Deposits and withdrawals
Deposits
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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 error in your details (card numb...
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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 limits You can change your personal limits at any time from your account settings. ...
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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 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 reasons: • Your balance is insuff...
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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, t...
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I can’t find my deposit in my history. How can I know if it has been successfully completed?
If your deposit doesn’t appear in your history, it is likely that an error occurred during your transaction. Please note than our teams save all your deposit attempts. Has the deposit amount...
Withdrawals
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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 pr...
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What is the minimum and maximum amount I can withdraw?
The minimum and maximum withdrawal amount depends on the payment method you choose: • Withdrawal by bank transfer: €10 minimum and €25,000 maximum • Quick withdrawal by bank transfer : €10 m...
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How can I withdraw money at Familygameonline?
Making a withdrawal at Familygameonline is really simple! In your account, go to the “Withdrawal” tab and follow the instructions shown on your screen. Our website offers several payment metho...
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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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I made an online withdrawal request. How long will it be before the money is available in my bank account?
Withdrawal requests are usually processed within 24 hours by our team. Once your request has been validated, you will immediately receive the amount on your bank account. When a withdrawal i...
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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.