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• I haven't been able to authenticate myself. What should I do?

  If you are unable to authenticate, here are the checks to perform depending on your situation: You are using ItsMeMake sure your data in the ItsMe app is up to da...

• How do I use Itsme to authenticate my account?

  Authenticating yourself on our site couldn't be easier! You have several choices: - authenticate with ITSme;- authenticate by taking a few photos of your document...

• I can no longer log in to my account. Why?

  If you can no longer log into your account, several reasons are possible: 1. Did you forget your password?If you have entered the wrong password several times, yo...

• I can't register on Carousel. What should I do?

  If you are unable to register, you may already have a Carousel account? As a 100% legal site certified by the Belgian Gaming Commission, we place great importance...

• How do I sign up for Carousel?

  Signing up for Carousel is very simple! Just click on the "Sign Up" button. Then, fill in your details (first name, last name, email address...), choose a usernam...

• My account has been suspended. What should I do?

  If your account has been suspended, several reasons may explain it. In some cases, your account may simply be under review by our teams.Here are the most common r...

• I would like to change the email address linked to my account. How do I do it?

  If you would like to change the email address linked to your account, please contact our customer service via the contact form.You will need to provide: An origin...

• I would like to cancel my self-exclusion. Is this possible?

  It depends on the type of exclusion you have set up. Have you set up a 6-month exclusion or a gaming break? You must wait until this period ends before you can re...

• I want to delete my account. How do I do that?

  To request the closure of your account, you can contact us through: the contact form via our email address support@carousel.be.  We invite you to specify the reas...

• Deposit via Neosurf (MyNeosurf)

  1. Go to the "Deposits" page and select the Neosurf option. Enter the amount of your code. 2. If your Neosurf code is for an amount of less than €50, you can also...

• How do I change my limits?

  There are 2 types of limits at Carousel: personal limits and the default limit. Personal limitsYou can change your personal limits at any time from your account s...

• My transaction was refused. Why? Who should I speak to?

  If you are trying to make a deposit but your transaction is declined or you encounter a problem with the payment page, there may be several reasons: • Your balanc...

• My deposit has been ongoing for more than 10 minutes. What should I do?

  If your deposit has been ongoing for more than 10 minutes, it is possible that an error has occurred during your transaction and that it has not worked. Please no...

• How long will it take for my account to be authenticated?

  Once you have sent us the necessary documents, our teams will verify them. This takes on average a few days during the opening hours of our customer service. For ...

• I’m not able to make a withdrawal. What should I do?

  If you are unable to make a withdrawal, it may be related to one of the following situations: Your account is not yet activatedYou must confirm your email address...

• How long does it take to receive my withdrawal?

  Processing TimeThe majority of withdrawal requests are processed within 3 hours.Additional verifications may exceptionally extend this timeframe. Receiving the Fu...

• Do my chances of winning Carousel Jackpots depend on the amount I stake?

  Not at all. All players that stake, no matter the amount, have the same chances of winning. You could bet 0.01€ and win the Turbo Treasure Jackpot or the Cash Exp...

• I was logged out in the middle of a game. Will I get my credits back?

  Remember that your credits are never lost, even in the event of a sudden disconnection. You can always restart your ongoing game without losing information. To re...

• What is the difference between “Real money” and “Demo” mode?

  When you play a game with real money, you play with the money you have deposited on your account. It is possible to withdraw your winnings in this game mode. When...

• What is a “Rebuy” and an “Add-on”?

  A Rebuy allows you to start a new game to get onto the leaderboard again. An Add-on allows you to buy time or game credit. This can be interesting if you haven’t ...

• I’ve won a tournament! When will I receive my winnings?

  Well done! Your winnings are automatically credited to your account 10 to 30 minutes after the end of a tournament. If you have won a prize, this will be sent to ...

• I’m not able to take part in a tournament. What should I do?

  If you aren't able to take part in a tournament, there a several possible reasons: • You have insufficient funds. Make a deposit, then try again.• You have activa...

• I want to take a break or exclude myself for some time. How do I do it?

  Do you want to take a step back from games of chance so you don’t lose control?We have various moderation tools to allow you to better manage your gaming behavior...

• I would to like to ban myself from gaming. How do I do it?

  Do you feel the need to stop playing permanently? You can ban yourself from gaming by following the instructions available on the Gaming Commission website. A gam...

• My request to turn off the default limit has been denied and I don't understand why?

  If the Gaming Commission has refused your request for the limit to be turned off, it is because you are listed as being in default of payment in the file of the C...

• What is the default weekly limit?

  As of 20 October 2022, Belgian regulations require a default limit of €200 per week. This amount is fixed and applies to the last 7 days, just like a personal wee...

• I would like to turn off my legal limit, is that possible?

  Yes.To turn it off, you can go to your account settings and click on the "Remove limit" button:  Your request will automatically be sent to the Belgian Gaming Com...