Frequently Asked Questions

Credit cards are not supported for the first deposit after account registration for some players. If the system is not supported, the message 'There was a system error. Please contact support.' will appear at the bottom of the deposit page.

In such cases, please use other payment methods, such as bank transfer or electronic payment, and make a lump-sum initial deposit of 100 EUR (equivalent in other currencies) or more, or two deposits before using your card.

3D authentication (3D Secure) is an identity authentication service for online payments by credit card.
For example, when you make a card deposit at Gohog, a one-time password is sent to your telephone number, which you can enter by following the on-screen instructions.
The purpose of this procedure is to strengthen security by confirming the identity of the cardholder and preventing unauthorised transactions.To set up 3D authentication, please contact your card issuer in advance to enable 3D authentication.

Wallet currency is GoHog's currency system.
A main wallet is created in one currency that you choose when you register your account, and you can claim bonuses and play games in your chosen currency wallet.
The currency of the wallet can be different from the currency in which you make your deposits (e.g. using a credit card to transfer money in Japanese yen and deposit it into a dollar wallet).
You can choose between US Dollars, Japanese Yen and cryptocurrencies such as BTC.
You can also change the currency you use on the site by creating a wallet in a different currency and setting it as your main wallet from [Profile] → [Wallet] after registering an account. However, please note that funds cannot be transferred between wallets.

The equivalent amounts for each currency are as follows: 1 USD = 150 JPY, BTC 0.000028, ETH 0.00048, ADA 2.31, BCH 0.0048, BNB 0.0036, DOG 13.98, LTC 0.017, TRX 10.09, USDT 1.82, XRP 2.12

To upload the required documents, go to your personal profile and click on the ‘Documents’ tab. Please mind that the file size should not exceed 2MB. Accepted file formats are pdf, gif, jpeg, jpg, bmp, png and tif. Once the documents are uploaded, please wait until we check them and verify your account. You can find out the status of your documents by clicking on the ‘Documents’ tab like before.

Account verification is a series of procedures to ensure that the account holder and the user match. This is done to ensure that the account is being managed securely by the account holder.

The time it takes to make a withdrawal depends on the payment method. For bank transfers, it usually takes 3-5 working days from when it's requested. For other payment methods, on the other hand, it usually takes between 1 and 24 hours from when it's requested. However, please be aware that the time may vary depending on congestion.

First, access the withdrawal page in the wallet from your profile.
Then select 'BANK TRANSFER' on the withdrawal page and enter the following information:

Wallet in JPY currency

• Financial institution code and branch code(7 digits)
  (e.g.) Financial institution code: 1234, branch code: 567 → 1234567
  Note: Please enter the code without spaces, slashes, etc. in between.
  Search website for financial institution codes and branch codes → https://zengin.ajtw.net/
  
• Account number(7-digit number)
• Account name(half-width Roman alphabet or katakana)
• Bank name(half-width Roman alphabet or katakana)

Notes

• Before making a withdrawal by bank transfer, please make sure that your name, postal code and address registered with Gohog match the details registered on your bank account. Please note that the name and address registered with Gohog must be in katakana if you choose bank withdrawal.
• It may take 3-5 financial institution business days after the withdrawal has been approved for the money to arrive.

We take up to 3-5 business days (but Saturdays, Sundays and public holidays) from the withdrawal request to the receipt of the money in your account, once the documents have been verified. If the funds have not been received after 5 working days, please contact our customer support.

If you forgot your password, you can get a new password by following the steps below:

1. Click 'Sign In', then click 'Need help?' in the bottom right-hand corner of the pop-up window
2. Click 'Forgot your password?'
3. Enter your registered email address in the field and click 'RESET PASSWORD'
4. Reset your password according to the instructions in the email sent to you

No. Only one account can be created per customer. If you have created more than one account by mistake, please contact our customer support team.

You cannot change your registered information yourself, please contact our customer support for any changes.

At Gohog we hold fair gaming to the highest standards and provide to our players only the best fair and responsible gaming providers. Apart from that, all games hold necessary Random Number Generation certificates.

If the game does not start, please try the following troubleshooting steps:

1. Make sure the latest version of Flash and Java are installed.
2. Check that the internet connection.
3. If the problem persists after following the above steps, try the following troubleshooting tips such as: Clear your cache and cookie / Restart your browser / Try different browsers / Update your browser to the latest version.

If these above steps do not resolve the problem, please contact our Customer Support for further assistance.

If the game freezes while you are playing, your latest game round may stay unfinished. However, in such cases it is usually played on the server and the winnings, if any, are added to your balance.

In such a case, try troubleshooting in the following order:

1. Reload the page.
2. Close and re-open the game.
3. Delete the cache and cookies, refresh the page and log in again.
4. Access the game screen again in Google's incognito mode ('private browsing' mode for Firefox).

If these steps do not solve the problem, please contact our Customer Support.

Yes. Gohog Online Casino is a legally operating online casino site with a Curaçao licence, so you can enjoy safe game play. Details of the licence can be found here.

The Welcome Offer is a huge bonus package given to new registrants only. GoHog offers 3 types of bonus packages that combine multiple bonuses such as deposit bonuses, cashback and free spins. Find more information here.

You can find your current active bonuses under ‘My bonuses’ in your profile after logging in to your account.

Bonuses can only be withdrawn once the wagering requirements have been met. Therefore, bonuses cannot be cashed out immediately.
E.g. Cashback (1x wagering requirement) must be used once in game play before the cash-out.

Bonus excluded games are games that cannot be played while there is an active bonus in your account. The games are tagged [ボーナス禁止] and a list of excluded games can be found here.