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• I haven't been able to authenticate myself. What should I do?

  If you are unable to authenticate, here are the checks to perform depending on your situation: You are using ItsMeMake sure your data in the ItsMe app is up to da...

• How do I use Itsme to authenticate my account?

  Authenticating yourself on our site couldn't be easier! You have several choices: - authenticate with ITSme;- authenticate by taking a few photos of your document...

• How do I authenticate my account using the ‘Take photos’ option?

  Authenticating on our site couldn't be easier!Several options are available:- Authenticating with ItsMe;- Authenticating by taking several photos of your document...

• Authentication mandatory since 1 May 2025

  Since 01/05/2025, new rules require you to be verified in order to play on your account. Therefore, a message may appear on your account for a few weeks now:  Res...

• I can’t log into my account. Why?

  If you can no longer log into your account, several reasons are possible: 1. Did you forget your password?If you have entered the wrong password several times, yo...

• I'm not able to register at FamilyGameOnline. What should I do?

  If you aren’t able to register, you might already have a FamilyGameOnline account? As a 100% legal website certified by the Belgian Gaming Commission, we place gr...

• How can I register at FamilyGameOnline?

  Registering at FamilyGameOnline is easy! Simply click on the “Register” button. Then, fill in your details (first name, last name, email address, etc.), choose a ...

• My account has been suspended. What should I do?

  If your account has been suspended, several reasons may explain it. In some cases, your account may simply be under review by our teams.Here are the most common r...

• I want to delete my account. How do I do that?

  To request the closure of your account, you can contact us via: the contact form via our email address support@familygameonline.be.  We invite you to specify the ...

• I would like to cancel my self-exclusion. Is it possible?

  It depends on the type of exclusion you have set up. Did you set up a 6-month exclusion or a gaming break? You must wait until this period ends before you can log...

• I would like to change the email address linked to my account. How can I do it?

  If you want to change the email address linked to your Family Game account, please contact our customer service via the contact form. You will need to provide:  ·...

• I can't make a deposit. What should I do?

  If your deposit is declined, you can check the following points: Check your payment informationMake sure the entered details are correct (card number, expiration ...

• How do I change my limits?

  There are two types of limits at Family Game Online: personal limits and the default limit. Personal limitsYou can change your personal limits at any time from yo...

• My deposit has been ongoing for more than 10 minutes. What should I do?

  If your deposit has been ongoing for more than 10 minutes, it is possible that an error has occurred during your transaction and that it has not worked. Please no...

• My transaction was declined. Why? Who should I contact?

  If you are trying to make a deposit but your transaction is declined or you are experiencing an issue with the payment page, there are several possible reasons: •...

• I would like to turn off my legal limit, is that possible?

  Yes.To do this, go to your account settings and click on the "remove limit" button:   Your request will automatically be forwarded to the Gambling Commission. Wit...

• What is the difference between the REAL MONEY mode and a PLAY MONEY DEMO?

  When you play in REAL MONEY mode, you play with real money which you have deposited on your account. In this gaming mode you can withdraw your winnings. When you ...

• Do my chances of winning the Platform Jackpots depend on the amounts I bet?

  Not at all. All players who place bets, regardless of the amount, have the same chances of winning. You could place a bet of €0.01 and win the Big Drop Jackpot wo...

• What is a “Rebuy” and an “Add-on”?

  A Rebuy allows you to start a new game to get onto the leaderboard again. An Add-on allows you to buy time or game credit. This can be interesting if you haven’t ...

• I’ve won a tournament! When will I receive my winnings?

  Well done! Your winnings are automatically credited to your account 10 to 30 minutes after the end of a tournament. If you have won a prize, this will be sent to ...

• I’m not able to take part in a tournament. What should I do?

  Als het je niet lukt om aan een toernooi mee te doen, zijn daar meerdere redenen voor mogelijk: • Je saldo is niet toereikend. Voer een storting uit en probeer he...

• I would to like to ban myself from gaming. How do I do it?

  Do you feel the need to stop playing permanently? You can ban yourself from gaming by following the instructions available on the Gaming Commission website. A gam...

• What should I do if I’m addicted to gambling?

  Family Game Online applies a Responsible Gaming policy. Gaming must remain fun and be seen as a source of entertainment. If you believe that you are addicted to g...

• Is my money safe on Family Game Online.be?

  Yes. Contrary to illegal websites, which often operate in tax haven countries beyond any control, Family Game Online.be respects the Belgian legislation. The webs...

• What is the default weekly limit?

  As of 20 October 2022, Belgian regulations require a default limit of €200 per week. This amount is fixed and applies to the last 7 days, just like a personal wee...

• I have turned off my default limit, but I can no longer deposit?

  One of your personal deposit limits may have been reached. Check in your account settings or via the deposit tab.

• My request to turn off the default limit has been denied and I don't understand why?

  If the Gaming Commission has refused your request for the limit to be turned off, it is because you are listed as being in default of payment in the file of the C...