FAQ

ACCOUNT ASSISTANCE

1. I forgot my password. What should I do?

For your security, we do not store passwords. If you’ve forgotten yours, please click the "Forgot Your Password?" link located just below the login field. You’ll be prompted to answer the security question you selected during registration. Once completed, you’ll see a confirmation message:

"Your password has been successfully changed. You may now log in."

An additional email will be sent to your registered email address confirming the password change.

2. How do I verify my account?

Shortly after signing up, you’ll receive a welcome email at the address you used to register. Inside that email, there will be a verification link. Clicking this link will confirm your account and ensure that you receive important updates, offers, and news about the latest games and promotions at Tugabet.

3. My game froze. How can I close Tugabet safely?

If your game becomes unresponsive during a round, we suggest closing the software using your system's task management tool:

1. Windows: Press CTRL + ALT + DEL and select Task Manager, then end the task.
2. Mac: Open Activity Monitor, find the game process, and force close it.

The game state will be saved, and you’ll be able to resume play once you log back into Tugabet.

4. I’m seeing the message "Player already connected" while logging in. What does it mean?

This message often appears if your previous session wasn’t closed properly. If you’ve used the instant play version of Tugabet, please ensure that you always log out by clicking the "Log out" button before closing your browser or application. Logging in again after a few minutes should resolve the issue.

5. I’m getting a pop-up blocker error when trying to access the Profile. How do I fix it?

To use the Profile and other features, pop-ups must be allowed. Here’s how to enable them:

For Internet Explorer:

1. Open Internet Explorer.
2. Click on the Tools menu and select Internet Options.
3. Navigate to the Privacy tab.
4. Uncheck the "Block pop-ups" box.
5. Click Apply and then OK.

For Google Chrome:

1. Click the Chrome menu (three dots) in the top right corner.
2. Select Settings, then scroll down and click Advanced.
3. Under Privacy and security, click Site Settings.
4. Click on Pop-ups and redirects.
5. Choose "Allow all sites to show pop-ups" or add tugabet.com to the allowed list.
6. Click Apply and OK, then restart your browser.

BONUSES

How do I claim my free bonus?

Congratulations! If you’ve received a free bonus from Tugabet, you’re just a few steps away from enjoying it. Simply:

1. Open the Profile
2. Go to the Bonuses section
3. Enter the provided Coupon Code
4. Click Activate

The bonus will be instantly credited to your account so you can start playing!

Which games can I use my bonus on?

Unless otherwise specified in the offer, most bonuses follow our Standard Wagering Rules; which allow you to use them on Slot games and Scratch cards.

Please note that game eligibility may vary from one promotion to another. To be safe, always check the full details in our Bonus Policy to avoid surprises.

Where can I track my bonus wagering progress?

To check how much of your bonus still needs to be wagered:

1. Open the Profile
2. Head to the Bonuses section

There you’ll find all current bonuses, remaining wagering requirements, and relevant deadlines. As different offers may come with different conditions, we strongly recommend reviewing our Bonus Policy for full clarity.

DEPOSITS & WITHDRAWALS

What payment methods can I use to deposit funds into my account?

Once you're ready to play for real, funding your Tugabet account is quick and simple. We accept a variety of secure payment options, including major credit and debit cards, Skrill, Neteller, and other popular e-wallet services.

The full list of available methods for your country can be found in the Deposit section of the Profile. Please note that availability may vary depending on your location.

Do I need to provide documents when I request a withdrawal?

Yes, as part of our standard security procedures, we may request identity verification documents when you make your first withdrawal.

If you’re withdrawing via bank transfer, or if your withdrawal exceeds the total amount you originally deposited, we kindly ask that you submit the necessary KYC documentation (such as valid ID and proof of address) before the request can be processed.

How long does it take to receive my withdrawal?

1. Bank transfers may take up to 5 business days to reach your account.
2. Processing times for other methods may vary depending on your payment provider.

For specific timelines, visit the Withdraw section within the Profile.

I got an error: "You cannot withdraw while having active bonuses." What should I do?

If you have an active bonus, you’ll need to complete the wagering requirements before submitting a withdrawal request.

You can check your current progress at any time in the Bonuses section of the Profile. Once the requirements are met, you’ll be able to request your withdrawal without restrictions.

Can I set limits on my gameplay at Tugabet?

Absolutely. At Tugabet, we’re committed to responsible gaming. You can set personal deposit limits and manage other account restrictions, such as cooling-off periods or temporary self-exclusion, directly in the Account Limitations section of your profile.

Are there any processing fees at Tugabet?

If any fees apply to your deposit or withdrawal, they will be clearly displayed during the transaction process. We believe in full transparency, no hidden costs.

SECURITY

Is Tugabet a safe place to play?

Yes, Tugabet is a highly secure and trusted gaming platform. Our reputation isn’t just built on great games, but also on the strict safety standards we uphold. All of our systems, games, and internal processes are fully certified and comply with the legal and regulatory requirements established under our operating license.

How secure is my personal information at Tugabet?

We take the privacy and security of your data seriously. Tugabet uses advanced encryption technology to ensure that your personal and financial information remains protected at all times.

We use TLS 1.2 encryption with ECDHE_RSA key exchange and AES_128_GCM cipher — industry-standard protocols that keep your data safe during any interaction with our site, including deposits and withdrawals. This means that no third party can intercept or misuse your information during transmission.

Where can I play Tugabet games?

Tugabet is accessible across multiple platforms. You can enjoy our games on:

Desktop computers (PC & Mac), Tablets, Smartphones.

Whether you’re at home or on the move, Tugabet is optimized for smooth and secure gaming wherever you are

Which game providers power Tugabet's games?

At Tugabet, you’ll find an impressive range of games from some of the world’s top developers, with such a wide selection, there’s something for every style of player; from slots and table games to live casino experiences.