Deposits and withdrawals
Deposits
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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 date, etc.). Correct them if n...
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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 your account settings. If yo...
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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 note than our teams save all you...
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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: • Your balance is insufficient:...
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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. Within 72 working hours, they wil...
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I would like to know the total of my deposits and withdrawals. How can I do that?
To get a summary of your deposits and withdrawals, please contact our customer service. Our teams will then be able to provide you with the total amount you have deposited and withdrawn from y...
Withdrawals
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I can't enter my BIC code when making a withdrawal. What should I do?
What is a BIC code?The BIC code is a unique code for each bank that allows it to be recognized worldwide. Are you unable to enter your BIC code?It is possible that a technical issue is prevent...
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I have been asked to send documents to authenticate my account. Can I send them securely?
Of course! Authenticating your account is a legal obligation dictated by the Belgian Gaming Commission. As a 100% legal website, Familygameonline places great importance on respecting the priv...
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How can I withdraw money on Familygameonline?
To make a withdrawal on our site, it's very simple! In your account, go to the "Withdrawal" tab and follow the instructions displayed on your screen. Our site offers : Withdrawal by bank trans...
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Not all of my credit is withdrawable. What should I do?
You may still have bonus credit on your account corresponding to a Playthrough that you were unable to complete when the various bonuses were still available on our platform. The residual bonu...
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What is the timeframe to receive my withdrawal?
Processing TimeTwo types of withdrawals are available:Standard Withdrawal:available for amounts between €10 and €25,000,processed within a timeframe of up to 2 business daysFast Withdrawal:ava...
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Do I have to pay tax on my winnings?
No, you don’t have to pay any tax on the amounts you win by playing at Familygameonline. For more information about tax on games of chance, go to the Belgian Gaming Commission website.