Frequently asked questions

Why play on Bertil?

How do I register an account?

I am a European citizen; do I have to pay tax for my winnings?

Can I have more than one account registered?

I forgot my password / username, what to do?

Security and integrity?

How do I change my password?

Can I change my account currency?

How can I contact Customer Service?

Which web browser should I use?

Who are the MGA?

Do you have any sister sites?

Do I have an account on your site?

How long does it take to verify my documents?

How do I view my account history?

What if I discover that I have input some incorrect personal details?

Can I open an account on behalf of someone else?

How do I close my account?

How can I verify my account?

How do I make a deposit?

How do I increase my credit card deposit limit?

I made a bank deposit, but the money has not reached my player account.

Costs and waiting times?

How can I verify my account?

Why can’t I deposit?

What currencies are allowed on the site?

What payment methods do you accept?

How do I withdraw money?

Costs and waiting times?

How long will it take for my withdrawal to reach my account?

I’m trying to withdraw but the transaction is failing?

Can I send my withdrawal back to another payment method?

What is an IBAN, swift code and BIC?

How do I use my bonus funds?

Where can I find information of offers and promotions?

How can I view remaining wagering requirement of my bonus?

What are the casino bonus terms and conditions?

How do I activate my Casino bonus?

Why can I not withdraw my Casino winnings?

Do I need to download to play in The Casino?

I cannot find my freespins, what should I do?

Where is Bertil’s Live Casino located?

Is there any download required to play?

What happens if a player is disconnected during a game?

What happens if the dealer makes a mistake?

Can I chat with the dealers?

Is everyone allowed to play in the Live Casino?

Can I ask the dealers or the pit boss about my account?