Getting Started

Who can play bingo online at ThePalaces.com?
To become a member of ThePalaces.com Online Bingo and Casino and to play our games you must be over the age of 18 and in a jurisdiction where it is legal to gamble online.  If the age limit or rules within your jurisdiction are different from the UK then you must abide by these rules also.  You may not register or play online at ThePalaces.com if you are a resident of the USA or Turkey.

Is your site safe and secure?
Yes!  Our website is hosted and licenced in the UK under strict rules governed by the UK Gaming Commission who constantly check the integrity and security of our website.  The UK is the strictest jurisdiction for online gaming in the world and so you can be sure that we are fully regulated.  Our servers are held in secure hosting facilities and we use SSL encryption to secure your personal data.

How do I register?
Registration is easy and takes just a few minutes!  Just click on the PLAY NOW button on the homepage and you will be taken to a registration screen.  Here you will need to choose an alias which is sort of an online nickname or screen name that will be displayed rather than your real name in the bingo games and chat rooms.  You will also need to choose a password and enter some personal information such as your full name and address so that we can create an account for you.  It is important that you complete all of the boxes on the form as fully as you can.

What is an alias?
An alias is a sort of an online nickname or screen name that will be displayed when you win a bingo game or are in a chat room rather than disclosing your real name.  We will never disclose your real name or other details to other bingo players on the site.

What is a Referral ID?
If you were referred to our site by a friend or bingo buddy then we ask that you enter their account number in the referral ID box.  There account number will begin with PAL and be followed by several numbers.  Entering a referral ID is not compulsory but, from time to time, we offer bonuses to bingo players who refer their friends and this is how we keep track of it.   Don’t forget to give your ID to any friends that you refer!

Can I have more than one account?
NO, players may only have one account.  Our system automatically detects attempts to create duplicate accounts and disables them.  If a second account is successfully created all games performed by that second account become invalid therefore any winnings or bonuses on that account will be null and void and any stake will be returned.

What happens next?
Once you have completed the form and pressed submit an account will automatically be set up for you and you can begin playing straight away.  You will be able to log in from the home page by typing in the alias and password that you selected.  You will also receive an email from us with your account details on, please ensure that you do not disclose any of the details to anyone else.  If you do not get this email then it may have accidentally fallen into your spam filter.  To avoid this please add email@thepalaces.com to your address book.

What if I have problems registering?
Don’t worry if you have a problem registering, our staff will be there to help you.  By visiting the Contact Us page you will be able to chat to a staff member live or find our number so that you can call us. We also have an email support team that can be contacted via helpdesk@thepalaces.com

What to do once I have logged in.
Once you have logged in you can wander around and have a look at the bingo and casino games that we have on offer.  If you need any assistance at this point then please feel visit the Contact Us page where you will be able to text chat live to one our staff or get information on how to call or email us for assistance.

Will I receive a bonus for registering?
We offer a fantastic bonus scheme to new players when they make their first deposit.  Once we have verified your account you will start to receive your £150 signup bonus which will consist of 30 daily bonuses of £5 each for you to spend on bingo.  These bonuses will automatically be credited to your bingo account.  You will receive the next day’s bonus only when you have played with the previous day’s bonus.  Once you have received all 30 of the bonuses the daily amount will stop and you will switch to the ongoing bonus scheme.  Please note that you can have only one account at ThePalaces.com and any attempt to set up duplicate accounts will result in account closure and bonuses on all associated accounts being stopped.

Will I receive ongoing bonuses?
Yes, in addition to the first deposit bonus you will also receive bonuses on future deposits and we are always running additional games and promotions where bonuses can be won.  Extra bonuses are also available by playing games with our chat hosts in the bingo chat rooms.

What games do you offer?
We offer a whole range of the latest online bingo and casino games.  Most of our UK players will be very familiar with the 90 number bingo games which are played in the same style as our land based bingo clubs with one line, two lines and full house prizes.  There are also chat games and mini games which are available within the bingo games and can be played at the same time.  We also offer 75 number bingo and will be introducing 80 number bingo as soon as we can.  Our selection of casino games includes Blackjack, Roulette, Table Poker, Keno, Video Poker and Slots among others, we also have lottery and other feature games!

What percentage of wagers are paid out as prizes?
We are confident that we offer the best percentage payout of any online bingo or casino on the internet! Since we opened the site under the new UK Gambling Commission remote licencing in September 2007 we have had a payout percentge of 95% on our bingo games! Our Casino games pay out a minimum of 93%.

Money Matters

What methods of payment do you accept?
We accept most major UK Credit and Debit cards to make deposits online and you can also make deposits at any of our UK land based clubs which will then be credited to your account.  We do not accept PayPay, Neteller, Western Union or other online payment gateways at this time.

How do I make a deposit?
Making a deposit to your bingo account online is easy.  Just select Deposit from the My Account section which will then lead you through the process.  You will need to enter your credit or debit card details including the security code.  These details will then be encrypted and processed by our bank, your account will be credited immediately.  Note:  You must deposit using a credit card in your own name and at the address registered with our site otherwise this will cause the payment to be rejected by the bank and no funds will be credited to your account.

Can I use someone else’s card?
No.  Unfortunately you must make all deposits using a card in your own name in order that we can prove your identity.  Using someone else’s card is in breach of site rules and will be automatically rejected by our banking system.  Payments made to your account through one of our land based clubs must be accompanied by photo ID.

Are payments secure?
All transactions containing personal and banking information are processed securely.  We use Secure Socket Layer (SSL) technology to encrypt the data that is sent from your computer to our system and also for any communication with the banks secure server. We never store your card security code, you must enter this every time that you make a deposit.

My deposit was rejected, why?
Your deposit may have been rejected for a number of reasons.  Please make sure that you are using a card in your own name and at the address registered on our site.  Check that you have typed in all of the card details correctly including the security code, for your security, without this we cannot process the transaction.  Your payment may also have been rejected if it has been reported lost or stolen or if the banks has rejected it,  you may need to contact the bank directly if this is the case. We run a complex risk protection system to increase your security.

How can I request a payout?
You can request a payout at any time by making a withdrawal through the My Account menu.

How long does a payout take?
This can vary depending on the bank but most withdrawals will appear back on your card within approximately 72 hours, excluding weekend banking hours.  However, 7 days must be allowed for all withdrawals before the accounts team are able to chase it up.

Are there any restrictions on withdrawals?
The minimum amount that you can withdraw is £20, if you request a withdrawal for a smaller amount the request will be rejected and the funds will be returned to your account. Also, you may not make a withdrawal unless you have previously deposited on the site. As per the site rules, you may also not withdraw deposits from the site unless you are closing the account - withdrawals must be made from your winnings and not simply from money that you have deposited in order to get bonuses.

How will I receive payment?
Payment will normally be made back to the card from which the payment was made. 

What if my card was lost or stolen or I closed the account?
If the card has been lost or stolen since the deposit was made the bank will still process the payment back to you.  If you have closed the account then the bank should still refund the money to you.  We would not normally make payment via other methods apart from in exceptional circumstances.  You may receive the payment at one of our land based clubs, photo ID will be required.

Why can’t I withdraw bonuses from my account?
Bonus money is for playing bingo and cannot be withdrawn from your account, this is to prevent abuse of the bonus system.  Winnings gained by playing bingo with bonus money can be withdrawn.  Bonuses that have not yet been awarded will be cancelled if a withdrawal request is made.  See the bonus rules for a more detailed explanation.

Bonuses

Will I receive a bonus for registering?
We offer a fantastic bonus scheme to new players when they make their first deposit.  Once we have verified your account you will start to receive your £150 signup bonus which will consist of 30 daily bonuses of £5 each.  You will also receive ongoing bonuses for future deposits as well as for any games and promotions for which you are eligible.

How does the £150 new player bonus work?
When a new player makes their first deposit they will receive 30 individual £5 bonuses.  Each bonus will be paid providing the player has played on the previous day.  For example, if the £5 is awarded on day 1 and the player logs in a plays a game then another £5 will be awarded on day 2.  If the player does not play again until day 4 then no more £5 bonuses will be awarded until after that day so as to avoid bonus money simply accumulating in your account.  This will continue until you have received 30 individual £5 bonuses. This bonus can only be used to play bingo.

I can’t see the bonus on my account, why?
It may be that the bonus is still pending, this will be shown in your account statement.  When the bonus is awarded it will appear in your balance?

What is a ‘pending’ bonus?
When bonuses are applied to your account they initially become pending.  This is to prevent bonus abuse whereby a player credits their account purely to receive the bonus, they then play with just the bonus and withdraw their own funds. The bonus will move automatically from pending to awarded based on win / loss and wagering rules.  This means that once you have wagered a certain amount or lost a percentage of your deposit the bonus will automatically be awarded.

Why is pending bonus cancelled if I make a withdrawal?
If you make a withdrawal before a bonus moves from pending to awarded then it will be cancelled, this is to prevent bonus abuse.

Do I get a bonus for referring friends to the site?
From time-to-time we offer bonuses for bingo players recommending their friends and bingo buddies so be sure to give your friends your account number, starting with PAL, which they can enter on their registration form.

What are chat bonuses?
Chat bonuses are awarded by our chat hosts for winning games in the bingo chat room.  Regularly depositing players may be eligible for chat bonuses at any time but generally only those players who hold tickets in the bingo game in play at the time of the chat game will be able to receive chat bonuses.

I have stopped receiving bonuses, why?
All bonuses are awarded at the discretion of the management and may be stopped at any time.  This will normally only be the case if a player is found to have broken site rules, created multiple accounts or failed to qualify for a particular promotion.

Managing Your Account

Updating account details.
It is essential that you keep your account details up to date.  In order to comply with licencing and banking regulations you must provide us with valid and current information. Failure to do so may cause deposits to be rejected, payouts to be withheld or suspension of your account.

I have changed my name.
Name changes can only be made when supported by necessary legal documentation such as a marriage certificate.  If an account name is changed the account will automatically be suspended until the necessary documentation is provided.

Changing email address.
It is important that we have an up to date email address for you.  Forgotten passwords can only be reset by using a link sent to the email address that we have on our system.  When making a change to your password we ask that you add email@thepalaces.com to your address book to prevent important emails being accidentally caught in your spam filter.

Email broadcasts.
We respect your privacy.  If you wish to excluded from our email broadcast then this can be selected in your account options.  Please see our privacy statement.

My account has been disabled, why?
Accounts may be disabled if they have not been used for a period of time, this is for your security.  We may also disable accounts if a player breaks site rules or attempts to create duplicate accounts.  Please contact the support desk for an explanation if your account has been disabled.  The management reserves the right to disable accounts without warning and no explanation has to be given.

Complaints

How do I make a complaint?
We strongly believe that we offer the best value and most trusted online bingo site on the internet. We are UK owned and operated and our staff are all here in the UK working alongside our landbased Bingo and Casino operation so there are real people that you can talk to.

Our operation is run with the highest levels of honesty and integrity and under the strict guidance and control of Patrick Duffy, the Managing Directorm, who is always happy to talk to you if you ever have any problems. The site is licenced and regulated by the UK Gambling Commission and we welcome independent auditors if that is your preference.

If we fail to meet or exceed your expectations then we welcome your comments and we will do our best to correct the matter. Patrick reviews all comments and complaints personally so you can be sure that your concerns are being dealt with at the very highest level.

If you would like to make a complaint then you can call any of our telephone numbers listed on the contact page where one of our staff will be able to help or you can ask to speak with Patrick directly. He moves around our sites but if he is unable to take you call at that time then you can leave a message for him to call you back. You can also send us an email to complaints@thepalaces.com which will be directed to Patrick. Alternatively, you can complete our online complaints form which is also directed to Patrick.