Account Fugu
Your account is the control center for everything: profile data, verification status, bonuses, balances, transaction history, and security checks. Most “stuck” situations (withdrawal pending, bonus not counting, deposit not credited) are solved faster when your profile is accurate, your limits are understood, and you send support the right evidence from the start.
Quick navigation: Verification, Bonuses, Withdrawals, Payment Methods, VIP, Support, Privacy Policy, Terms and Conditions, Responsible Gambling.
Account Dashboard: What You Can Manage Here
| Section | What You Do | Why It Matters |
|---|---|---|
| Profile | Update your personal details and contacts | Reduces verification delays and payout issues |
| Verification (KYC) | Upload documents and track review status | Required for larger withdrawals and higher deposit totals |
| Bonuses | Activate, track wagering, cancel a bonus if needed | Prevents rule breaks (max bet, roulette restrictions) |
| Balances | See cash vs bonus balance and how they behave | Explains why wagering and withdrawals can differ |
| History | Review deposits, withdrawals, and session activity | Helps resolve disputes and support tickets quickly |
Profile Details: Keep Them Accurate
Use your account profile to keep your personal details consistent and up to date. Even small mismatches (name spelling, address format, outdated phone) can trigger extra checks or slow down withdrawals.
- Use your real name and current address.
- Keep the same contact details you use for account access.
- Do not use other people’s payment methods (third-party payments are prohibited).
One Person – One Account
The platform applies a strict “one person, one account” rule. Duplicate or linked accounts can lead to restrictions, canceled transactions, and confiscation of bonuses or winnings.
| Duplicate Signal | What Can Match | Risk |
|---|---|---|
| Identity | Same name or personal details | Account closure, voided transactions |
| Household | Same living address | Limits, verification blocks |
| Device/Network | Same IP, device fingerprint, repeated patterns | Duplicate detection during withdrawals |
| Payments | Same card/wallet details across accounts | Withdrawal delays or refusal |
Security Signals: IP, Proxies, And Account Protection
Security monitoring may check technical signals at registration and again when you request withdrawals. Using proxies, anonymizers, or suspicious network patterns can trigger additional checks.
- Avoid VPN/proxy/anonymizer tools when you log in and withdraw.
- Use a strong password and do not reuse it across websites.
- Log out on shared devices and do not save passwords in public browsers.
Verification (KYC): Triggers You Should Know
Verification can be requested at any time, but common triggers are based on withdrawal amount and total deposits.
| Trigger | Threshold | What It Usually Means |
|---|---|---|
| Withdrawal amount | ≥ 1,250 EUR | Identity verification can be required |
| Total deposits | ≥ 2,000 EUR | Base verification can be required |
| Total deposits | ≥ 10,000 EUR | Source of funds may be requested |
KYC Deadlines And Review Time
| Step | Timeframe | What You Should Do |
|---|---|---|
| Document submission | 10 days | Send the full document pack after the request |
| Review after full pack | Up to 10 days | Wait for the compliance review outcome |
| Refusal to verify | 30 days | Can lead to final account closure |
What Documents May Be Requested
Typical KYC requests can include identity, address confirmation, and payment method proof. Provide clear photos/scans and make sure every detail is readable.
Proof Of Address
- Utility bill or similar document not older than 3 months.
Card Proof (If You Deposited By Card)
- Front side: first 6 digits + cardholder name visible, other digits covered.
- Back side: last 4 digits visible, CVV/CVC fully hidden.
Extra Identity Confirmation
In some cases, additional confirmation can be requested (for example, a call or a recording) to prove account ownership.
Bonuses In Your Account: Rules That Prevent Mistakes
Bonus rules apply inside your account while a bonus is active. The numbers below are the most common reasons people lose bonuses or get wagering reset.
| Rule | Number | What To Do |
|---|---|---|
| Active bonuses | Only 1 at a time | Finish or cancel the current bonus before activating another |
| Max bet during wagering | 5 EUR (Finland: 3 EUR) | Stay at or below the cap until wagering is complete |
| No-deposit cashout cap | 10x the bonus amount | Expect a cap even if winnings are higher |
| Game contribution | Slots 100% / Live+table 5% / Other 0% | Use slots to move wagering; avoid non-counting games |
| Roulette during bonus wagering | Not allowed | Do not use roulette while wagering bonus funds |
Canceling A Bonus From Your Profile
If you decide you don’t want to follow wagering rules, you can cancel a bonus from your profile at any time. This can be useful if you want to focus on withdrawals and avoid max-bet restrictions while a bonus is active.
Social Media Bonuses (If You Use Them)
Some social media bonuses can have limits such as “only 1 per month” and may require a deposit condition like ≥ 250 EUR in the previous 30 days.
Cash Balance vs Bonus Balance
Some bonus mechanics use a split-balance approach: your cash balance and your bonus balance can be treated separately. This affects what you can withdraw and how wagering is calculated.
| Balance Type | What It Is | Key Detail |
|---|---|---|
| Cash balance | Your deposit funds and cash winnings | Often used first for wagering in certain bonus types |
| Bonus balance | Bonus funds or winnings credited under bonus rules | May be locked until wagering or unlock conditions are met |
Auto-Switch Thresholds (Provider-Dependent)
When an “active” balance drops below a certain minimum stake threshold, the system can switch how bets are funded. Thresholds can depend on the game provider.
| Provider Group (Examples) | Min Stake Threshold | Notes |
|---|---|---|
| Examples: Pragmatic Play, 3oaks, Nolimit | 0.2 EUR | Auto-switch can apply when the active balance drops below the threshold |
| Examples: Relax, NetEnt, Amusnet Interactive, Push Gaming | 0.1 EUR | Lower threshold for switching |
| Other providers | 0.1 EUR (default) | Default rule if a provider has no separate threshold |
Important: if your bonus balance drops below the threshold, the bonus can be treated as lost and may be voided.
Bonus Types You May See In Account History
Different bonus types can behave very differently. Here are the most practical examples you’ll see inside your account balance/history.
Real Wager Bonus (Example With Numbers)
- Bonus is credited directly to the cash balance.
- You can withdraw the difference between your current balance and the bonus amount before wagering is completed.
Example: Bonus = 10 EUR, current balance = 15 EUR. You can withdraw 5 EUR (15 − 10). The remaining 10 EUR stays locked until wagering is completed.
Unlock Wager Bonus (Unlock Condition + Counting)
- Bonus stays locked until the unlock condition is met: 5x deposit.
- Counting example: slots and live casino can count 100%, table games can count 20%.
- Instant games: can count 100% only if odds are ≥ 1.3x or if the bet is lost.
- If you withdraw before the bonus is unlocked, the bonus can be voided.
Wager Win Bonus (Wagering Based On Winnings)
In this type, wagering is based on the amount of winnings, not just stakes. The requirement can be: winnings = bonus × multiplier.
Example: bonus 50 EUR with a 5x multiplier requires 250 EUR total winnings to complete wagering. A win of 90 EUR completes 36% (90/250), then another win of 60 EUR completes 60% (150/250), then 100 EUR completes 100% (250/250).
Turnover And Fees That Can Affect Account Actions
Your account actions (especially withdrawals) can be affected by deposit turnover rules and fees:
- Deposit turnover before withdrawal can be required (depending on region and risk patterns).
- An early withdrawal fee of 10% can apply if you withdraw before required turnover is completed.
- If wagering is treated as “risk-free” or abusive, sanctions can apply (including fees up to 25% or turnover increased up to 3x).
System Errors And Disputes: Server Records Have Priority
If what you see on your screen differs from the platform’s server records, the server records have priority. Report software errors immediately and do not attempt to use glitches or inconsistencies to your advantage.
Support And Privacy Contacts
If you contact support, include the basics from your account history to reduce back-and-forth: account email/phone, date/time, amount, payment reference/TXID (if available), screenshots, exact error text, and your device/browser.
| Topic | Contact | What It’s For |
|---|---|---|
| Account, payments, withdrawals, bonuses, KYC | [email protected] | General support and issue resolution |
| Privacy requests (DPO) | [email protected] | Access/deletion requests and privacy complaints |
DPO note: for requests to the DPO, you may be required to attach a passport copy to verify your identity.
Data Retention, Cookies, And Security Basics
- Transaction records retention: stored for at least 5 years after the relationship ends for AML/CFT purposes.
- Cookies: used for functionality; deleting cookies can limit access to some features.
- Connection security: the website references 128-bit SSL encryption to protect data in transit.
FAQ
What Are The Most Common KYC Triggers?
Common triggers include withdrawals of 1,250 EUR or more, total deposits of 2,000 EUR or more, and source-of-funds checks at 10,000 EUR total deposits.
How Long Do I Have To Submit Documents?
Once documents are requested, you typically have 10 days to submit them. Review can take up to 10 days after the full pack is received.
What Happens If I Refuse Verification?
If you refuse verification for 30 days, the account can be finally closed.
Can I Have More Than One Active Bonus?
No. Only one bonus can be active on the account at a time.
What Is The Max Bet During Bonus Wagering?
The max bet is 5 EUR per bet (for Finland: 3 EUR) while wagering bonus funds.
Why Doesn’t My Wagering Progress Move?
Because contribution rates differ: slots can count 100%, live/table can count 5%, and other games can count 0%. Choosing low-contribution games slows wagering.
Can I Cancel A Bonus In My Profile?
Yes. Bonus cancellation can be available in your profile at any time, which can help if you want to avoid wagering restrictions.
Why Is Roulette A Problem During Bonus Wagering?
Roulette is prohibited for bonus wagering, so using it while a bonus is active can trigger restrictions or bonus sanctions.
Why Do I See Cash Balance And Bonus Balance?
Some bonus types use split balances. The cash and bonus balances can follow different rules, which affects withdrawals and wagering.
What Does The 0.1/0.2 EUR Threshold Mean?
It is a provider-dependent minimum stake threshold used for balance auto-switch rules. If your bonus balance drops below the threshold, the bonus can be treated as lost and voided.
What Should I Send To Support For A Fast Fix?
Send your account email/phone, date/time, amount, payment reference/TXID (if available), screenshots, exact error text, and your device/browser details.
How Long Are Records Stored After Account Closure?
Transaction records can be stored for at least 5 years after the relationship ends for AML/CFT purposes.