FAQ - Frequently asked questions

The domain Vinn.com is operated by and is a trademark of Prozone Ltd, a company incorporated in Malta with company registration number C97366 and registered address at Mezzanine Office, The George, Ball Street, Paceville, St Julian’s STJ 3123, Malta and licenced in the European Union operating under the following license, issued by the Malta Gaming Authority (MGA): MGA/B2C/908/2021 granted as of the 29th of October 2021.

18+ Gambling can be addictive. Play responsibly. www.gamblingtherapy.org & www.gamblersanonymous.org

How do I request a withdrawal?

To request a withdrawal of the money you won you first click the button named account and then withdrawal. We ask that you request the withdrawal to the same account that you made your last deposit from. If you used PaysafeCard when you made your last deposit we ask you to please make the withdrawal to your bank account via Trustly.

How do I change my password?

Forgot your password? Don’t worry, we’ve all been there! To make a new password you simply click the words "Forgot password?" which is located right next to the log in box. You will then receive an email with the instructions to reset your password.

How do I change my email?

If you want to update your email address, please contact us via live chat or email and we’ll be happy to help.

How do I close my account?

If you want to close your account please contact us via live chat or email and we’ll be happy to help.

Can I make a deposit limit?

Yes, we suggest all of our players make a deposit limit. You do this by clicking on account and then limits where you can choose to set daily, weekly or monthly limit.

How do I re-open my account after I closed it?

An account that is closed indefinitely (meaning not permanently closed) can be reopened if you contact our customer service via live chat or email and we will help you.

Can I play at your casino?

You can open an account at our casino if you are over 18 years old and not a resident of any of the following countries:
Afghanistan, Algeria, Angola, Anguilla, Antarctica, Antigua and Barbuda, Argentina, Armenia, Aruba, Australia, Austria, Azerbaijan, Bahamas, Bahrain, Barbados, Belarus, Belgium, Belize, Benin, Bermuda, Bhutan, Bolivia, Botswana, Brazil, British Indian Ocean Territory, British Virgin Islands, Brunei, Bulgaria, Burkina Faso, Burundi, Cambodia, Cameroon, Canada, Cape Verde, Cayman Islands, Central African Republic, Chad, Chile, China, Christmas Island, Cocos Islands, Colombia, Comoros, Congo, Cook Islands, Costa Rica, Cuba, Cyprus, Czech Republic, Denmark, Djibouti, Dominica, Dominican Republic, East Timor, Ecuador, El Salvador, Equatorial Guinea, Eritrea, Estonia, Ethiopia, Falkland Islands (Malvinas), Faroe Islands, Fiji, France, French Guiana, French Polynesia, Gabon, Gambia, Germany, Georgia, Ghana, Greece, Greenland, Grenada, Guadeloupe, Guam, Guatemala, Guinea, Guinea-Bissau, Guyana, Haiti, Honduras, Hong Kong, Hungary, Iceland, India, Indonesia, Iran, Iraq, Israel, Italy, Ivory Coast, Jamaica, Jordan, Kazakhstan, Kenya, Kiribati, Kuwait, Kyrgyzstan, Laos, Lebanon, Lesotho, Liberia, Libya, Liechtenstein, Luxembourg, Macau, Madagascar, Malaysia, Malawi, Maldives, Mali, Marshall Islands, Martinique, Mauritania, Mauritius, Mayotte, Mexico, Micronesia, Moldova, Mongolia, Montserrat, Morocco, Mozambique, Myanmar, Namibia, Nauru, Nepal, Netherlands, New Caledonia, New Zealand, Nicaragua, Niger, Niue, Norfolk Island, North Korea, Oman, Pakistan, Palau, Palestine, Panama, Papua New Guinea, Paraguay, Peru, Philippines, Poland, Portugal, Puerto Rico, Qatar, Reunion, Russia, Rwanda, Saint Kitts and Nevis, Saint Lucia, Saint Pierre and Miquelon, Saint Vincent and the Grenadines, Samoa, Sao Tome and Principe, Saudi Arabia, Senegal, Seychelles, Sierra Leone, Singapore, Slovakia, Solomon Islands, Somalia, South Africa, South Korea, Spain, Sri Lanka, St. Helena, Sudan, South Sudan, Suriname, Swaziland, Switzerland, Syria, Taiwan, Tajikistan, Tanzania, Thailand, Togo, Tonga, Tokelau, Trinidad and Tobago, Tunisia, Turkey, Turkmenistan, Turks and Caicos Islands, Tuvalu, UAE, Uganda, Ukraine, United Kingdom, United States, Uruguay, Uzbekistan, Vanuatu, Venezuela, Vietnam, Virgin Islands, Wallis and Futuna Islands, Western Sahara, Yemen, Zambia, Zimbabwe

I’m planning on making my first deposit, what are your offers and wagering requirements?

We are happy to hear that you want to make a deposit with us! You can read about our current offer and rules on our Promotions page.

Can I play your games from my phone or tablet?

Yes, of course! Our site is customized to work just as well on mobile or tablet. To visit you simply type our website-address into your web reader in your phone or tablet.

My ticket doesn’t seem to be settled correctly?

We apologize for the inconvenience, although it’s rare unfortunately mistakes like this occur when tickets are settled. Please contact our customer service with your ticket ID and we will of course help you.

Why is the game/match I want to play not available?

If the game/match you want to play is not available please contact us via our live chat or email and we will check to see if your game will come up during the day or evening.

I can’t create an account, is it only possible to have one registered account per IP?

Yes, it’s only allowed to create one account per household and per IP address. If you already have an account, please use that one. If you don’t remember your password, click on "Forgot password?" to reset it.

My game just froze in the middle of me playing, what should I do?

Unfortunately, the games use a lot of memory in your browser. Please log out of your account, clear the cache and your cookies and then restart your browser. Your game will remember where you were so you can just log in and start it again. If this doesn’t work, please contact our customer service.

Do I have an account at your casino?

You are only allowed to have one account per person/IP and household so if you think that you might already have a registered account please contact our customer service with your full name, email and social security number and we will check it for you.

I just made an account but now I can’t log in. What should I do?

It’s great to hear that you just made an account! The reason you can’t log in is probably because you haven’t activated your account yet. You do this easily with the activation link that we sent to your email address.

Why hasn’t my withdrawal been sent?

Congratulations on your win! The reason why your withdrawal hasn’t been sent is most likely that we haven’t received all the requested documents. Please check your inbox for an email from us. If you can’t find any information regarding the verification that is required, please contact our customer service.