FAQ

Support / FAQ
How do I register at PocketWin Casino?
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.
How does PocketWin verify my identity?
PocketWin Casino maintains a strict no underage gambling policy. All PocketWin players must verify their age, identity and address before they are able to play our games. We will automatically attempt to confirm a new player’s details electronically upon registration, for example via a third party identity check. If this is unsuccessful, the player will be asked to verify their details using other methods, for example providing photo ID or using our Facebook verification tool. Players cannot access or play any games until identity verification is complete.
Will I have to send any ID?
As of the 7th of May 2019, UK Gambling Commission regulations state that UK gambling operators must verify every player’s identity to prove they are over the age of 18 before allowing them to play any games. This means that we are legally required to verify your name, address and date of birth and may need to ask for and review photo ID before we can allow you to access our games.  There is information on how to send your ID under ‘How do I send in my ID?’ in this FAQ section. As part of our obligations under a licence issued by the UK Gambling Commission, we are required to conduct on-going due diligence checks at some point during the lifetime of an account.  We may request additional information from players for security reasons or to re-verify the specific details registered and deposit methods used. We may also be required to ask you to send additional information at withdrawal stage for security reasons. This ensures funds are protected and the monies are paid to the correct person.  Your documents will remain confidential and are never passed to any 3rd party companies; this is covered by our privacy policy. Once we have received and approved your ID, your winning payment will be processed via your chosen withdrawal method in 1-2 working days. There is information on the type of documents we may request under ‘What documents will you request from me?’ in this FAQ section.
What documents will you request from me?
We may just need to ask you to provide some ID, such as a passport, driving licence or other recognised government issued documents. We take security very seriously and check all IDs manually to ensure 100% accuracy. Occasionally we may have to request additional ID to ensure details we hold on your account are accurate, that we are paying winning payments to the correct person and that deposits have not been made by unauthorised third parties. We are also required by law, via licensing conditions and codes to carry out various security checks to safeguard against money laundering and other criminal practices. In some cases we may need to ask you to provide us with documents as part of our Enhanced Due Diligence process such as proof of the payment method used and source of wealth. We ask for this information as one of our licence requirements to pro-actively engage in initial and on-going due diligence checks. We have a responsibility to mobile network providers and contract holders to make sure we verify details of mobile phone used to make deposits. We  may ask you to provide proof of ownership of the mobile contract or proof of the bills being paid. This is part of our obligation with the mobile phone providers as we do have a duty of care to them with regards to deposits that have been made.
What document do I need to send as proof of my Date of Birth?
Please be aware that we need to clearly see the entire document and that any photo identification must be within the expiry date. Please find listed all accepted date of birth identification:
  • Passport
  • Driving licence
  • EU national ID card
  • Birth certificate
  • NHS medical card
  • GP registration letter
  • UK residence card
  • Northern Ireland electoral ID card
  • Young Scot membership card
  • Citizen Card
What document do I need to send as proof of my address?
Please find listed all other paper or online copies of letters, bills, policies and statements that are accepted as address identification that must show clearly who the document is from, your name, address and the issue date within the last 3 months:
  • Bank or building society
  • Home utilities including TV or broadband
  • Council tax or tenancy
  • Housing association
  • HM Revenue & Customs (HMRC)
  • Department of Work & Pensions (DWP)
  • JobCentre Plus
  • Government benefits agencies eg. disability, child, housing
  • Home or life insurance
  • TV licensing
  • Solicitors letter
  • Court letter
  • Universities and Colleges Admissions Service (UCAS) letter
  • University acceptance or enrolment letter
  • Student finance letter
What document can I send to prove source of funds/wealth?
Please upload one or more of the documents listed below, or a similar document  that matches your source of wealth. Please make sure that the document includes who the document is from and your name.
  • Employment – contract of employment/payslip/ bank statement showing receipt of latest salary or income
  • Retirement Income- pension statement, letter from your annuity provider
  • Sale of property – contract of sale or a signed letter from a lawyer on letter headed paper
  • Sale of securities – share certificate
  • Inheritance – A Will or signed letter from a lawyer on letter headed paper
  • Winnings from lottery/betting/casino – certificate of win or bank statement showing the win
  • Bank statement confirming income from identifiable sources
How do I send in my ID?
The quickest and easiest way to send in your ID is by using the ‘Send ID’ feature in the ‘My Account’ menu on our app. You will be able to take a picture of your ID with your phone camera. You can also upload pictures of your ID via our website by going to ‘My Account’ and selecting ‘Send ID’. Alternatively, you can email it to id@pocketwin.co.uk. Should you choose to email, please ensure that you include your mobile phone number so we can easily identify your account.
How can I ensure that my ID is accepted?
When sending in photo ID, please ensure that the entire document is visible and easily readable. Any images that are blurry or obstructed cannot be accepted. We accept most standard documents for proof of address. Please ensure that any documents you do send are in date, include who the document is from, have the correct name and address, and are clear and easy to read. There is information on type of documents we may request under “What document do I need to send ….” In this FAQ Section.
What if I don’t give you the information/documentation requested?
If we are unable to speak with you or you can’t provide us with the required information or documentation, we will take steps to restrict your account until we are able to obtain this. Unfortunately, further business may not be accepted if the requested information is not provided.
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.
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.
Can I play PocketWin games online?
Yes, some games are available to play on your laptop or PC through the PocketWin website, as well as on mobile or tablet via the PocketWin Slots app, provided you are over the age of 18 and you have been verified. Simply register as a new player (username and password) and you’ll also receive your welcome bonus. Existing player? Simply login to your account and you can play online. T&Cs apply.
How much do the games cost?
It’s free to download our apps or access our games online – all you need to pay for is your bet. If you download an app to your phone, you may be charged a small data fee depending on your service provider. 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.
Is it possible to play for free?
If you are 18 or over, our games are available to play for free in demo mode. Your account must have been verified to ensure that you are over 18, and you’ll need to be logged into your account before you can access demo mode. Of course, you won’t be able to win real money by playing in this way. In order to play for free, select ‘Demo’ in the game main menu.
Are the games fair?
Yes! All PocketWin games are independently tested and verified by laboratories approved by the UK Gambling Commission.
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 and verified 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.
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 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.
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-104264-027.
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.
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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