FAQ

HOW DO I REGISTER WITH CASINO 2020?

You can register right here on our website – just click the ‘Join’ button in the top right corner and fill in the form.

When you’ve finished signing up, Casino 2020 will send you a text message. This contains your activation code, and you’ll need to enter that to complete your registration. We will also need to verify your account. We’ll attempt to confirm your identity electronically, however if this is unsuccessful, you may be asked to provide ID.

If you don’t receive a text message, don’t worry! Wait a couple of minutes and check your email inbox, where you’ll find an email with an activation link. Click the link and complete your registration, then you’ll be all set.

I HAVEN’T RECEIVED MY ACTIVATION CODE. WHAT SHOULD I DO?

When you register with Casino 2020, you should receive a text message containing your activation code.

If you don’t receive this, there’s no need to worry. Just wait a couple of minutes and you’ll receive an email from us with an activation link – just click it to complete your registration.

If you’re still having problems, please don’t hesitate to contact our friendly customer support team for help. You can reach them via live chat in the Support menu, by texting HELP to 84903 for a free callback, or by calling 01384 885045.

HOW DOES CASINO 2020 VERIFY MY IDENTITY?

Casino 2020 maintains a strict no underage gambling policy.
All Casino 2020 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. 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 working day. There is information on the type of documents we may request under ‘What documents will you request from me?’ in this FAQ section.

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 website. You will be able to upload a picture of your ID here.

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.

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.

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

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 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

HOW DO I LOGIN TO MY CASINO 2020 ACCOUNT?

You can log in to your Casino 2020 account right here on the website. Use the ‘Login’ button in the top right corner of the screen and enter your details.

When you’re logged in, you’ll be able to manage your account, make deposits and/or withdrawals and contact customer support, all through the site.

HOW CAN I PLAY CASINO 2020’S MOBILE SLOTS GAMES?

Easy! Just create an account right here at casino2020.co.uk, login and enjoy all of our games in one place. You can play them on smartphone or tablet, laptop or PC.

You can also manage your account, deposit and withdraw funds, or contact our 24/7 customer support team.

To start playing, just click on the game you want to play and then tap ‘Play Now’.

WHEN WILL NEW GAMES BE RELEASED?

We aim to release a new slots game around once a month. It can happen at any time, and won’t always be the 1st of the month.

When a new game is launched, how will you know? Well you may spot it right here on the website if you keep your eyes peeled! We’ll also inform you by text message when a new game lands. Finally, you can follow the Casino 2020 Facebook page for news of new games and offers.

ARE MY TRANSACTIONS AND PERSONAL INFORMATION SECURE?

Yes! You can rest easy on this one. At Casino 2020 we use 256-bit TLSv1.2 (Transport Layer Security) Digital Encryption to protect your personal details. That also keeps your online transactions safely under lock and key too.

This level of encryption is the current internet security standard and is used by major financial institutions all over the world.

HOW DO YOU CONFIRM MY AGE WHEN A DEPOSIT IS MADE?

Casino 2020 maintains a strict no underage gambling policy.

Electronic age verification checks are used to ensure that you are over the age of 18 at the time of your deposit.

If these electronic age checks prove inconclusive, we will ask you to provide ID that proves your age.

HOW DO I DEPOSIT MONEY ONTO MY CASINO 2020 ACCOUNT?

You can use any of the following methods to deposit funds into your Casino 2020 account:

  • Debit Card
  • Paysafecard (a payment voucher)
  • Pay by phone bill (charged against your pay-as-you-go credit or monthly contract costs)

You can deposit money into your account using the Banking option in the main menu of the Casino 2020 website.

YOU HAVE ASKED ME FOR ADDITIONAL ID – WHY DO YOU NEED THIS?

In some cases, we are unable to verify your identity using the documents you initially supplied. This might be because supplied information does not meet our requirements or they do not match other records that relate to your account.

We take security very seriously and will only ask for additional ID or proof of address and payments to ensure that winnings are being paid to the correct person. We may also require additional information as part of external regulatory requirements.

WHAT WAGERING REQUIREMENTS TO I HAVE TO MEET BEFORE WITHDRAWING BONUS WINNINGS?

All of Casino 2020’s 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.

For example, if you receive £10 in bonus credit, you must wager £400 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 spin in a £10 win from a free spin, you will need to wager that £10 40 times (£400) before it is eligible for withdrawal.

HOW MUCH DO GAMES COST?

It’s completely free to sign up for a Casino 2020 account. The only thing you’ll need to pay for is any bet you want to make.

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.

Your network provider may charge for the use of data if you play on 3G or 4G, so please bear this in mind when playing on the move.

WHAT IS THE MINIMUM AMOUNT I NEED TO DEPOSIT?

If you pay by phone bill, the minimum deposit amount is £3. For all other deposit methods, the minimum amount is £5.

Please note, to unlock any deposit matches as part of our up to £300 welcome bonus a minimum deposit of £10 is required.

WHY HAS MY DEPOSIT BEEN DECLINED?

Deposits can be rejected for various reasons. It may be that we weren’t able to verify your identity, or that funds were blocked by your bank.

If your deposit has failed, you’ll receive an error message. For assistance with this, please contact our customer support team via live chat in the Support menu, by texting HELP to 84903 for a free callback, or by calling 01384 885045.

WHAT BONUSES DOES CASINO 2020 OFFER?

When you join Casino 2020, you’ll receive up to 20 no deposit free spins to get you started, plus a bonus of up to £20.*

We also offer up to £300 in deposit match rewards and the chance to unlock up to 400 extra free spins across your first two deposits!*

On top of that, you can get refer-a-friend rewards, Game of the Month offers, loyalty bonuses and try your luck on the Casino 2020 Facebook page for the chance to win great prizes.

You can check out all of Casino 2020’s awesome casino bonuses over on the bonuses and promotions page. Alternatively, check out the Casino 2020 Facebook page for the latest information on Casino 2020 bonuses.

*T&Cs apply

WHY DID I NOT RECEIVE MY FREE REGISTRATION BONUS?

When you join Casino 2020 and activate your account, you should receive up to 20 free spins and up to £20 as a welcome bonus.*

If you haven’t received those, it may be because you haven’t finished activating your account. It may also be because we need to request ID in order to verify that you are over 18. To receive the further up to 400 free spins and up to £300 in deposit match rewards, you’ll need to make two deposits of £10 or more.* You can find more information on how this offer works on the bonuses and promotions page.

If you’re still having trouble, please contact our customer support team, who will be able to investigate this for you.

You can contact Casino 2020’s friendly support team 24/7 via live chat in the Support menu, or by  by texting HELP to 84903 for a free callback, or by calling 01384 885045.

*T&Cs apply

WHY HAVE I NOT RECEIVED MY BONUS FOR REFERRING A FRIEND?

If your friend is already registered with us, or you have attempted to refer your own account, then you will not receive a Refer a Friend bonus. Your friend will also need to have made their first deposit and staked this through before you’ll receive a bonus. Our Refer a Friend bonus is very generous and to stop this being exploited we use electronic identity checks to ensure that the referred player exists, is over 18 and that the details supplied are correct.

Once the referred player passes these standard electronic checks, you should receive your bonus. If your friend doesn’t pass these checks, we will ask your friend to send ID to us to prove their details are correct. In such instances, you will receive your Refer a Friend bonus when we have received and verified their ID.

For more information on the Refer a Friend bonus available to existing customers please see our bonuses page, or if you need any specific advice on the status of your bonus please contact our customer care team via live chat in Support menu, or by emailing them at support@casino2020.co.uk

IS CASINO 2020 REGULATED?

Casino 2020 is Licensed and Regulated by the UK Gambling Commission. License number 000-002091-R-104264-029

HOW DO I SELF-EXCLUDE?

When a person reaches the point where they feel they can no longer gamble safely and their only option is to stop gambling, then we have a self-exclusion facility in place to stop them gambling. The process is instigated by the customer when they feel they need to stop gambling for a period of time and wish to seek help and advice.

When someone enters into a self-exclusion, they will be prevented from using their account for a specified period. We currently offer online self-exclusion for periods between 6 months and 5 years. To self-exclude please contact our customer support team via live chat in the Support menu, text HELP to 84903 for a free callback, or call 01384 885045.

Alternatively you can email selfexclusion@casino2020.co.uk to self-exclude via email. When using the email method of self-exclusion please ensure you include all account information, so that we can find and self-exclude your account as quickly as possible.

You can also self-exclude without speaking to any member of the Casino 2020 team, by texting the word EXCLUDE to 84903. When using the SMS exclusion option the exclusion period will be 6 months by default.

WHERE CAN I GET HELP WITH MY ACCOUNT?

If you require any other help or support, about anything related to our games, your account, or Casino 2020 more generally, our friendly customer support team are on hand 24/7 to handle any of your queries. You can get in touch with us via live chat within the Support menu, call 01384 885045, or text HELP to 84903, or email support@casino2020.co.uk.

WHAT ARE MY ACCOUNT DETAILS?

Upon registration, you will be asked to confirm your mobile number and create a password. This mobile number and password will become your account details and you must use this number and password whenever you wish to log in to your account, on any device.

I CANNOT LOGIN TO MY ACCOUNT, WHY IS THIS?

There are two main reasons for a failed login, these are:

1. You are using a weak, or slow, connection. This is most common if you are connecting using your network provider’s connection in a poor service area. If you cannot access your account due to your data connection we recommend retrying your login when you are connected to Wi-Fi.
2. You may have entered the incorrect details for your account. In the case of an incorrect password, you will receive an incorrect password error message. If you have forgotten your password, please use the ‘Forgot Password’ button on the login screen.

For any other connection issues, please try to login again by restarting the game and retrying the login process. If you are still experiencing issues please contact customer support via live chat in the Support menu, text HELP to 84903 for a free callback, or call 01384 885045.

I HAVE FORGOTTEN MY PASSWORD

You can recover your password by using the ‘Forgot Password’ option on the login screen. Once you’ve confirmed your details we will send a password confirmation via SMS.

HOW DO I CHANGE MY PASSWORD?

You can change the password on your account by navigating to the ‘Settings’ menu when logged into the Casino 2020 website.

I’VE CHANGED MY PHONE NUMBER – WHAT HAPPENS TO MY GAMES AND ACCOUNT?

As a player’s mobile number is used to verify their account and is set as their user ID by default, we require players to request a phone number change to their account when they get a new number.

You can request a phone number change from the Support menu, or by contacting our customer support team via live chat, texting HELP to 84903 for a free callback, or by calling 01384 885045.

Please do not create a subsequent Casino 2020 account when you have a new number without first contacting our customer support team, to do so will be a breach of our terms and conditions and could cause removal of funds, bonuses, and withdrawals from ineligible secondary accounts.

MY PHONE HAS BEEN LOST OR STOLEN – WHAT DO I DO ABOUT MY CASINO 2020 ACCOUNT?

As your account may be accessed from a lost or stolen device it is important that players who no longer have their phone contacts our customer support team, who will put an immediate block on your account to ensure it remains safe and secure.

If you require a block on your account due to your phone being lost or stolen please contact our customer support team via live chat in the Support menu, text HELP to 84903 for a free callback, or call 01384 885045.

CAN I WITHDRAW MY DEPOSITS?

Yes, you can! Any unspent deposits can be withdrawn without wagering requirements.

I HAVE MADE A WITHDRAWAL, HOW LONG WILL IT TAKE TO GET MY MONEY?

All withdrawals are checked by a member of our banking team. This is to ensure the highest levels of security are met, and to allow us to fulfil our regulatory responsibilities.

Even with this extra layer of manual security, withdrawals are usually processed in 1 working day.

WHAT IS THE MINIMUM WITHDRAWAL?

There is no minimum withdrawal amount at Casino 2020! You’re free to withdraw any winnings that have met the wagering requirement.

We do charge a £3 processing fee for withdrawals below £10.