QueenBeeBingo.com: The Buzzing Bingo Site Is Here!
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Frequently Asked Questions (FAQ)


Getting Started

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How do I register?
  • Registering for Queen Bee 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 Queen Bee Bingo run on a Mac or a PC?
  • You can run the Queen Bee 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 Queen Bee Bingo. We do recommend that for a better gaming experience you play through a broadband connection.
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Banking, Deposits and Withdrawals

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How can I claim my welcome offer?
  • After you've signed up for an account, you can claim your welcome offer when you make your first deposit. Simply deposit £10 or more using promo code: HUNKY and your bingo tickets and spins will be added to your account.
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What do I get with my welcome offer?
  • When you sign up and make your first deposit, you'll receive £80 of bingo tickets and 10 spins. You'll receive 60 tickets (worth £30) to the Street Party bingo room and 4 bingo tickets (worth £40) to the Big Bang bingo room. Your spins will be credited on Fluffy Favourites.
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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 (take the table from the T&Cs).
  • 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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Support

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How can I contact the support team?
  • The Queen Bee 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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Security

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Is it legal to play bingo online at Queen Bee Bingo?
  • Queen Bee 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

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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 Queen Bee 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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UK PLAYER ONLY

Making a complaint

We hope that you are happy with our products and services, but if you are not, you can raise this with us. Here we set out details of how to do so, the escalation procedure that applies to any complaint that you may have with us, and the third parties to whom you can refer a dispute.

Complaints process

If you wish to make a complaint about any aspect of our products or services, you can raise it with our customer service department at help@bingosupport.org You should provide us with full details of your complaint and, where possible, any relevant evidence that we may reasonably require in order to assess your complaint. Please note that we do not accept complaints via social media.

Our support team will acknowledge receipt of your complaint within 24 hours of having received it. We will then investigate your complaint, come to our decision and provide you with our response within 14 business days of having received your complaint.

If you raise a complaint with us more than six months after the event that the complaint relates to occurred, we may not consider it (but this does not, of course, limit your right to bring a legal claim against us pursuant to the ‘Governing Law’ clause of our User Agreement or refer a dispute to eCOGRA or the European Commission's Online Dispute Resolution Platform as further set out below). We encourage you to therefore raise complaints promptly so that they may be resolved by us.

Escalation process

If you are not satisfied by the response from our customer service department, you should contact our Support Manager to escalate the complaint and review the decision made by the customer service department. You can do so by contacting Manager@bingosupport.org

You should provide the Support Manager with full details of your complaint and, where possible, any relevant evidence that they may reasonably require in order to assess your complaint and review the customer service department’s decision.

The Support Manager will then investigate your complaint, come to his or her decision and provide you with a response within 14 business days of you having escalated the complaint to him or her.

The Support Manager’s decision constitutes our final decision on the matter and the end of our internal complaints procedure.

Alternative dispute resolution

If you are based in the UK and your complaint relates to a gambling transaction (for example the placement of a bet or wager, the grant of a bonus, account management, or your ability to access funds or winnings), and has not been resolved at the first stage of our complaints procedure or within 8 weeks of you having made it, you may refer the dispute to our alternative dispute resolution partner, eCOGRA, free of charge.

If you exhaust our internal complaints procedure, or your complaint has not been resolved within 8 weeks of you having made it, we will send a notification to you setting out further details as to the process to follow to refer a dispute regarding a gambling transaction to eCOGRA.

More information regarding eCOGRA’S dispute resolution services, and how to refer a dispute to eCOGRA, can be found at http://www.ecogra.org/srs/policies_procedures.php. For a dispute resolution form please see http://www.ecogra.org/srs/dispute.php.

Please note, if you refer a complaint to eCOGRA before you have raised this with us, eCOGRA may not assess your complaint.

Online Dispute Resolution Platform

If you are based in any EU member state, you may also refer a dispute to the European Commission's Online Dispute Resolution Platform, details of which can be found at http://ec.europa.eu/consumers/odr/.

Making a legal claim

The above complaints procedure and alternative dispute resolution procedures do not, of course, stop you from bringing a legal claim against us, pursuant to the ‘Governing Law’ clause of our User Agreement, at any time.

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