FAQs

  • How do I contact Bella Casino?

    We love to hear your thoughts on how we're doing so let us know if you have any suggestions or comments! Plus if you are having any problems with Bella let us know, we want to put them right for you as soon as we can.

    If you need to get in touch with us about anything else, you can call our completely UK-based call centre. Our Customer Champions are highly trained and dedicated, so you can be sure that you'll speak to someone who can help.

    You can call us from 8am - midnight on 0330 102 8582

    (Please note calls to or from our contact centre may be recorded for training and quality purposes)

    If you don't want to call us, you can email: support@bellacasino.com or write to:
    Bella Casino
    Customer Services
    PO BOX 4933
    Maidenhead
    SL60 1WL

    We will always deal with complaints in a fair and proper way. Our Customer Service Team will always try their best to help you and we try to reply within 5 working days. If you feel that your complaint has not been answered properly, we will review it for you and then, if you're still unhappy, you can refer it to our regulator.
    If you would like to see our detailed complaints policy, just ask.

  • How do I withdraw money from my account?

    Withdrawing your money from Bella Casino is quick and easy.

    Once you have logged in, select ‘Account' by clicking on the silhouette in the top right.

     Account symbol


    To make a withdrawal, click the 'cashier' tab and select ‘Withdrawal’ follow the instructions on-screen. The minimum withdrawal is £10 per transaction (except for cases of a final withdrawal to close an account). Please note that your account must be verified to successfully withdraw. 

    Once you have finished, the amount will be taken from your balance. This has now been sent for processing.  

    Payments made to your account will appear on your statement as Bella. Bank holidays don’t count as working days, so withdrawals will take a little bit longer over these periods.

  • How can I change my payment method?

    To manage the payment methods registered to your account please follow the below steps:

    1. Go to the ‘Account’ section, at the top of the Bella Casino homepage.

    Account section

    2. Choose ‘Cashier’ from the list and select ‘deposit’

    3. Enter an amount and click ‘Next’. Don’t worry, this won’t take any money from your account at this stage!

    4. To add a payment method, simply select the drop down menu and click on the method you want to add. This will be added once you have completed a successful deposit.

    Choose payment method

    5. To remove a payment method, select the payment method from the drop down menu and click on ‘Remove’ under the logo.

     

  • I'm having trouble loading a web page in Google Chrome

    Oh no, that’s not good. Try holding down the CTRL button on your keyboard and pressing the F5 key. This will refresh the page and will hopefully solve the problem for you. If this doesn't work, you will need to clear your cache.

    How to clear your cache in Google Chrome:

    1. Open Google Chrome.

    2. On the very right hand side of the browser, click the icon that looks like three little lines and then Tools.

    3. In the Tools window click on Clear browsing data.

    4. In the window that opens click the Clear browsing data button.

    5. All done, now refresh the page again by holding the CTRL button and pressing the F5 key.

  • Why does my withdrawal still show as pending?

    When you initially request a withdrawal it will enter into a 'Pending' status. This simply means that it is awaiting processing by Bella.
     
    Once the transaction has been completed this will appear in your account history as a second line or entry as shown in the example below. This means that the funds have now left Bella. The funds are then with your payments provider to credit to your balance. Withdrawals should be received within 3-7 business days from the initial request.

    Account history

  • I'm having trouble loading a web page in Internet Explorer

    Oh no, that’s not good. Try holding down the CTRL button on your keyboard and pressing the F5 key. This will refresh the page and will hopefully solve the problem for you. If this doesn't work, you will need to clear your cache. 

    How to clear your cache in Internet Explorer 9:

    1. Open Internet Explorer.

    2. On the very right hand side of the browser, click Tools and then Internet Options.

    In the window that opens click the Delete button in the Browsing history section.

    In the new window untick everything except Preserve Favorites website data, Cookies and Temporary Internet files.

    Click the Delete button.

    All done, now refresh the page again by holding the CTRL button and pressing the F5 key.

  • I have forgotten my username/password

    Don’t forget that your password is case-sensitive. Try entering your details again if you think you might have made a mistake.  

    If you still can’t login, you can get your details emailed to you by clicking on either the forgotten username or password links below the login button.

  • How do I self-exclude myself?

    We take responsible gaming very seriously at Bella Casino. Although we want you to enjoy your time on our site, it is important that you control your gaming, and only bet what you can afford.

    If you would like to set yourself deposit limits on your account, you can do so in the 'Responsible Gaming' section of ‘My Account’.

    If you wish to stop yourself from gaming on Bella Casino you can use the Self Exclusion option, also found in this section.

    Self-exclude

    Otherwise, you can contact the Customer Service Team by Freephone on 0330 102 8582.

    Please be aware that any exclusion will be for a minimum of 6 months and will be imposed across all sites we operate. During the specified time period, you will not be able to re-open your account.

    If you believe you might have a problem with gambling, it is advisable to stop gambling altogether, or for a prolonged period. We would also recommend that you seek guidance from the support agencies listed on our keepitfun website.

  • How do I verify my account?

    In order to verify your details we need copies of the following:

      •  A passport, driving licence or birth certificate
      •  A utility bill or card statement (must be less than 3 months old)

    We do accept photocopies or scans of these documents. We also accept clear digital photos, which may be easier for you to provide.

    Once you have this information, please send it to us by one of the following methods:

    Email:
    verifyme@bellacasino.com

    Post: 
    Customer Security Team
    PO Box 70695
    London
    SW1P 9ZR

  • I have self-excluded. Can I re-open my account?

    Please note all requested self-exclusion periods will last for at least 6 months (although you may have specified a longer period). During this time you will not be able to re-open your account.

    We take responsible gaming very seriously at Bella Casino. Although we want you to enjoy your time on our site, it is important that you control your gaming, and only bet what you can afford.

    When your period of self-exclusion ends, you will need to speak to one of our team to confirm you wish to have your account re-opened. You can do this by calling 0330 102 8582.

  • How can I review what bonuses I have received?

    You can see what promotions you are taking part in in the ‘Account’ section. Just choose Bonus History in Bonus.

    Check bonuses

    This will show you all the promotions you are in the process of qualifying for and any credits that have already been made.

  • Can I register more than one debit or credit card?

    You can indeed. You’re allowed a total of 7 different payment methods registered and active on your account at any one time, 3 of these can be debit/credit cards.
     
    To do this you need to be logged into your account and click Deposit in the Cashier section of your Account.

    Deposit

    Enter an amount and click ‘Next’. Don’t worry, this won’t take any money from your account at this stage!

    Choose deposit amount

    To add a payment method, simply select the dropdown menu and click on the option you want to add. This will be registered once you have completed a successful deposit.

  • Why can't I add my card?

    There could be a few reasons why you can’t add your card to your account.

    Please check the long card number. If this isn’t right, the system won’t let you register the card.

    Check your issue number. This is usually a one or a two digit number in the bottom right of your card, it might not be labelled. Once entered, your card should be accepted.

    If you already have the maximum number of payment methods registered to your account the system will block you from adding another card.

    If the card is already registered, you can’t register it again.

    If your card is issued to under 18s we may need to verify your account before this card can be registered.

    If your card has been issued from another country that we don’t operate in (such as the US), it will be blocked by our system

  • How do I update my email address or address?

    Just go to your Account section, you can find it at the top right-hand side of the Bella Casino homepage. In there, you will see a section containing your account details.

    Account details

    In there you will be able to edit either your e-mail or home addresses.  

  • What payment methods can I use?

    You can deposit with us using any of these:

    Credit / Debit Cards
    Visa Credit
    Visa Debit
    Visa Electron
    Maestro
    Mastercard

    Others
    PayPal
    Moneybookers
    paysafecard

    All payments to and from us will appear on your statement as “Bella”.

  • Do I need to provide ID to open an account?

    When you open an account with us we will try and check the details you provide with a third party reference agency.
     
    Sometimes, this is not always successful, and at any time we might need ID from you to verify your account. If we can’t verify your details your account may be suspended or frozen. Acceptable forms of ID are:

      •  A passport, driving licence or birth certificate
      •  A utility bill or card statement (must be less than 3 months old)

    You can e-mail these documents to verifyme@bellacasino.com

  • Can I remove or decrease my deposit limit?

    Yes, you can. Simply log in and go to the Responsible Gaming section in Account. There you will be able to make changes to your deposit limit.

    Setting deposit limits

    If you wish to increase your limit, to spend more, a 24-hour delay will be enforced before the new limit takes effect, depending on your previous settings.
     
    If you wish to decrease your limit, to spend less, the changes will take effect immediately.
     
    Bella Casino takes responsible gaming very seriously. Please remember to only spend what you can afford to and stick to any limits you choose to set yourself. If you have any questions or concerns, please contact our friendly staff on 0330 102 8582.

  • I requested a withdrawal but the funds have been returned to my balance, why is this?

    A withdrawal may have been returned to you as we were unable to complete the requested payment method or the transaction failed.
     
    If you require further assistance with a withdrawal then please contact our team on 0330 102 8582

  • How many payment methods can I register to my account?

    We allow up to seven payment methods to be registered to your account at the same time, three of these can be debit/credit cards.

Last updated: 20th Feb 2018

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