Help

Click here to meet the CS Team.

If you have any queries, comments or problems with your tombola account, there are lots of ways for you to get in touch.

Our friendly UK based Customer Services team are here to lend a helping hand and deal with your enquiry promptly, the team are available 24/7.

There are lots of ways for you to get in touch:

Click here to get online support from our team instantly. Average response time 4 seconds.

Freephone - We aim to answer your call in 8 seconds.
0800 29 888 73

0800 29 888 73

[email protected] - we aim to reply within 4 hours.

tombola, Wylam Wharf, Low Street, Sunderland, Tyne & Wear,
SR1 2JR

tombola, wylam wharf, sunderland, sr1 2jr

getting started

what information do I need to prove my identity?

To comply with regulations, we are required to verify each players identity (age and address).  We do this via an identity check using an external electronic verifier, on some rare occasions this check may fail, and ID may be requested to verify the account manually before it can be used.

ID can be easily sent in via our ID upload tool within My account

To activate your tombola account, upload either:

  • your driving license
  • two documents; one from each of the lists below:

List One

  • Passport
  • National ID Card
  • EU Driver’s License
  • Birth Certificate 

List Two

  • Bank/credit card statement
  • Utility bill (eg gas/electric/council tax)
  • Letter from HMRC/DWP

Once you have submitted your documents via My account>ID Upload they will be reviewed by our team and you will receive an email to confirm acceptance/rejection within 24 hours.

I’ve already verified my account, why do you need more documents?

To comply with regulations tombola may need to request enhanced documentation, this could be to keep our records up to date, prevent fraudulent activity and/or for you to display you have sufficient funds to support your online activity. In this instance we may request information such as your occupation and salary/income. This may then need to be supported by bank statements and/or payslips.

my account is limited why?

As part of account reviews some restrictions may be applied to your account limiting the number of deposits you can make, such restrictions will be reviewed upon receipt of documentation.

what details do I need to give to register?

It's quick and easy to register on tombola, click here to 'join now'. Once registered you will be able to join in the fun at tombola. It only takes a few minutes to register. You'll be asked for the following information:

  • Choose a Username and password
  • Email address and contact telephone number
  • Name and date of birth
  • A personal security question that only you know the answer to

If you wish to play the games straight away you’ll need to deposit money using your debit card. Deposit today and claim £20 FREE! Simply deposit £10 and you'll get £20 FREE!

how do I deposit funds?

Login with your username and password and select 'My Account' and click on 'Credit Account' and enter the amount you wish to deposit. The money will be transferred from your debit you set up during registration.

 

what payment methods can I choose?

You can deposit money using your debit. We accept the following: Visa debit, MasterCard debit and Visa Electron. You can register a maximum of 4 payment methods on your account. Please note we do not accept American Express.

I was unable to deposit

The reason for this is usually something very simple, like a change of address or information entered incorrectly. It simply means our records need updating. Contact our Customer Services team and we will get you playing in less than 5 minutes!

If it’s your first deposit with tombola don’t worry a member of our friendly Customer Services team will give you a call to help resolve any issues.

how much can I deposit?

The minimum amount you can deposit is £10. The maximum amount you can deposit into your account at any one time is £250.00. We will not allow any deposits if your account holds £250.00 or more. You cannot deposit more than £250 a week.

What are net deposits?

Your net deposit amount is the difference between your total deposits and your total withdrawals each calendar month.

Example: You have deposited £300 this month, and have withdrawn £150. Your current net deposit amount would be £150.

We have maximum net deposit limits of £250 per week and £500 per calendar month.

If you have deposited £250 but not withdrawn, you will be unable to make further deposits to your account that week.

For more information on net deposit limits and how they work with your personal deposit limits, click here to see our handy little video.

how can I be sure that my payment details are secure?

Your security is guaranteed. We have secure-server software that encrypts all of your personal details including your card number. The information you submit to us is transmitted securely through your browser and our server. To ensure both servers are communicating effectively we have an SSL certificate from GeoTrust the online security leader (a VeriSign company).

All payments take place in the trusted secure environment, which is indicated to you with the padlock icon in your browser.

do I receive any bonus money when making my first deposit?

Yes, you'll receive a 200% welcome bonus on your first deposit up to a maximum of £25! Deposit £10-£25 and you'll get £20-£50 Bonus. You'll then have £30-£75 to play with on tombola.

I'm a new user what should I do first?

Our games are so easy to play and follow, that they only take minutes to pick up. You can also try reading the How to Play for each of the games.

If you have a problem setting up your account, don’t worry a member of our friendly Customer Services team will give you a call to help resolve any issues.

can I have more than one account?

No, only one account is permitted per individual. This account can be used to access both www.tombola.co.uk and www.tombolaarcade.co.uk.

We reserve the right to close multiple accounts opened by a single player, as this is a breach of our Terms and Conditions.

do I have to be a certain age to play tombola?

The games are only open to those aged 18 years or over at the time of registration and are open to any eligible person residing in the UK or in a country where the games are permitted and lawful. It is your own responsibility to find out if it is legal to play in your jurisdiction. Any participation other than that permitted is void.

why does it ask me for debit and credit card details?

In order to play and chat you will need to deposit money into your tombola account. You can supply this information when registering. You can deposit money using your debit card.

How will transactions show in my bank account?

Transactions to and from tombola will show as TOMBOLA.CO.UK.

Why can't I log in to my account?

There are a number of reasons why you may be unable to log into the account, this could relate to incorrect login details or the account status.

Please contact our friendly customer service team via live chat, email or phone (0800 29 888 73), who will be able to check your account further.

general

can I play the games for free?

You can play our free daily game twice every day - once on bingo and then again on arcade. SMS opt in required.

Keep your eyes peeled for promotional games too!

I can't play Hamster Race or tombola Roulette - why?

You can only play Hamster Race and tombola Roulette with real money that you have deposited. Players with ONLY Bonus Money or promotion funds in their account are unable to play Hamster Race or tombola roulette. In order to play you must first make a minimum deposit of £10.00. You can play all other games using tombola bonus money and promotional funds.

why is my bonus balance not decreasing/being used?

For any bet placed, funds are deducted from the player’s Cash Balance. If no cash is available, then the wager is deducted from their Bonus Balance. Therefore the Bonus Balance is only played if there is no Cash Balance.

what is chat?

We have over 30 chat rooms. They are a great way to chat to players about the game and things in general. To post a message in the chat room simply enter the text into the blank box and click Send or press Enter. Chat Moderators (CM) monitor the rooms 24/7 and ensure a safe environment for players. A chat moderator will have the letters CM before their name and their username and text will appear in red so they are easily identifiable to players. They will also run quizzes and award prizes (bonus money), click on the 'Chat' link at the top for more information.

my account details

I have forgotten my username or password - what do I do?

Don't worry, just go to the login area of the site and click on Lost Username/password, enter your details and the screen will provide you with your password. Should you experience any further problems please contact our UK Customer Services team

Our friendly in-house Customer Service Team are here to lend a helping hand, via telephone, email or live chat 24/7. We aim to answer your call within 8 seconds and emails within 4 hours.
FREEPHONE: Freephone 0800 29 888 73 from a landline or mobile.
EMAIL: [email protected]

how can I be sure that my payment details are secure?

Your security is guaranteed. We have secure-server software that encrypts all of your personal details including your card number. The information you submit to us is transmitted securely through your browser and our server. To ensure both servers are communicating effectively we have an SSL certificate from GeoTrust the online security leader (a VeriSign company).

All payments take place in the trusted secure environment, which is indicated to you with the padlock icon in your browser.

how can I view my account details?

In the My Account section you can view your transaction history, which informs you of all deposits, and withdrawals you have made. It will also provide you with a list of the games you have played, including the date and time they were played and what you won.

what if my details change?

Account holders are also responsible for keeping accurate details provided at registration up to date. You can access and amend your own individual account information by clicking on My Account Details in the My Account area of the site. As a security measure you have to contact tombola Customer Service team prior to being able to change certain credit or debit card information as well as your registered address

why have we requested Source of Funds information?

Here at tombola we care about our players and we want to ensure that the funding of your game play is not causing any negative impact on your finances. To help us to support you with this, we may occasionally ask for additional information confirming how you fund your tombola account.

Further information on why we need to ask for this information can be found on the UK Gambling Commission’s own website.

what documents do I need to send?

To verify the source of the funds you use to gamble with, we may ask you to provide additional information and documentation that shows you have sufficient funds to support your gambling activity

*This might include information such as your:

  1. Occupation
  2. Salary
  3. Another source of wealth/ income (Inheritance, winnings form another gaming site, Pension, or savings etc...)
  4. Sale of Property / assets

what information should I send?

Document type:

Dated within:

Wage slips/P60 
Your P60 shows the tax you’ve paid on your salary in the tax year (6 April to 5 April)

Last three months

Proof of earnings: Payslip/Director remuneration/Dividends

Last three months

Bank statement

Last three months, showing incoming wages for minimum 30 days’ worth of transactions

Pension statement/Savings/wins from another gaming site

Dated within last three months

Inheritance document(s) + corresponding bank statement/other windfall/compensation

N/A 

Sale of Assets (property, shares, company etc)

Dated within last six months

Assisted income statement

Dated within last three months

 

what do you do with my information?

The information you provide is treated in the strictest confidence and is only requested to allow us to support you in the best way possible. It will be managed in accordance with our privacy policy & not for any other reason unless cited above.

how long is the SOF process?

We will aim to review and contact the player with our response in min 7 days.

my account is limited why?

As part of account reviews some restrictions may be applied to your account limiting the number of deposits you can make, such restrictions will be reviewed upon receipt of documentation.

SOF/SOW where to send?

This will be sent to the CRT mailbox [email protected]

winning/withdrawing

what is the maximum I can withdraw?

You may withdraw any amount up to the total contained in your personal account. Any winnings over £20,000 can only be withdrawn by cheque. If you want to withdraw £20,000 or more your winnings will be sent via cheque to the address registered on your tombola account. 

Should your withdrawals accumulate to more than £2,000 since you joined tombola and have not previously provided ID, we will also request ID in order to process your withdrawals.

The quickest way to send your ID is to visit ID upload -this function allows you to upload ID from your computer or device directly to our customer support team. We will review your ID and get back to you within 4 hours.

how do I collect my winnings?

Depositing Players: Click on 'My Account' and 'Withdraw Cash', enter the amount you wish to withdraw. A withdrawal can be requested to your current registered payment method or cheque if your current payment method is a card.

  • Card withdrawals take 3-5 working days.
  • Cheque withdrawals take 3-5 working days.

Please note: If a player withdraws over £2000 they will need to provide one form of identification. This can be uploaded via my account or posted.

Non depositing players: If you have only played with Bonus money and won, funds can be withdrawn immediately via cheque. Winnings can be used to play our pay to play games, to do this you must first register a valid debit card to make a deposit.

Under current UK law, all tombola winnings are tax-free. We are under no obligation to report any amount that any player wins. However, should you have any queries we recommend that you consult with either an accountant or your local tax office to confirm the tax position on your win.

can I keep my winnings online in my personal account?

Yes you can. You can keep any amount of winnings in your secure account and you can withdraw funds at any time you wish, providing you have a minimum of £10.00 in your account.

technical support

do I have to download software to play?

No, you can play on desktop or mobile without downloading any software. If you would like to play on our bingo app you can download that for free.

what happens if I lose my connection?

If you become disconnected during a game, the game will be played for you by our bingo servers. Should you be a winner your account will automatically be credited. If you become disconnected during a game on www.tombolaarcade.co.uk you may be required to re connect to complete the game. If you have any questions please contact our Customer Services team. FREE game - simply go back and play again. You will be shown the game you started when you return.

fair gambling

is the game fair? How do I know it is not fixed?

tombola continually monitors to ensure games are fair, honest and consistent with the game rules and our terms and conditions. All results on tombola are randomly generated and cannot be predetermined - we use an industry standard Random Number Generator (RNG) to determine the outcome of each game. Whatever the customer has bet on or the amount they have staked has absolutely no influence whatsoever on the number the RNG arrives at.

game testing

All tombola games use the same RNG and have been tested by an independent auditor, approved by the Gambling Commission (GB) and the Gibraltar Gambling Commissioner. tombola ensures all games are put through rigorous tests before releasing it for customers to access.

Gaming Associates has evaluated the RNG, scaling, mapping algorithms, and the online games against technical standards for the jurisdictions of the United Kingdom and Gibraltar. The evaluation has been performed through source code review, functionality testing, emulation, verification of mathematical treatise, and statistical analysis.

Click here to view the latest RNG and games certificate.

playmates

I referred a friend and they are now playing, but I have not received my £20 bonus?

Before you receive your £20 playmate bonus, they need to spend £20 (not bonus money) on tombola. Once they've spent £20 (not bonus money) we'll send you an email to confirm the £20 playmate bonus has been credited to your tombola account. If you're not subscribed to tombola emails then you'll not receive an email, you can however change this so you receive a playmate alert.

They may have entered your username incorrectly whilst registering. Ask for them to check the spelling of your username. If there is an obvious spelling mistake Customer Services will change this for you.

my playmate has stopped playing - can I change it?

You can't change your playmate. The playmate is fixed and can only be changed if there is an obvious mistake like a spelling error.

how many people I can invite to play?

You can invite as many people as you want, there's no limit to the amount of people you can invite.

my friend won more than £20 on the free game and I never received a bonus - why?

The free game is not part of playmates. Therefore no bonus money will be awarded as a result of prizes won on the free game.

Safeplay

what is tombola Safeplay?

tombola believes that gambling should be an enjoyable pastime for adults. However, we are aware that, for a small proportion of people, it can become harmful. tombola (international) plc is working closely with Gamcare to ensure that we operate in a socially responsible manner. If you would like any help or advice, speak to a member of our Safeplay team or contact Gamcare using the link below. 

Gamcare | Gibraltar

tombola operate a number of features to help support Safeplay. These are:

    • Set your own deposit limits and lock them in place for set periods
    • Set a maximum stake amount per game, and lock it in place for set periods
    • Cool off – choose to stop playing for up to 5 months
    • Self-exclude from playing from 6 months to permanently
    • Game Freeze - you can opt to freeze any games you don't wish to be able to play

For all of the above - see 'My Account' and 'Safeplay', or contact our Customer Services Team on 0800 29 888 73, who will be happy to help...

why have we requested Source of Funds information?

Here at tombola we care about our players and we want to ensure that the funding of your game play is not causing any negative impact on your finances. To help us to support you with this, we may occasionally ask for additional information confirming how you fund your tombola account.

Further information on why we need to ask for this information can be found on the UK Gambling Commission’s own website.

what documents do I need to send?

To verify the source of the funds you use to gamble with, we may ask you to provide additional information and documentation that shows you have sufficient funds to support your gambling activity

*This might include information such as your:

  1. Occupation
  2. Salary
  3. Another source of wealth/ income (Inheritance, winnings form another gaming site, Pension, or savings etc...)
  4. Sale of Property / assets

what information should I send?

Document type:

Dated within:

Wage slips/P60 
Your P60 shows the tax you’ve paid on your salary in the tax year (6 April to 5 April)

Last three months

Proof of earnings: Payslip/Director remuneration/Dividends

Last three months

Bank statement

Last three months, showing incoming wages for minimum 30 days’ worth of transactions

Pension statement/Savings/wins from another gaming site

Dated within last three months

Inheritance document(s) + corresponding bank statement/other windfall/compensation

N/A 

Sale of Assets (property, shares, company etc)

Dated within last six months

Assisted income statement

Dated within last three months

what do you do with my information?

The information you provide is treated in the strictest confidence and is only requested to allow us to support you in the best way possible. It will be managed in accordance with our privacy policy & not for any other reason unless cited above.

how long is the SOF process?

We will aim to review and contact the player with our response in min 7 days.

SOF/SOW where to send?

This will be sent to the CRT mailbox [email protected]

bingo FAQs

How to play bingo?

First of all, buy your bingo tickets, some games you can only buy one, others offer multiple ticket purchases. The aim of the game is to cross off all of your numbers before any of the other players. A caller will announce each number. If you have it on your ticket, then you can mark it off. Each bingo game has different rules and prizes but most will have a prize for marking off one line, two lines and then all of the numbers, which is known as a Full House. A Jackpot is up for grabs if you get a Full House within a certain number of calls. All our bingo games at tombola have handy ‘how to play’ sections so you can read how the game works before you get started.

How does online bingo work?

Playing online bingo works in the same way as playing in a bingo club, except that you have virtual tickets and you can set up the game so that your tickets are marked automatically! Don’t worry, even if you are marking yourself and miss a number, we’ll still let you know if you’re a winner.

What bingo games does tombola have?

We’re really proud of our selection of unique bingo games at tombola – all of our games are designed and developed in house, so you won’t find our games anywhere else. Fancy a traditional 90-ball bingo game? We’ve got you covered with bingo90. If you want to give something a bit more unusual a try what about our explosive bingo game Blocks with two chances to win in every game? Or play with tickets from just 1p in Paper.

What bingo promotions does tombola have?

There’s always something exciting happening at tombola. In fact, we’re such a busy bunch we made a promotions page which we keep updated with all the offers we have running this month. Pop over to see what’s on offer this month.

What are Chat Moderators?

Chat Moderators are the friendly folk you’ll find in every Chat Room at tombola. They are around to help you play the games, have a good old natter and point you in the right direction if you need any help. They’re also well known for hosting quizzes and other room events, such as film nights and karaoke sing a longs.

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