CUSTOMER CARE

From time to time, you may find Golden Chips available either for free or with a deposit in your Rewards section or Daily Picks section.

Golden Chips are Playtech’s own unique feature. It’s bonus chips that are awarded in certain Playtech Live table games and ca be used for betting like a normal chip. To bet using Golden Chips, you first select your desired chip value and then place a bet as normally. To see more about the feature, please check the Game Rules, which can be found within a Live Table Game by Playtech.

Every now and then when you reach a new level, we will add you a reward. The reward will automatically be added to your account, and you will be able to claim it from the rewards section! Bear in mind that this is not after every level up though.

The'Levels' are based purely on your game activity. Every time you play, you will move closer to the next level. You can view your progress in the progress bar at the top of the page, or you can head to “Personal Area” > “Levels”. Here you can see which level you’re on and how long until you reach the next level. You can never go down in levels, you can only go up!

No. The Hot and Cold feature does not in any way influence the next spin or spins of a game. Each spin has exactly the same chance of the next spin being a winning or losing spin, regardless of its previous recent result. Hot and Cold is purely a new and fun way which was developed to try to replicate the offline casino experience of watching games and deciding whether to play based upon what they see.

‘Hot or Cold’ feature displays the games that are paying out the most and the least amount - game data can be refreshed every 5 minutes by hitting the refresh button. This feature is no indicator of future results or success.

You can view the progress of your bonus wagering requirements by accessing the 'Cashier' section of the side menu and navigating to the 'Active Bonuses' section. It's important to note that wagering requirements often differ from one offer to another, so we recommend you review our 'Bonus Policy' by clicking here to avoid any confusion.

In certain games, bonus balance funds are not available to play with and, when you open those games, you will only see your real balance as described in the 'Bonus Policy'. To view the availability of the bonus balance funds within a game, click the information card (ⓘ) before accessing the game to check if the bonus icon is displayed.

To wager a bonus, you must start by placing bets on slot or scratch games. It’s important to note that there are additional conditions that should be followed when wagering a bonus, we therefore recommend that you review our Bonus Policy by clicking here, to avoid any confusion.

If you received an exclusive offer, either with a deposit or for free, the reward will be credited to your account once you claim it from the 'Rewards' section of the side menu. If you are not able to access your reward, or your account has not been credited with the reward, please contact Customer Support for further assistance.

Yes, we do! Our VIP program is by invitation only though, so be sure to check your emails regularly for your invite!

Prize Twister is our exclusive and unique feature that allows you a win of free spins, bonuses and chances for the Mini, Super or Mega Twister cash prizes! Keep a lookout for our offers of Prize Twister spins - once in a while we might give you a spin on the Prize Twister FOR FREE!

Go to the Daily Picks section of the side menu and choose the offer you would like to opt in for. Click 'Deposit' and you will be redirected to the cashier to make your deposit with the offer. The correct bonus code will be automatically applied, so there is no need to change what is already in the 'Bonus Code' field.

We have a huge variety of offers that are constantly renewed, from free spins to bonuses and other fun promotions! You can find available offers in your Daily Picks from the side menu as soon as you are logged in to your account.

Yes, BacanaPlay is licensed and regulated. You can find more about our license at the bottom of this page.

Depending on your country's availability we have apps in Play Store and App Store. Simply search for BacanaPlay'.

If you're using Android and our app isn't available in Play Store, you can download it by clicking here

You can find your transactions (deposits/withdrawals) history from the 'Cashier' section of the side menu, under 'Transaction History'.

You can view existing limits on your account by clicking on 'Cashier' in the side menu and then navigating to the 'Responsible Gaming' section.

Please also remember to contact your Payment Method Provider to check if they have set deposit limits for online casinos on your account.

If you have not set limits and are unable to deposit, please contact our Customer Support team for further information.

Certain processors may take longer to process a payment than others. In some cases it can take up to 3 days, or there may be a delay and the funds return back to your wallet/bank balance. In the case that your funds have been deducted from your account but not credited to your player account, please contact Customer Support and provide us with an official statement showing the funds deducted from your account.

We offer multiple deposit methods, please check the 'Deposit' page of the side menu to see details of which methods are available to you.

If you are unable to close ongoing sessions, simply click on CTRL + ALT + DEL simultaneously to open the list of functions, then select Start Task Manager where you will be able to 'end task'. Reload the page and click the (X) of the open game, and this will close the ongoing session. If you are still unable to withdraw, please contact our Customer Support team.

We aim to send the money back via your preferred payment method. There may be cases where we are unable to send funds to the chosen method. However, should this be the case, our Customer Support team will contact you.

If you are only able to see 'Wire Transfer' on the 'Withdraw' page, this means that we are only able to send your withdrawal via this method. For other methods to deposit with, please check the 'Cashier' section for all available options.

Please make sure to check that you do not have any ongoing game sessions and active bonuses. You can view your active bonuses by accessing the 'Cashier' in the side menu and then navigating to the 'Active Bonuses' section.

To avoid any delays, it is recommended to upload documentation proving your ID, registered address and ownership of specified deposit methods.

If you would like to re-activate your account, please contact the Customer Support team for more information and/or assistance.

When a Self-Exclusion is placed on an account, you have the option to Self-Exclude on current account only, or on all accounts under the license. If you chose this option, you will not be able to deposit or play on any other account under the same license.

If you wish to close your account, you can use our 'Player Limitation' options which can be found on the 'Responsible Gaming' section in the ‘Personal Area’ section of the side menu. Please refer to the 'Responsible Gaming' section of our 'Terms and Conditions' page for more details.

We take pride in providing a safe environment for your gaming experience. You can set your deposit limits under the 'Personal Settings' section of the 'Cashier' in the side menu. You can also set other limits on your account, such as limiting access to your account for specified periods of time. These features can be found in the 'Account Limitations' section. Please refer to the 'Responsible Gaming' section of our 'Terms and Conditions' page for more details.

You can check your current limitations in the Responsible Gaming section under Personal Area in the side menu. If you do not have any limitations and can’t play for real money, please contact our Customer Support Team for further information and assistance.

Please see our dedicated page for Responsible Gambling here.

Just go to the 'Personal Area' in the side menu and click on 'Upload Documents'.

1. Choose the type of document from the drop down list.

2. Click on "Choose File" to find the file you want to upload.

3. Click "Upload".

It is possible that the uploaded documents did not meet our requirements. Please ensure that your uploaded documents are clear, in color, valid/in date and with no cut edges. If you would like to provide these documents correctly and avoid delays, click here for a few tips.

When you have successfully uploaded your document/s onto your account, you will receive an automated email from us notifying you that it has been received. As soon as our payments team have checked them, you will receive an email informing you about the document/s status.

All players are required to upload documents to verify the account. In order to have an uninterrupted gaming experience, we suggest uploading these, which can be done in the side menu, just go to 'Personal Area' in the side menu and click on 'Upload Documents'.

We're sorry to hear you're experiencing some technical issues! For security and safety reasons, we do not accept documents attached via email. Please make sure to upload your documents to your account by navigating through these easy steps in the side menu: Cashier - Documents - Uploading Documents. If you are still unable to upload your documents, please contact our Customer Support team for further assistance.

We aim to check documents as quickly as possible, usually in less than 12 hours. It could take longer if extra verification is needed so if you haven’t heard from us within 48 hours, please contact our Customer Support team. As soon as our payments team have checked them, you will receive an email informing you about status of your documents.

If you wish to change your email address and have not yet validated it on your account, you can change it from your 'Account Settings' under the 'Preference' section of the side menu. If you are unable to change it from there, please contact our Customer Support team, providing the reason as to why you wish to have it changed.

You will be able to correct your details in the 'Personal Area' section of the side menu on your account. If there is an error in the details that cannot be edited (which will be greyed out on the page), such as Name, Surname and Date Of Birth, we will kindly ask to upload Proof of ID to have these details corrected.

We're sorry to hear you're experiencing some technical issues! The good news is it should be easy to resolve. If your game is frozen in the middle of a bet, we recommend clearing Cookies & Cache and try to resume the game from a different browser/device. Don't worry, your game and funds will be as you left them when you log back in to the casino again.

Your Game History/Session ID can be found by clicking on 'Cashier' in the side menu and navigating through to 'Play History'. Both your Game ID and Session ID will also be visible on the Game Window itself.

One of the possibilities is that you may have been taking part in a tournament, where the winnings are not credited to your account, they go to the leaderboard for ranking purposes. Another possibility is that you may have seen your bonus credit amount. The payout from winning combinations during free spins are added in the 'Bonus Credit' section. The total Bonus Credit is multiplied by the denomination (and if applicable, the coin value) when all free spins are over and is added to your balance. Please check the 'Game Help' section to double check your payout. If you think you should have received a higher amount, please contact our Customer Support team with your Game ID and Session ID for that win.

Winnings from tournaments are not for real money. The winnings from these spins will not go to your balance, these will be converted into points which count towards your ranking on the leaderboard of the competition. Based on the ranking, Top Players will receive the prize/s. You can check the leaderboard scores by clicking on the 'Tournament' section of the side menu.