Deposits and withdrawals

• 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 enter this code in the middle...

• 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 settings.  If you reduce your l...

• 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 balance is insufficient: check your ...

• 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 note that our teams save all you...

• I would like to know the total of my deposits and withdrawals. How can I do that?

  To get a summary of your deposits and withdrawals, please contact our customer service. Our teams will then be able to provide you with the total amount you have deposited and withdrawn from y...

• I can't make a deposit. What should I do?

  If your deposit is declined, you can check the following points: Check your payment informationMake sure the entered details are correct (card number, expiration date, etc.). Correct them if n...

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• 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 your security, additional docu...

• 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 to be able to make a withdraw...

• 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 FundsOnce your withdrawal is app...

• I can't enter my BIC code when making a withdrawal. What should I do?

  What is a BIC code?The BIC code is a unique code for each bank that allows it to be recognized worldwide. Are you unable to enter your BIC code?It is possible that a technical issue is prevent...

• I have been asked to send documents to authenticate my account. Can I send them securely?

  Of course! Authenticating your account is a legal obligation dictated by the Belgian Gaming Commission. As a 100% legal website, Carousel places great importance on respecting the privacy and ...

• How can I withdraw money from Carousel?

  Withdrawing on our site is simple! In your account, go to the "Withdrawal" tab and follow the instructions displayed on your screen. Our site offers : Withdrawal by bank transfer Maximum proce...

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