Questions & Help
Find answers to the most common questions about our platform, games, and account management.
How you sign in depends on the site. On some sites it's passwordless — enter your mobile number and we text you a 4-digit code; enter it and you're in, with no password to remember. On others you create an account with an email and password (at least 8 characters, with an uppercase letter and a number). Where both are offered, use “Use email instead” to switch. Either way, you must be 18+ and may be asked to verify your identity before withdrawing.
When you claim a bonus it lands in a separate bonus balance with a wagering requirement — you bet a multiple of the bonus (for example, 30× the bonus) before it turns into withdrawable cash. Your real money is always used before bonus money: winnings from bets funded by real money are paid as real, withdrawable cash, while winnings from bets funded by bonus (or a mix of both) are paid as bonus money that stays in your bonus balance until wagering is complete. Only the bonus part of a bet counts toward wagering. Once you complete the wagering, your whole bonus balance converts to real money you can withdraw. Bonuses are offered on bank-transfer deposits.
The welcome bonus can be claimed once per person and doubles your deposit, up to €500. The extra amount is bonus money and can't be withdrawn until the bonus wagering requirement is met. The welcome offer has a 15× wagering requirement on the total amount received, or 30× on the bonus part. Real money is wagered first; once you start betting with bonus money, each bet reduces your remaining wagering — sometimes by less than the full amount staked. See individual games for the exact contribution, but in general slots contribute 100% and sports 250% (each €1 staked counts as €2.50).
No — with bonus money the maximum is €5 per casino bet and €50 per sportsbook bet. Bets above these limits while a bonus is active may have their winnings voided.
Most games count 100% toward your wagering requirement. The main exceptions are:
- Slots: 100% — except Blood Suckers, The Wish Master and Dead or Alive (0%)
- Blackjack (including Pontoon and Double Exposure): 10%
- Roulette (all kinds): 5%
- Baccarat (all kinds) and Punto Banco: 0%
- Video Poker: 30%
- Oasis Poker, TXS Hold'em and Casino Hold'em: 10%
- 100 Bit Dice: 0%
- Spribe (Mines, Plinko, Keno, Hilo, Dice, Goal, Mini Roulette and Aviator): 0%
- Hacksaw Gaming (Coins, Boxes and Mines): 0%
- Other live casino games (e.g. Dragon Tiger, Sic Bo, Teen Patti, Casino game shows): 10%
- Sportsbook bets: 250% (min odds 1.80), so each €1 staked counts as €2.50. If you cash out any bet on a betslip, the whole betslip stops counting.
- All other games: 100%
A 0% contribution means bets on that game don't count toward clearing your bonus.
Free spins are offered as an option when you make a qualifying bank-transfer deposit. Once granted, they're tied to a specific game and show up in your bonuses — just open that game to play them. Each spin uses a fixed stake, any winnings go to your bonus balance under the normal wagering rules, and unused spins expire (usually within 72 hours), so play them while they're active.
You get 10% cashback on your net losses, paid automatically every Friday — there's nothing to claim. It's calculated on your real-money play over the week (your losses minus your wins) and paid as real, withdrawable cash with no wagering requirement. It applies from a net loss of €10 and is capped at €500 per payout.
Share your personal invite link (find it under Account → Invite Friends). When your friend signs up through your link, completes verification and makes a first deposit of at least €20, you receive a €10 referral bonus. Your friend doesn't receive a separate referral reward — signing up through your link doesn't affect their eligibility for the welcome offer. The referral bonus has a light 1× wagering requirement and is valid for 30 days. See section 6 of the Terms & Conditions for the full rules.
Identity verification is a standard legal requirement for all licensed online gaming platforms. It protects you by ensuring that only you can access your account and withdraw your funds. Verification is required when any of the following occurs:
- Within 30 days of your first deposit
- Your cumulative deposits reach €2,000 or more
- You request your first withdrawal
You can continue playing while your verification is being processed. Your funds are safe throughout.
We require two documents:
- Proof of Identity — one of: valid passport, national identity card, or driving licence. Must show your photo, not expire within 3 months of submission, and confirm you are at least 18 years old.
- Proof of Address — one of: bank statement, utility bill, or official government letter, issued within the last 3 months, showing your full name and current residential address.
Most verifications are completed within 24 hours of receiving your documents. During busy periods it may take up to 48 hours. You will receive a confirmation by email once your verification is complete.
No — our terms allow only one account per person. If you have accidentally created a second account, please contact support and we will close the duplicate and transfer any balance to your main account. Multiple people in the same household may each hold their own account, provided each account is registered in that individual's own name with their own verified identity and payment method.
Because your phone number is used to log in, we need to verify your identity before making any change. Please contact our support team at [email protected] with a copy of your identity document and we will update your number securely within 24 hours.
Contact our support team and we will close your account promptly. Before closure, any remaining balance will be returned to you, active bonuses will be cancelled, and any pending withdrawals will be processed. Account closure is permanent. If you are closing your account because of concerns about your gambling, please consider self-exclusion instead — it offers stronger protections.
All game rounds are recorded on our servers in real time. If a game disconnects or crashes during a spin, the outcome is preserved and your balance will be correctly adjusted — you will not lose a stake due to a technical error. If you notice an incorrect balance after a game crash, please contact us with the game name and approximate time and we will investigate immediately.
You can deposit by instant bank transfer or bank card. Funds are credited right away so you can start playing immediately. Deposit bonuses and free-spin offers are available when you pay by bank transfer.
No, we welcome all nationalities that want the easy, trustworthy gameplay of BullPlay — just remember that not all payment methods may be available for you. We have Scandinavian bank direct deposits, and most credit cards work fine.
Withdrawals are paid straight to your bank and most arrive within a few minutes, and up to a few hours depending on your bank. The minimum withdrawal is €20, and you'll need at least one completed deposit on your account before you can withdraw. If you have an active bonus, withdrawing will forfeit any remaining bonus — so finish your wagering first if you want to keep it. A small currency-conversion fee may apply due to fluctuations in exchange rates.
Yes. All games use certified random number generator (RNG) technology and are tested by independent laboratories. Each game also publishes its RTP (Return to Player) — for example, an RTP of 96% means that, on average over time, €96 of every €100 wagered is paid back to players.
We protect your account with bank-level encryption (SSL/TLS) and keep player funds in segregated accounts. BullPlay operates under a gaming licence — you can find the full licensing and company details in our Terms & Conditions.
Yes. You can set daily, weekly and monthly deposit limits in your account — decreases take effect immediately, while increases and removals have a 24-hour waiting period. If you'd like to take a break or self-exclude, you can do it yourself from your account settings, under “Take a break”, or contact our support team and we'll arrange it for you.
Our support team is available 24/7 via live chat and email ([email protected]). Live chat is the fastest way to reach us — average response time is under 2 minutes.
All withdrawals are made exclusively to a verified bank account held in your own name. The limits are:
- Minimum per request: €20
- Maximum per transaction: €10,000
- Maximum per day: €10,000
- Maximum per week: €25,000
- Maximum per calendar month: €50,000
Open banking deposits usually confirm within 1–5 minutes. If it has been less than 10 minutes, please wait and refresh your balance. If more than 10 minutes have passed and the funds have left your bank account but not appeared in your BullPlay balance, please contact us at [email protected] with the transaction amount and time and we will investigate immediately.
Try searching for your bank by its full name or parent group name — some banks appear under their group rather than their individual brand. If your bank is genuinely not supported by our open banking provider, please contact support and we will note this feedback.
Yes — winnings from free bonuses (bonuses credited without a deposit) are subject to a maximum withdrawal cap of €100. Any winnings above this amount are removed when the withdrawal is processed; this cap is stated in the terms of all free bonus offers. Winnings generated from your own deposited funds are not subject to this cap.
Common reasons a bonus may be removed:
- You made a withdrawal request before completing the wagering requirement
- The bonus expired before the wagering requirement was completed
- The bonus terms were breached (for example, playing excluded games)
If you believe your bonus was removed in error, please contact our support team with your bonus details and we will investigate.
Please reach out — help is available and you are not alone. You can also contact our support team at any time and we will help you set limits, take a break, or self-exclude. Free, confidential support is available from:
- Stödlinjen (Sweden): 020-819 100 — free, 24/7, in Swedish
- GamCare: 0808 802 0133 — free, 24/7
- Gambling Therapy: gamblingtherapy.org — online chat, multiple languages
- Anonyma Spelare (Sweden): anonymaspelare.se
Try the following steps, and if the issue persists let us know which game and browser you are using:
- Hard refresh your browser (Ctrl+F5 on Windows, Cmd+Shift+R on Mac)
- Clear your browser cache and cookies
- Try a different browser — Chrome or Firefox work best
- Disable any VPN or ad-blocker, as these can interfere with the platform
- Try on a different device or network
If you are not satisfied with our service, please contact us at [email protected] with the subject line 'Formal Complaint'. We will acknowledge your complaint within 24 hours and aim to resolve it within 10 business days. If your complaint is not resolved to your satisfaction through our internal process, you may escalate it to our independent dispute resolution provider, EGIS, at egis-adr.com.
Still have questions?
Contact our support team anytime.