Welcome to the Gambiva FAQ, where we answer the questions our players ask us most often. Whether you're new to our platform or you've been playing with us for a while, this page covers everything from account basics to payment timelines. We've organised it by topic so you can jump straight to what you need.
Contact and Support at Gambiva
How do I get in touch with your support team?
You can reach our support team through live chat, available directly on our platform, or by email. Most queries get resolved within minutes through live chat, while email responses typically land within a few hours.
What hours is your support team available?
Our support team operates around the clock. This means you can reach us at any hour, whether it's a quick question at midnight or a payment query first thing in the morning.
Do I need an account to contact support?
No, you don't need to be logged in to ask general questions about our platform. Account-specific queries, however, will require verification so we can protect your details.
Can I get help in languages other than English?
Our primary support language is English, tailored for our UK players. If you need assistance in another language, let us know and we'll do our best to accommodate you.
What's the fastest way to resolve an urgent issue?
Live chat is always your quickest route to a resolution. Our team prioritises urgent matters like withdrawal delays or login problems over general enquiries.
Casino Games and Fairness
How do I know your games are fair?
Every game on our platform runs on certified random number generator technology, regularly tested by independent auditors. This means outcomes are never predetermined and every spin or hand is genuinely random.
What types of games do you offer?
We host slots, table games, live dealer tables, and speciality titles from well-regarded software providers. New releases get added regularly, so there's always something fresh to try.
Can I check the return-to-player percentage before playing?
Yes. Each game on our platform displays its RTP information, usually found in the game's info or paytable section. This gives you a clear picture of its long-term payout behaviour before you commit any funds.
Do you offer demo versions of your games?
Many of our slots and table games include a free-play demo mode. This lets you explore mechanics and features before wagering real money.
Why did a game freeze or fail to load?
Occasionally a connection issue or browser cache problem can interrupt gameplay. Refreshing the page or clearing your cache usually fixes it, and our support team can help if the problem persists.
Gambiva Payments, Deposits and Withdrawals
What payment methods do you accept?
We support a range of options including debit cards, e-wallets, and bank transfers. The exact methods available to you will show at the cashier when you log in.
How long do withdrawals take to process?
Withdrawal processing time depends on your chosen method. E-wallets tend to be fastest, often clearing within hours, while card withdrawals can take a few business days.
Is there a minimum deposit amount?
Yes, we set a minimum deposit threshold to keep transactions manageable. This figure is displayed at the cashier and may vary slightly depending on your payment method.
Why has my withdrawal been delayed?
Delays usually happen when verification documents are still pending or incomplete. Once your account is fully verified, future withdrawals typically process much faster.
Are there any fees on deposits or withdrawals?
We don't charge fees on standard transactions, though your bank or payment provider might apply their own charges. It's worth checking with them directly if you're unsure.
Can I cancel a withdrawal request after submitting it?
In most cases, yes, provided it hasn't already been processed. Simply contact our support team as quickly as possible and we'll see what we can do.
Bonuses and Promotions
How do I claim a welcome bonus?
Welcome bonuses are usually applied automatically after your first qualifying deposit, or you may need to opt in beforehand. Check the specific promotion's terms to confirm which applies.
What are wagering requirements?
Wagering requirements specify how many times you need to play through a bonus amount before any winnings become withdrawable. These requirements vary by promotion, so we recommend reading the terms before opting in.
Do all games count towards wagering requirements?
Not necessarily. Some game types, particularly certain live dealer or jackpot titles, contribute differently or are excluded altogether. The promotion's terms will list exactly what counts.
Can I use more than one bonus at a time?
Generally, only one active bonus is permitted per account at a time. This helps us keep wagering tracked accurately and keeps things fair for everyone.
What happens if a bonus expires before I finish wagering?
Unused bonus funds and related winnings are typically removed once the expiry date passes. We always recommend checking the time limit attached to each offer.
Technical Assistance
The site won't load properly on my browser. What should I do?
Try clearing your browser cache or switching to an updated browser version. If the issue continues, our support team can walk you through further troubleshooting steps.
Why do I keep getting logged out unexpectedly?
This can happen due to session timeouts after periods of inactivity, or occasionally connection instability. Logging back in usually resolves it immediately.
Is there a minimum device specification needed to play?
Our platform is built to run smoothly on most modern devices with an updated browser and stable internet connection. Older devices may experience slower loading times with graphics-heavy games.
What should I do if a game crashes mid-play?
Refresh the page first, as this often restores your session along with any unsettled bets. If the problem continues, contact us with the game name and approximate time, and we'll investigate.
Why can't I reset my password?
Password reset links expire after a short period for security reasons. Request a new link directly from the login page if yours has timed out.
Account Management
How do I update my personal details?
You can edit most personal information directly from your account settings. For sensitive changes, like your name or date of birth, our support team may need to verify the update manually.
Can I have more than one account?
No. Each player is permitted a single account under our terms. Duplicate accounts may be closed and associated funds reviewed.
How do I close my account?
Reach out to our support team and request closure, specifying whether you'd like it temporary or permanent. We'll confirm the process and timeline with you directly.
What is account verification and why is it required?
Verification confirms your identity and age, keeping our platform secure and compliant with regulatory standards. It typically involves submitting a form of ID and proof of address.
How long does verification take?
Most verification checks complete within 24 to 48 hours once all documents are submitted correctly. Incomplete submissions can extend this timeframe, so double-check your files before sending them.
Mobile Gaming at Gambiva
Do you have a dedicated mobile app?
We currently operate through a mobile-optimised website rather than a downloadable app. This means you can access your account instantly through your phone's browser without needing storage space.
Will I have access to the same games on mobile?
Yes, our full game library is available on mobile devices, including slots and live dealer tables. Performance may vary slightly depending on your device and connection speed.
Can I deposit and withdraw funds from my phone?
Absolutely. The cashier functions identically on mobile as it does on desktop, so deposits and withdrawals work the same way.
What if the mobile site runs slowly?
Try closing other background apps or switching to a stronger Wi-Fi connection. Clearing your mobile browser's cache often helps too.
Is mobile play as secure as desktop?
Yes, we apply the same encryption and security protocols across both desktop and mobile versions of our platform. Your data and funds are protected equally, regardless of device.
We operate under a licence from the Anjouan Gaming Authority, Union of Comoros, and we're committed to responsible, transparent gameplay across our platform. Gambling should always stay enjoyable, so please play within your means and take breaks when needed. If you feel your gambling is becoming a concern, free confidential support is available through GamCare on 0808 8020 133. You must be 18 or over to register and play on our platform.