Frequently Asked Questions — Pingwin Casino
1. Registration and Login
How to register?
Click the «Registration» button on the website. Enter your email (or phone number) and password — at least 8 characters.
You can also register via Google or Telegram — in one click.
I registered, but did not receive an email confirmation.
Check your «Spam» folder. If there is no email — go to your profile and click «Resend email».
If this does not help — contact support.
Forgot password. What to do?
On the login page, click «Forgot password». Enter the email or phone number you used during registration.
You will receive an email or SMS with a code to create a new password. The minimum length of the new password — 8 characters.
I can't log in — it says «account blocked».
Your account has been blocked for violating the service rules.
Contact support, indicate the reason for contacting and your email.
It says that the email is already taken.
An account with this email already exists. Try to recover your password via «Forgot password».
2. Balance and Wallet
How to top up my balance?
Go to the «Wallet» → «Top-up» section. Choose a convenient payment method, enter the amount and follow
the instructions. The money is credited automatically after confirmation from the payment system.
I topped up my account, but the money did not arrive.
Funds are usually credited instantly. If more than 15 minutes have passed — check the status in the transaction history
in your profile:
- verification or pending — the payment is still being processed;
- error — the payment failed. Contact support with the transaction ID.
How long does it take to top up?
- Most methods — instantly;
- Bank transfers — up to 1 business day;
- Cryptocurrency — from 15 to 60 minutes, depending on the blockchain load.
How to withdraw money?
Go to «Wallet» → «Withdrawal». Choose a method, enter the details and amount. The request is submitted for processing.
Why can't I withdraw the entire amount?
The amount of the last deposit that has not yet been wagered is deducted from the available balance:
- the amount of the last deposit that has not yet been wagered;
- the amounts of current pending requests.
In addition, withdrawal may be limited with an active bonus.
How long does the withdrawal take?
After the application is approved:
- Cards — usually a few minutes, in rare cases 1–2 business days (depending on the bank);
- Electronic wallets — usually a few minutes;
- Cryptocurrency — from a few minutes to several hours.
The application approval time depends on the service's operating mode.
Why was my withdrawal request canceled?
Possible reasons:
- You lost money in the game, and the balance fell below the amount of the request — the system automatically canceled it;
- The request was rejected by the administrator — contact support.
3. Bonuses
Where can I find available bonuses?
The «Bonuses» section in the website menu. All offers available to you are displayed there.
How to activate a bonus?
- Deposit bonus: select it when making a deposit.
- No deposit bonus: click «Activate» in the «Bonuses» section.
What is a wager (playthrough)?
A wager is a condition that must be met to turn bonus money into real money.
For example, a wager of ×30 means that you need to bet an amount equal to 30 times the bonus amount,
in the allowed games.
Why are not all games available with an active bonus?
The bonus wagering is counted only in certain games. The list of allowed games is indicated
in the bonus conditions and is displayed in the information about the active bonus on the website.
The bonus burned out on its own.
The bonus has an expiration date. If you did not complete the wagering on time — the bonus will be canceled.
The bonus also burns out when creating a withdrawal request.
Can I have two bonuses at the same time?
No. Only one bonus can be active at a time.
How to cancel an active bonus?
There is an «Cancel» button in the information about the active bonus.
Attention: when canceling, the bonus balance is lost irretrievably.
What is cashback?
Cashback is a weekly return of a portion of the loss. Once a week, the system calculates the amount and
makes it available. Go to the cashback section and click «Get».
The cashback percentage depends on your VIP level:
- Bronze — 5%;
- Silver — 10%;
- Gold — 15%;
- Platinum — 20%.
Additional cashback can be obtained through the Store, Bonus Wheel or promotions — it is added
to the base and can give up to 35%.
I was not credited with free spins after verification. Why?
After confirming your phone and/or email, the system automatically opens access to a no deposit
free spins bonus. Find it in the «Bonuses» section and click «Activate».
Are there daily promotions?
Yes. New offers appear every day in the «Bonuses» section. Also, don't forget
to spin the Bonus Wheel.
4. Promo Codes
Where to enter a promo code?
- When registering — in the «Activation code» field.
- Already registered — in the «Promo codes» section in your profile.
The promo code does not work.
Check:
- the correctness of the code;
- expiration date (codes are limited in time);
- whether the code has already been used by you before;
- whether the limit of code uses has been exhausted.
5. VIP Program
What is a VIP program?
A system of 4 levels, each of which gives more privileges: increased cashback
(5% → 10% → 15% → 20%) and more store points. The level grows as you accumulate
loyalty points for real bets. Progress can be seen on the «Status» page.
How are points accumulated?
Points are awarded automatically for every real bet in the game.
Bonus bets are not taken into account.
What are store points?
A separate type of points that can be spent in the bonus store to purchase free spins,
bonuses and other goods.
6. Games
The game does not open.
Some games are not available for all currencies — try changing the currency in the Wallet on the «Balance» tab.
Some providers also have restrictions for certain countries.
Additionally, try:
- allowing pop-ups in your browser;
- refreshing the page;
- clearing your browser's cache;
- trying another browser.
If the problem persists — contact support.
Can I play for free?
Yes, most games are available in demo mode without registration.
7. Verification
Why do I need verification?
Identity verification (KYC) is required in some countries to confirm age (18+)
and protect your account. If we have not requested verification — it is not required in your country.
What documents are needed?
Usually a photo of a passport or other identity document and a selfie are required.
How long does verification take?
Usually up to 24–48 hours after uploading documents.
8. Technical Issues
The site does not work / loads slowly.
Try clearing your browser's cache or using another browser or device.
If the problem persists — write to technical support.
How to install the application?
There is a «Install application» section on the website or in your profile. Follow the instructions for your
device: the application is installed as an APK (Android) or PWA (iOS) directly from the browser.
I don't receive notifications in my browser.
Make sure you have allowed notifications for the site in your browser settings. On mobile devices —
in the system notification settings.