faqs

    Your answer may be found here.

    Account Management

  • Why is my withdrawal still pending?

    Your withdrawal may still be pending because we require some ID documents.

    Since opening your account, have you submitted the following to our customer support team? 

    • Photo ID - driving license or passport
    • Proof of address - utility bill or bank statement dated in the last 3 months
    • Proof of payment method - a photo of your registered card(s) showing the name and last 4 digits. 

    If you haven't sent any of the above, this could be why your funds are still pending. Please take clear photos and send them via email ensuring the images are clear with all 4 corners visible. 

  • My Free Spins didn't work

    If you lose connection with the game during your free spins, in most cases, the spins are still completed in the background. The associated winnings will be credited to your balance in bonus money approximately 30-45 minutes after the spins were claimed.

     

    If the above has not happened on your account, you can try reloading the game in question and you may find the free spins are waiting to be claimed.

     

    Another solution is to try claiming your free spins on a different device and/or browser.

     

    If you have still been unable to claim your spins, please get in touch so we can investigate this further for you.

  • How can I apply a break to my account?

    You can apply responsible gambling measures, such as deposit limits, take a break and self-exclusion via the 'responsible gambling' page which is displayed at the bottom of every page on the website. 

    You can apply your limits here.

    If you require any further assistance please contact our support team: support@volcanobingo.co.uk

  • How do I apply a self-exclusion?

    You can apply responsible gambling measures, such as deposit limits, take a break and self-exclusion via the 'responsible gambling' page which is displayed at the bottom of every page on the website. 

    You can apply your limits here.

    If you require any further assistance please contact our support team: support@volcanobingo.co.uk

  • How do I apply deposit limit?

    You can apply responsible gambling measures, such as deposit limits, take a break and self-exclusion via the 'responsible gambling' page which is displayed at the bottom of every page on the website. 

    You can apply your limits here.

    If you require any further assistance please contact our support team: support@volcanobingo.co.uk

  • I can't login?

    If you happen to forget your password and you can't login to your account. Simply click on the "Forgotten Password" link just underneath the login box or click here.

    You will be asked to enter your username or registered email address. Once you've done that we will then send a link to your registered email address where you will be able to login and update your details from there.

  • How do I make a complaint

    We view complaints as an opportunity to learn and improve for the future, as well as a chance to put things right for You, the customer.

    • Your complaint should be submitted within three months of the issue occurring; and
    • You should initiate contact with the Customer Care Team via complaints@jumpmangaming.com 

    Deposits

  • What are your deposit options?

    The only currency available for all deposits and withdrawals is GBP.

    You may add up to 3 payment cards to your account.

    All cards and payment methods must be owned and/or in the same name of the person registered on Volcano Bingo.

    You can deposit using:

    • Debit Card
    • Paysafe Card
    • Pay by Mobile
    • PayPal

  • How much can I deposit?

    You can deposit as little as £10 in one time. To receive a bonus via the Mega Wheel you need to deposit £20+ (providing you haven't got a pending withdrawal at the time).

    Bonuses

  • Can I withdraw my bonus?

    You can withdraw your real money balance (subject to withdrawal policy) but Bonus funds can never be withdrawn. You can convert your bonus balance into a real balance by meeting our wagering requirements of the bonus.

    If you choose to withdraw any of your real (withdrawable) funds before completing the 65x wagering requirement, your bonus balance and wagering requirement will be reset to £0.00.

  • What are the wagering requirements?

    To convert your bonus balance to cash you need to wager 65x the total amount of bonus won + any remaining bonus in the bonus balance prior to cashing out. If you decide to cash-out before fulfilling the wagering requirement, you will forfeit all remaining bonus funds. For example, if you deposit £10 and receive a combined (free spins and % match) £20 bonus, this will result in a wagering requirement of £10 + £20 (£30 total) X 65 = £1,950.

  • Will my cash wagering count towards completing the wagering requirement?

    No, only bonus wagers will contribute towards fulfilling the wagering requirement. Real money wagers do not contribute.

  • How much bonus is converted when I meet the wagering requirements?

    The maximum amount which can be converted to your REAL (withdrawable) balance as a result of fulfilling the bonus wagering requirement is equal to your lifetime deposits, up to £250. For example, if you have accumulated bonus funds of £300 once the wagering requirement has been fulfilled and your lifetime deposits are £50, £50 will be transferred to real money.

  • When can I wager with my bonus funds?

    Real funds will always be used to wager before bonus funds. You will only use your bonus balance when you do not have enough real money to place the wager.

  • How do I claim my cashback?

    To claim your cashback, you must log in and claim manually via the ‘My Account’ page. Cashback awarded for the previous day's game-play is only available to claim until 23:59 on the following day. If you do not claim, your cashback total will be reset to the current day's total. The cashback amount is added to your account in REAL money – with no wagering requirements or terms attached.

  • Why Didn't My Bonus Code Work?

    There could be a variety of reasons why your bonus code/promotion didn't credit. 

    Here are a few possibilities why:

    • All promotional codes are only valid on the day the communication is sent out (up to 23:59 on that day), unless otherwise stated in the email. 
    • Bonuses are not given when players have a pending withdrawal. Once your withdrawal has been processed, you will continue to receive bonuses as normal.

    In the unlikely event of redeposit bonuses and/or free spin credits malfunctioning, we will explore and offer a remedy to the issue if the query is submitted within 7 days of said malfunction.

    If you are still unsure why your bonus code didn’t work you can get in touch with our support team by email support@volcanobingo.co.uk.

  • My Free Spins didn't work

    If you lose connection with the game during your free spins, in most cases, the spins are still completed in the background. The associated winnings will be credited to your balance in bonus money approximately 30-45 minutes after the spins were claimed.

     

    If the above has not happened on your account, you can try reloading the game in question and you may find the free spins are waiting to be claimed.

     

    Another solution is to try claiming your free spins on a different device and/or browser.

     

    If you have still been unable to claim your spins, please get in touch so we can investigate this further for you.

    Withdrawals

  • How do I request a withdrawal on mobile?

    If you are playing on a mobile device, you can request a withdrawal by doing the following:

    1. log into your account
    2. head to the 'My Account' section, via the menu option in the top right.
    3. select the 'cashier' button - this is listed under the 'Your Trophies' section.
    4. select 'Make a withdrawal' from the drop-down options. 
    5. here you can choose how much you wish to withdraw or select 'other' and enter the amount you wish to withdraw. 

  • How do I verify my account?

    To verify your account, you should send in a copy of the following:

    • Photo ID –This can be any form of ID providing it has your name and date of birth on e.g. – Passport, driving Licence or an ID Card.
    • A recent utility bill (within the last 3 months) – something with your name and the same address as register on your gaming account.
    • Proof of payment method (copy of card, mobile bill etc). If sending a photo of your card, this must be a picture of the FRONT ONLY. YOU MUST ALSO BLOCK/COVER UP THE MIDDLE 8 DIGITS OF YOUR LONG CARD NUMBER.

    These documents can be sent to us immediately after registration. 

    You can send your documents to support@volcanobingo.co.uk.

  • When will my withdrawal be in my account?

    Providing that your account is verified, then as soon as you hit withdraw it begins its 72 hour pending period. Once that time period is over you should see your funds land in your account within 1-3 working days.

    Support

  • I still need help - who do I contact?

    IMPORTANT: To ensure your email is dealt with efficiently, please DO NOT send follow up emails and please also refrain from sending/creating multiple email chains relating to the same subject/query - doing this can cause delays. 


    We aim to reply to all customer emails within 2 business days.

    If your query is regarding responsible gambling tools, please note you have the option to apply these yourself 24/7, without contacting our customers support team by clicking here. We advise you use the on-site tools as this will result in immediate action. 

    If you still require assistance and would like to contact our support team please click here or send an email to support@volcanobingo.co.uk.