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Frequently asked questions

Frequently Asked Questions

What are Wagering Requirements and what are my benefits?
  • Each bonus received will come with a pre-defined wagering requirement. This means that if you played a game with your bonus funds and won, your winnings would then go to your Bonus Balance until you have played through the required wagering requirement.
  • With our new system in place you will now receive bigger, better and more exciting Bonuses while keeping your bingo environment friendly and fun!
  • In addition we've made it super easy for you to keep track of all of your bonuses. For each Bonus received you will be able to see its wagering requirements and track your progress towards fulfilling it.
  • You're not missing out or losing out on anything because these wins came from a FREE Bonus!
What happens if I have purchased my cards and I get disconnected from the game?
  • As soon as your cards are purchased, you are in the game regardless of your connection status.
  • The game outcome is generated at our servers, and if one of the cards you have purchased is a winner, then you will win. If you get disconnected for any reason, and you have purchased cards, then check your transactions in the members area to see if you won.
Why can I not connect to the chat server?
  • Our chat servers may be down from time to time, but this is not frequent. Often, if your computer sits behind a firewall, the firewall will not allow our chatservers to send messages to your computer.
Can I keep my card numbers from game to game?
  • Unfortunately not. In keeping things fair, all cards are randomly generated at the time you request them.
  • If you do not like the numbers of your issued cards, you can simply click the GET NEW CARDS button to get issued with a new batch.
How do I cash out and get paid?
  • Payouts can be requested from the cashier. Withdrawals are processed based on the method that you have used to make your deposit. Please find the maximum withdrawal timeframes below:

    Payment method Withdrawal process time Withdrawal completion time Total Payment posted from:
    Credit/Debit Cards 48 hours 5 days 4-7 days Cassava Ltd/ Virtual MaSerIRL (as applicable)
    MasterCard (UK only) 48 hours 2-3 days 3-5 days Cassava Ltd
    Cheque 48-72 hours UK Only - up to 6 days ROW - 10-15 days Europe 7 - 10 days UK - 5-8 days ROW - up to 21 days Europe up to 15 days Chexx Inc issued by Northern Bank
    Neteller 48 hours 2-3 days 4-5 days Cassava Ltd
    Wire Transfer 48 hours 4-7 days 7-10 days Cassava Ltd
    Paypal 48 hours 2-3 days 4-5 days Cassava Ltd

    Please find our withdrawal policy here .

How will my transactions appear on my bank or credit card?
  • Your deposits and withdrawals will be listed on your bank statement under the title Cassava Enterprises or Virtual MaSerIRL.
Are my payment card details secure?
  • We use the SSL Protocol with 128 bit encryption to provide security and privacy between your computer and our servers.
  • This means that before any sensitive data is sent between you and our servers, the data is encrypted before it is transmitted.
  • This makes it impossible for people to crack this code and gain access to your confidential details.
How do I know the bingo games are fair?
  • To assure the integrity of our games, a Random Number Generator (RNG) is always used to ensure random results. Whether it's the bingo ball selection, a roll of a dice, a hand of cards, or a spin of the wheel, in each event a Random Number Generator (RNG) is utilized to ensure that the outcome is random. The system has been rigorously tested by running millions of rounds and examining their results. The system is also systematically tested by Dabber Bingo.
I received a Free Spins voucher, how do I claim it?
  • Once you login to the site and enter the gaming lobby, click on the gift icon located at the top section next to the site logo. If you received a voucher and cannot find any gift icon please contact us
How do I get support?
  • Feel free to contact us with any questions or support issues.
  • We will endeavour to answer all queries within 72 hours.
  • We recommend that customers print out all transaction data, rules of the game, terms and conditions and payment methods and keep them in an easily accessible place.

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Making a complaint

We hope that you are happy with our products and services, but if you are not, you can raise this with us. Here we set out details of how to do so, the escalation procedure that applies to any complaint that you may have with us, and the third parties to whom you can refer a dispute.

Complaints process

If you wish to make a complaint about any aspect of our products or services, you can raise it with our customer service department at You should provide us with full details of your complaint and, where possible, any relevant evidence that we may reasonably require in order to assess your complaint. Please note that we do not accept complaints via social media.

Our support team will acknowledge receipt of your complaint within 24 hours of having received it. We will then investigate your complaint, come to our decision and provide you with our response within 14 business days of having received your complaint.

If you raise a complaint with us more than six months after the event that the complaint relates to occurred, we may not consider it (but this does not, of course, limit your right to bring a legal claim against us pursuant to the 'Governing Law' clause of our User Agreement or refer a dispute to eCOGRA or the European Commission's Online Dispute Resolution Platform as further set out below). We encourage you to therefore raise complaints promptly so that they may be resolved by us.

Escalation process

If you are not satisfied by the response from our customer service department, you should contact our Support Manager to escalate the complaint and review the decision made by the customer service department. You can do so by contacting

You should provide the Support Manager with full details of your complaint and, where possible, any relevant evidence that they may reasonably require in order to assess your complaint and review the customer service department's decision.

The Support Manager will then investigate your complaint, come to his or her decision and provide you with a response within 14 business days of you having escalated the complaint to him or her.

The Support Manager's decision constitutes our final decision on the matter and the end of our internal complaints procedure.

Alternative dispute resolution

If you are based in the UK and your complaint relates to a gambling transaction (for example the placement of a bet or wager, the grant of a bonus, account management, or your ability to access funds or winnings), and has not been resolved at the first stage of our complaints procedure or within 8 weeks of you having made it, you may refer the dispute to our alternative dispute resolution partner, eCOGRA, free of charge.

If you exhaust our internal complaints procedure, or your complaint has not been resolved within 8 weeks of you having made it, we will send a notification to you setting out further details as to the process to follow to refer a dispute regarding a gambling transaction to eCOGRA.

More information regarding eCOGRA'S dispute resolution services, and how to refer a dispute to eCOGRA, can be found at For a dispute resolution form please see

Please note, if you refer a complaint to eCOGRA before you have raised this with us, eCOGRA may not assess your complaint.

Online Dispute Resolution Platform

If you are based in any EU member state, you may also refer a dispute to the European Commission's Online Dispute Resolution Platform, details of which can be found at

Making a legal claim

The above complaints procedure and alternative dispute resolution procedures do not, of course, stop you from bringing a legal claim against us, pursuant to the 'Governing Law' clause of our User Agreement, at any time.


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