Withdrawals

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 aren’t able to make a withdrawal, you might not have confirmed your registration by email. Go to your email inbox and look for the email we sent you when you registered. Also check your...

I made a withdrawal request. When will the money be available in my bank account?

Quick withdrawals are withdrawals by bank transfer that are normally processed within 3 hours. Thanks to this, you will receive your withdrawal within a few hours.   When a withdrawal is waiti...

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 an...

What is the minimum and maximum amount I can withdraw?

The minimum and maximum withdrawal is :    • Withdrawal by bank transfer: €10 minimum and €25,000 maximum

How can I withdraw money at Carousel?

Making a withdrawal at Carouselons shown on your screen. Our website offers :   • Withdrawal by quick bank transfer: the money will be available in your bank account within a period of one day...

Not all of my credit is withdrawable. What should I do?

You may still have bonus credit on your account corresponding to a Playthrough that you were unable to complete when the various bonuses were still available on our platform. The residual bonu...

I made an online withdrawal request. How long will it be before the money is available in my bank account?

Withdrawal requests are usually processed within 24 hours by our team. Once your request has been validated, you will immediately receive the amount on your bank account.   When a withdrawal i...

Do I have to pay tax on my winnings?

No, you don’t have to pay any tax on the amounts you win by playing at Carousel. For more information about tax on games of chance, go to the Belgian Gaming Commission website.

I haven’t received a verification email, what should I do?

If you haven’t received a verification email, it could be in your junk mail folder. If it isn’t there either, don’t worry, please contact our customer service and we will send you a link to co...

I have a MINOR Neosurf code, but I can’t use it. Why?

The MINOR Neosurf cards bought in newsagents cannot be used on our platform. To get a refund for your Neosurf card, please follow the instructions available on their website: https://www.neosu...

I made a withdrawal request, but I’ve changed my mind. Can I cancel it?

You can only cancel a withdrawal if the request hasn’t been processed yet. To find out if there is still time to cancel a withdrawal, please check your transaction history in your account. You...

I want to change my IBAN to carry out my withdrawal. How do I do it?

Have you recently changed account number and would like to withdraw your money to your new account? All you need to do is fill in the requested information about your new bank account when mak...

I would like to deactivate the option to cancel a withdrawal. How do I do that?

If you wish, you can deactivate the option to cancel a withdrawal from your account. You can make the request by directly contacting customer service via the contact form. Once your confirmati...

I sent my documents to authenticate my account, but I haven’t got a response yet. Why?

The processing and validation of your documents takes on average a few days during our customer service’s opening hours. However, it can sometimes take longer for various reasons: if one of th...

How long does it take to make a withdrawal to my bank account?

Quick withdrawals are withdrawals by bank transfer that are normally processed within 3 hours. Thanks to this, you will receive your withdrawal within a few hours. Quick withdrawals are availa...