Help

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

I already have a tombola account, do I also need to register for tombola arcade as well?

If you have already registered with tombola you can log in to tombola arcade with the same username and password.

What details do I need to give to register?

It's quick and easy to register on tombola arcade, click here to 'join now'. Once registered you will be able to join in the fun at tombola arcade. 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

If you wish to play the games straight away you’ll need to deposit money using your debit/credit card/PayPal account. 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 'Add Funds' and enter the amount you wish to deposit. Money will be transferred from the debit card you set up during registration.

What payment methods can I choose?

You can deposit money using your debit card. We accept the following: Visa, MasterCard, Delta, Maestro/Switch and Visa Electron. Alternatively you may wish to transfer money using your PayPal account. You can register a maximum of 4 payment methods on your account. Please note we do not accept American Express.

tombola will not charge you for making deposits or withdrawals, but please be aware that some credit card companies consider gambling transactions as 'cash' payments, and may charge you a cash advance fee. Check with your card issuer for more information.

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 £500.00. We will not allow any deposits if your account holds £250.00 or more. You cannot deposit more than £500 a week.

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).

If using PayPal as a payment method you can send and receive money online without sharing your financial details with tombola arcade. PayPal have an encryption system that will protect your personal details.

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!

So, deposit £10 and you'll get £20 FREE.

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. 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 arcade?

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/PayPal details?

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

General

Can I play the games for free?

You can play our daily game 4FREE twice every day, for free! SMS opt in required.

Keep your eyes peeled for promotional games too!

What is chat?

We have 5 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.

Chat rules

We hope you enjoy chatting and playing online at tombolaarcade.co.uk. We have over 100 Chat Moderators who will ensure everyone’s online gaming experience is fun, enjoyable and safe.

When joining tombola, players agree to the online chat rules, these rules form part of the terms and conditions. Chat Moderators have the ability to remove players if they break the rules. This can come in the form of a Time Out that lasts for 15 minutes, or as a Chat Ban, which lasts 72 hours.

The rules are simple

  • Please respect everyone in the chat rooms and remain polite and friendly at all times
  • Keep it clean so no indecent, foul language or masking of words that could be deemed indecent
  • Choose a nickname in good taste or we will ask you to change it.
  • Keep your identity secret. Do not give out your personal details for security reasons.
  • Players should not harass, slander, abuse, threaten or make derogatory comments towards the CMs or other players
  • Players should not promote other websites or companies in the chat room
  • Chat concerning any illegal activities such as hacking, stalking, gang activities, drug use are forbidden
  • Racism discriminatory or inflammatory behaviour will not be tolerated.
  • Sexual chat should not be used as it could cause offence to others
  • Don't use capital letters in our online Chat - it is seen as shouting
  • No children - this site is for over 18s only
  • Players who abuse the use of chat as a way of encouraging other players to add them as a playmate or distribute free fiver codes, can have their chat facility removed.
  • Please remember the CM’s are working hard to ensure everyone follows the rules and has fun.
  • Please be respectful at all times and remember CMs too have rules to follow and will always try their best to ensure everyone’s experience is a positive one. By following the rules we set out for the CM’s, we ask players to respect that the CM’s decision is final. If you have experienced something you are unhappy with, please contact our Customer Services Team who will be happy to assist you.
  • Most importantly we want the chat rooms to be a positive and fun place for all players. We know from time to time some players would like to win more often, but we ask all players to refrain from putting negative comments into chat - this can be complaining about same winners on the site, not winning and general complaining about the site and the games. It spoils the fun and the chat for other players. Please contact customer services they will be more than happy to discuss any concerns you may have.
  • Any player who continuously post negative comments about the site, games or players or breaks the chat room rules, will be removed from chat by the CM for 15 minutes time out or a Chat Ban which is minimum of 72 hours.

Why is my Bonus Balance not decreasing/being used?

Real funds will always be used before bonus funds with the balance of both displayed in each player’s My Account section. Real funds can be withdrawn, subject to the withdrawal policy, bonus funds can not be withdrawn.

How much does it cost to play?

In all of our regular games you can stake: 5p, 10p, 20p, 50p or £1

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 Forgot your login details? and we'll have you back on the site in no time. 

If you need any more help 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 30 seconds and emails within 12 hours.
FREEPHONE: Freephone 0800 29 888 73 from a landline
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).

If using PayPal as a payment method you can send and receive money online without sharing your financial details with tombola arcade. PayPal have an encryption system that will protect your personal details.

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 responsible for keeping their details up to date.

You can update your account information by clicking on 'Account Details' in the 'My Account' area of the site. As a security measure you have to contact tombola arcade 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.

SOF/SOW where to send?

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

Withdrawals

What is the maximum I can withdraw?

You may withdraw any amount up to the total contained in your personal account. If you do have a balance of more than £20,000, the withdrawal would need to be requested in multiple transactions (up to a maximum of £20,000 at a time).

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 Funds’ and enter the amount you wish to withdraw. A withdrawal can be requested to your current registered payment method.

  • Card withdrawals take 3-5 working days.
  • Cheque withdrawals take up to 14 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, emailed or posted.

Non depositing players: If you have only played with Bonus money and won, funds can be withdrawn immediately via cheque.

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.

How long will it take for money to be transferred into my PayPal account?

Withdrawals from your tombola arcade account into your PayPal account will take up to 72 hours to process.

How long will it take for money to be transferred from PayPal into my tombola account?

Money will be transferred into your tombola arcade account immediately.

Technical Support

What happens if I lose my connection?

The following applies to emoji, scratch, spin (not Pharaoh's run or pick a card bonus rounds) and flip (not bonus rounds) on tombola arcade:

If, for any reason, an individual player loses their connection to the game server then the system will include their purchase in the game as normal and any prizes due will be paid into their tombola account. This will have no effect on the outcome of the game.

The following applies to pick, Pharaoh's run and pick a card bonus rounds in spin and flip bonus rounds:

If, for any reason, an individual player loses their connection to the game server then you will not be able to continue your game on that device until you re-connect to the internet. If you are unable to re-connect you can log in on a different device and your game will resume where you left it.

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). 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 arcade account. If you're not subscribed to tombola arcade 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 can I invite to play?

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

Fair Gambling

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

All results on tombola arcade are randomly generated and cannot be predetermined - we use an industry standard Random Number Generator to determine the outcome of each game. The game is of the high quality you rightly expect from tombola arcade.

Game Testing

All tombola games use a random number generator. This random number generator has been independently certified by a testing company who are authorised by the Gibraltar Gambling Commission. Click here to show the certification of the game and its number generator.

Safe Play

Safe Play

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 safe play team or contact Gamcare using the link below. 

Gamcare | Gibraltar

tombola operate a number of features to help support Safe Play. 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 'Safe Play', 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]

Please note when applying any of the above Responsible Gambling tools they will apply on both tombola.co.uk and tombolaarcade.co.uk

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