Frequently Asked Questions

You'll find answers to most of your questions here, if not contact us through the Support Page.

Change address- account or other personal content.

- My personal address, e-mail, phonenumber or other personal data has been changed. What do I do?

Login in and go to your Account Settings, here you can change all your personal settings. Make sure you enter everything correctly as your information may be used for verification purposes.
- I have more than one e-mail address; can friends use these to invite me?

Yes, you can only have one account, but in your Account Settings you can ad multiple e-mail addresses to your account.
- Can I open more than one account?

No, After registration you receive a personal User Account. Each User can and may only register once. A User cannot hold more than one User Account at TWLV, nor is he or she permitted to allow a third person to use the Service via their User Account.

General questions

- Until what time, at the day of the Bingo Game, can I buy a ticket for a certain pot?

Tickets sales per bingo game event stop twelve (12) minutes before each related event. If your purchase is not processed before that time, you will automatically be playing for the next event of the related pot.
- Can I choose a personal ticket number or matrix numbers?

No, a number and a matrix will be assigned to you when you buy a ticket.

TWLV assigns a unique number to each Ticket that a User purchases. This number includes a code for the region of the related Bingo Game, an indication of the year and month in which the ticket is purchased, and a unique eight-digit number. On this ticket a matrix of 24 numbers will be shown, and these are the numbers for your Bingo Games.
- How many tickets can I buy?

You can buy as many tickets as you like. Buying more tickets can award you with complimentary tickets as well. Go to Buy Tickets to learn more.
- Can I change the language the site appears in?

Yes, On every page on the Website, by clicking Language, you can select from a multiple of languages. You can also change your language preference in your Account Settings.
- I am not getting TWLV e-mails delivered to my inbox

Check the(spam) filter settings of your inbox, and make sure TWLV is indicated as an accepted source. If this does not help, check if your e-mail address as enteredin your Account Setting is correct.

If you still don't receive them, contact our Support Centre and our customer service will support you.
- I want to change my currency, how do I do that?

TWLV is not allowing currency conversions or transactions due to Anti Money Laundering legislation and guidelines. The currency you have selected during registration will remain your currency during the entire membership. This cannot be changed on the website.

If you have a problem with your current currency setting, please go to our support centre to have our customer service assist you.
- When I am registered, how long do I (have to) play?

Each Regional ticket is valid for 12 months, so you will play at least one year. During this period you're an active user and your account cannot be inactivated. Once the last Bingo Game for a pending ticket has been executed you may close your account. Please check the Terms and Conditions if you want more info on this subject.
- Can I buy a ticket in a shop or somewhere else offline?

No. Tickets for the TWLV Game of Chance and participation to any of the TWLV games offered on the Website can only be done online. To buy a Ticket you have to register on the Website.
- Where can I find info about the gaming control commission and license Authorities?

TWLV organizes games under license of the Isle of Man Gambling Supervision Commission, which ensures that the games meet the legal requirements as regulated in the Isle of Man. You can find all information on their website www.gov.im/gambling/ .
- I want to stop playing.

You can close or end your Account if no more tickets allocated to you play for Bingo Games and or Win Partners bonus can be granted. You may then withdraw all balance from the Real Money Account and request the closure of the User Account by a letter or e-mail or call using the contact information given under ‘Contact' on the Website. TWLV will process the application within a reasonable period and close your Account. NOTE: The balance on the Free Play Account may only be used for purchase of tickets on the Website, and any credit at the time of closing/End lapses to TWLV.
- Why should I play TWLV Games of Chance?

TWLV is a global online Game of Chance, transparent, trustworthy and easy to understand, combined with attractive win-chances and high pay-out rates. The affiliate Win Partner concept allows you to create a network of literally thousand of friends to play with you and win with you. TWLV is unique, exciting and allowing you to use your social network in your own win chance advantage.

Regional- continental- or world ticket(s)

- When do I get a free Ticket?

For every 4 Regional tickets bought at once, you get a complimentary Continental Ticket.

For every 16 Regional Tickets bought at once, you get complimentary 4 Continental Tickets and one World Ticket.

Continental Tickets and World Tickets cannot be purchased.

Every extra ticket allows you to invite 12 more friends to create a bigger Win Partner network. So when you buy more, you invite, you play more, and... win more!

Jackpot

- When is the Jackpot Game Event?

The Jackpot bingo game event is organized end of every year (31 December). Bingo Games for The Jackpot prizes will be held among all participating Regional tickets purchased in the period of one year (12 months) prior to the event.
- What is the difference between the Jackpot and other pots?

When a user registers directly, not as a result of an invitation, Commission and Bonus are diverted to a Jackpot sum. 50% of the total Jackpot sum will be distributed to the designated Charity (WWF). The remaining 50% of the jackpot sum is The Jackpot prize pot; this pot will be subject to a bingo game event and distributed to 60 prizes, according to TWLV's standard table of prize percentages. Each prize is awarded by a Bingo Game.

Every Regional Ticket plays for the Jackpot Bingo Game!

Bingo

- What is a Bingo Game Event?

All pots are awarded at a set date and time during a Bingo Game Event. The total value of the pot will be divided over 60 prizes (see Prize Table), and each Prize is awarded by a consecutive Bingo Game, 1st prize first etc.
- What is a Bingo Game?

Each Prize at a Bingo Game Event is awarded by a Bingo Game. Numbers are drawn randomly (by the Random Number Generator) using the numbers 1 – 75. When the numbers on your Matrix all match (Full House) the numbers drawn you can claim your prize. When there is a successful match the game ends.

Winning

- How do I win a prize?

During the Bingo Game events the pots are divided over 60 prizes, each awarded by a bingo game. Every bingo game will be performed live on the website. Numbers are drawn consecutively and presented on the live game page. When you have a full house, meaning all numbers on your matrix (or one of your matrices) match the numbers drawn you must claim your prize by clicking the Claim button on the live game page. First claim wins, so if more cards have a full house simultaneously whoever claims first wins! When you play on auto-play mode (this is the default setting) this claim will be performed automatically after 12 minutes.

If more successful claims are generated automatically (by auto-play) a new bingo game will be performed amongst the winning cards.

You play with the same ticket and matrix for all 60 Bingo games in a Bingo Game Event.
- Can I play with the same tickets in every Bingo game?

Yes, even if you have won, the same ticket and matrix will play for every Bingo Game in all related consecutive Bingo Game Events.
- I have won a prize, what do I have to do?

You don't have to do anything. Prizes, and Bonuses are directly (and at the latest within one (1) working day after the related Bingo Game and publication of the prizes) credited to your Real Money Account. You will receive a notification message by e-mail. You can withdraw winnings from your Real Money Account at any time (please respect a minimum withdrawal of GBP 12 per transfer).
- I missed a Bingo game event; can I see the Bingo Game results?

The Website will display all historical Prizes including a list of winning numbers and their related prizes for at least the twelve (12) previous months at all times. Got to Draws and Prizes to learn more.
- What is the Return?

The Return is the percentage of money from the purchase prize of Tickets that is returned to the users as a prize, commission, bonus or jackpot money. The exact Return of latest Games is published on the Website at the Draws and Prizes section.
- How much is the Pay-out?

The Pay-out is the percentage of money from the purchase prize of Tickets that is returned to the users as a prize, commission or bonus, thus excluding charity contribution. After the final Game events of each calendar year (in December) exact Payout rates are published on the Website. This percentage can vary but is anticipated to always be a percentage between approximately 62% and 70% of the turnover.
- Is the pot value awarded completely after a bingo game event?

Yes, Each pot awards 60 prizes at every Bingo Game. The value of each prize is equal to a percentage of the total pot value. (See Prize Table). The value of each pot is determined by the number of active Tickets designated to the pot, and in the case of the Jackpot by the amount of Commissions and Bonuses designated to the pot. (See also Return and Pot money).

If there are less than 60 tickets playing for the pot, the surplus of prizes will be distributed pro rata among the winners.

There are no amounts carried forward to other pots!
- Will I remain anonymous when I win?

Yes. TWLV will only publish the winning number. The names of the winning Users will only be made public, and/or published or communicated your express consent, unless under a legal obligation.
- How do I know how much money is in the pots?

The final value of a pot is determined and set 12 minutes prior to the Bingo Game, coinciding with the termination of tickets purchase and designation for the pot. The amount at that time will be frozen and displayed as final pot value on the Website. Go to Draws and Prizes or to the Pot Maps to learn more.

Win partner

- What is a Win Partner?

A Win Partner is a player connected to your Win Partner network. You earn a bonus on winnings of your Win Partners as long as they are in your network.

When you buy a TWLV Game of Chance ticket, you can invite friends, 12 friends per ticket, to register and buy a ticket as well. The Invited friends who accept the invitation and become active users (by purchasing at least one (1) Ticket), within twelve (12) days, will be connected to you as a Win Partner. You will be awarded a Commission and will receive a Bonus on future Prizes won by them.

Friends of your Win Partners, and their friends, all that have registered within 12 days after you first purchased the related ticket, become Win Partner as well.
- How many Win partners can I have?

There is no limit to the amount of Win Partners.

Each Ticket (Regional-, Continental-and World Ticket) allows you to invite twelve (12) new friends to participate in the TWLV Game. Al friends connected to your friends and to their friends (3 levels) become Win Partners. Depending on the number of tickets you and your Win Partners buy, and the amounts of friends you and they invite and connect, this can create literally hundreds or even thousands of Win Partners.

Even if you invite just one friend a large Win Partner network can be created, if this friend buys more tickets or invites many friends.
- My friend has registered, what do I get as a commission?

One twelfth (1/12) of the Ticket price is paid as Commission to the User, on successful introduction of a first level win partner. This commission will be distributed to your Free Play Account immediately after the purchase has been processed.

The commission can be used for buying TWLV tickets or playing TWLV games only.
- What is a bonus?

The Bonus is the amount that is awarded to you if the Win Partner is designated to you, there is no bonus awarded on jackpot prizes. The Bonus amount is a percentage of the amount (Prize) that the Win Partner is awarded with. This percentage relates to the position or ranking of the Win Partner in connection to you.

A bonus is distributed directly to you Real Money Account. The money on this account can be used to Buy Tickets or to withdraw.
- How much bonus do I get from Win partners?

The Bonus is calculated as follows:

  • An amount equalling 6% of the amount of any prize won by a First level Win Partner (Directly Invited User or friend);
  • An amount equalling 4% of the amount of any prize won by a Second level Win Partner (User Invited by first level Win Partner or friend's-friend);
  • An amount equalling 2% of the amount of any prize won by a third level Win Partner (User Invited by second level Win Partner or friend-of-friends-friend).

PlayerCommission paidBonus paidBonus paidBonus paid
User
1st level Win Partner12% to User6% to User
2nd level Win Partner4% to User
3rd level Win Partner2% to User
- Does the Bonus affect the prize of the Win Partner?

No, his prize is paid out in full. The bonus is paid from a separate reserve. If no Win Partner is connected the bonus is distributed to the Jackpot.
- Can a friend be added as Win Partner for more than one player?

No, If a friend is already associated with a pending invitation from another User or if the invited friend is already a registered (active) User this friend cannot be invited. This will be indicated during the invitation process. You can replace the invitation by another when this happens. (please note that denied invitations cannot be replaced!).
- When is a player locked as Win partner, and when is he unlocked?

During the acceptance period of twelve (12) days, invited friends (pending invitations) cannot be invited by other Users. After the twelve (12) day period the invited friends who did not register are free to be invited by other users.

All the purchases of tickets made within these 12 days will be subject of Win Partners bonus tickets. Any tickets bought after the 12 day period are not subject to Win Partner bonus.
- Can I see who my Win partners are?

TWLV respects the privacy of the players and the names of your Win Partners will there for not be published on the Website. You can see however the total Win Partner network by the number of their tickets connected to you. You will only see the ticket numbers allocated to them, and bought by your Win Partner in the 12 day period. It is indicated as soon as a number wins a prize.

Further more you can choose to invite them anonymously or personally.

Bingo Games

- How are the Bingo Games performed?

A by the licensor approved and controlled RNG (or Random Number Generator) shall determine the winning numbers by independent draw, based upon the registered data (ticket numbers) in the central computer of TWLV. The Bingo Games will take place according to the dates and times published on the website.

The Certified RNG will draw only from ticket numbers sold, resulting in 100% of the pots being paid out every Bingo Game.
- How are the winning numbers selected?

The Bingo Game is executed by means of a computerized Random Number Generator. Numbers will be randomly drawn until at least one of the participating tickets successfully claims a full match (full house).
- What is a random number generator?

To guarantee the fairness of the Bingo Games, a Random Number Generator (RNG) performs them. As the name already indicates this is a device generating random picks of numbers. This way it is guaranteed that the company or users cannot manipulate results. The RNG is tested and certified. < see certificates>
- Who controls the fairness of the Bingo Games?

TWLV organizes games under license of the Isle of Man Gambling Supervision Commission, respecting the legal requirements as regulated in the Isle of Man. The Software and Random Number Generator are certified and checked on a regular base by TNT/GLI.
- When is the time and date of a Bingo Game Event?

Date and time of all events are published, well ahead of the actual Bingo Game, by TWLV via the Website. You can also find the Bingo Game dates on your tickets.

Generally Regional bingo game events are performed every month, Continental bingo game events quarterly, and the World event end of year. Bingo Games are always performed on the 12th day of the month. The Jackpot event is performed the 31st of December every year.
- When I am on vacation and in another timezone, when does the Bingo Game take place?

As a result of various time zones in different countries, regions and continents, dates and times of events may differ from each other. You need to verify the exact date and real time of each Bingo game event relating to your own current position and time on the Website.
- My payment has been rejected, what does that mean?

If a payment cannot be proceed this could mean several things:

  • Your personal data in your account settings does not match the payment information. Please check if all data is filled out correctly!
  • In case of a direct debit or bank transfer or wallet payment the balance on your account may be insufficient. Please check the balance and make sure it is at least matching the total amount of your payment!
  • In case of a credit card payment the payments service provider, bank or card issuer may have rejected the payment. Please choose another payment method.
  • If you are under aged (under 18) or try to register from a country in a by law and regulations restricted area your registration and payment will be rejected.
  • If you have activated self-exclusion or limited your budget in your personal settings, this may result in a rejection of any payments to your account. Please check your settings!
  • If you are exceeding the maximum amount per transfer of the chosen payment method, the payment will be rejected. Please choose another payment method or adjust the amount of you transaction!
  • In any other case, please contact our support centre on the Support Page and our customer service will assist you further.

- I want to pay by transfer, but there is no option available my bank accepts, what do I do?

You can choose from the payment options offered in the payment section. If transfer by bank is not available you can choose to open a wallet or pre-paid credit card. Click the desired option in the payment page and follow the instructions. If you want to know more about different payment options please contact our support centre via Contact Us and our customer service will assist you.
- I want to transfer my winnings to my own bank account, what do I do?

You can withdraw money from you Real Money Account at all times. Got to you Real Money Account and choose the Withdrawal option. Follow the instructions that will lead you through the transaction process.
- What is the minimum amount I can play with?

You must at least buy one (1) regional ticket to complete registration and play the TWLV Game of Chance. With a regional ticket you play for twelve (12) consecutive monthly Bingo Game events.
- My Credit card is being declined, why and what can I do?

Please choose another payment method on the payment page like a debit card or a bank transfer or open a pre-paid credit card or wallet to proceed. Clicking on the desired option in the payment page and following the instructions will lead you through the process.
- Can I transfer money to another user, or receive a transfer from another user?

No, your Real Money Account with TWLV can only be used for your personal deposits and withdrawals. You cannot transfer funds to other users accounts.

Accounts

- When is my account active or inactive?

When you no longer actively play (i.e no longer have a valid ticket for a forthcoming Bingo Game or right to any bonus by a Win Partner) for a minimum period of 90 days after the last Bingo Game of your last ticket(s) purchased, you will receive an e-mail notification. You can then indicate whether you wish to continue playing as an active User or change your status to inactive User. If you do not response to this e-mail, you will automatically be de-activated.
- I am an inactive user and want to be an active user again, what do I do?

If you re-activate your User Account by logging in and purchasing at least one (1) Ticket, you are automatically reinstated as an Active User .
- What is the inactive user fee?

As set in art. 3.4.20 of the Terms and Conditions, the Inactive User Fee is an administrative fee which is deducted from the balance on the Users Real Money Account or Free Play Account if the user is inactive for a period of 90 days or longer. Ref: Inactive user fees 1.1
- What is a Real Money Account?

The Real Money Account is a protected, ring-fenced account. A User can deposit money into this account or withdraw money from it using the various payment and transaction methods offered on the Website (see also Conditions for participation via the internet). The User is the sole owner of this account, and may claim the balance, or a part there of, at any time.
- What is a free play account?

The free play account is used to transfer Commissions and other free play credits to you. Funds on this account can only be used for buying Tickets and or playing games organized on the Website by TWLV. You cannot deposit and/or withdraw funds to and/or from the Free Play Account.
- Is my Real Money Account balance used for your operational expenses?

No, the Real Money Account is used for paying tickets purchased by you and to credit awarded prizes and bonuses to you. The Real Money Account can only be used in relation to games organized by TWLV and Services offered on the Website, and may not be used for any other purpose.

Safety

- What happens with my personal data after registration?

During the process of registration and the opening of a TWLV User Account, we ask that you send us personal information, including your name, mailing address, e-mail address, password, and your date of birth. We need your date of birth to verify that you are at least 18 years or older (depending on the legal gambling age in the country you reside in). We will use your personal data to confirm identity for various financial transactions and procedural verifications, to inform you from time to time of events and news, and for our customer service.

Your personal data, like your e-mail address and phone number, will not be used or sold to third parties without your specific consent.

If you choose to receive newsletters but no longer wish to receive newsletters, you can unsubscribe from them following instructions in the newsletter or in your personal settings.
- Is it safe to open an account?

Yes. TWLV has invested substantially in servers- and database backup and firewalls to protect the data collected by TWLV. The techniques used are first-class protection tools. TWLV uses strictly controlled data centers with premium protection measures such as DDOS protection.

Your personal data is kept safe and secure respecting the Terms and Conditions of our Privacy Policy.

The money on your Real Money Account is ring-fenced protected and TWLV is obliged to follow the strict player protection regulation of the licensor, which are considered among the safest applied.

Responsible gaming

- Are players protected against gambling addiction?

TWLV takes Responsible Gaming seriously. In the Responsible Gaming section on the website you can find a multiple of tools, advices and links to assisting bodies regarding addiction, safe and fair play, and protecting minors from playing.

You can, in account settings (via 'Self-exclusion') exclude (block) your own use of the Service for a certain period. You cannot log in to your Account during that period. For self-exclusion a User can opt for a one-week exclusion (Can only be set twice) or a self-exclusion of 6 months. The six-month period can be used as many times as required.

We further advise you to spend your money wisely. You can budget your spending in you account settings to limit your game play.

Age verification

- Does TWLV accept players from all countries and regions in the world?

Participation in the by TWLV organized games is open to all persons aged 18 years and older, and is not intended for use by (I) persons who are under 18 years old, (II) persons who are underage in their country of residence, and (III) persons who connect to the Website from territories where this is forbidden by law. TWLV is not able to control the legality of its products and services in every country, and it is therefore the responsibility of the User to do so.
- How old must I be to play TWLV?

Participation in the by TWLV organized games is open to all persons aged 18 years and older, and is not intended for use by (I) persons who are under 18 years old, (II) persons who are underage in their country of residence, and (III) persons who connect to the Website from territories where this is forbidden by law. TWLV is not able to control the legality of its products and services in every country, and it is therefore the responsibility of the User to do so.

Bonus

- What happens with the bonus not connected to a Win Partner?

In the case of a user registering directly, i.e. not as a result of an invitation from another user, Commission and Bonus cannot be assigned to another user (Win Partner). In these cases, the Commission and Bonus are distributed to the Jackpot sum. (For more information see The Jackpot). As part (50%) of the distribution to the Jackpot sum is allocated to Charity, this affects the final amount of the Payout.
- When do I receive a bonus?

You receive a bonus when a prize is awarded to one or more of the ticket numbers of your Win Partner assigned to you. These are the ticket numbers bought by your Win Partner within the 12 day period after your related ticket purchase.

Prizes and Bonuses are awarded immediately once the Bingo Game is finished. Payment to your Real Money Account will be made as soon as possible and at the latest within one (1) working day.

Ref: Terms and Conditions/awarding prizes and bonuses.
- How much is this bonus?

The bonus amount is a percentage of the amount (prize) that your win partner is awarded with. This percentage relates to the position or ranking of the Win Partner in connection to you. 1st level Win Partners award 6% bonus, 2nd level Win Partners award 4% bonus, 3rd level Win Partner award 2% bonus.

Commission

- When do I get commission?

The commission is the amount paid to you in reward for introducing a new user by inviting a friend that registers within twelve (12) days after you purchased a ticket. The commission is 1/12 of the purchase price of a regional ticket.
- What can I buy with my received commissions?

Commission is distributed to your free play account and can only be used to buy new tickets. Commission cannot be transferred to your Real Money Account, and therefore cannot be withdrawn.

Online connection

- Connection failed during a registration, what will happen?

If for any reason there is an interruption in the communication between you and the TWLV server, by power loss, loss of connection or otherwise, during the registration process you should check if you received an e-mail confirmation confirming a successful registration. I f such an e-mail has not been received, and you cannot login with you e-mail and password, the registration was interrupted. You should re-start the registration procedure.
- Connection failed during a payment, what will happen?

If for any reason there is an interruption in the communication between you and the TWLV server, by power loss, loss of connection or otherwise, during a payment you should check if you received an e-mail confirmation confirming a successful payment. If such an e-mail has not been received, and you cannot login with you e-mail and password, the registration was interrupted. You should re-start the registration procedure. If you can login, check the balance on your Real Money Account to find out whether your payment has been processed (and tickets have been assigned to you).

If you request further information or assistance please go to our support centre and our customer service will assist you further.
- Connection failed during a Bingo Game, what will happen?

If for any reason there is an interruption in the communication between you and the TWLV server, by power loss, loss of connection or otherwise, the Bingo Game will still take place and the results can be confirmed by the user as soon as connection is restored. Your setting will automatically change to auto-play.

My Account

- How do I open an account?

Upon completion of registration two fund accounts are assigned to you. The Real Money Account, which is your protected real money account, and the Free Play Account, where you receive commission available for buying tickets.
- How much money can I deposit on my account?

You should always consider your spending and never play beyond your capacity. For player protective reasons we installed several restrictive payment settings. Depending on the payment method you chose there is a limit to the amount you transfer for every single transaction. This limit is indicated on the payment page.

TWLV can also limit the height (value) of deposits on the users Real Money Account per week or per other period. This will be indicated on the payment page as well before the transaction request is processed.
- Who controls my account and is this safe?

The funds on your Real Money Account are deposited on a segregated so called ring-fenced account, following the strict legislative client protection guidelines of the licensor. They are at all times available for withdrawal, and are guaranteed to be paid out.
- What is the difference between a free play account and a Real Money Account?

The Real Money Account is a protected, segregated, ring-fenced account. You can deposit money into this account or withdraw money from it using the various payment methods offered on the Website. You are the sole owner of this account, and may claim the balance, or a part there of, at any time.

The Free Play Account is used to transfer commissions and other free play credits. Funds on this account can only be used for buying Tickets and or playing games organized on the Website by TWLV. You cannot deposit and/or withdraw funds to and/or from the free play account.
- I want to open a new account, but get a notification that my e-mail address or username is already being used.

An e-mail address is linked to your personal data and account. If you are not registered and your e-mail address is used by someone else please contact us directly via the support centre. Our customer service will assist you in re-setting this. If you have multiple e-mail addresses you may indicate this when and if an invitation is received via a different e-mail address than the one used for registration. You can add extra e-mail addresses in your account settings.
- How can I re-activate an inactivated account?

If you re-activate your user Account by logging in and purchasing at least one (1) Ticket, you are automatically reinstated as an active user, from that moment on the inactive user fee will no longer be deducted.

Taxation

- I have won a prize; do I have to pay tax?

This varies from country to country and you are solely responsible to investigate this within your jurisdiction. You must check with your local tax authorities if your winnings are subject to any tax or other fees.
- Is the tax authority automatically informed of my winnings and or losses?

You are solely responsible for applicable taxes on any prizes paid and or due to you. TWLV does not automatically inform tax authorities or any other institute of your registration, plays and or winnings.

Tickets

- I got a printed ticket from someone else; can I play with this ticket?

No, tickets purchased by users are not refundable or transferable.
- I lost or forgotten my ticket numbers, where can I find them?

If you login al your ticket information can be found via the My TWLV chapter in you're My Ticket info.
- What does a ticket cost?

The purchase price for a (regional) ticket for the TWLV-Game is clearly stated on the website at the buying section. Depending on your currency setting in your account the price will be indicated in Euro, Pound Sterling or US-Dollar.
- I bought a regional ticket, do I play automatically every month?

Yes, every regional ticket is valid for twelve (12) consecutive monthly bingo game events in the region of your choice. Your number is automatically playing, and you don't have to do anything in order to actively play for the Bingo Games if you leave the setting on its default auto-play. During the live bingo game you may change your setting enabling auto-play on the game page, in order to claim you prize as soon as possible when more users have a full house simultaneously. When you bought 4 or more than 4 tickets any free continental ticket automatically plays for the continental events of the continent you are playing for. When you bought 16 or more than 16 regional tickets any free continental tickets and free world ticket(s) automatically play for the continental events of the related continental pots and for the world event.

More than that every regional ticket also plays for the annual jackpot event.
- What is my ticket number and matrix?

TWLV assigns a unique number to each ticket that you purchase. This number includes a code for the region of the related Bingo Games, an indication of the year and month in which the ticket is purchased, and a unique eight-digit number. Your ticket number is indicated on your printable ticket on the website, and is published in your personal statistics and listings in the My TWLV section on the website. Each ticket also shows a matrix with a combination of 24 numbers with which you play the bingo games.

Username and password

- I have forgotten my password and or username, what do I do?

In the login box you can click < forgot password> this option will generate an e-mail message to be send to you with instructions on how to install a new password.
- I want to change my password, how do I do that?

You can change your password and other personal data in your account settings that you can access via the My TWLV section, or by clicking in your account button shown on the homepage when logged in. The data you can change yourself in the account settings is:

  • First and last name;
  • Sign in password;
  • Phone and mobile number;
  • Address, postal code and city;
  • If you want to receive the TWLV newsletter;
  • Self exclusion settings;
  • Budget settings.

Inactive User Fees

- What is the Inactive User Fee?

As set in art. 3.4.20 of the Terms and Conditions, the Inactive User Fee is an administrative fee that is deducted from the balance on the Users Real Money Account or Free Play Account if the user is inactive for a period of 90 days or longer.
- When should I pay Inactive User Fee?

The Inactive User Fee will be charged the day following the 90th day of inactivity, and every 30 days thereafter as long as the User remains Inactive.
- How is the Inactive User Fee paid?

An amount equal to the Inactive User Fee is automatically deducted from the Real Money Account. If the balance of the Real Money Account is insufficient, the remaining or whole amount will be deducted from the Free Play Account.
- What if there is not enough balance on my accounts?

If no (more) balance is present on either the Free Play Account or the Real Money Account then no deduction will be made from these accounts.

Furthermore we will not deduct the complete Inactive User Fee if the balance of the accounts is not sufficient. In this case, only the available balance will be deducted. For example: You do not have any balance in your Real Money Account, and 2 GBP on your Free Play Account. Only the 2 GBP on the Free Play Account is deducted to pay the Inactive User Fee (as long as the User is inactive).
- What if I start using my Account again?

If you re-activate your User Account by logging in and purchasing at least one (1) Ticket, you are automatically reinstated as an Active User, from that moment on the Inactive User Fee will no longer be deducted.

*When you have chosen a currency other than GBP, the inactive User fee will be converted using the currency conversion rates chosen by TWLV(as addressed in the general Terms and Conditions) at each instance of deduction from your account.

Questions / Remarks / Complaints

- My question is not listed in the FAQ chapter, what do I do?

Please submit the contact form in our support centre and our customer service will assist you further.
- I have a complaint, where can I address it?

All disputes, claims, reclamations or questions about Terms and Conditions or their implications, must be sent to our customer service department by e-mail or by post. Contact details can be found on the website's support centre.

TWLV, the company

- How can I contact TWLV?

The easiest and quickest way to contact us is by submitting a form via our Support Page. Our customer service will assist you as soon as possible.
- What is the e-mail address of TWLV?



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Support Page
OGRA Licence granted 8th December 2011 by the IOM Gambling Supervision Commission. All debts are enforceable in law on the Isle of Man. TWLV does not accept players from the USA. Players must be 18 or older. Copyright © 2012, twlv.com. All rights reserved. TWLV Gaming Limited, First Floor, Millenium House, Victoria Road, Douglas, Isle of Man, IM2 4RW. For questions please mail our support team at support@twlv.com.
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