Frequently Asked Questions
REGISTERING AT VICTORY GAMEZ
To register, please first read the Terms & Conditions located at the bottom of our home page. Then click on "Join Now!" and follow these steps:
Set up your account
This requires you to select a username and password and enter your email address. This username ("alias") and password will be used by you for all subsequent logins to the site.
Fill in your details. We are required to collect certain personal information in order to verify the identity of our players including full name, address, phone number and date of birth. Residence phone numbers are necessary in order for us to contact players with Prize/Contest notifications, and/or to assist them personally with queries.
Read our Registration & Participation Rules below.
REGISTRATION & PARTICIPATION RULES
You are only allowed to register once per person. A maximum of two accounts per household is allowed in cases where the second player in the household has requested and received permission in writing from Victory Gamez management. Multiple accounts are strictly forbidden and will result in all accounts being disabled and funds confiscated.
NEW PLAYER DEPOSIT BONUSES
Victory Gamez offers new members the following deposit bonuses totaling 1000%:
500% bonus on first deposit to a maximum of CAD$500 free;
200% bonus on second deposit to a maximum of CAD$600 free;
300% bonus on third deposit to a maximum of CAD$900 free.
The minimum deposit transaction amount is CAD$20, and the maximum transaction amount is CAD$1000. You may deposit a maximum total of CAD$1000 per hour and CAD$2000 in any 24-hour period. Victory Gamez offers the following deposit options:
Credit Cards (Visa, MasterCard) The following descriptors will appear on your bank or account statement: Debit/Credit Card Statements: Kanataplay - Malta
Electronic Money Transfer (Interac E-Transfer from your bank account)
How do I send an Interac E-transfer?
If you use online banking with a Canadian bank/credit union, then sending an Interac E-transfer takes just a couple of minutes.
Google is a great tool and if you search "your bank name" + Interac E-transfer in Google.ca, you should easily find instructions on how to send a transfer with your financial institution.
For information on sending an E-transfer, please contact your bank or http://www.interac.ca/en/interac-e-transfer-consumer.html
Or watch this video below: https://www.youtube.com/watch?time_continue=39&v=7xEIgj5_dTc
Why haven't you accepted my Interac E-transfer?
Please give us 24 hours to accept Interac e-transfers. However, if you are sending payment over the weekend please allow until Monday morning for your e-transfer to be accepted.
It also may be the case that your e-transfer was not accepted because your bank blocked the transfer. In this case you need to contact the bank to verify the transfer so that we can accept payment and begin processing your order.
Please also ensure you send payment to the correct e-mail address by copying and pasting the e-mail address on the Victory Gamez deposit confirmation page. Our e-mail address changes periodically without notice in an effort to prevent fraudulent payments.
Winnings earned prior to your first deposit are not eligible for withdrawal even after a deposit has been made.
Email correspondence from Victory Gamez regarding deposit/payout issues will be from: email@example.com
Victory Gamez players always have access to their funds and may redeem their winnings at any time provided their account is current and in good standing.* The minimum withdrawal request is CAD$50. The maximum request is CAD$1,000 per calendar month. Withdrawals may be requested via the following options:
Credit Card (Visa)
--Registration information must be the same as the billing information provided to our payables department. Any inconsistencies will result in a delay in receiving redemptions. For privacy and security reasons, email correspondence will be limited to communication with the email address registered on the account. Players are responsible for keeping their email address current.
--Withdrawal requests are approved by Victory Gamez Monday through Friday on a rolling 4-business day payout schedule. Withdrawals over CAD$1000 are subject to management approval and require additional days for processing.
--Wins from Progressive Jackpots of any kind will be paid in instalments to be determined by Victory Gamez.
--Players must achieve a minimum lifetime deposit amount of CAD$100 in order to be eligible to withdraw. Thereafter, players may withdraw up to a maximum of 200% of their lifetime net cash deposits.
--When you request a withdrawal you forfeit all bonus in your account. If you subsequently flowback or cancel your withdrawal request your bonus funds may be reinstated.
--Players are required to wait 24 hours after a successful deposit or completed flowback before requesting a withdrawal. One withdrawal request only will be processed in any withdrawal period.
--We reserve the right to limit withdrawal requests resulting from wins using free promotional cash and/or bonus. These requests are subject to management approval.
--Players holding more than one Network account are entitled to receive a payout on one account only in any 7-day period.
--At our discretion we may decline a withdrawal and/or impose a mandatory wagering amount if we believe a deposit has been made simply to satisfy eligibility requirements for promotions, withdrawals etc. We also reserve the right to put an account into limited withdrawal eligibility depending on deposit-to-cashout statistics.
*An account is in good standing when it is open and there are no pending or ongoing investigations associated with the account. An account is current when a minimum of CAD$25 has been deposited and wagered within the past 30 days. Cash winnings from free play games are available to withdraw if a player has deposited and wagered a minimum of CAD$50 within the past 30 days. Funds are not available for withdrawal from any account which does not satisfy these criteria.
GUIDELINES FOR BONUS FUNDS
Bonus Funds are not available for withdrawal, nor are they transferable. Bingo cards may not be pre-purchased with bonus. All Bonus Funds won or acquired in any way must be used within 15 days of receipt unless otherwise expressly stated. Unused Bonus Funds expire after 15 days and are automatically removed from player accounts.
Complimentary Bonus funds are extended to players as a means of supplementing their play time and are not intended to replace cash deposits and wagers. Manipulation of our bonus structure to preclude new cash deposits and facilitate continuous redemptions is considered an abuse of intention. Players exhibiting this behavior may have bonus privileges suspended at the discretion of management. Players whose net cash ratios are disadvantageous may have their ability to earn bonus temporarily suspended.
Birthdays are very special days and on your next birthday you can be eligible to receive CAD$10 bonus. Just send in a support ticket 24 hours before your actual birthday, letting us know the date, and requesting your Birthday Bonus. If you qualify, the Birthday Bonus will be deposited into your account the day of your birthday. The Birthday bonus is open to all players with an active account who have made a deposit within the last 7 days and who have bonus enabled on their accounts.
Use of a Victory Gamez Pre-Paid Card/Certificate constitutes the acceptance of the following terms: Pre-Paid cards are issued by Victory Gamez and are not replaceable if lost or stolen. Neither Victory Gamez nor any channel partners are responsible for loss, theft or mutilation of any card. Pre-Paid cards value is in Canadian Dollars and may not be combined with any other offer. The Pre-Paid cards are not redeemable for cash and are subject to general wagering requirements (30x) and promotion terms.
Free Bonus Cards
Cards with a “Free $10” bonus are also not redeemable for cash and are subject to general wagering requirements (30x) and promotion terms. These cards must be scratched manually to reveal the activation code which can be entered on the Victory Gamez website.
Winnings from bonus wagers are capped at CAD$100 upon qualification.
General Promotion Terms
Promotions are only available to valid account holders aged 18 or over. Bonuses are distributed at the discretion of Victory Gamez and convert automatically once wagering is complete. Withdrawal of funds before the wagering is complete will void all bonuses and any winnings attached thereto. Emails and SMS are sent at the discretion of Victory Gamez. Bonus funds may not be used on table games such as roulette or blackjack.
Victory Gamez reserves the right to cancel, terminate or alter any competition or promotion (or the rules thereof) at any time and without prior notification. All bonus terms and wagering are also subject to the main terms and conditions. In the event a technical misconfiguration or malfunction of any kind results in Bonus funds being credited incorrectly, Victory Gamez reserves the right to remove any excess funds and/or correct the Bonus award.
Play Through Requirement
Unless otherwise expressly stated all bonus including chat and egift bonus is subject to a playthrough requirement of 30x.
Wagering on most games will count towards meeting this Play Through Requirement, however the percentage varies from game to game.
The following games are included at the percentages listed:
All slots; Bingo - 100%
Video Poker; Blackjack - 20%
Roulette - 5%
We reserve the right to govern how bonuses are used before a player is allowed to cash them in. As such we deem it necessary to restrict certain types of wagering from contributing to the wagering/turn requirements. Any minimal risk wagering (for example black and red, odd/even on Roulette) may not be allowed to contribute towards bonus wagering requirements. Players deemed to be using minimal risk wagering tactics to redeem their bonuses or cash prizes risk having their bonuses, cash prizes and any subsequent winnings removed.
Bingo game prizes vary from game to game based on a number of variables including:
The number of players in the game
The number of tickets purchased
The ticket price
The amount of money staked
The amount of bonus money staked (if applicable)
The designated prize type (guaranteed; fixed; pari-mutuel)
Higher ticket prices and more players in a game will generally result in larger game prizes. Occasionally we offer a fixed minimum prize regardless of the number of players that participate and the price of the tickets. Across all of our Bingo games the average RTP (Return to Player) over the last six months is 98.85%. Therefore, the average House Edge is 1.15%. This number can change based on the variables listed above.
Prizes are awarded when bingo is achieved. Prizes are split evenly between all game winners.
Progressive jackpots are offered on some of our Bingo games. If a jackpot is won by two or more players the prize will be evenly split.
TRANSFERS BETWEEN ACCOUNTS - E-GIFTS
We offer players the option to securely fund another player's account by "E-gift". You may use the cash in your account to gift another player, who will receive the equivalent amount in bonus. Players may be donors any number of times, but may receive a maximum CAD$30 bonus per day. Players are not permitted to transfer cash or bonus between accounts, nor may they fund another player's account using their personal funding methods. This activity will result in accounts being blocked for risk of fraud.
All queries and complaints must be submitted via the Customer Support Help Desk. Help tickets will be answered within 24 hours of receipt.
Spamming of the Help Desk (sending multiple tickets regarding the same issue) is prohibited. Harassment and abuse of Help Desk staff is prohibited and will not be tolerated. Submitting multiple tickets on the same issue will result in your query being moved to the back of the queue.
If you are dissatisfied with the outcome of your support ticket you may draft a follow-up help ticket explaining your grievance. This follow-up help ticket will need to be addressed 'Care of Management'. Please give the Help Desk every opportunity to assist you before appealing to management. Again, you are not permitted to voice concern or discuss details of your help tickets in the chat rooms. Please be civil with our Support team. Rudeness will not be tolerated.
Your registration information becomes your permanent player profile with Victory Gamez. You may view this information via the Account tab where you will also be able to see a breakdown of your account balance. From this tab you may change your password by choosing to modify your Profile. For all other player profile changes you must contact our help desk. Supplementary documents may be requested in order to affect changes to your personal information.
The Player Profile is also the place to manage any restrictions you wish to place on your account. You may opt to reduce your daily/weekly/monthly deposit and wager limits from standard, in order to assist with money management. Please note you may not increase your limits above standard. Requests for increases must be directed to the Help Desk and are subject to a 24-hour cooling off period as required by our licensed jurisdiction.
If you wish to close your account for any period of time go to Account and choose "Close Account." You will be asked to specify a time frame. If you do not select a time frame your account will be closed until you request a reopen. In either case you must contact Support when you wish your account to be reopened.
Any person can request to be permanently excluded from accessing, playing on or depositing funds to Victory Gamez and all other gaming systems operated by providers that are licensed and regulated by KGC (Kahnawake Gaming Commission).
After choosing Self-Exclusion via the Account tab, a "Comprehensive Self-Exclusion Request" must be submitted by the player to the KGC via the form provided on the Commission’s website at: http://gamingcommission.ca/playerexclusion.htm Upon receipt of a Comprehensive Self-Exclusion Request the Commission will contact the player to verify details and will ensure the request is put into effect across the entire gaming platform. A Comprehensive Self-Exclusion Request is effective from the date and time of the request, and is irrevocable. If a player does not submit a Comprehensive Self-Exclusion Request within 6 months of choosing permanent self-exclusion from the site, Victory Gamez may unlock the player’s account at the player's request and permit the player to resume his or her gaming activities.
To register and play at Victory Gamez you must be over the age of majority in the country in which you reside. Typically this is 18 but it may be different in your country and it is your responsibility to check. You must read and consent to all published Terms & Conditions and must have authorization to use a valid payment method acceptable to Victory Gamez. All transactions by minors are considered null and void, including any winnings. Victory Gamez reserves the right to request proof of age at any time.
Play must occur in a jurisdiction that allows on-line gaming. Internet Gambling may be prohibited in the jurisdiction in which you are located. If so, you are not authorized to use any payment method to fund your Victory Gamez account. It is your responsibility to know if national or local laws prohibit gambling over the Internet in your jurisdiction.
Unless otherwise expressly stated, players must have deposited no more than 72 hours prior to the end date of any tournament, daily promo, featured promo or special offer in order to qualify to participate.
Unless otherwise specified access to free or penny bingo rooms is restricted to players who have deposited and wagered a minimum of 20 cash in the past 7 days. New players will have access to these rooms for one week following registration after which they must deposit and wager the minimum 20 cash.
Employees of Victory Gamez are prohibited from participating. To read more on eligibility, please see our Terms & Conditions.
TERMINATION OF ACCOUNT
Victory Gamez reserves the right to terminate a player's account at any time for any reason at our sole discretion. In the even Victory Gamez terminates a player's account, cash and/or bonus funds may be forfeited in part or in whole. Please see our Terms & Conditions page for details on account termination.
Players are permitted one alias change every six calendar months, based on a rolling calendar. (Example: An alias change on 18 April means the next alias change may not be until 18 October). There is no guarantee that the alias you previously had will still be available should you request it again. All requests for alias changes are to be submitted to our help desk.
Prizes are automatically deposited to a player's account. Members can play games from their winnings or request a redemption. Prizes over a certain threshold will be put into a pending state for game review. Once Management has confirmed the win, the prize will be credited to your account. Please contact support for any questions.
In the event there is a discrepancy between the Game results as recorded in Victory Gamez' database and that recorded by the player, the Victory Gamez game server results shall be considered valid. In the event games do not finish properly or record to the Victory Gamez game server, players will receive refunds for tickets purchased or funds played in those games.
Certain casino games have maximum prize caps on their associated progressive jackpots (pjp). Once a pjp maximum prize has been reached and until the prize has been won, contributions from player wagers on that game are reallocated to future pjps and/or player promotions.
Unless otherwise explicitly stated, casino game top prizes and/or Progressive Jackpots are awarded only when maximum is wagered. This is not always indicated on the individual casino game interface.
Certain bingo games with associated PJPs may play without the PJP component on occasion.
Victory Gamez wishes to assure players that every possible effort has been made to provide the world's most entertaining, reliable and honest bingo site on the internet. It is our sincere intention to ensure all players are satisfied with the quality and fairness of our games. Victory Gamez undertakes to promptly and impartially resolve all disputes that may arise from participation in our games. However, please be advised that in the event of any dispute regarding participation or prizes, the decision made by Victory Gamez will be final.
Disputes and requests for game information must be initiated within 12 days of game activity to allow for proper review and resolution. Detailed game activity is archived for 14 days after which it may not be referenced in any query or dispute initiated by a player. Please see our Terms & Conditions for more information on disputes.