You can get in touch with us through email. Our friendly and professional customer care team will get back to you as soon as possible.
Email us at:
You can contact us by phone for a quick response to your query. Our customer care team is ready and waiting 24/7, ready to give you a winning answer!
Give us a call at:
Login and hit the Live Chat feature for instant contact with one of our customer care guys, they’ll help you out nice and quick!
Frequently Asked Questions
Frequently Asked Questions
LICENCE & SECURITY
- Is BacanaPlay a safe place to play?
- How safe are my personal details at BacanaPlay?
- Can I play BacanaPlay on more than one platform?
- Which game providers are available at BacanaPlay?
BONUSES & PROMOTIONS
- How do I claim my free bonus?
- How do I claim my deposit bonus?
- Can I play with my bonus on any games?
- What offers do you have at BacanaPlay?
- Can I check my bonus wagering requirements?
- Do you have a loyalty program at BacanaPlay?
- How many points do I need to get to Level Platinum?
- How are my VIP Points calculated?
DEPOSIT / WITHDRAWAL
- I would like to deposit money into my account. What methods can I use?
- I've just requested a withdrawal. Do I need to send any documentation?
- How long will it take to receive my withdrawal?
- I received the error message: 'You cannot withdraw while having active bonuses, please contact support to resolve this issue.' What should I do?
- Can I set limits on my play at BacanaPlay?
- Are there are any processing fees at BacanaPlay?
- I forgot my password! What should I do?
- How do I verify my account?
- Help! My game is stuck! What should I do?
- While logging in, I received this error message: 'Player already connected.' What does this mean?
- While trying to open the Cashier I received an error message: 'Your browser is using a pop-up blocker. To continue playing, please enable popups for this site'. What does this mean?
Is BacanaPlay a safe place to play?
Absolutely! BacanaPlay is as safe as it is fun! We deliver the highest quality gaming content to our players from the most trusted and reputable game providers, and have also ensured that our internal security offers ironclad protection. Our entire gaming system operation and internal procedures are fully certified in line with all necessary conditions as set out by licence requirements.
How safe are my personal details at BacanaPlay?
100% safe. For transaction security we use 128-bit SSL (Secure Socket Layer) data encryption. This is the same technology used by popular credit and debit card companies. All customer data is treated as confidential and stored securely. Safeguarding your sensitive information is a top priority!
Can I play BacanaPlay on more than one platform?
Of course! We give you the opportunity to enjoy your favourite games on PC, tablets and smartphones, so no matter where you go you can take DureckGlueck.com with you!
Which game providers are available at BacanaPlay?
We offer games from some of the industry's most talented, innovative and trusted providers including Amaya, NextGen, NetEnt, WMS, Merkur, Evolution and many others. We guarantee that you'll find something you like!
How do I claim my free bonus?
Congratulations! If you have received an exclusive free bonus, you are moments away from enjoying your present. Please open the Cashier, navigate to the Bonuses Section, type in the relevant Coupon Code and click the Submit button. The bonus is then yours!
How do I claim my deposit bonus?
It's easy! While making your deposit, simply insert the bonus code in the BONUS CODE box and enjoy your extra funds! In most cases you simply pick an offer out of your Daily Picks and click on the action button which will lead you to the deposit page and fills in the bonus code automatically. Less hassle for you!
Can I play with my bonus on any games?
Unless otherwise stated, all bonuses have 'Standard Wagering' terms. This means that you can place bets on Slots and Scratch games with your bonus. It's important to note, however, that eligible games may differ from one offer to another. For this reason we recommend that you review our Bonus Policy by clicking here to avoid any confusion.
What offers do you have at BacanaPlay?
We are pleased to provide you with different kinds of offers! In addition to our generous Welcome Package , you can also enjoy a range of rewarding offers such as free spins, reload bonuses, exclusive promotions, special competitions, Daily Picks, new games offers, and a whole host of other perks thanks to our VIP program! When you validate your email address upon joining, you'll receive details of all our special offers. All offers available to you can be found in your Daily Picks. Visit your Daily Picks regularly so you will not miss any opportunities.
Can I check my bonus wagering requirements?
You sure can and we've made this process super convenient for you! You can track your bonus wagering requirements any time by accessing the Cashier and then navigating to the Bonuses section. Please note that wagering requirements may differ from one offer to another so we recommend that you review our Bonus Policy by clicking here to avoid any confusion.
Do you have a loyalty program at BacanaPlay?
Yes we do! We continuously reward our players with an incredible VIP program that is tailored to suit their needs and designed so that they'll enjoy the benefits of keeping their gameplay at BacanaPlay. Just have a look at what's waiting for you: click here
How many points do I need to get to Level Platinum?
Check out the following table below. It shows the VIP levels and the required monthly points that you'll need to reach and maintain each Level.
How are my VIP Points calculated?
Your VIP Points are accumulated when you wager in the Casino. There are different ratios for different games. Please see the chart below.
Please select a currency to view the wagering necessary in that currency to earn 1 VIP point.
|Slots (including jackpot slots), Doubles heaven, Scratch Games||20||1|
|Hi & Lo, Let Them Ride||40||1|
|Carribean Poker, Casino Holdem||60||1|
|All Roulette, Video Poker, Big Wheel, Blackjack, Baccarat, Punto Banco||80||1|
|Craps, Pai Gow Poker||160||1|
I would like to deposit money into my account. What methods can I use?
When you're ready to play with real money, you will find that depositing at BacanaPlay couldn't be easier. We accept all major payment methods including credit/debit cards, Neteller, Skrill and many other e-payment options. You can conveniently find all the methods available for your country in the Deposit section of the Cashier.
I've just requested a withdrawal. Do I need to send any documentation?
Yes, and it is for security reasons only. As part of our security procedure, we require standard verification documents upon a customer's first withdrawal request. If your funds are being returned by Wire Transfer or your withdrawal is general winnings above the amount you have deposited, we kindly ask you to provide us with the following:
- Utility bill no older than 6 months
- Copy of the front of your credit card (for security reasons, please ensure that the middle 8 digits on the front of your credit card are hidden)
- Proof of ID (Passport/Driving Licence etc.)
- If you are withdrawing to an E-Wallet account, please provide us with your account number/email address attached to the account.
We check documents as quickly as possible, usually 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 customer support.
How long will it take to receive my withdrawal?
We understand that you want your funds fast! Our Lightning Withdrawals means you'll get your cash within 24 hours, subject to providing any information we require in accordance with our terms and conditions.
For a complete timetable of when you should expect to see your funds in your account, please visit the Withdraw section of the Cashier.
I received the error message: 'You cannot withdraw while having active bonuses, please contact support to resolve this issue.' What should I do?
If you have an active bonus in your account, this means that you have not yet fulfilled the bonus requirements for this active bonus and must do so before placing a withdrawal request. Simply put, until these requirements are met, a withdrawal cannot be made. Not sure how far you've got to go? You can easily keep track of your bonus requirements progress which is conveniently located in the Bonuses section of the Cashier. Once you've fulfilled the bonus requirements, you can proceed with your withdrawal request!
Can I set limits on my play at BacanaPlay?
Yes you can. 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. You can also set other limits on your account, such as limiting account access for specified periods of time. These can be found within the Account Limitations section. Please refer to our Responsible Gaming page for more details.
Are there are any processing fees at BacanaPlay?
If applicable, any fee in connection with any processing is clearly shown during the deposit/withdrawal process.
I forgot my password! What should I do?
Forgot your password? No worries! We're here to help. For security reasons, we do not keep a record of your password. You will need to click on the 'Forgot Your Password?' option which you will find just underneath the box asking for your password. You will then be requested to answer the 'Secret Question' that you submitted upon registration. You should receive a message saying 'Your password has now been changed. You may now log in to the Casino.' Another email will be sent to your registered email address confirming your new password. It's that easy!
How do I verify my account?
Upon registration, we will send a welcome email to your account's registered email address. In that email, you will find a link where you will be able to verify your account. It's important to verify your account not just because it gives you access to the full BacanaPlay experience, but it ensures you will receive our emails so you can stay up to date and informed on all our new promotions and games!
Help! My game is stuck! What should I do?
We're sorry to hear you're experiencing some technical issues! The good news is it should be easily resolved. If your game is frozen in the middle of a bet, we highly recommend that you close the software using the Task Manager (Activity Monitor for Mac). Simply click simultaneously on CTRL + ALT + DEL to open the list of functions and then select Start Task Manager where you will be able to end the BacanaPlay task. Don't worry, your game and funds will be as you left them when you log in to the casino again.
While logging in, I received this error message: 'Player already connected.' What does this mean?
Since our casino can be accessed through multiple devices this usually means that you are still logged in from a different device. You need to logout first from the other device before being able to login from a different device.
While trying to open the Cashier I received an error message: 'Your browser is using a pop-up blocker. To continue playing, please enable popups for this site'. What does this mean?
If you receive this error message it means that there is a program in your browser that is preventing pop-ups from being displayed in your browser. All you need to do is to configure the pop-up blocker to fix this tiny issue.
To configure the pop-up blocker if you're using Internet Explorer, follow these steps:
- Click Start, point to All Programs, and then click Internet Explorer.
- On the Tools menu, click Internet Options.
- Click the Privacy tab, and then select the Block pop-ups check box to turn off the Pop-up Blocker.
- Click Apply, and then click OK.
To configure the pop-up blocker if you're using Google Chrome, follow these steps:
- Click the Chrome menu on the browser toolbar.
- Select Settings.
- Click Show advanced settings.
- In the Privacy section, click the Content settings button.
- In the Pop-ups section, select Allow all sites to show pop-ups.
- Click Apply and OK. Then restart your browser.