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Frequently asked questions

Frequently Asked Questions



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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!
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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.
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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.
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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.
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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 .

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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.
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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.
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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.
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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
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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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chat help

Chat Room Guidelines



  • Respect the Chat moderators, they are there to make your visit an enjoyable one
  • Chat moderators will not take sides when players argue. We will offer help if needed, but all Chat moderators are asked to remain neutral
  • When the chat room is busy please have patience with the Chat moderators - they cannot answer all questions at once
  • If someone is having a lucky day and you're not doing so well don't give them a hard time. We all have lucky days as well as not so lucky
  • When in the chat room please refrain from using bad language or racial remarks, and please don't 'chat up' or make sexual remarks to other players
  • When a newbie comes in to chat try and make them feel welcome, don't give them a hard time for asking questions. We've all been a newbie once!
  • Please do not ask other players for loyalty points, these can only be awarded for chat room games, and when you purchase your cards
  • The Chat moderators will remove anyone from chat who does not respect other roomies. Keep your personal information to yourself. Players who post their email addresses, telephone numbers, bank information or address with players in the room will be banned from chat without discussion. This is for your own security. Don't feed the trolls. It starts with a rude comment and then suddenly it spirals into an argument. Ignore them and they go away.
  • If you are not in agreement with someone, just agree to disagree and move on otherwise it just ends nasty and destroys the friendly atmosphere.
  • Think before you leap. Sometimes we say things we don't mean or it comes out wrong. Just think about how your comments will be received. Will it sound rude? Will the other roomies be offended? It always pays to be nice.
  • Please refrain from using profanity or expressions of obscenity, sexism, racism, and other types of prejudice. You will be banned without any discussion or warning.
  • You wouldn't like to go to a party where someone is screaming at the top of their voice, would you? On the Internet, using all capital letters is equivalent to screaming at the top of your lungs to the person standing next to you. Some people take offence and moderators may warn you to revert to small caps.
  • Don't "spam" the rooms with multiple postings or commercial solicitations or for other sites. This will result in an immediate ban. You are responsible for your discussions, the information you provide to other players, and will not hold the management responsible for problems arising from your correspondences and dealings in the rooms. Chat moderators are authorised to ask players with offensive, rude or unsuitable usernames that are suggestive or simply unacceptable to change their names. You will be directed to the live Help Room for assistance. You need to give the support agent, the moderators name and your new username. Please do not air out your complaints or throw out accusations about the management in the chat rooms. The moderator will warn you and if you continue spamming the room with similar comments you will be banned.

    Good Luck and Enjoy!

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