Frequently Asked Questions

 

Welcome to TotoGaming Frequently Asked Questions page. Here you will find the answers to the key questions raised by our clients. In case you have a problem that is not covered in our FAQ list, our Customer Support team will be happy to assist you, and maybe your query will find its way into our frequent questions list.

How do I verify my game account

To fully verify your game account, you must confirm your mobile phone number, email address, and passport information.

1. To confirm mobile phone number:

- Go to the section «My profile» of your game account;

- Click on the «Get code» button located next to the phone number;

- You will receive a message with a code on your mobile number. Enter it in the «Enter code» field.

2. To confirm your E-mail:

- Go to the section «My profile» of your game account;

- Click on the «Send» button located next to the E-mail;

- You will receive a message with a code on your E-mail. Enter it in the «Enter the E-mail code» field.

3. There are two ways to confirm your passport data:

a) you must scan or photograph the main and registration pages (2-5) of your passport or ID card on both sides and send them to the E-mail: [email protected] by entering «Passport Verification» in the subject field (or send via online chat).

Important! All four edges of the document must be fully visible in the image.

b) you can upload the document yourself:

- Go to the Casino section and then to the «Documents» section of your game account;

- Choose a document (for example, passport);

- Select an image from your computer or phone («Browse Document»);

- Press «UPLOAD».

When uploading a file, make sure that:

· the file is in JPG, PNG or GIF format and is not more than 30 MB;

· the period of validity has not expired;

· the image in real colors, not in black and white;

· the copy is made from the original document, any digital editing is not allowed.

How do I restore my username

To restore the username:

- Select «Forgot your username?» in the login window;

- Enter the E-mail or mobile phone number (in the format +374) specified during registration;

- Activate the security field «I’m not a robot» and click «Next».

Your username will be sent to your E-mail or mobile number.

Important! If you forgot both your username and password, first restore your username, since you can’t restore your password without a username.

When you activate the «I’m not a robot» field, a window may be opened that will indicate what actions to take.

How do I restore my password

To restore the password:

- Select «Forgot your password?» in the login window;

- Enter your username in the first line;

- Enter your E-mail or mobile phone number (in the format +374) in the second line;

- Activate the security field «I’m not a robot» and click «Next».

- In the opening window, enter the recovery code that was sent to your E-mail or mobile number;

- Select a new password;

- To confirm your password, click on the «Change password» button.

Important!If you forgot both your username and password, first restore your username, since you can’t restore your password without a username.

When you activate the «I’m not a robot» field, a window may be opened that will indicate what actions to take.

How to change the mobile number registered on the game account

If you decide to change the mobile number registered on your gaming account, please contact our specialists. After performing the necessary verification, the mobile number will be changed.

You must also scan or photograph the main and registration pages (2-5) of your passport or ID card on both sides and send them to the E-mail: [email protected] enter «Change mobile number» in the subject field, and specify the new mobile phone number.

Important! All four edges of the document must be fully visible in the image.

How to change the E-mail address registered on the game account

If you decide to change the E-mail address registered on your gaming account, please contact our specialists. After performing the necessary verification, the mobile number will be changed.

You must also scan or photograph the main and registration pages (2-5) of your passport or ID card on both sides and send them to the E-mail: [email protected], enter «Change E-mail address» in the subject field.

Important! All four edges of the document must be fully visible in the image.

How to change the passport data registered on the game account

If you decide to change the passport data registered on your gaming account, please contact our specialists. After performing the necessary verification, the mobile number will be changed.

You must also scan or photograph the main and registration pages (2-5) of your passport or ID card on both sides and send them to the E-mail: [email protected], enter «Change of passport data» in the subject field.

Important! All four edges of the document must be fully visible in the image.

How do I deactivate my game account

There are two ways to deactivate your game account:

1. via online chat

Log in to your game account and let us know in the chat that you want to deactivate your account. Deactivation will be performed within 1 hour.

2. via E-mail

You must scan or photograph the main and registration pages (2-5) of your passport or ID card on both sides and send them to the E-mail: [email protected], indicating in the E-mail that you want to deactivate the account.

How do I reactivate my game account

There are two ways to reactivate your game account:

1. via phone call

From the mobile number registered on the game account, call us at +374 60 70 00 00.

2. via E-mail

You must scan or photograph the main and registration pages (2-5) of your passport or ID card on both sides and send them to the E-mail: [email protected], indicating in the E-mail that you want to reopen your game account.

How to deposit money into a game account

To deposit money to your game account:

- click on your username or balance on the upper-right corner of the site;

- click the «Deposit»;

- choose the payment method that is convenient for you;

- enter the necessary data and confirm.

You can top up your account in the following ways:

· IDram, MobiDram, Telcell e-wallets;

· ArCa/Visa/MasterCard bank cards (only issued by Armenian banks);

· Telcell/IDram/EasyPay/MobiDram/Converse/Toto terminals;

· At our Service Centers – in cash.

How to withdraw money from a game account

To withdraw money from your game account:

- click on your username or balance on the upper-right corner of the site;

- click the «Withdrawal»;

- choose the payment method that is convenient for you;

- enter the necessary data and confirm.

You can withdraw money from your account in the following ways:

· Bank cards serviced by the ArCa system;

· IDram, EasyWallet, Tellcell e-wallets;

· Bank Transfer payment system;

· Toto terminals;

· At our Service Centers.

Important!

Cards of some Armenian banks are not serviced by the ArCa system. Accordingly, it is not possible to submit a withdrawal request for these banks’ cards. Such banks include «VTB Bank (Armenia)» CJSC, «ARMBUSINESSBANK» CJSC and «Unibank» OJSC.

The bank card or e-wallet specified in the withdrawal request must belong to the user of this game account.

How can I cancel my withdrawal request

1. In Casino:

- go to the «Transactions»section;

- select «Pending Withdrawals» in the «Transaction Type» subsection;

- select a time period;

- click the withdraw cancel button (X).

2. In Sport:

- go to the «Transactions» section;

- click «Deposits/Withdrawals»;

- select a time period;

- click the withdraw cancel button «Cancel».

How to transfer money between the casino and sports sections

To transfer money from one section to another:

- click on your username or balance on the upper-right corner of the site;

- go to the section «Transfer»;

- in the window that opens, use the arrows to select the section you want to transfer from (in the first field should be selected the section from which the transfer is made, in the second field - the section where money is sent);

- in the «Amount» field, enter the amount to be transferred;

- click «TRANSFER».

Important! You can only transfer money between your own accounts (Casino-Sport and vice versa). It is not possible to transfer funds to another user’s gaming account.

How can I register on the site

To register on the site Totogaming.am:

- click the REGISTER button on the upper-right corner of the site;

- in the registration window that opens, fill in the appropriate fields;

- click the COMPLETE AND CONFIRM DATA button.

If you enter the data correctly, registration will be successful.

Important!

✓ The organization’s services can only be used by the individuals who have reached the age of 21.

✓ Each user can have only one game account.