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We have a huge variety of offers that are constantly renewed, from 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.

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.

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

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. Please make sure to always deposit through the Daily Pick, or use the required bonus code, to be eligible for the offer.

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.

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.

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.

"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.

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.

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!

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.

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

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

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.

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.

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

There may be cases where we are unable to send funds through your chosen method. In such cases, we will contact you for an alternative option.

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 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.

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

Any limitation that has been placed on an account will affect all accounts under 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 in order to verify the accounts. In order to have an uninterrupted gaming experience, we suggest uploading these, which can be done in the side menu: Cashier - Account Settings - Upload Documents.

Please make sure that the documents size is not too big. You can also try clearing the cookies and cache and try to upload them from a different browser/device. 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. An other 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.

There are many different slots machines but in general, they all share the same basic concept.

You select a bet amount which is usually made up of a ‘coin value, or denomination’ and each time you spin the slots machine your bet amount is reduced from your bankroll. On some slots there is also the opportunity to select the number of lines you want to play, although this is becoming less common with new games.

After pressing ‘spin’ (or bet, or play…depending on the machine) the reels will spin and you will be presented with a result and you will win if the symbols line up correctly on a payline.

The paylines are most commonly from left to right, but some are from right to left and some are both!

There are also certain symbols (usually called ‘Scatters’) which don’t have to appear on a specific payline in order to grant a prize or a special feature.

On the paytable of the particular slot there will be information of how much you can win per when the symbols line up for you. The more of the same symbol line up, the bigger the prize.

The prize is usually a multiplication of your bet.

Most modern slot machines have special features like bonus games and free spin games which are triggered when certain symbols land after you spin.

Each Slot Machine has it’s own specific rules and payout table, which can be found after opening the game.

Blackjack is a card game in which players take on the dealer. In a nutshell, the aim of the game is to beat the dealer’s hand without going over 21.

Face cards are all worth 10, while Aces can be 1 or 11, whichever makes for a better hand.

Each player starts with two cards but one of the dealer’s remains hidden until the end of the game. On your turn you can ask for another card by saying ‘hit’. Saying ‘stand’ ends your turn, keeping your total as it is.

If your hand goes over 21 you go bust and the dealer wins, regardless of their own hand. And if you’re lucky enough to be dealt 21 from the start (by getting an Ace and a 10), that’s known as a Blackjack. Depending on the casino, getting a Blackjack usually means you win 1.5x your stake.

The dealer will hit until their cards total 17 or higher. You can choose to double, which is basically a hit except the bet is doubled and you get just one more card.

If you get two of the same card, you can split – this means that the pair is divided into two hands. Splitting doubles the bet as each new hand is worth the original bet. But you can only double or split on the first move, or the first move of a hand created by a split.

Also, you can’t play on two aces after they are split. If you double on a hand resulting from a split, you triple or quadruple your bet.

Each game of Blackjack has it own specific rules page which are available after opening the game.

Roulette is a game that can be played against a live dealer, or against a virtual dealer using a random number generator.

The rules of roulette are quite straightforward. In this game, you have a wheel that features red and black slots that have the numbers from 1 to 36 on them, and one or two green zero slots – depending on whether you’re playing European single zero roulette or American double zero roulette. Except for the wheel, you have a table which also features the numbers and several additional sectors on which you can place bets.

After all the participants in the game have placed their bets on the table, the dealer spins the wheel and throws in a small ball. Whichever is the number of the slot the ball lands in is the winning number. If you have bet on that number or on a group of numbers that contain it, then you’ll get a payout.

You can bet on a single number or on different groups of numbers. There are many betting combinations all of which bring you different odds for winning and different payouts.

Each game of Roulette has it’s own specific rules page which are available after opening the game.

You can find all the information about our Complaints Procedure in section 20 of the Terms and Conditions. If you want to file a complaint or claim, please access that page to see the instructions, as well as our obligations in this regard.