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Frequently Asked Questions

REGISTERING AT VICTORY GAMEZ

To register, please first read the Terms & Conditions located at the bottom of our home page. Then click on "Join Now!" and follow these steps:

Set up your account
  1. This requires you to select a username and password and enter your email address. This username ("alias") and password will be used by you for all subsequent logins to the site.

  2. Fill in your details. We are required to collect certain personal information in order to verify the identity of our players including full name, address, phone number and date of birth. Residence phone numbers are necessary in order for us to contact players with Prize/Contest notifications, and/or to assist them personally with queries.

  3. Read our Registration & Participation Rules below.

  4. Deposit (Optional)

REGISTRATION & PARTICIPATION RULES

You are only allowed to register once per person. A maximum of two accounts per household is allowed in cases where the second player in the household has requested and received permission in writing from Victory Gamez management. Multiple accounts are strictly forbidden and will result in all accounts being disabled and funds confiscated.

We are required to verify the age and identity of our players. At any time we may ask you to provide certain identification documents to us (i.e. copy of passport or other government-issued identification; recent utility bill; marriage license etc). (View our Terms & Conditions) This information will never be given to a third party and is protected by our Privacy Policy.

We offer players the privilege of holding active accounts on more than one site on our Bingo Network. Players who choose to take advantage of this privilege may only be active on one account on any day, such day to be defined as 12:00 AM to 23:59 PM EST. Players may not play on two accounts on the same day for any reason. Any account activity involving games of any kind will be construed as account play. Players who violate this rule may have chat disabled and/or be reduced to a single Network account and/or will have all accounts closed at the discretion of management.

NEW PLAYER DEPOSIT BONUSES

Victory Gamez offers new members the following deposit bonuses totaling 1000%:

  • 500% bonus on first deposit to a maximum of CDN$500 free;

  • 200% bonus on second deposit to a maximum of CDN$600 free;

  • 300% bonus on third deposit to a maximum of CDN$900 free.

DEPOSITS

The minimum deposit transaction amount is CDN$20, and the maximum transaction amount is CDN$1000. You may deposit a maximum total of CDN$1000 per hour and CDN$2000 in any 24-hour period. Victory Gamez offers the following deposit options:

  1. Credit Cards (Visa, MasterCard) The following descriptors will appear on your bank or account statement: Debit/Credit Card Statements: Kanataplay - Malta

  2. Neosurf

  3. Electronic Money Transfer (Interac E-Transfer from your bank account)

How do I send an Interac E-transfer?

If you use online banking with a Canadian bank/credit union, then sending an Interac E-transfer takes just a couple of minutes.

Google is a great tool and if you search "your bank name" + Interac E-transfer in Google.ca, you should easily find instructions on how to send a transfer with your financial institution.

For information on sending an E-transfer, please contact your bank or http://www.interac.ca/en/interac-e-transfer-consumer.html

Or watch this video below: https://www.youtube.com/watch?time_continue=39&v=7xEIgj5_dTc

Why haven't you accepted my Interac E-transfer?

Please give us 24 hours to accept Interac e-transfers. However, if you are sending payment over the weekend please allow until Monday morning for your e-transfer to be accepted.

It also may be the case that your e-transfer was not accepted because your bank blocked the transfer. In this case you need to contact the bank to verify the transfer so that we can accept payment and begin processing your order.

Please also ensure you send payment to the correct e-mail address by copying and pasting the e-mail address on the Victory Gamez deposit confirmation page. Our e-mail address changes periodically without notice in an effort to prevent fraudulent payments.

Winnings earned prior to your first deposit are not eligible for withdrawal even after a deposit has been made.

Email correspondence from Victory Gamez regarding deposit/payout issues will be from: payments@victorygamez.com

WITHDRAWALS

Victory Gamez players always have access to their funds and may redeem their winnings at any time provided their player account is current and in good standing.* The minimum withdrawal request is CDN$50. The maximum withdrawal request is CDN$1,000 per calendar month. Withdrawals may be requested via the following options:

  1. Credit Card (Visa)

  2. Cheque

Registration information must be the same as the billing information provided to our payables department. Any inconsistencies will result in a delay in receiving redemptions. For privacy and security reasons, email correspondence will be limited to communication with the email address registered on the account. Players are responsible for keeping their email address current.

Withdrawal requests are approved by Victory Gamez Monday through Friday on a rolling 4 business day payout schedule. Withdrawals over CDN$1000 are subject to management approval and require additional days for processing. Players are required to wait 24 hours after a successful deposit or completed flowback before requesting a withdrawal. One withdrawal request only will be processed in any withdrawal period. Wins from progressives will be paid in installments to be determined by Victory Gamez. We reserve the right to limit withdrawal requests resulting from wins using free promotional cash and/or bonus. These requests are subject to management approval.

Players must achieve a minimum lifetime deposit amount of CDN$100 to be eligible for withdrawals. Thereafter players may withdraw up to a maximum of 200% of their lifetime net cash deposits.

Players holding more than one Network account are entitled to receive a payout on one account only in any 7-day period. In the event a player requests payouts on more than one account in any 7-day period only the first request will be considered. Players must wait 7 days after a payout has been approved before requesting a payout on any other Network account. Any bonus money forfeited as a result of payout requests which are subsequently declined for these reasons will not be returned.

At our discretion we may decline a payout and/or impose a mandatory wagering amount if we believe a deposit has been made simply to satisfy eligibility requirements for promotions, chat bonus, withdrawals etc. We also reserve the right to put an account into limited withdrawal eligibility depending on deposit-to-cashout statistics.

*An account is in good standing when it is open and there are no pending or ongoing investigations associated with the account. An account is current when a minimum of CDN$25 has been deposited and wagered within the past 30 days. Cash winnings from free-play games are available to withdraw if a player has deposited and wagered a minimum of CDN$25 within the past 30 days. Funds are not available for withdrawal from any account which does not satisfy these criteria.

GUIDELINES FOR BONUS FUNDS

Bonus Funds are not available for withdrawal, nor are they transferable. Bingo tickets may not be pre-purchased with bonus. All Bonus Funds won or acquired in any way must be used within 15 days of receipt unless otherwise expressly stated. Unused Bonus Funds expire after 15 days and are automatically removed from player accounts.

Complimentary Bonus funds are extended to players as a means of supplementing their play time and are not intended to replace cash deposits and wagers. Manipulation of our bonus structure to preclude new cash deposits and facilitate continuous redemptions is considered an abuse of intention. Players exhibiting this behavior may have bonus privileges suspended at the discretion of management. Players whose net cash ratios are disadvantageous may have their ability to earn bonus temporarily suspended.

BIRTHDAY BONUS

Birthdays are very special days and on your next birthday you can be eligible to receive CDN$10 bonus. Just send in a support ticket 24 hours before your actual birthday, letting us know the date, and requesting your Birthday Bonus. If you qualify, the Birthday Bonus will be deposited into your account the day of your birthday. The Birthday bonus is open to all players with an active account who have made a deposit within the last 7 days and who have bonus enabled on their accounts.

Pre-Paid Cards

Use of a Victory Gamez Pre-Paid Card/Certificate constitutes the acceptance of the following terms: Pre-Paid cards are issued by Victory Gamez and are not replaceable if lost or stolen. Neither Victory Gamez nor any channel partners are responsible for loss, theft or mutilation of any card. Pre-Paid cards value is in Canadian Dollars and may not be combined with any other offer. The Pre-Paid cards are not redeemable for cash and are subject to general wagering requirements (49x) and promotion terms.

Free Bonus Cards

Cards with a “Free $10” bonus are also not redeemable for cash and are subject to general wagering requirements (49x) and promotion terms. These cards must be scratched manually to reveal the activation code which can be entered on the Victory Gamez website.

Winnings from bonus wagers are capped at $100 CDN upon qualification.

General Promotion Terms

Promotions are only available to valid account holders aged 18 or over. Bonuses are distributed at the discretion of Victory Gamez and convert automatically once wagering is complete. Withdrawal of funds before the wagering is complete will void all bonuses and any winnings attached thereto. Emails and SMS’ are sent at the discretion of Victory Gamez. Bonus funds may not be used on table games, such as roulette or blackjack.

Victory Gamez reserves the right to cancel, terminate or alter any competition or promotion (or the rules thereof) at any time and without prior notification. All bonus terms and wagering are also subject to the main terms and conditions. In the event a technical misconfiguration or malfunction of any kind results in Bonus funds being credited incorrectly, Victory Gamez reserves the right to remove any excess funds and/or correct the Bonus award.

Play Through Requirement

Unless otherwise expressly stated all bonus including chat and egift bonus is subject to a playthrough requirement of 30x.

Wagering on most games will count towards meeting this Play Through Requirement, however the percentage varies from game to game.

The following games are included at the percentages listed:

  • All slots; Bingo - 100%

  • Video Poker; Blackjack - 20%

  • Roulette - 5%

We reserve the right to govern how bonuses are used before a player is allowed to cash them in. As such we deem it necessary to restrict certain types of wagering from contributing to the wagering/turn requirements. Any minimal risk wagering (for example black and red, odd/even on Roulette) may not be allowed to contribute towards bonus wagering requirements. Players deemed to be using minimal risk wagering tactics to redeem their bonuses or cash prizes risk having their bonuses, cash prizes and any subsequent winnings removed.

BINGO RTP

Bingo game prizes vary from game to game based on a number of variables including:

  • The number of players in the game

  • The number of tickets purchased

  • The ticket price

  • The amount of money staked

  • The amount of bonus money staked (if applicable)

  • The designated prize type (guaranteed; fixed; pari-mutuel)

Higher ticket prices and more players in a game will generally result in larger game prizes. Occasionally we offer a fixed minimum prize regardless of the number of players that participate and the price of the tickets. Across all of our Bingo games the average RTP (Return to Player) over the last six months is 98.85%. Therefore, the average House Edge is 1.15%. This number can change based on the variables listed above.

Prizes are awarded when bingo is achieved. Prizes are split evenly between all game winners.

Progressive jackpots are offered on some of our Bingo games. If a jackpot is won by two or more players the prize will be evenly split.

TRANSFERS BETWEEN ACCOUNTS - E-GIFTS

We offer players the option to securely fund another player's account by "E-gift". You may use the cash in your account to gift another player, who will receive the equivalent amount in bonus. Players may be donors any number of times, but may receive a maximum CDN$30 bonus per day. Players are not permitted to transfer cash or bonus between accounts, nor may they fund another player's account using their personal funding methods. This activity will result in accounts being blocked for risk of fraud.

CHAT ROOM CONDUCT

We want your Victory Gamez chat room to be a place where all members can feel secure and enjoy themselves. We offer a 'home away from home" environment with a personal touch. We require all 'roomies' to respect the following rules for fairness and security reasons. By doing so, we can guarantee the best entertainment within our chat room community.

  • Respect the Chat Host's authority. As well, respect yourself and all other members. Treat others the way you want to be treated.

  • Welcome new players when they enter the room, and please help them if they have questions, especially if the Chat Hosts are busy.

  • NO complaining, arguing or bickering. This includes but is not limited to, complaining about not winning, or moaning about members who are experiencing winning streaks.

  • Please direct all complaints to the Help Desk so as not to disturb the flow of chat or cause a confrontation. If you have submitted a help ticket and have not yet received a response, please allow staff adequate time to respond. Players are not permitted to discuss the specifics of their Help Tickets in chat.

  • No foul language, indecent or offensive remarks, threats, nor racial, sexual, or religious slurs.

  • Never impersonate another person while in the chat room.

  • NO children (persons younger than 18 years old) are allowed in chat rooms. This site is for responsible adults only. In the event that a minor gains access to an account held by an adult, the owner of the account will be held responsible for the minor's actions.

  • Never solicit funds from others in the chat rooms. It is strictly prohibited. This action makes others in the room very uncomfortable. You may not discuss your account balance in the chat room, nor that of another player. This policy is for the protection of all members and to maintain a comfortable environment in our chat rooms.

  • Mentioning Bingo sites, advertising other sites and/or recruiting of members to other sites is strictly prohibited in the chat rooms. This will result in immediate removal of chat privileges.

  • Members are not permitted to slander or libel Victory Gamez and/or Parlay management and employees.

  • To avoid confusion and for ease of identification, only the Chat Hosts may use CAPITAL letters in the chat rooms.

  • In the absence of a Chat Host, please copy and paste any violation of these rules, via email, to: support@victorygamez.com. We respect your privacy. As such, all cases will be kept anonymous and the sender of the email will never be mentioned.

  • Most importantly - HAVE FUN!

Note that violations of any of our chat room policies will result in warnings and/or removal of chat privileges and/or suspension of your account.

HELP DESK GUIDELINES

All queries and complaints must be submitted via the Customer Support Help Desk. Help tickets will be answered within 24 hours of receipt.

Spamming of the Help Desk (sending multiple tickets regarding the same issue) is prohibited. Harassment and abuse of Help Desk staff is prohibited and will not be tolerated. Submitting multiple tickets on the same issue will result in your query being moved to the back of the queue.

If you are dissatisfied with the outcome of your support ticket you may draft a follow-up help ticket explaining your grievance. This follow-up help ticket will need to be addressed 'Care of Management'. Please give the Help Desk every opportunity to assist you before appealing to management. Again, you are not permitted to voice concern or discuss details of your help tickets in the chat rooms.

Help Tickets should adhere to the same standards of etiquette as do chat room communications.

PLAYER PROFILES

Your registration information becomes your permanent player profile with Victory Gamez. You may view this information via the My Account tab where you will also be able to see a breakdown of your account balance. From this tab you may change your password by choosing to modify your Profile. For all other player profile changes you must contact our help desk. Supplementary documents may be requested in order to affect changes to your personal information.

The Player Profile is also the place to manage any restrictions you wish to place on your account. You may opt to reduce your daily/weekly/monthly deposit and wager limits from standard, in order to assist with money management. Please note you may not increase your limits above standard. Requests for increases must be directed to the Help Desk and are subject to a 24-hour cooling off period as required by our licensed jurisdiction.

ACCOUNT CLOSURE

We offer two options for closing your account:

Temporary Self- Exclusion: If you wish to close your account for a short period of time (a “timeout”), go to My Account and choose "Close Account." You will be asked to select an exclusion timeframe. Please note, at the end of this time you must contact our Help Desk, as accounts under temporary exclusion do not reopen automatically when the specified time is up. You will be required to wait an additional 24 hours before the account will be reopened and a second request must be made after the cooling off period.

Permanent Self- Exclusion: If you wish to permanently close your account, go to My Account and choose "Close Account". If there are any funds remaining in your account this will automatically generate a withdrawal request. If the withdrawal amount is under CDN$1.00 we will donate the amount to charity. If you wish to reopen your account in the future you will need to contact customer support by email to: support@victorygamez.com. If you have made a Self Exclusion request you may not request access for at least 6 months from the date of exclusion. You will be required to wait an additional 24 hours before the account will be reopened and a second request must be made after the cooling off period.

ELIGIBILITY

To register and play at Victory Gamez you must be over the age of majority in the country in which you reside. Typically this is 18 but it may be different in your country and it is your responsibility to check. You must read and consent to all published Terms & Conditions and must have authorization to use a valid payment method acceptable to Victory Gamez. All transactions by minors are considered null and void, including any winnings. Victory Gamez reserves the right to request proof of age at any time.

Play must occur in a jurisdiction that allows on-line gaming. Internet Gambling may be prohibited in the jurisdiction in which you are located. If so, you are not authorized to use any payment method to fund your Victory Gamez account. It is your responsibility to know if national or local laws prohibit gambling over the Internet in your jurisdiction.

Unless otherwise expressly stated, players must have deposited no more than 72 hours prior to the end date of any tournament, daily promo, featured promo or special offer in order to qualify to participate.

Unless otherwise specified access to free or penny bingo rooms is restricted to players who have deposited and wagered a minimum of 20 cash in the past 7 days. New players will have access to these rooms for one week following registration after which they must deposit and wager the minimum 20 cash.

Employees of Victory Gamez are prohibited from participating. To read more on eligibility, please see our Terms & Conditions.

TERMINATION OF ACCOUNT

Victory Gamez reserves the right to terminate a player's account at any time for any reason at our sole discretion. In the even Victory Gamez terminates a player's account, cash and/or bonus funds may be forfeited in part or in whole. Please see our Terms & Conditions page for details on account termination.

ALIAS CHANGES

Players are permitted one alias change every six calendar months, based on a rolling calendar. (Example: An alias change on 18 April means the next alias change may not be until 18 October). There is no guarantee that the alias you previously had will still be available should you request it again. All requests for alias changes are to be submitted to our help desk.

CLAIMING PRIZES

Prizes are automatically deposited to a player's account. Members can play games from their winnings or request a redemption. Prizes over a certain threshold will be put into a pending state for game review. Once Management has confirmed the win, the prize will be credited to your account. Please contact support for any questions.

In the event there is a discrepancy between the Game results as recorded in Victory Gamez' database and that recorded by the player, the Victory Gamez game server results shall be considered valid. In the event games do not finish properly or record to the Victory Gamez game server, players will receive refunds for tickets purchased or funds played in those games.

Certain casino games have maximum prize caps on their associated progressive jackpots (pjp). Once a pjp maximum prize has been reached and until the prize has been won, contributions from player wagers on that game are reallocated to future pjps and/or player promotions.

Unless otherwise explicitly stated, casino game top prizes and/or Progressive Jackpots are awarded only when maximum is wagered. This is not always indicated on the individual casino game interface.

Certain bingo games with associated PJPs may play without the PJP component on occasion.

DISPUTES

Victory Gamez wishes to assure players that every possible effort has been made to provide the world's most entertaining, reliable and honest bingo site on the internet. It is our sincere intention to ensure all players are satisfied with the quality and fairness of our games. Victory Gamez undertakes to promptly and impartially resolve all disputes that may arise from participation in our games. However, please be advised that in the event of any dispute regarding participation or prizes, the decision made by Victory Gamez will be final.

Disputes and requests for game information must be initiated within 12 days of game activity to allow for proper review and resolution. Detailed game activity is archived for 14 days after which it may not be referenced in any query or dispute initiated by a player. Please see our Terms & Conditions for more information on disputes.

forgot password

To reset your password, please enter the following information.

create an account

Your username will must be between 6 and 16 characters with no spaces or special characters.

Your password needs to be between 6 and 16 characters long and for security it MUST contain at least 1 letter and 1 number.

Please make sure the email you have provided is correct.

Postal Code must not contain spaces!

Birth Date / Month / Year

Promo Code

Your username will must be between 6 and 16 characters with no spaces or special characters.

By registering you agree to the Victory Gamez! Terms & Conditions, Privacy policy and confirm that I am over 18 years of age

* required fields, Birthday is required