll also need to have completed the sign-up process and activated your account before you’ll receive your welcome bonus. If neither of these tips help, please contact customer support – they’ll be able to look into your account and see what’s going on.
I have not received my bonus for referring a friend.
There are a few reason why this might be the case. If your friend is already registered with us or you have referred yourself then you will not receive the refer a friend bonus. Your friend will also need to have signed up and activated their account before you’ll receive a bonus. Finally, we are required to run various security checks whenever a new player signs up, such as age verification checks. You won’t receive the bonus for referring a friend until your friend’s account has passed all of these security checks. If you still need help with this, please contact customer support.
Is it possible to play for free?
YES! All PocketWin games are available to play for free in demo mode, but of course, you won’t be able to win real money when playing this way. In order to play for free, you can choose Demo in the game main menu.
How do I login to the casino?
You can login to your account via the website, using the ‘Login’ button on the homepage. Alternatively, you can login via the PocketWin Slots app or through standalone apps like PocketWin Bingo or Roulette. If you’re using a standalone app, select ‘Play for Real’ then insert your password. The game will then start. If this is your first time at the casino, a short registration process will be required before playing for real money.
What is my password and account number?
Your account number is the mobile phone number registered on your account (including the country code, e.g. 447888***888 in the United-Kingdom). Your password must contain at least 1 number and at least 1 letter, be a minimum of 5 characters and a maximum of 16 characters in length. If you’ve forgotten your password, click the ‘Recover Password’ button on the login page.
What happens if I try to login but it does not connect?
This can sometimes happen due to a weak or slow internet connection, or if you’ve entered an incorrect password. In the case of an incorrect password, an appropriate error message will be displayed. If you have forgotten your password, please follow the “Recover Password” link/button on the login screen. This may occasionally be due to issues with our servers, in which case we will be investigating and working to resolve the problems as quickly as possible. If you are still experiencing issues please contact customer support by texting the word SUPPORT to 88600 or by calling 01384 884469.
I have forgotten my password
If you have forgotten your password you can recover it by clicking ‘Recover Password’ on the login screen.
How do I change my password?
On mobile devices you can change your password in the ‘Settings’ section located on the main menu. To change your password on the PocketWin website, enter the ‘My Account’ section.
Are my transactions and personal information secure?
The PocketWin Mobile Casino Server uses 256-bit TLSv1.2 (Transport Layer Security) Digital Encryption to protect your personal details and the details of your electronic transactions over the Internet. This is the Internet security standard for online transactions as requested and used by major financial institutions all over the world. Pocketwin prides itself on providing the highest levels of security.
How do I deposit money?
We accept deposits by several methods, including credit/debit card, a payment voucher (paysafecard), PayPal, Skrill or by using your phone credit/bill. To make a deposit, select the ‘Banking’ menu in your PocketWin app or on the website. Select the deposit method you wish to use, enter your deposit amount (and double check that you’re happy with it) and then confirm your deposit.
How can I withdraw?
Collecting your winnings at PocketWin is easy. The withdrawal options are either a direct bank transfer, PayPal, Skrill or card withdrawal. Further details can be found in the Deposit & Withdrawal Information. You can withdraw money from your account using the “Banking” option in the main menu, or on the PocketWin website by accessing “My Account > Banking” section.
I have made a withdrawal, how long will it take to get my money?
We aim to process withdrawals for depositing customers within 3-4 working days (being Monday to Friday, excluding Bank Holidays) of a request. Withdrawals for non-depositing customers will take 10-12 working days. Where we require ID, source of funds, proof of payment of phone bill or any other documentation, withdrawals will be delayed pending receipt of such documents.
Will I have to send any ID when I make a withdrawal?
As a UKGC Regulated Casino, we may be required to – at some point during the lifetime of your account – ask players to send additional info for security reasons like driving licence or passport etc. Once we have received and approved your ID, your winning payment will be processed via your chosen withdrawal method in 1-2 working days.
You have asked me to send you additional ID, why do you need this?
We take security very seriously & occasionally ask players to send ID to us. We need to make sure we are paying winning payments to the correct person, and that deposits have not been made by unauthorised 3rd parties. We’re also required by law to carry out various security checks to guard against money laundering and other such practices.
I have been asked to send ID, how can I send it to you?
The quickest and easiest way to send in your ID is using the ‘Send ID’ feature in the ‘Support’ menu on our apps and website. You can also email it to support@pocketwin.co.uk, or post it to Intouch Games Ltd. Fountain House, Great Cornbow, Halesowen, West Midlands. B63 3BL, England. If you email or post it, please ensure that you include your mobile phone number so we can easily identify your account.
How do PocketWin confirm age verification when a deposit is made?
PocketWin Mobile Casino maintains a strict no underage gambling policy. The main method used to verify your age is through confirmation from your credit card company, or from another financial institution where you have an account open.
Is PocketWin regulated?
PocketWin is Licensed and Regulated by the UK Gambling Commission, an independent public body sponsored by the Department for Culture, Media and Sport, of the Government of Great Britain and Northern Ireland. Licence number 000-002091-R-104264-026.
I’ve changed my phone / What happens to my Games and Account?
You will need to download the games again, using the simple download process. You will also need to contact our support team to transfer your account to your new number.
My Phone is Lost / Stolen- What do I do?
Contact PocketWin immediately. We will put an immediate block on your account until further notice. The account can be re-activated again by contacting PocketWin.
Are the games fair?
All PocketWin games are independently tested and verified by laboratories approved by the UK Gambling Commission.
How do I self exclude?
To self exclude, simply call us on 01384 884469. Remember, once you do this you will not be able to play PocketWin games for 6 months. This is irreversible without exception.
What wagering requirements do I need to meet before I can withdraw bonus winnings?
All of our generous bonuses have a wagering requirement of 40x. This means that the bonus amount you receive must be wagered through 40 times before it is eligible for withdrawal. Alongside this, deposits have their own individual 1x wagering requirements, meaning that if you deposit £10 this must be wagered through once before any associated winnings from this deposit can be withdrawn. For example, if you receive £100 in bonus credit, you must wager £4000 before that bonus is withdrawable. In the case of free spins, the 40x wagering requirement is applied to anything you win from these spins. For example if you spun in a £10 win from a free spin, you would need to wager that £10 40x (£400) before it is eligible for withdrawal.
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