If you are not able to find an answer to your question amongst the following answers then visit the Helpdesk. Type in your question, send it to us and we will get back to you shortly with an answer.
Why are there three different tabs in the Bingo Lobby; All Rooms, Network Rooms & Local Rooms?
There are three tabs in the 'Bingo Lobby' All Rooms, Local Rooms and Network Rooms. All Rooms will show you all the Bingo rooms ,which are open across the whole network. Local Rooms feature the Local rooms for Carlos and the Network Rooms feature all the rooms available on the Virtue Fusion network, please click here to read more about our network rooms.
How do I enter a Bingo Room?
To enter one of the Bingo rooms and start playing, all you need to do is go to the 'Bingo' tab and directly in front of you is the 'Bingo Lobby'. Click on the green ‘Play Now’ button on the right hand side and this will open the Bingo Client, where you can start playing direct.
When in the Bingo, you have the option to add up to 4 different rooms at one time, purchase tickets in advance and play our popular slots or Scratch Cards.
In the top right hand corner your ‘Wallet’ balance is shown along with your ‘Bingo Bonus’ and ‘Games Bonus’ (To be used on the slots and scratch cards in the bingo) amounts. Next to the balance are three wheels, click here to check your game history and amend account details; such sound, graphics or game options.
Can I transfer Bonus money from bonus balance to main wallet or between bonus accounts?
You cannot transfer bonus money between accounts. The Bingo Bonus can only be used in the Bingo and the Casino/Slot bonus can only be used on specific slots in the Casino/Slot lobbies (Except Retro Slots).
Why do I need to send documentation when withdrawing funds or speaking with customer service?
In order to protect your privacy and to ensure we are speaking with the correct player, our Customer Support team would need the following forms of identification:-
• Government approved ID - E.g. Passport, Drivers Licence or National ID Card
• Copy of a Bank Statement or a screen shot of your Internet banking site showing proof of
address, full name and account number. (Please ensure you black out your credit/debit card
number and total account balance.)
If you not have a scanner available to use, simply take a photo with your phone or camera and email the documentation.
Please click here for more details on Carlos security.
How do I deactivate my CC?
How long does it take for my money to reach my account when I withdraw?
This is dependent on your selected withdrawal method, please see below for the details of each method:-
How do I withdraw money from my account?
Winnings on your account
MasterCard, Maestro and Visa Electron
Why do I get an error message when I’m trying to deposit?
There could be a number of reasons why you received an error when trying to make a deposit.
It could be a time out issue, where it may have taken a little bit of time to fill in the details, a potential problem with the deposit method or simply a browser Issue.
Please take a screen shot of your error or make a note as to what it said and contact our customer support team where they can assist you with your query.
(Please note when depositing with a Credit/Debit card only cards with a Card Security Code (CSC) will be accepted and the credit/debit card must be must be issued in the same country as where you have registered your Carlos account in. Please also check with your bank that they allow gambling transactions on your account)
How do I raise my deposit limit?
How do I deposit money into my account?
Make a deposit
Why can’t I see my Bingo Bonus in my main wallet?
The Bingo Bonus will now appear in the Bingo Client. The Casino/Slot Bonus will still continue to appear in the main ‘My Wallet’.
Why can’t I use my bonus?
Why haven’t I received the welcome bonus for bingo or casino?
In order to receive the Bingo or Casino Welcome bonus, you will need to have met the following requirements of each bonus:-
Bingo Welcome Bonus: - You need to play for a minimum of £10 on any of our Bingo Games and then your account will be automatically credited with a £25 bonus! (Please note this is relevant to your specific currency, if your selected currency is not GBP) Click here for more details on the Bingo Bonus.
Casino Welcome Bonus: - You will be rewarded a £10 bonus, for every £300 you wager up to a total of 10 times (£3000), giving you a total Welcome Bonus of £100*. (Please note this is relevant to your specific currency if your selected currency is not GBP) Click here for more details on the Casino Welcome Bonus.
*Please note also that some players will receive a Loyalty Bonus each month, the bonus is dependent on the amount each player has wagered for and can vary from player to player.
Is it safe to play?
How do I refer a friend?
How do I set my personal preferences?
Click on the tab marked My Account and choose Edit my profile. Then choose what settings you would like to change.
How do I register?
To register click the Join button and follow the instructions.
* Your name
* Your mailing address
* Your email address
* Your alias (nickname), the name seen by other Carlos players
* Your password
Once registered remember your alias and password, which you will need to log in to the site. This information should only be known to you.
Terms and Conditions
Prior to playing at Carlos, we require that you read, understand, and agree to the terms and conditions.