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Support - FAQ
Download guide
Handsets support
Configure my phone
FAQ
MY WINASUGO ACCOUNT
How do I open an account with WinAsUGo™?
Which currencies can I use?
Do I need to enter my credit card details every time I want to make a money deposit?
I am about to change my mobile phone number, will this affect my account?
I have received a message regarding a new version of WinAsUGo™, what do I need to do?
How do I change my personal details on my account?
How do I change my password on my account?
What if my mobile has been stolen or lost?
What happens if I change my mobile handset?
What happens if I change my mobile network?
What happens if I change my mobile number?
Can I view my games history?
Can I make a deposit through my mobile phone?
Can I deposit money into my WinAsUGo™ account through the web site?
Can I add another credit/debit card to my account?
LOGGING INTO MY ACCOUNT
I forgot my password, what should I do?
Can I be logged into my online account and my handset account at the same time?
WINASUGO GAMES
How do I play WinAsUGo™ games?
What games do you offer?
How do I switch from one game to another?
If I have a money account can I still play for fun?
Can I play for real money on my mobile?
BETTING & PAYMENT INFORMATION
What is my minimum stake per bet?
What is the maximum cash payout?
What is the minimum amount I can deposit into my WinAsUGo™ user account?
What is the minimum amount i can withdraw from my WinAsUGo™ user account?
SECURITY
When I was downloading the application I received an "untrusted" message, is it safe to continue to
download the software?
Is it safe to bet with WinAsUGo™ on my mobile phone?
Are all my details safe when I register?
What if my mobile has been stolen?
TECHNICAL
I did not receive the Wap push message, what should I do?
I managed to download the application but cannot connect to it, what should I do?
When I press 'retrieve' to download the application a 'Check IP address' message appears.
My Wap connection fails before I can download WinAsUGo™'s applications
The 'allow network access' message appears every time I open the WinAsUGo™ games, how can I disable it?
What happens if I lose my connection to the gaming server?
What happens if I receive an incoming call during a game?
What do I do if I lose my connection during a real money game?
After downloading the software where can I find the games on my mobile phone?
My mobile does not support WinAsUGo™, what can I do?
How can I keep track of my Gameplay?
MOBILE SETUP
How do I download WinAsUGo™'s games onto my mobile phone?
What is GPRS?
What is WAP?
What are Wap settings?
What is Wap Push?
What are internet settings?
What is GSM?
What is Java (J2ME)?
Does my phone have GPRS?
How can I get a GPRS connection on my phone?
Do all network operators have the capability of running WinAsUGo™'s services?
Do all mobile phones have the capability of running WinAsUGo™'s games?
How do I contact my mobile phone network provider?
How can I receive GPRS configurations by SMS?
How do I find out the model of my mobile phone?
There are 2 ways to open an account with WinAsUGo™:
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Through your handset:
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- Once you have downloaded the WinAsUGo™ application choose Register from the applications main menu
- You will be required to enter your personal details including your name, address and a username and password.
- Once you have completed the required details click on Options and select Next
- You will receive a 'requesting' message while the system processes your details
- You have now successfully registered with WinAsUGo™ and you can continue to play our games.
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On the web:
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- Click on the Register button at the left hand side of the page
- You will be required to fill out an online form with a number of details including your name, address and a username and password. Click Register.
- You have successfully registered with WinAsUGo™
- At this point if you have not already downloaded the WinAsUGo™ games applications you can do so now by simply
filling in your details on the 'Free Download' section (located on the left hand side of this page) and clicking
on the Send to my Mobile button to download the Casino5 application or go to our Downloads page and choose the
games you would like to download.
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Which currencies can I use?
WinAsUGo™ operates in British Pounds, US Dollars and Euros.
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Do I need to enter my credit card details every time I want to make a money
deposit?
No. The first time you make a deposit your credit card details will be safely stored on our secure payments system ready
to be used whenever you want to make a deposit without having to input your credit card details every time. Please note
that you can add and remove credit cards on your account at anytime.
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I am about to change my mobile phone number, will this effect my account?
All you have to do is send an email to
support@WinAsUGo.com
and we will change your mobile number on your user account.
Alternatively, you can log into your personal user account on the WinAsUGo™ website and change your number on the Change
Details section
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I have received a message regarding a new version of WinAsUGo™, what do I need to
do?
Simply exit your current games session and select Game from the applications main menu, then select Options and Update
Version. Your WinAsUGo™ application will automatically be updated with the new version.
If this method is unsuccessful, delete the application, go to our website www.WinAsUGo.com and enter your mobile number,
download the application again and it will be updated.
For any problems or queries please contact
support@WinAsUGo.com
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How do I change my personal details on my account?
Simply Log-In to your WinAsUGo™ account and select the Change Details option on the menu on the left hand corner of the
screen. Your personal details will appear for you to edit. Click Save and your details will be amended.
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How do I change my password on my account?
Log-In to your WinAsUGo™ account and select the Change Password option on the menu on the left hand corner of the screen.
You are then required to type in your New Password and re-type it in order to confirm it. Select Change for your new
password to be updated.
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What if my mobile has been stolen or lost?
Contact us immediately and we will block your account until you have a new handset, after which we will simply send you
a new WAP push to your mobile phone in order to download the application on your new handset.
No one should be able to use any of your WinAsUGo™ applications from your stolen phone, unless they have your username
and password. Do not keep these on your phone or near it at any time!
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What happens if I change my mobile handset?
Unfortunately you will need to download the WinAsUGo™ mobile games again. Go to the 'Free Download' section (located on
the home page) and click on the Send to my Mobile button to download the Casino5 application or go to our Downloads
page and choose the games you would like to download.
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What happens if I change my mobile network?
If you change your mobile network but keep the same mobile number then you do not have to do anything unless you also
change your mobile handset in which case you will be required to download the games again onto your new handset.
However, if you change your mobile network along with your mobile number then you will be required to download the games
again and update your new mobile number by contacing our customer care team.
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Can I view my games history?
Yes, all of your past gaming sessions can be viewed on the web. To view your game sessions log into your personal
account on the WinAsUGo™ website by clicking on the Log-In button on the left hand side of the screen. You will be
required to enter your User Name and Password. Once you are logged in please select the History option from the menu on
the left hand side of the screen.
Your previous games sessions will be listed along with the outcome of each game played. You can also choose to view past
games sessions by selecting a time frame from the drop down list provided.
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Can I make a deposit through my mobile phone?
Yes, you can deposit money at any time into your account through your mobile phone.
There are two ways in which to deposit funds into your account. You can either deposit through your web account or
through your handset, as follows:
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Enter the WinAsUGo™ application on your mobile handset and choose Money Game from the main menu
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You are required to enter your WinAsUGo™ personal username and password to log in
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Select Options followed by Login. You will enter an Account Menu.
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On the Account Menu please select the Payment option followed by Add Card on the Payment Menu
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At this point you will be required to enter your credit/debit card details into the WinAsUGo™ secure interface.
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Mark the Set as default box in order to use this credit/debit card for future deposits (you can always add a new card to the account and change the default card)
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Once all of the required details are correctly entered select the Options button, select Next and wait for a credit/debit card approval message - "Credit/Debit Card successfully added'" Then press OK
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You will then automatically return to the Payment Menu. Select Back to return to the Account Menu and choose the Quick Deposit option
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Enter the exact amount you wish to deposit into your account and select Options and OK
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Wait for the system's approval message
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If your request has been approved you may now choose the game you wish to play and start playing.
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Can I deposit money into my WinAsUGo™ account through the web site?
Yes, you can also deposit money through the WinAsUGo™ website,
Click here
for details how.
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Can I add another credit/debit card to my account?
Yes, you can have as many cards as you like on your WinAsUGo™ account. To add another credit/debit card please follow
these instructions.
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Log-In to your WinAsUGo™ account by clicking on the Log-In button on the left hand side of the website.
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Select the Deposit option from the left hand menu and click on Deposit by Credit/Debit Card.
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Click on the Add Credit/Debit Card option and fill in your card details in the required fields. Please click on Save to save the details of your new card.
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LOGGING INTO MY ACCOUNT
I forgot my password, what should I do?
If you have forgotten your password, simply go to the login screen on the website and click on the Forgot Password link.
Select your country, type in your user name and mobile phone number and click on Send my password. Your password will
automatically be sent directly to your mobile in an SMS.
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Can I be logged into my online account and my handset account at the same time?
Yes, it is possible for you to be logged into both accounts at the same time to play games, make changes to your account and make
depositsand withdrawals.
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WINASUGO GAMES
To view the game rules please go to the How To page on the website and click on the Our Games page for full information
on each game.
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WinAsUGo™ currently offers 7 classic casino games, the PremiumPack application consisting of HiLo, Black Jack, Video
Poker and Slots and we also offer GoSlotsPack, an amazing video slots pack.
We will constantly add new games to enrich your experience. We will update you with any new product we will offer.
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How do I switch from one game to another?
To change from one game to another when playing the Casino5 application simply select the Quit option on the bottom
right hand corner of your mobile screen and then select Back. You will then return to the WinAsUGo™ main menu where you
can choose a new game. If you want to play a different application you have to close the application, select a different
one on your phone menu, open it and log in.
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If I have a money account can I still play for fun?
Of course you can, you can always play for fun. When you open the application please choose the Fun Game option on the
main menu and start playing. You will start with £100 of virtual money to bet with and as soon as your balance reaches 0
you will automatically be credited with the same amount again and again.
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Can I play for real money on my mobile?
Yes you can play for real money on your mobile. In order to do so you need to register your details with us and once
registered you need to deposit money into your personal user account (as detailed below). Once you have the funds in
your account simply log into the application with your new username and password and choose Money Game from the main
menu.
Registering with WinAsUGo™: There are 2 ways to open an account with WinAsUGo, they are as follows:
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Through your handset:
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- Once you have downloaded the WinAsUGo™ games to your mobile phone open the application and choose Register from the main menu.
- You will be required to enter your personal details including your name and address, a username and password.
- Once you have completed the required details click on Options and select Next.
- You will receive a 'requesting' message while the system processes your details.
- You have now successfully registered with WinAsUGo™ and you can now continue to play our fun mobile games as a registered user.
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Through the web:
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- Click on the Register button at the left hand side of the page
- You will be required to fill out an online form with a number of details including your name, address and a username and password. Click Register.
- You have successfully registered with WinAsUGo™.
- At this point if you have not already downloaded the WinAsUGo™ games applications you can do so now by simply
filling in your details on the 'Free Download' section (located on the home page) and clicking on the Send to my
Mobile button to download the Casino5 application or go to our Downloads page and choose the games you would like
to download.
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BETTING & PAYMENT INFORMATION
What is my minimum stake per bet?
The minimum stake per every bet is £0.50. (or the equivalent nominal amount in US Dollars or Euros).
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What is the maximum cash payout?
Our maximum online pay out is £10,000 (or the equivalent nominal amount in US Dollars or Euros) per month.
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What is the minimum amount I can deposit into my WinAsUGo™ user account?
The minimum first deposit made must be at least £10 (€15 if the account is played in Euros or $18 if the account is
played in US Dollars)
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What is the minimum amount i can withdraw from my WinAsUGo™ user account?
The minimum amount you can withdraw from your user's acccount is £10 (€15 if the account is played in Euros or $18
if the account is played in US Dollars.
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SECURITY
When I was downloading the application I received an "untrusted" message, is it
safe to continue to download the software?
YES, absolutely! This is simply a default message for any game which is not manufactured by the operator or the
manufacturer of your mobile handset. There is no reason to be concerned about the safety of our games, the WinAsUGo™
application is fully secured with 128 bit encryption data.
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Is it safe to bet with WinAsUGo™ on my mobile phone?
Yes, 100%. We have installed high security measures on the WinAsUGo™ games applications including a full encrypted data
transfer system and multiple redundant servers to ensure that all customer funds and personal details are stringently
protected.
Any personal information such as credit card numbers and other financial information are subject to a series of
comprehensive online checks with our back-end system to confirm their validity.
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Are all my details safe when I register?
We are 100% dedicated to maintaining the security of your personal information. By using sophisticated encryption
methods WinAsUGo™ provides the most progressive method of data security equal to that of the National banking systems.
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What if my mobile has been stolen or lost?
Contact us immediately and we will block your account until you have a new handset, after which we will simply send you
a new WAP push to your mobile phone in order to download the application on your new handset.
No one should be able to use any of your WinAsUGo™ applications from your stolen phone, unless they have your username
and password. Do not keep these on your phone or near it at any time!
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TECHNICAL
I did not receive the Wap push message, what should I do?
There are a number of things you can do if you have not received the Wap push message;
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Look for the message in your service message inbox or in your browser inbox, wherever your Wap links are usually saved on your handset.
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Ensure that your message inbox is not full.
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The Wap push settings on your handset may not be configured correctly, click here for more information (link should lead to 'how to configure my phone' or to question about settings).
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You may not have received the Wap push message yet due to heavy traffic on the mobile network. Please wait for several minutes and if you still do not receive it, just request a new one.
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I managed to download the application but cannot connect to it, what should I do?
It seems like you have a GPRS problem on your phone which is preventing you from connecting to the application. You will
need to check the following:
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Does your mobile handset have a GPRS connection?
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Are you registered for a GPRS service with your network operator?
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If you don't know whether you have a GPRS service on your phone please contact your mobile operator or simply look on
the website of your mobile handset manufacturer. With regards to actually being registered with the GPRS service you
will need to contact your mobile operator, please see below for UK operator contact details.
If you have a GPRS connection on your mobile and you still cannot connect please contact one of our customer support
representatives at
support@WinAsUGo.com
or call +(44)2088199845.
Click here for details that will enable you to receive configuration instructions via SMS from your mobile operator.
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When I press 'retrieve' to download the application a "Check IP address" message
appears.
'Check IP Address' or 'Check Homepage Address' simply means that both Wap settings and a GPRS connection have not been
activated on your handset. In order to activate them please contact your service provider.
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My Wap connection fails before I can download WinAsUGo™'s applications
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Clear the cache in your Wap browser and try again.
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Your phone may not have enough free memory. If you are able to see the application's description on your phone,
you will see how much memory it requires. You will have to delete some items in order to allow your phone to
download and save our applications. You can check your phone manual to see which items can be safely removed and
what are the limit's of your phone's memory.
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If you are still experiencing difficulty downloading our games it may be because your phone operator's WAP Gateway is
not allowing you to download them, check with your network operator.
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The 'allow network access' message appears every time I open the WinAsUGo™ games,
how can I disable it?
It is easy to disable the 'allow network access' message, just follow these simple steps;
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From your handsets main menu go to 'Applications' and enter the 'Games' page.
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From the list of games highlight WinAsUGo™'s application and choose 'Options' on the bottom left hand side of the screen
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Scroll down the screen and select 'App. access' from the list of options followed by 'Communication'.
Select 'Network Access' followed by 'ask first time only' and this will disable the 'allow network access'
message.
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The next time you open the application, you will only be asked once to allow network access.
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What happens if I lose my connection to the gaming server?
If the gaming server settles the bet during the loss of your Internet connection, it will refresh your credit balance
with the outcome of the bet. In order to refresh the balance on the client after a connection loss,
please choose "Balance" from the game menu.
If it does not resolve the bet during loss of the Internet connection, it will present you with the unsettled bet
the next time you login into the application presenting you with the game that was being played when the connection loss occurred.
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What happens if I receive an incoming call during a game?
If you receive an incoming call during a game you will stay logged onto the game for a further 30 minutes and will be
able to return to the game when you have finished your call. However, if you return to the game 30 minutes after you
received the incoming call unfortunately you will not return to your previous game and in some rare cases (e.g. before
changing cards in Poker) you may lose your bet.
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What do I do if I lose my connection during a real money game?
Should you lose your connection during a real money game you will have the option to finish this game the next time you login to the application. You will never lose a bet due to a connection failure at WinAsUGo.
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After downloading the software where can I find the games on my mobile phone?
Once you have downloaded the WinAsUGo™ software you will find the application in either the Games or Applications folders
on your handset menu.
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My mobile does not support WinAsUGo™, what can I do?
After checking out whether your handset is compatible on our
Handsets support
page on our website, please send an email to
support@WinAsUGo.com
and we will get back to you.
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How can I keep track of my Gameplay?
At any given time you may visit our web site in order to view your Gameplay history.
Simply login and select History from the right hand side of the menu. It will allow you to view
the full details of the games you have played, i.e. all the hands you have played on Blackjack,
Video Poker, slots symbols played and much more. The reports can be generated according to
specific time frame and preferred game.
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MOBILE SETUP
How do I download the WinAsUGo™ games onto my mobile phone?
Our games are quick, easy and completely free to download to your mobile! As long as your mobile handset supports Java
(J2ME) and has GPRS connectivity you can download our popular games directly to your mobile in a matter of seconds. Just
follow the following simple steps in our
Downloads
page
Alternatively, you can go to the Free Download section on the left hand side of the page, type in your country (if other then the UK) and mobile phone number and click on the Send to my Mobile button. After receiving a service message (wap push) press the "Retrieve/Download/Go To" option and you will be connected to Winasugo's wap site. There you will find our entire games applications ready for you to download and play.
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What is GPRS?
GPRS is short for General Packet Radio Service and is used to send and receive data on your mobile phone. Generally it
is a feature found on new generation mobiles and is constantly connected, working alongside your mobile phone provider.
It provides a high speed data service that enables you to use applications such as WinAsUGo™ on your mobile handset.
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What is WAP?
WAP stands for Wireless Application Protocol and is a service that allows you to connect to the internet through your
mobile phone handset.
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What is Wap Push?
A Wap Push message is similar to an SMS message and contains a link that leads your mobile handset to a secure site
where it downloads the WinAsUGo™ games applications.
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What are internet settings?
Every handset / operator has specific internet settings that allow applications, such as our games, to access remote
sites on the mobile device. If your internet settings are configured correctly, your Wap settings will also be ok.
However, if your Wap settings are correct this does not necessarily mean that your internet settings will also be
configured correctly.
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What are Wap settings?
Every handset / operator has specific settings that allow you access to Wap pages. Wap settings are necessary in order
to be able to download Winasugo's applications.
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What is GSM?
GSM is short for Global System for Mobile communications. GSM WAP allows you to connect to the internet by means of a
regular phone call and you are charged as if a regular call was made.
** Please contact your mobile phone provider regarding the charges for these services.
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What is Java (J2ME)?
Java, or J2ME, is a feature that allows mobile devices, including mobile phones, to run small, user-installable software
applications such as games. It means that you can download mobile games and applications to your phone at any time.
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Does my phone have GPRS?
A simple way to identify if your phone has GPRS is to contact the customer service department of your mobile phone
provider.
Most new generation mobile phones come with GPRS capabilities however please consult your mobile phone provider for
further information. Alternatively,
contact
one of our support team and we will be happy to assist you.
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How can I get a GPRS connection on my phone?
Contact your mobile network provider to discuss the GPRS options available on your handset.
.................................................................................................
Do all network operators have the capability of running WinAsUGo™ services?
WinAsUGo™ is available on all mobile networks.
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Do all mobile phones have the capability of running the WinAsUGo™ games?
WinAsUGo™ operates on J2ME technology and requires a GRPS connection. Our mobile games can be played on all popular J2ME
compliant handsets from leading manufacturers such as Nokia, Motorola, Samsung, Sony Ericsson and Siemens. If you are
not sure go to the How To page where we provide a list of all compatible handsets. If your handset is not on the list
please contact us at
support@WinAsUGo.com
or by phone on +(44)2088199845
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How do I contact my mobile phone network provider?
Here are the contact details of mobile phone network providers in the UK:
02 (BT Cellnet):
Customer Services: Dial 1702 from your O2 mobile, or call 0906 302 0220
Website:
http://www.o2.co.uk
Customer Services (Contract): Dial 5151 from your 02 mobile or call 0906 302 5151
Customer Services (Pre-Pay): Dial 4445 from your O2 mobile, or call 0906 302 4445
Customer Services (Old Numbers): Dial 1702 from your O2 mobile, or call 0906 302 0220
Email:
my-care@o2mail.co.uk
The O2 Customer Services Department is open from 8am - 9pm, Monday to Friday, and 8am - 8pm on weekends.
The pre-pay Customer Services Department is open 24 hours a day, Monday to Friday
Mobile Web Specialist team: Call 0870 6076161 or 08705 860 8600
ORANGE:
Customer Services (GPRS Setup): Dial 156 from your Orange mobile or 07973 100 156
Website:
http://www.orange.co.uk
Customer Services (GPRS Setup): Dial 156 from your Orange mobile or 07973 100 156
Customer Services (Pay Monthly): Dial 150 from your Orange mobile or 07973 100 150
Customer Services (Pay as you Go): Dial 451 from your Orange mobile or 07973 100 451
T-MOBILE (ONE2ONE)
Website:
http://www.t-mobile.com
Customer Services: Dial 150 from your T-Mobile phone or 0845 412 5000. Lines are open between 7am and 10pm every day
Email:
onlineservice@t-mobile.co.uk
VIRGIN:
Customer Services: Dial 789 from your Virgin Mobile phone or dial 0870 0601606. Lines are open between 8am - 8pm.
Website:
http://www.virginmobile.com/
Email:
https://www.virginmobile.com/mobile/concierge/askme/email
VODAFONE:
Website:
http://www.vodafone.co.uk/
Data Services: Dial 196 from your Vodafone mobile or 0870 730 0051 for an automated helpline. Follow the instructions to
get the Mobile Internet on your phone
Customer Services: Dial 191 from your Vodafone mobile or 08701 654 321
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How can I receive GPRS configurations by SMS?
Please click here for some useful links that will enable you to receive GPRS configuration instructions via SMS.
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How do I find out the model of my mobile phone?
The model number for any mobile phone is generally displayed on the mobile phone battery. Please see below for some
simple instructions on how to find your mobile phone model rather than dismantling your phone!
Nokia
Match your phone with the pictures on the website.
Sony
Ericsson
Match your phone with the pictures on the website.
Siemens
Select the 'Mobile Phones' option on the Siemens website and at the bottom of the page select 'View all products'. You
can then simply match your phone against the other phones in the catalogue.
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How do I stop receiving promotional marketing notifications?
As a registered user, you will receive emails and/or text messages and/or telephone calls from us about user support requests, special promotions, surveys and contests.
At any time you may request to discontinue receiving communication from us by sending a blank email message with the word Remove and your mobile number in the subject area to support@winasugo.com or by contacting a customer service representative directly on 02088199845
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