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The Online Bingo Players’ Charter

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For more information on why we’ve started this charter and what we expect to do with it can be read in the introduction here. To contribute to it, you can contact us here or leave a comment below.

As online bingo players, we would like to recommend operators move towards the following blue print for how we would like to be treated as bingo players. For players to be aware, the best of those sites that comply with the charter can be found on our Hot List page. Those that don’t you can expect to see appearing on our Watch List page.

The Charter – 1st Draft July 2010

Free And Match Deposit Bonuses

  • Any deposit bonus give to a bingo player should be treated as cash – not as second tier bonus points or fake play which is tied into the site and will never be realised as cash winnings which can be withdrawn from the site.
  • Any money won on free money given by the site should be able to be withdrawn from the account, minus the amount of free money given to the player.
  • Any players given free money to try out a site should not be excluded from any area of the site that a normal member would be allowed.

Tickets And Pricing

  • If ticket prices rise substantially, then so should the prize money.
  • Ideally, ticket prices for a game are between 1p and 20p. 25p, 50p and £1 tickets should be kept for special jackpot games only.
  • The amount of tickets a player can purchase be should be kept low to encourage fair play and chances for players. 24 (4 strips of 6) for 90 ball games and the same for 75 ball games should be the limit. This allows for longer play and better chances and doesn’t encourage overspending by players.
  • Players should always get feedback on how much they are about to spend on a game. A confirmation dialogue will allow players to confirm that what they think they are about to spend is in fact what they are about to spend.


  • The minimum withdrawal level should be the same as the minimum deposit level.
  • Players should be allowed to withdrawal as often as they like, and certainly daily.
  • Withdrawals should be handled and actioned in a timely manner – if players can fund their account instantly, they should be able to withdraw money in the same way.

Banking And Identification

  • You shall not share out players details with other online bingo sites, even if players are considered dead.
  • If you require ID to pay out winnings, the time to take it is when players sign up and make their first deposit, not when they make their first large withdrawal of winnings. If you don’t require it for depositing, withdrawals should be the same.

Chat Rooms

  • Chat Moderators should be accountable should they ban a players from chat.
  • If players are expelled from chat, they should be sent a chat log of the discretion and an explanation of why they have been banned.

Closing Accounts

  • Companies should not be allowed to freeze a players assets without any kind of recompense or come back from the frozen player.
  • If a player chooses to close their account, companies should close them instantly and pay any money owing to the player.

Contact Bingo VG to contribute to the charter

Back to the Online Bingo Complaints index

17 Comments on “The Online Bingo Players’ Charter”

ruth Says:

i agree who can afford 96 tics it should be fairer then you would not see the same people winning time and time again an why should we have to wait 7 days for winnings

susan Says:

7 days? Been waiting 4 weeks for mine.

mary bartels Says:

You need to have a site that usa players can complain to as well. I’m having difficulty with withdrawals on websites that cater to usa players as well.
Please consider doing this

xwinx Says:

please be aware sing bingo. will close account if you play free bingo to much. they dont like paying out
niether, losed a lot of money on this site.even tho i sent id. still wont pay. there are 1000 of complaints about sing
same story, dont get robbed, close sing bingo down.

Asti Says:

Have had the same problem – all cassava accounts frozen due to playing free. When I signed up to the sites there were no rules regarding how many hours you could play. The terms and conditions I signed up for were completely different to the ones now and as I do not check to see if they have changed – which most people don’t! I cannot withdraw the money I have won! Technically I did not sign for the new rules! But due to the clause they have now put in i.e. they can change them at any time without informing players they say I cannot claim the money won, even though some of it is from playing slots which I have funded!!! I had various accounts with different bingo sites run by cassava and the money I won totalled about £700 won over a period of a year. Also on Foxy free there is nothing in the rules about how much free you can play! Silly me for now withdrawing as I won! Have been e-mailing them but have got nowhere. Seems very unfair!

churchmouse Says:

Rogers bingo. My daughter used my card with my full permission. This was accepted at registration. She won on slots and required ID, sent it in and they would not pay because she used my cards. I agree the terms and conditions should be clear, and that ID should be requested at registration not when you win and then say you’ve committed fraud and they wont pay out.

worried Says:

hi my hubby won 3000 on mirror bingo 1000 pending still and 2 thousand in balance which he was going to withdraw and when he tries to log in he cant says please try again later techinal difficulties this has been going on for several hours now does this mean hes been blocked and could loose his wins have emailed site but not heard back as yet

BingoGal Says:

Has he been able to log in to his account yet?



jodie Says:

heart bingo is really bad been playin on there for years an won nothin not even got over my 10 pound deposit players i wouldent wast your time its a bad site an i think someone needs to look in to it cuss its just not fair i feel like im just payin it to someone elses bank its not a fair site DONT DEPOSITE ON THERE YOU WILL BE ROBBED

BingoGal Says:

Hi Jodie

Sorry to hear you have had such a bad experience with Heart Bingo. Can we recommend the following brand to you? We own it and if you pop along tonight to the Tidy Cupboard I’ll be the host on duty!



valerie Says:

well after alot of frustration heart bingo finally payed out but i will never play there again.they wanted i.d.sent all forms over to them but they kept finding excuses.very poor customer service .

BingoGal Says:

Hi Valerie

We’re glad to here that you received your winnings. How did you manage to find a resolution to your issue in the end?



redleg Says:

Heart Bingo did any one get paid out ive won £124 thousand ive sent in my documents and my daughters paypal details has i used her paypal but im still waiting to hear from them all this waiting is making me poorly

BingoGal Says:

Hi ‘redleg’

I have emailed you directly for more information with reference to this.



Lou Says:

Ijoined a site called Bingoport, the site stated that if you join bingo sites using their link they will give you bonus points which can be used in their player rewards scheme.
For example..if you join Kitty Bingo using their link they will give you 20,000 points.
The points can be used to buy free cash on bingo sites or vouchers for shopping etc.

I joined 2 of the sites they advertised and have not received any points, i’m owed 40,000 points.

I have been complaining to their support team for 4 weeks now, had one reply after 8 days asking for my username for the sites I joined, still not getting anywhere. Pointless site (literally)

Unhappy bingo player Says:

Think bingo (cassava) regular high depositing player. They change terms and conditions of the bingo bonus they give you when you deposit £10 but fail to publish until 4 days after that this is NOW subject to wagering if you win using this. Invoke the new wagering and ensure it applies to players then for 11 days say system issues in changing what should be cash and managers are looking into it They set no customer expectations and you have to chase a response and date. They make sure they are ok and fix this system going forward and even email to say fixed while they hold onto peoples cash as a bonus that should not be bonus. There customer service is awful and they do not care as long as they are getting your money- If this is how they treat loyal players it says it all really. Promotions etc promoted on facebook and again while they still displayed ld terms and condtions- misleading of playerts- they lack any customer care and they are not open or honest and gaming code of practice I would question here.Complaint handling again they refuse to help you . I have escalated this and will continue to as they have been non compliant from the minute the chnaged terms and failed to notify players 4 days after they had- They cannoty treat people like this!

BingoGal Says:

Hi Unhappy

I can’t quite get what you are saying about Think Bingo, you’re comment is little bit disjointed. Are you saying that you made a deposit, received a bonus and were subject to wagering requirements on the bonus? That’s industry standard.

If you’d like to clarify what the issue is, maybe we will be able to help.



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