Help

1. Making a Complaint

   Customers can register a complaint by contacting the Betable Customer Support team by emailing complaints@betable.com. One of our experienced operative will investigate the enquiry and respond within 2 working days. Betable, endeavour to resolve all complaints in the quickest possible time frame. Should a complaint require an extended investigation, or you are unhappy with the outcome of the complaint then the complaint will be escalated and investigated further.

2. Escalation

   In the event that you feel your complaint was not fully and satisfactorily resolved then a complaint can be escalated. In order to escalate a complaint, please email complaints@betable.com. A case number will be issued and the complaint will be handled directly by the management, with a response provided within 10 working days. Please note: Customers must complete Stage 1 of the Complaints Procedure prior to escalation.

3. Alternative Dispute Resolution

   In the rare instance that we are unable to reach an agreeable resolution to a complaint, you have the right to refer the dispute to our Alternative Dispute Resolution (ADR) service which is held by IBAS, PO Box 62639, London EC3P 3AS by clicking here or e-mail adjudication@ibas-uk.co.uk.

Betable ensures that all of our games are thoroughly tested and certified by an independent regulated test house before they are released for play. Each game has been proven to have a genuinely random outcome and this can not be manipulated in any way. All Betable-powered games comply with the standards and requirements set by the United Kingdom Gambling Commission.

RTP stands for "Return To Player" to describe a game's theoretical payout percentage, such as how often the player will win over a long period of time. You can find a games RTP from its game rules button during play. For more detailed information regarding RTP and bonus turnovers, please visit our bonus information page.

Betable would love to hear from you, with all feedback, questions or concerns that you may have. We strive to make our service the best that we can, and your ideas and opinions are highly valuable to us. Please contact us via the Help & Support page, we would love to hear from you!

We are constantly adding new forms of payment to make it easier for you to get money in and out of your Betable Wallet.

Credit Card

Instant Funding. No Fees. Visa and MasterCard credit cards accepted. Funds will enter your account immediately and we will not charge you any fees.

Debit Card

Instant Funding. No Fees. Visa and MasterCard debit cards accepted. Funds will enter your account immediately and we will not charge you any fees.

Paypal

Instant Funding. No Fees. Use your Paypal account to fund your Betable Wallet. If you want to sign up for one visit Paypal.com.

Most of our games are available in DEMO mode for you to try for free without having to create an account. To play a game in DEMO mode, simply click on any game before creating an account or when logged out.

Unfortunately, when a deposit is declined Betable is not always provided with a specific reason from your bank or e-wallet.

Please follow the below checklist to rule out any avoidable issues:

1. ARE YOU USING AN ACCEPTED PAYMENT METHOD?

   At this time, valid forms of payment include VISA and MasterCard personal credit and debit cards, PayPal, Neteller, and Skrill. If you are using another form of payment such as Maesto, we are unable to accept this method of payment.

2. ARE ALL DETAILS ENTERED CORRECTLY?

   Please double-check your card number, the start date expiry date and the CV2 (3 digit code on the back of your card).

3. IS THIS THE FIRST TIME YOU HAVE TRIED TO DEPOSIT WITH US?

   You may need to speak to your bank to allow authorisation to Betable. Sometimes banks will block payments to a new online retailer to protect your account from fraudulent use.

4. DOES YOUR CARD ISSUER ALLOW BETTING OR GAMBLING TRANSACTIONS?

   A small number of card issuers may not allow transactions of this nature. Please check your card issuers website or contact them via telephone for further information in this regard.

5. IS YOUR CARD OR E-WALLET SUFFICIENTLY FUNDED?

   Please check that you have sufficient funds available in order to make a deposit. It may help to lower the deposit amount if your card issuers will not allow for a large transaction to take place. If all of the above details are correct or do not apply to you, we recommend contacting your bank or card issuer for further information and advice. Banks may can often decline transactions that appear suspicious for various reasons. Betable cannot resolve these issues directly and you will need to contact your card issuing bank via the number on your card. This also applies to e-wallets such as PayPal, Skrill and Neteller.

Click on the Withdraw page within the menu and follow instructions to complete a withdrawal request. We aim to review all withdrawals within 48 hours.

You can view your cash and bonus balances in your Betable Wallet. Cash can be withdrawn at any time, but you will not be able to withdraw bonuses until you have met the wager requirements. If you want to withdraw cash before meeting the wager requirements of your bonus, you will be required to forfeit the bonus as you complete the withdrawal process.

Note that your identity must be verified before allowing you to withdraw. If you are unable to complete a withdrawal request because your identity could not be verified by our automated system, please check your email for instructions on how to complete the manual verification. If you are unable to locate that email in your inbox, please contact Betable Customer Support.

Our Payments and Risk team reviews all withdrawals before they are released. The length of time this takes varies based on the amount of the withdrawal, how long you have been a player with us and if we have successfully verified your account. We aim to review all pending withdrawals within 48 hours. However, this may take longer due to additional security procedures. You will receive email confirmation once any pending withdrawals have been approved.

Withdrawals to a Visa credit or debit card take 1-3 banking days to reach your account once the withdrawal has been approved.

Withdrawals to a SecureCode verified MasterCard that accepts gambling payments take 1-3 banking days to reach your account once the withdrawal has been approved. All other MasterCard withdrawals will be sent by cheque that takes 5-10 banking days to receive at your billing address.

All Paypal, Neteller and Skrill withdrawals are instantly received once the withdrawal has been approved.

In the event that there is any delay in receiving your withdrawal, we will do everything possible to send your funds as soon as possible.

For payments security and for your protection, we require that all withdrawals are returned to the payment method used to make the most recent deposit. If you have multiple forms of payments, our Customer Support Team will determine where the funds will be withdrawn to once you have processed your request.

This is standard practice for most banks and unfortunately something we are unable to control.

More often then not your withdrawal will be received within a few banking days, but it may take additional time for the funds to clear in your bank account.

Please be aware that bank holidays and weekends are typically not banking days and you may have to wait an extra day to receive your funds.

Betable does not pass on any deposit transactions fees upon deposit regardless of your payment method.

Betable is unable to offer the option to reverse withdrawals once they have been requested.

Any pending withdrawals will not be affected if you schedule a self-exclusion or cool down.

When you created your account we sent an email to you for the purposes of email verification. Please make sure to check your "spam" or "trash" folder for the email as it may be in there. If you still can't find the email please click here and we will send it again.

To verify your email, simply click "verify now" within your email. If you continue to have problems, please contact Customer Support.

If Betable was unable to verify your identity through our automated verification system, we require that you provide the requested documentation outlined below to remove any restrictions on your account.

If Betable was unable to verify your identity through our automated verification system, we require that Please email any 2 of the 3 requested items below to documents@betable.com:

• Image of your passport or UK driving license (with the entire image including all 4 corners clearly visible and unobstructed)
• Recent proof of address such as a utility bill, mobile bill, bank statement, or similar (received to your address within the last 3 months)
• Front and back images of your card (block out the first 12 digits of your card number on the front and 3 digit security code on the back of your card)

If you are unable to provide a passport or UK Driving licence then it would be helpful if you could provide a further proof of address in the UK along with a National ID card.

Once received we will review the documents for approval within 24 hours and notify you when completed. Note that the requested documentation is used for the sole purpose of verifying your identity and will be kept confidential per our Privacy Policy. If you have any further questions please contact Betable Customer Support.

Betable takes security very seriously to ensure a safe gambling envirnonment. We perform routine identity verifcation checks to confirm the information provided matches your identify and that you are over 18.

If we are unable to verify your information or require additional security checks, you may need to provide identity documents to verify your Betable account for security and protection reasons. Documents are used for the sole purpose of verifying your identity and will be kept confidential per our Privacy Policy.

SUSPENDED ACCOUNTS

Betable suspends accounts for a variety of reasons. Suspended users are not able to log in to their accounts and if you try to logon you will receive a ‘Your account has been suspended’ message.

The most common cause for an account suspension is if you have created a duplicate Betable account. Betable players are only allowed to have one account in their name. Betable powers a number of online casinos and mobile applications and you can use your Betable account to log on to any of these products. It is possible that you previously signed up for a Betable account through one of our partners such as:

• Prospect Hall Casino
• Dice City
• Bingo Lounge

If you cannot remember the login details of your existing account you can reset your password. If you cannot remember your user name, or if you believe that your account was mistakenly flagged as a duplicate, please contact Customer Support.

Other account suspension reasons:

• ACCOUNT VERIFICATION

  If Betable was unable to verify your identity through our automated verification system, we require that you provide additional identity documentation to remove any restrictions on your account. Your account will be suspended if you do not provide the requested documentation within 72 hours. If your account was suspended for this reason, please follow this FAQ.

• SECURITY CHECK

  Betable is committed to providing a safe and secure platform for our players and routinely flags accounts for suspicious activity. For security purposes, accounts can be suspended while we conduct investigations. If you believe that suspicious activity has occurred on your account, please contact Customer Support. If you are unsure about the reason your account was suspended, please contact Customer Support and we will aim to resolve the issue as quickly as possible.

If you would like to update your phone number, you can do this by going to settings in your Betable account.

If you would like to update any other settings, such as your address or email, please contact Customer Support for further assistance.

It might be possible that your connection or any device related issues could have been the cause. If you are playing on your web browser, please ensure that you are using Safari, Chrome or Firefox to avoid any browser compatibility issues. If you are playing on any of our apps, please follow these steps to force close the app:

1. Press the Home button two times quickly, you'll see small previews of your recently used apps
2. Swipe left to find the app you want to close
3. Swipe up on the app's preview to close it

If the problem persists, please contact us with information about which game you played, the approximate date and time you experienced the issue, details of any error message you’ve received, and screenshots of the error if possible.

If your game is interrupted by a call, text, low battery or even closing the app, you will be able to restart where you left off and continue playing. If you are in any doubt about the result of a wager, just check your Transaction History. We record all bets and outcomes as a safety measure for instances such as these.

Whether you have received new player bonus spins or have received an offer via email, your bonus spins will be available on the game mentioned in the promotion.

For example, many of our new player bonus spins are offered on Starburst. Simply visit the game and your first spins will be free based on the amount of bonus spins offered in the promotion.

If you claim a bonus while another bonus is still active the new bonus will be added to your bonus balance. Your balance will show the total of both your active and queued bonuses. Wager requirements will only count towards the first bonus you accepted and once completed that bonus will turn into cash. All subsequent wagering will count towards your next bonus in the queue.

Please visit the Bonus Info page for more information.

If you wish to withdraw before you have completed your bonus wager requirements you may forfeit your remaining bonuses when confirming your withdrawal request. Please note that your entire bonus balance will be forfeited including any queued bonuses.

If you no longer wish to receive marketing contact from us you can update your preferences in one of two ways. Either click "unsubscribe" on a recent email from us, or visit your account settings page where you can update your marketing preferences. This page allows you to opt in or out of marketing contact. You will still receive service related emails such as payment transaction notifications.

For your added protection and piece of mind, lowering your deposit limit will take immediate effect.

If you raised your daily deposit limit, your new amount will take effect approximately 24 hours from the time of your request.

Go to our Play Safe page here to learn how to address gambling concerns for you or someone you know. On that page we provide useful information, links, resources to get professional help.

Go to our Play Safe page here to learn how to address gambling concerns for you or someone you know. On that page we provide useful information, links, resources to get professional help.

For the protection of our players, self-exclusions are irreversible. You will not be permitted to access the account or create any further accounts until the exclusion period has expired.

If you wish to reactivate your account once your scheduled exclusion period has expired, please contact Customer Support.