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

  If you cannot authenticate, there are several possible reasons. - If you use ItsMe, make sure your credentials on your application are up to date. - If you take p...

• 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 doc...

• 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 docum...

• Authentication mandatory from 1 May 2025

  From 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:   ...

• I can’t log into my account. Why?

  If you can no longer log in to your FamilyGameOnline account, there are several possible reasons:   • You have entered the wrong password several times. For your ...

• 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?

  Has your account been suspended and you don’t understand why? There are many reasons why this could be the case. For example, your account may be being verified. ...

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

  If you want to delete your account, you can contact us using the contact form. Please include the reason why you are asking to delete your account. Are you no lon...

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

  If you have activated a 6-month self-exclusion on our website, you must wait until the end of this period to be able to log back in. Once the deadline has passed,...

• 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’m not able to make a deposit. What should I do?

  If you aren't able to make a deposit, there are several possible reasons:   • Your balance is insufficient: recharge your card and try again • You have made an er...

• How do I change my limits?

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

• 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 refused by HiPay. Why? Who should I speak to?

  If you try to make a deposit, but your transaction is refused by HiPay or if you encounter a problem with the HiPay payment page, there are several possible reaso...

• 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...

• 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 yo...

• Do my chances of winning Family Game Online Jackpots depend on the amount I stake?

  Not at all. All players that stake, no matter the amount, have the same chances of winning. You could bet 0.01€ and win the Jackpot of several thousand euros!

• 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’...

• 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?

  If you aren't able to take part in a tournament, there a several possible reasons:   • You have insufficient funds. Make a deposit, then try again. • You have act...

• 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 ga...

• 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...