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Frequently Asked Questions (FAQ)

Getting Started

How do I register?
  • Registering for Kozmo Bingo is simple. All you have to do is click the Join Now link on our home page, then fill in the form on our registration page. It only takes a minute or two and then you're ready to play bingo.
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Does Kozmo Bingo run on a Mac or a PC?
  • You can run the Kozmo Bingo game on either a Mac or a PC. And you don't require a super powerful computer to play the game. It will run on the average home computer. Put it this way, if you can surf the net, you should have no problems playing at Kozmo Bingo. We do recommend that for a better gaming experience you play through a broadband connection.
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Banking, Deposits and Withdrawals

What Deposit methods do you accept?
  • All banking is provided by Brigend, a wholly owned subsidiary of Cassava Enterprises Gibraltar Limited. We accepts most payment methods including Visa, Mastercard, Maestro and PaySafe card.
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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 Source On Statement
    Credit/Debit Cards 2 business days 5 business days 4-7 business days UK Regulated Lim
    MasterCard (UK only) 2 business days 2-3 business days 3-5 business days UK Regulated Lim
    Wire Transfer 2 business days 4-7 business days 7-10 business days A variant of: UK Regulated Lim or WorldPay AP Limited
    Paypal 2 business days 2-3 business days 4-5 business days UK Regulated Lim
  • Please find our withdrawal policy here.
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What is the minimum amount I can deposit?
  • You can deposit as little as £5 at one time
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I have made a withdrawal, when will the money be in my bank account or on my credit card?
  • It takes up to 8 working days for funds to appear in your account. All withdrawal transactions are processed by Cassava Enterprises (Gibraltar) Limited within 2 working days from your original request. However your bank or Credit Card Company may take up to 6 working days from then to complete the process.
  • We will allocate withdrawals to cards used on your account so as to cover expenditure on those cards across the life of the account.
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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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How can I contact the support team?
  • The Kozmo Bingo Customer Support Team is available to answer any questions you may have about your account or the game.
  • You can speak to one of our Customer Support Agents by visiting the help chat room in the game. Alternatively you can contact us by using the Help form on the Support page.
  • Finally, you can contact the team on the telephone on this number, 0808 2389 814 any time.
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Is it legal to play bingo online at Kozmo Bingo?
  • Kozmo Bingo is operated by Cassava Enterprises (Gibraltar) Limited, which is licensed to offer online gaming services by the Government of Gibraltar (License Number 022), regulated by the Gibraltar Gambling Commissioner under the laws of Gibraltar, and makes no representation as to legality of such services in other jurisdictions. Cassava Enterprises (Gibraltar) Limited is incorporated in Gibraltar, which is part of the European Union.
  • Our services in the UK are operated by 888 UK Limited, a company incorporated in Gibraltar, which is licensed and regulated by the Great Britain Gambling Commission.. We adhere to their strict regulations on fair play and prize payouts.
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Will my personal details be safe?
  • We take our responsibilities towards our players' security very seriously and we use the latest technologies to ensure that your banking and personal details are safe with us. 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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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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Game Play

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 Kozmo Bingo.
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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 get a new batch by clicking on the arrows below the bingo cards.
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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.
  • Email:
  • Phone: (toll free, UK only)
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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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