Frequently Asked Questions
Quick answers to the questions Winner Island crew members ask most often. If your question is not here, the live concierge is open 24/7.
Live ConciergeAccount & verification
Everything you need to know about opening, securing and verifying a Winner Island account.
Account & verification
How do I create a Winner Island account?
Click 'Join the Club' in the top right, enter email + password, choose your country, set a daily deposit limit and confirm your age. The whole process takes around 60 seconds.
Do I need to verify my identity?
Yes - one-time KYC verification is required before your first withdrawal. Submit one ID document plus one proof of address from Account > Verification. Approval usually clears within 24 hours.
Can I have more than one account?
No. Winner Island permits one account per person. Duplicate accounts will be flagged on the shared payment-method check and frozen until the duplicate is closed.
What happens if I forget my password?
Click 'Log In' > 'Forgot password?' and enter the email registered to your account. A reset link arrives within 60 seconds. Old passwords cannot be reused.
Bonuses & promotions
Where do I see active bonuses?
Account > Bonuses lists every active bonus, the wagering remaining, the time left and the eligible game pool. Each bonus has a 'Forfeit' button if you want to clear it before the timer ends.
Can I run two bonuses in parallel?
No - one active deposit bonus at a time. Cashback always pays alongside any bonus.
Are some games excluded from wagering?
Yes - live tables count at 10% toward wagering, table games at 5%, and a small list of high-RTP slots are excluded entirely. The full list is in the bonus terms when you activate.
Banking & withdrawals
How long do withdrawals take?
e-wallets and crypto: under 4 hours from approval. SEPA: next business morning. Cards: 1-3 banking days. Approval itself happens Mon-Fri 09:00-22:00 CET (weekends from Captain rank up).
Are there withdrawal fees?
No - Winner Island does not charge withdrawal fees. Crypto withdrawals incur a network fee only.
What is the minimum withdrawal at Winner Island?
€20 on e-wallets and Trustly, €50 on crypto, €100 on SEPA bank transfer.
Responsible gaming
Can I set deposit limits?
Yes - daily, weekly and monthly limits live in Account > Responsible Gaming. Decreases apply immediately, increases require a 24-hour cool-off.
What if I want to take a break?
Choose a 24-hour 'reality check' time-out, a 7/30/90-day self-exclusion, or a permanent one. Self-exclusion locks login and marketing for the chosen period - it cannot be reversed early.
Where can I get independent help?
GamCare (gamcare.org.uk), BeGambleAware (begambleaware.org), Gambling Therapy (gamblingtherapy.org) and AGOG (agog.nl) for Dutch-speaking crew.