Frequently Asked Questions

Need some help?

We're there for you! Below, you have an FAQ with thorough answers at your disposal. You will be able to find your answers here. If not, don't hesitate to contact us through the info at the bottom of this page! Our dedicated customer care team is available from 8 a.m. until 10 p.m. on weekdays, and from 10 a.m. until 10 p.m. on Saturday, Sunday and official Belgian holidays. You can generally expect a response within 2 hours of sending us your question.

1. ID verification/upload

2. Deposit/withdrawal

3. Bonus/promotion

4. Account Problems/block/unblock

5. Claims casino

6. Claims sports bet

7. Claims Gaming Hall

8. Bug/problem/downtime

9. Legal

1. ID verification/upload

How can I upload my documents?

In order to upload your documents, you need to log in and access your personal « Profile » page. Through the tab « My documents » you’ll be able to upload your documents. The documents need to be smaller than 2MB per document. If the documents are too big you can always take a new picture on a lower resolution. Once your documents have been uploaded, your account will be verified and validated.

When is my account validated?

Your account will be validated with one working day after your documents have been uploaded on your account.

Why do I need to upload my documents?

Your documents need to be uploaded to stay in line with the Belgian regulations. The documents are needed to verify your personal information so we can be sure that the information which has been filled in during your registration are in line with your personal information on your documents.

Can I upload a copy of my driving license?

A copy of a driving license is not a document which we can accept to validate your account. In order to validate your account, we need a copy of your identity card.

My files are too big. What can I do?

If your documents are too big, we advise to take new pictures with a lower resolution. The documents need to be smaller than 2Mb per document. You can also use another program to reduce the size of the documents such as « Paint » for example. As soon as your documents are smaller than 2Mb, you will be able to upload your documents without any issues.

I lost my ID card. How can I validate my account?

Unfortunately, it is not possible to validate your account if you don’t have an identity card. You will have to request a new identity card at your local town hall. Once you have your identity card, you will be able to upload your documents on your account. Meanwhile you can already start playing. However, to process a payout request your account will have to be validated.

2. Deposit/withdrawal

I cannot make a deposit.

If you have an issue to do a deposit, we advise to try another deposit method or use another bankcard. If it is still not working, we advise you to contact our support by mail. You can contact our support by sending an email to: [email protected]

What different deposit methods are you offering?

We do offer different types of deposit methods. The easiest way to deposit is through ‘Bancontact’ or ‘Bancontact Mobile’. However, you can also deposit with a Paysafe Card or through the debit mode of Visa or MasterCard if you are located in Belgium.

How long will it take before I get my money on my bank account?

All payouts are processed within 2 working days. We do process all payout requests within 10 working days. Depending on your bank, it can then take up to two working days for them to process the transaction on their end and make the money available on your account.

I did a deposit, but my money has not been credit on my player account

Please send an email to the support with a proof of deposit. You can send your email to: [email protected] Once we received your email and the proof, we can verify the situation for you.

I cannot withdraw money

In order to submit a payout request, all information need to be filled in correctly. The IBAN and BIC number need to be correct. If you don’t know the IBAN and BIC number of your bank account, we advise you to contact your personal bank. They will be able to provide you this information. As soon as the information has been filled in correctly, you’ll be able to submit a payout request.

What is an IBAN number? Where can I find it?

The International Bank Account Number (IBAN) is an internationally agreed system of identifying bank accounts across national borders to facilitate the communication and processing of cross border transactions with a reduced risk of transcription errors. You can find this information on your bank card or on your bank statement. Your bank can also provide you this information.

What is a BIC/SWIFT number?

It is a unique identification code for both financial and non-financial institutions. Each bank has its own BIC/Swift number. To know the BIC code of your bank, we advise you to contact your personal bank. They will be able to provide you this information.

Can I collect my money in a Goldenpalace Gaming Hall?

You can indeed collect your money in one of our Gaming Halls. To collect money in the gaming hall you need to make a payout request to collect in our Gaming Halls. On your personal ‘Cashier’ page you will have the possibility to select «Cash out in Gaming Hall ». Once your payout request has been processed by our financial department, you will receive an email with a code. This code will give you the opportunity to collect your money in one of our gaming halls. You will need to show your identity card in order to collect your money.

When will my money be ready to collect in the Golden Palace Gaming Hall?

A withdrawal request will be processed within 10 working days. Once the payout request has been processed, you will receive an email with a code. This code will give you the opportunity to collect your money in one of our Gaming Halls. The code to collect your money can also be found on the page « Cash out History » through your personal « Cashier » page after being logged in, once your payout request has been processed by our financial department.

How can I collect my money in a Golden Palace Gaming Hall?

When your payout request has been processed, you’ll receive a code by email. This code will give you the opportunity to collect your money in one of our Gaming Halls. You’ll need to be in possession of this code and your identity card to collect your money.

In what Golden Palace Gaming Hall can I collect my money?

You can collect your money in every Gaming Hall that you can find under "gaming hall payout" on your cashier page.

How much can I withdraw?

There is no limit as to how much you can withdraw on a bank account. The maximum amount you can collect in a Gaming Hall is 1,500 euro/day.

Do I need to pay taxes on my winnings?

No, you don’t need to pay taxes on the winnings. All taxes are paid by Goldenpalace.

Do I need to declare my winnings on my tax form?

As a Belgian citizen you do not need to declare the winnings of casino on your tax form. If you are not a Belgian citizen, we recommend verifying with your local authorities to verify if the winnings need to be declared on your tax form.

How can I cancel a payout request?

If your payout request has not been processed, you can cancel your payout request through your personal « Cashier » page after being logged in. If the option to cancel your payout request is not available, it means your payout request is in process. Once your payout request is being processed it is not possible to cancel the payout request anymore.

How much can I deposit?

There are 2 limits at which you can deposit: the default limit and the responsible limit. As of October 20, 2022, the default deposit limit will be set at €200 per week. This is the limit you will have by default when you create an account and don’t change your limit. The responsible limit is a limit that you can set for yourself, at your own discretion. We advise you to keep responsible gaming in mind when requesting a new limit.

How can I change the deposit limit of my account?

To change your deposit limits, go to your client area via this link: https://www.goldenpalace.be/profile-fr#3. Select "Responsible Gaming" from the menu on the left. On this page you will be able to request a change in your deposit limit. A request for a higher limit will take 72 hours to process, as required by law.

Why didn't my deposit limit reset?

The limit is calculated based on the deposits made in the last 7 days. If you have made a deposit in the last 7 days, this deposit is taken into account in the calculation. If not, your limit is reset to zero.

3. Bonus/promotion

When will I receive a bonus?

As from March 1st, 2020, new rules have become applicable to online gaming and sports betting. New guidelines have been published by the Belgian Gaming Commission. One of the objectives of these new rules is to enhance player protection. One of the measures designed to achieve those objectives, is a total ban on bonuses. As a result, Goldenpalace.be will not offer bonuses of any kind going forward.

Do you have promotions?

As from March 1st, 2020, new rules have become applicable to online gaming and sports betting. New guidelines have been published by the Belgian Gaming Commission. One of the objectives of these new rules is to enhance player protection. One of the measures designed to achieve those objectives, is a total ban on bonuses. However, we do offer a range of promotions and tournaments on some of our casino games and sports betting. More information can be found here: https://www.goldenpalace.be/tournaments-en and here: https://www.goldenpalace.be/promos-en.

Can I get free bonus money?

As from March 1st, 2020, new rules have become applicable to online gaming and sports betting. New guidelines have been published by the Belgian Gaming Commission. One of the objectives of these new rules is to enhance player protection. One of the measures designed to achieve those objectives, is a total ban on bonuses. As a result, Goldenpalace.be will not offer bonuses of any kind going forward.

4. Account Problems/block/unblock

I cannot log in on my account

If you have troubles to log in on your account, we advise you to modify your password first. You can request a new password by following the instructions through the following link: https://www.goldenpalace.be/password-en. If you still have issues to log in, don’t hesitate to send an email to our support: [email protected]

I forgot my username

You can log in with your email address. Once you are logged in with your email address you can see your username on the top of the screen for the future.

I forgot my password

You can request a new password by following the instructions through the following link: https://www.goldenpalace.be/password-en.

Can you block my account?

You can block your account yourself through your personal « Profile » page. On the tab « Responsible Gaming » you will have the opportunity to block your account by clicking on the button « Exclude myself ». You can access the page through the following link: https://www.goldenpalace.be/profile-en#3.

Can you unblock my account?

If you have blocked your account by using the « Exclude myself » button, you can undo this action by clicking on the same button on your personal « Profile » page. You can access the page through the following link: https://www.goldenpalace.be/profile-en#3

I want to be excluded from your website for a certain period, is this possible?

It is not possible to exclude yourself for a certain period. You can however request the Belgian Gaming Commission to block your access to any gaming website, gaming halls or casino in Belgium for a certain amount of time. They will be able to block your access without any issues. You can do your request by clicking on the following link: https://www.gamingcommission.be/opencms/opencms/jhksweb_en/protection/forbid/free/

How can I completely exclude myself from being able to gamble?

You can request the Belgian Gaming Commission to block your access to any gaming website, gaming halls or casino in Belgium. They will be able to block your access completely. You can do your request by clicking on the following link: https://www.gamingcommission.be/opencms/opencms/jhksweb_en/protection/forbid/free/

I have an issue with gambling, what should I do?

If you have a gambling addiction, we strongly advise you to seek help. You can ask help through different companies. You can find help through the following website: https://gokhulp.be/hulpverlening-gokken

5. Claims Casino

I won money, but the money has not been credit on my account

If you experienced an issue while playing a casino game, please send an email to the support with the following information:

  1. Exact date and time when the issue occurred
  2. The name of the game on which you experienced the issue
  3. The stake of the game
  4. IThe balance you had when the issue occurred
  5. A screenshot of the error message or the game itself
  6. All other information which you think could be relevant to find the game in our back office

You can send your email to: [email protected]

A game will not open. What should I do?

If you have issues opening a game, we advise to try with another browser such as Chrome, Mozilla, Firefox or Edge. We would also advice to verify if all programs are up to date, such as ADOBE FLASH PLAYER. To do this, visit the Adobe website: http://get.adobe.com/nl/flashplayer/. If you still experience issues, please take a screenshot of the error message you receive and send an email to the support: [email protected] Make sure to also mention the name of the game and the device you are using to play.

I cannot find a specific game. Where can I find xxxx game?

We offer two different kind of games, casino games and dice games. Our casino games can be found through the following link: https://www.goldenpalacecasino.be/casino-games. Our dice games can be found through this link: https://www.goldenpalacedice.be/casino-dice-games-en. You have the possibility to search for the game through the search box. If you still can’t find the game, don’t hesitate to ask our support about it. You can contact our support by sending an email to : [email protected] Please make sure to clearly mention the name of the game you are looking for.

A game is stuck. I received an error message and cannot continue

If you experienced an issue to open a game, we would recommend trying with another internet browser such as Chrome, Firefox, Edge or Mozilla. If the issue is still present, please send an email to the support with the following information:

  1. The name of the game on which you experienced the issue
  2. A screenshot of the error message or the game itself
  3. The device used to play the game
  4. The internet browser used to play the game
  5. All other information which you think could be relevant to reproduce the error

You can send your email to: [email protected]

6. Claims sports bet

A bet is open, but the game is finished. When will it be calculated?

Our bookmaker will always calculate your bet as soon as they have collected the official result of the game. If you think the bet should already have been calculated and you wish to verify why the bet hasn’t been calculated, you can send an email to our support with the bet ID of the sport bet. You can send your email to: [email protected]

How long does it take for a bet to be calculated?

Our bookmakers are calculating bets as soon as they collected the official result of the game of your bet. If a game has been cancelled and is not replayed withing 48 hours, the bet will be calculated and the game on your bet will be void after 48 hours

I did not receive the winnings of a sports bet

If you think you did not receive the winnings of a bet, please send an email to our support with the bet ID of your bet. You can send your email to: [email protected] Our Support Team will be happy to verify the situation in detail for you.

Why is the bet void?

When a bet has been voided it can be because of different reasons. To know the exact reason why a bet has been voided, please send an email to our support with the ID number of the bet. You can send your email to: [email protected]

The game has been interrupted but the bet is still unsettled

If a game has been interrupted and the game will not be continued within 24 hours, the bet will be settled after 48 hours. To know the details about your specific bet, please send an email to our support with the bet ID number of your bet. Our Support Agents will be glad to verify the bet and offer you more details. You can send your email to: [email protected]

Why is the « cash out » option not available?

The cash out option is an extra option we offer and is not always available. It depends on many factors. Our bookmakers are generating all sport bet related information and offers. If the cash out function is not available, it means you can’t use it. The cash out function is only usable when the button is accessible.

What is the « cash out » option?

The cash out option is an option which gives you the possibility to cash out a certain bet before the end of a game. It will generate a certain amount calculated by our bookmakers which you can collect before the result of a game is known.

What are the maximum winnings on sports bets?

The maximum winnings on sports bet are 50.000 euro. It is not possible to win more per sport bet.

7. Claims Gaming Hall

I have been refused access to the Gaming Hall

If you have been refused access to the Gaming Hall we advise you to ask to talk to the manager of the Gaming Hall. The manager will be able to inform you the reason why you are refused. If the manager is not available, please send an email with a copy of your identity card to our support and an explanation of what has been said to you when you wanted to visit one of our Gaming Halls. Please make sure to also mention which Gaming Hall refused you the access. Our Customer Agent will verify the situation in detail and inform you why you have been refused access. You can send your email to : [email protected]

I had an issue in the Gaming Hall

If you had an issue in one of our Gaming Halls, we advise you to ask to talk to the manager of the Gaming Hall. The manager will be able to talk to you about the incident and take the necessary actions. If the manager is not available, please send an email with a copy of your identity card to our support and an explanation of what has been said or what happened in one of our Gaming Halls. Make sure to also mention in which Gaming Hall it happened. Our Customer Agent will verify the situation in detail with the manager of the Gaming Hall. You can send your email to : [email protected]

8. Bug/problem/downtime

I cannot access the websites

First, we would advise you to verify your internet connection and make sure your internet connection is working without any issues. You can test your internet connection through the following link: https://fast.com/fr/#. If you do have internet but you still have a problem to access the website, we would like to advise you to clear the cache and cookies in your internet options. It can also be handy to try with another internet browser such as Chrome, Mozilla, Firefox or Edge. If the issue is still present, please take a screenshot of the error message you receive and send the screenshot by email to our support. Our Customer Support Agent will be able to verify the situation in detail for you. You can send the email to : [email protected]

I receive a « ERROR 404 » message.

First, we would advise you to verify your internet connection and make sure your internet connection is working without any issues. If you do have internet but you still have a problem to access the website, we would like to advise you to clear the cache and cookies in your internet options. It can also be handy to try with another internet browser such as Chrome, Mozilla, Firefox or Edge. If the issue is still present, it could be because the website is not available. Please take a screenshot of the error message you receive and send the screenshot by email to our support. Our Customer Support Agent will be able to verify the situation in detail for you. You can send the email to : [email protected]

9. Legal

How old do I need to be to play casino games?

The games of chance and money offered by the Operator are reserved for natural persons who are competent and at least 21 years of age for casino games. You can find our Terms of Use by clicking on following link: https://www.goldenpalace.be/terms-of-use.

How old do I need to be to place sport bets?

The games of chance and money offered by the Operator are reserved for natural persons who are competent and at least 18 years of age, for sports betting. You can find our Terms of Use by clicking on the following link: https://www.goldenpalace.be/terms-of-use

Support

Please don't hesitate to contact us if you have any questions or are experiencing any difficulties. We would love to help. Click on "Mail to Support Center" to send us a mail with your default mailing application or simply contact us directly by mailing [email protected]!

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