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You have a question about a bet, our products, your account, our payment methods or need assistance? Ask your question here. Our employees are glad to help you.
Info: Do you want to send a screenshot? In this case you can contact our customer support via an e-mail to firstname.lastname@example.org.
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You have a technical problem or another issue with the website? Please shortly describe your situation. Our employees will answer your request as soon as possible.
Please choose a topic*
My betting account
I've forgotten my betting account number. What can I do?
On the homepage click on "Forgotten your password?" in the log in menu. Then click on the link below and fill out the form. You will then receive an e-mail with your betting account number.
Of course you can always send an e-mail to email@example.com. Our team will help you straight away!
I've forgotten my password. What can I do?
On the homepage click on "Forgotten your password?" in the login menu. Enter your betting account number or your e-mail address and your date of birth. You will then receive an e-mail with a link to reset your password.
Of course you can always contact our firstname.lastname@example.org. Our team will help you straight away!
My account is locked. What can I do?
This could be for one of many reasons. Accounts are locked for security after three attempts to log in with an incorrect password. Please send an e-mail to email@example.com, and we will check the exact reason.
Can I change my personal data?
You can easily adapt your personal data such as your e-mail address or your telephone numbers yourself in your betting account. Click on "Manage account" in the log in menu or on your betting account number and then go to "My profile" and "Personal data". If you would like to change any other details, please send an e-mail to firstname.lastname@example.org including your betting account number and the desired changes.
How can I manage my account settings?
Click on "Manage account" or on your betting account number in the login menu. You can then change the following account settings at any time under "My profile" then "Settings".
To save the new settings, click on "Accept".
Can I change the currency of my betting account?
If you would like to change the currency of your betting account, please send an e-mail to email@example.com.
I want to lock my betting account. What do I have to do?
You can lock your betting account at any time without giving a reason for a specified or unspecified amount of time. Send an e-mail to firstname.lastname@example.org and your account will be locked as soon as we receive the message.
Can I delete my betting account?
You can lock your betting account. Please send an e-mail with the lock request to email@example.com.
What does my betting balance consist of?
In your account overview your betting balance is divided into different sections:
Why is a part of my funds linked?
Funds for which a bonus was granted and the resulting winnings will appear in the account management as "Linked funds". They will remain linked until the bonus conditions have been completely fulfilled or the bonus funds are used up.
What are my deposit methods? How long does a transfer take?
bet-at-home.com offers several different deposit methods. The availability also depends on your country. You can find a comprehensive list of all possible deposit methods in your betting account. Click on "Manage account" in the log in menu and then go to "My betting account" and then "Deposit". How long does it take? Deposits via credit card (VISA, MasterCard, Diners Club), Skrill (formerly Moneybookers), PayPal, WebMoney, paysafecard, giropay, NETELLER, SOFORT Banking, EPS, Przelewy24, PLATBA 24, Ukash and paybox will appear in your betting account immediately. Bank transfers take between 1-3 working days. Western Union will credit the funds to your betting account in 2 working days at the latest.
What fees are there for topping up my betting account?
Processing fees apply to only a few deposit methods. You can find all the information in the General Terms and Conditions under "Deposit methods".
My deposit isn't in my betting account. What can I do?
Send an e-mail to firstname.lastname@example.org. Please make sure you include the following information:
For bank transfers please attach a legible scan or screenshot of the online banking transaction in gif, jpg, bmp, pdf, txt or doc format.
Why wasn't my deposit successful?
It could be that the sum you tried to deposit was lower than the minimum for that particular deposit method. If this is not the case, please send an e-mail to email@example.com. Please make sure you include the following information:
Which withdrawal methods are available for me to use? How long does a transfer take?
bet-at-home.com offers the following withdrawal methods: Credit card (VISA, MasterCard), Skrill (formerly Moneybookers), NETELLER, PayPal, WebMoney, Western Union and bank transfer.
How long does it take? Withdrawals via Skrill (formerly Moneybookers), NETELLER, PayPal and WebMoney will be received immediately. Withdrawals via Western Union will be received within 1-2 working days, via bank transfer within 1-3 working days and withdrawals to your credit card (VISA, MasterCard) within 2-3 working days.
In which countries can I withdraw via credit card (VISA, MasterCard)?
How can I request a withdrawal?
In your betting account! Simply click on "Manage account" in the log in menu, and select the desired withdrawal method under "My betting account/Withdrawal" and fill out the required fields.
When you click on "Request withdrawal" the withdrawal request is submitted.
Why do I need an IBAN and BIC?
IBAN and BIC are required for SEPA transactions within the EU and concern international, standardised account numbers and bank codes. Since the IBAN already includes the bank code, the BIC is only required for foreign transactions. You can find both, the IBAN and the BIC, on your bank card or your bank statements. Advantages:
Which fees are withdrawals subject to?
Only a few withdrawal methods incur processing fees. You can find all the information in the General Terms and Conditions under "Withdrawals".
Why wasn't my withdrawal carried out? Why can't I request a withdrawal?
Long-term bet-at-home.com customers know that withdrawal requests will always be processed quickly; the way things should be with an internationally renowned company.
A cancellation could be due to the following reasons:
Should none of the above points apply to you, please send an e-mail with your betting account number, withdrawal method and amount to firstname.lastname@example.org. Our friendly team will be glad to help you.
Why can I only withdraw a part of my funds?
You can only order a withdrawal of the maximum amount stated under "Funds". If you redeem the bonus, the amount which the bonus was granted for and the resulting winnings will remain linked until the bonus conditions have been completely fulfilled or the bonus funds are used up.
What types of bets are there?
bet-at-home.com offers four different types of bets:
1 event – 1 tip! The single bet is the simplest bet offered by bet-at-home.com, with the fastest chance of winning.
Minimum stake, high winnings – the best way to do this is with combi bets! In comparison to a single bet, where you can bet solely on one event, with one single stake you can bet on several matches.
Win even if not all matches were correctly predicted – this is only possible with system bets! Here there are a variety of betting possibilities. Decide for yourself on the system 3 out of 4, and you've won, as long as three of your bets are correct.
With this betting type you can place more tips on a particular event. Example: With Bayern Munich playing against Borussia Dortmund, you bet on tip 1 and tip 2 at the same time and therefore minimise the risk.
What is a combi bet?
With a combi bet you can bet on several matches with just one stake. The individual odds will be multiplied to yield your overall odds. Unfortunately, if one of the tips is wrong then the entire bet is lost.
You are placing the following combi bet: Real Madrid wins (odds 1.35), Manchester City vs. FC Barcelona will end in a draw (odds 3.44), Bayern Munich wins away (odds 1.34) and Paris Saint-Germain beats Chelsea (odds 2.56). The multiplication of all odds results in an
overall odds of 15.93
(1.35 * 3.44 * 1.34 * 2.56). With a stake of 10 euros you can win 159.31 euros (net win: 149.31 euros).
What is a system bet?
Win, even though all the matches were not predicted correctly – this is only possible with system bets! Here are some varying combination possibilities. Decide for yourself on the system 3 out of 4 and you've won, as long as three of your bets are correct.
Place the stake per row. The profit margin will result from the multiplication of the respective odds within the correct combination.
Do you want to give certain tips in every combination? Then just select a banker for every system bet. Important: You must have at least 4 tips in your bet slip to select a banker. You can add or remove the banker directly in your betting slip. The overall odds of each combination will then be multiplied by the odds of the banker.
You selected four matches and play the system 3 out of 4. You decide for the following tips:
This results in the following four combination possibilities:
Let's say that your stake per combination (row) is 30 euros. This means a total stake of 120 euros for all four rows.
Assume that the matches a, b and d are tipped correctly – only FC Shakhtar Donetsk vs. FC Bayern Munich is wrong. This means that in our example, "Combination 2" would be correct. The
winning odd is 11.89
(1.35 * 3.44 * 2.56). This results in a payout amount of 356.70 euros – with just a stake of 30 euros per row!
Which bets can I choose from?
Apart from the main bets, bet-at-home.com also offers various other bets. These include:
One team gets an advantage which is added to the actual score.
FC Barcelona gets an advantage of one goal. If you bet on Manchester City to win by way of handicap, then the Citizens have to win with an advantage of at least two goals, so that your bet will be correct, for example 2:0, 3:0, 3:1 and so on.
With this type of bet you increase your chances of winning because you bet on two results at once.
You bet that Manchester City will win or that the match will end in a draw.
You tip that FC Barcelona will draw or win.
You bet that one of the teams will win after 90 minutes, but you do not specify which one it will be.
In this case you don’t bet on the outcome of the game, but on how many goals will be scored. It doesn’t matter which team scores the goals.
This type of bet is mainly offered in basketball and American football. One team gets a point advantage that is added to the final score.
How do I place a bet?
Log in to your betting account and simply click on the appropriate odds on your selected bet. Just select the desired bet type in the betting slip on the right side, enter the desired stake and click on "Next". With a click on the "Place bet" button, you have placed your bet.
Why can't I place a bet?
Should you be unable to place a bet, although you have followed all of the necessary steps, please send an e-mail with your betting account number, desired stake, and tip to email@example.com. Our support team will contact you as soon as possible!
How does a live bet work?
Live betting ensures the highest excitement during an event. The odds can change in a second to reflect the status of a game as it is being played.
Where can I find the live bets on offer?
An overview of the live bets currently on offer can be seen in the live box in the middle of the website. Just click on "Show all" to see all the current events as well as those about to start. Tip: The button "Switch to calendar" in the top left lets you see all the live bets for the coming days.
Can I combine live bets?
Do you like to place combi bets? No problem, you can also combine live bets with other tips.
Tip: Select in the betting slip or directly in your account settings the option "Accept higher odds" or "Accept all odds changes". This makes placing live bets quick and simple even when the odds change.
Why is there a time display for live bets?
If there is a time display for a live bet then this is just to give you an idea of how long the game has been going on. For technical reasons this will not be the exact start or play time. bet-at-home.com is not responsible for providing other details such as the status of the game.
How can I bet at yellow and red cards?
Uncertain which team will win the match, but you’re sure there will be at least three bookings as both teams are known for their harsh attitude? Then this bet is exactly what you were looking for! You can either bet on the exact amount of picked up cards or bet whether the overall amount of cards will be over/under a certain figure. Thereby, a yellow card counts as 1, a red card as 2, and a second yellow card as 3. All cards, picked up by players on the pitch or by players who have been substituted during regular time are taken into account.
Can I play in the bet-at-home.com Casino for free?
It is possible to play all of the casino games for free to try them out. Just choose the option "Play for fun". When you want to play for real money, just choose the option "Play for real".
How can I take part in casino tournaments?
You can find an overview of all casino tournaments in the menu under "Tournaments". Click on a tournament to receive additional information such as duration, prize structure, minimum amount of rounds and qualifying games. Simply select the desired game and start playing.
Important: You can only play casino tournaments with real money.
How are the casino tournament winners decided and when do they get their winnings?
In the bet-at-home.com casino the tournament winners are decided in the different ways. The applicable method is shown in the tournament lobby.
The prize money will be added to your casino bank account as soon as the tournament is finished.
What does the leaderboard show?
The leaderboard shows the current best players. You must have played at least 10 rounds to appear on the leaderboard.
Player names will be marked by colour on the leaderboard:
Red: You have not reached the minimum round bet.
Green: You have reached the minimum round bet.
White: The player has reached the minimum round bet.
Red: The player has not reached the minimum round bet.
Currently active players are shown in italics.
My connection was cut off while I was playing in the casino. What can I do?
All game activity is saved in our database, so after a game is interrupted all records can be recoverd without loss of data. Just send an e-mail to
including your betting account number, the game you were playing and the time it was interrupted.
Can I use my sport bonus to play in the casino too?
No, the sports bonus is only valid for sports bets and virtual bets. Please note that different bonus offers cannot be combined and they must be used consecutively.
Why was my casino bonus cancelled?
The casino bonus must be rolled over 40 times within a certain time period. This is normally 28 days. It is possible that your bonus was automatically cancelled because you did not meet this condition.
If this is not the case, it is likely that you sold a higher number of chips than indicated under "payable".
How do I really know that all the results are random?
The software used to power the bet-at-home.com casino is developed and supplied by Net Entertainment NE AB. The casino software uses the SHA1 Random Number Generator (RNG) from Sun Microsystems. The RNG is tested by the renowned National Laboratory of Forensic Science in Sweden and Technical Systems Testing in Canada. It is checked regularly and only when it is deemed to meet all prevailing industry standards is it re-authorised.
Which casino games can I also use on my mobile devices?
Many of our games are also available on mobile devices. You can find them on the "Mobile icon" next to the game name in the navigation.
What is Virtual Football or the Virtual Football League?
The Virtual Football League is a random generator based virtual championship simulation with 16 teams. All eight matches in a round kick off at the same time. For each matchday, four and a half minutes are allotted. A complete season consists of 30 matchdays. Including betting breaks, you’ll experience the excitement and drama of an entire football season condensed into 140 minutes! You can place bets on your favourite teams, the result or number of goals all in one go. The Virtual Football League delivers non-stop football action – because once the season finishes it’s already on to the next round!
Where do I find the Virtual Football League? How can I view the matches?
You’ll find an overview of the current Virtual Football League matches in the main menu under "Virtual – Virtual Football League". With just one click you’ll see all on-going matches or those that are about to commence. Virtual Football matches will be displayed via high-quality video simulation.
Where and how do I place my virtual football bet?
Log in to your betting account and select the matchday of your choice under menu item "Virtual - Virtual Football League". The current matchday is highlighted in the matchday area. You can also place your bet on each subsequent matchday of the on-going season. Once you’ve picked a matchday, all eight matches available will be displayed. Click on the applicable odd, select the desired bet type in the betting slip and then enter the preferred stake. By clicking "Place bet" your bet is placed.
Which betting opportunities are available for the Virtual Football League?
365 days a year - 24 hours a day, bet-at-home.com offers exciting betting opportunities with its innovative VFL! Along with the classic single bet, also combi, system and multi-way bets can be placed. That’s why there are several special bets available, for example handicap, under/over or score bets. You can place your bets up to ten seconds before kick-off!
1 match – 1 bet! The single bet is the simplest bet offered by bet-at-home.com, with the fastest chance of winning.
Minimum stake, high winning possibility – the best way to do this is with the combi bet! In comparison to a single bet, where you can bet solely on one betting event, with one single stake you can bet on several matches.
Win even if not all matches were correctly predicted – this is only possible with a system bet! Here there are a variety of betting possibilities. Decide for yourself on the system 3 out of 4, and you've won, as long as three of your bets are correct.
With this betting type you can place more tips on a particular betting event. The risk will be considerably minimised.
How do I get information about the shape of the teams?
Flash tables, live ticker and statistics will keep you up-to-date on what’s currently going on, day in and day out. This information will make it easier for you to enter the on-going VFL. You won’t have to keep an eye on things the entire season.
Is my sports bonus also valid for virtual football?
Yes, the sports bonus can also be used for the VFL. You can withdraw as soon as you have fulfilled the bonus requirements.
How can I play bet-at-home.com poker?
In order to play bet-at-home.com poker, you need our poker software. You can easily download this. Then you need to log in with your bet-at-home.com account number and password. To transfer credit from your betting account into chips just click on "Cashier" in the lobby. If you need assistance, please send an e-mail to firstname.lastname@example.org
What data do I need to log in to my poker account?
Use the same access data as you use for your betting account to log in to bet-at-home.com poker. Your betting account number is the user name and your betting account password is the password for the poker software.
My poker account is locked. What can I do?
This could be for one of many reasons. An account is locked automatically when you try to log in three times with an incorrect password. Please send an e-mail to email@example.com and we will check the exact reason for you.
My connection to the poker software was interrupted. What can I do?
All poker activity is stored in our database. All games are saved and can be checked immediately if there is an interruption. Please send an e-mail including your betting account number and all relevant information (e.g. tournament name, table number) to firstname.lastname@example.org
Does the poker software support Macintosh?
No, at the moment the poker software is only available for Windows. We are working on making it available for Macintosh too.
How do I bet on the greyhounds?
Simply click on the odds for the bet you want and your tip will appear in the betting slip on the right. Then enter the amount you want to bet in the "stake" box. If you want to place the same stake on each tip then type the amount into the "stake per bet" box.
What is a win bet?
With a win bet you bet on the exact winner of the race.
What is a place bet?
With a place bet you bet that your starter will be first, second or third.
What are Perfecta and Trifecta?
With a Perfecta bet you pick the exact winner and 2nd place. With a Trifecta bet you have to pick 3rd place as well.
The live stream was interrupted. What should I do?
Please send an e-mail to
email@example.com. Please make sure your e-mail includes the following information:
What are the system requirements for the mobile site?
bet-at-home.com mobile can be accessed over the web browser from all popular smartphones. Enter the URL bet-at-home.com/mobile in the address bar. Important: Cookies must be enabled in order to log in.
What are the system requirements for the mobile casino?
The mobile games support iOS and Android platforms. We recommend you use Safari on iOS devices and Chrome on Android.
What are the system requirements for the mobile live casino?
The games at the mobile bet-at-home.com live casino are supported by iOS and Android. We recommend that you use Safari on iOS devices and Chrome with Android.
WLAN connection is strongly recommended. Mobile network connection could be too unstable to guarantee maximum video quality and steady gameplay.
Are there additional costs?
Data transfer occurs when you use bet-at-home.com mobile on your smartphone. As a result additional charges may be incurred by your provider. bet-at-home.com does not charge extra fees.
How do I redeem a bonus?
To redeem the sports bonus go to "Redeem bonus" in the menu and enter the bonus code. The casino bonus will be added automatically with your first chip purchase.
I have an open sports bonus. Will the mobile bets I placed be taken into account for the rollover requirements?
Yes, your mobile bets will also be taken into account.
Can I also roll over the casino bonus from my mobile device?
Yes, the casino bonus can also be rolled over in casino games available on your mobile device. You can find detailed information on the rollover requirements in the bonus terms and conditions.
Where do I find the bets I've placed?
All bets that you have placed can be found on the mobile website in your betting account. Log in, click on the menu symbol and go to "Sports betting" under "My bets".
Can I top up my betting account on the go?
Yes, you can even top up your betting account on the go! Log in, click on the menu symbol and go to "Deposit". As usual, you can choose from one of our many deposit methods.
I have just registered and would like to redeem the sports bonus. How long do I have?
The sports bonus for new customers must be redeemed within ten days of making your first deposit. Click on "Manage account" in the log in menu and then on "Vouchers and Bonuses/Redeem bonus". Enter the relevant bonus code, accept the conditions and click on "Redeem bonus". The bonus amount will appear in your betting account immediately!
My computer is used by several different people. Can we all redeem the same bonus?
No, the bonus can only be redeemed once per betting account, person, household, family, or computer. Please note that violating this condition can lead to your betting account being closed.
How do I redeem my betting voucher?
It's as easy as this:
Important: Only one betting voucher can be active at a time. Each additional redeemed voucher will only be activated once the rollover conditions are completely fulfilled or the voucher funds are used up.
What conditions apply to betting vouchers?
Betting vouchers can be redeemed only once per person, family, household and computer. The amount must be rolled over three times at minimum odds of 1.50 before a withdrawal of the voucher amount and the resulting winnings can be ordered.
How can I order betting vouchers as presents?
In account management under "Buy vouchers" you can order vouchers quickly and simply at any time. Just enter the desired amount in the amount field and click on "Buy voucher(s)". The total value will be deducted from your betting account and you will receive the vouchers via e-mail.
You can choose vouchers in denominations of:
Voucher amounts depend on the currency of the betting account.
Can I use the sports bonus to play in the casino as well?
No, the sports bonus only applies to sports and live betting as well as for virtual bets from bet-at-home.com.
Why was my casino bonus cancelled?
The casino bonus must be rolled over 40 times within a certain period of time. Normally this is 28 days. Your bonus may have been cancelled because you did not fulfill this condition.
If this is not the case, you may have sold more chips, than indicated under "payable".
I have an active bonus. Can I redeem another one?
Only one bonus at a time can be active for a particular product. You can have a parallel bonus for sports bets, casino, and poker. Should you already have an active sports bonus, you can still redeem another one. However, it can only be activated in the section "My promotions" after the conditions for the first bonus have been completely fulfilled or after the bonus funds have been used up.
How is my sports bonus calculated?
The bonus is calculated according to the total value of all deposits made within the bonus time period. The actual bonus amount however will be calculated according to the amount displayed under "Funds" when the bonus is activated. If this amount exceeds the total value of all deposits made, the bonus will only be granted up to the total value of the respective deposits within the bonus period.
I have a sports bonus queued. How long can I activate it?
The time frame in which redeemed sports bonuses can be activated depends on the individual bonus offer. With our bonus for new customers this time frame is 90 days after the bonus has been redeemed. With all other bonus promotions, the time frame is stated in the bonus terms and conditions.
My sports bonus was cancelled. Why?
The sports bonus has to be rolled over a certain number of times as specified by bet-at-home.com and with predetermined minimum odds. This must be done within a specific time period. It is possible that your bonus was automatically cancelled because you have not met these requirements.
Can I cancel the bonus or voucher?
Yes, you can cancel an active bonus or a voucher. In order to do this, go to "My promotions" in your account management. You can cancel promotions by yourself in the respective detailed view. Please bear in mind that as a result you will lose the amount of your bonus or voucher funds as well as any resulting winnings. This cannot be undone.
Mozilla Firefox (from Version 2.x): How should the browser be configured so that there are no problems?
Activate SSL connection (Secure Sockets Layer):
Do not save form data:
Microsoft Internet Explorer (from Version 6): How should the browser be configured so that there are no problems?
Making https://www.bet-at-home.com a "Trustworthy Site":
Google Chrome: How should the browser be configured so that there are no problems?
Additional settings are under
As shown in the previous Internet Explorer description.
Opera (from Version 9.0): How should the browser be configured so that there are no problems?
Password protected sites:
Safari (from version 3): How should the browser be configured so that there are no problems?
Additional settings (e.g.: SSL connection) are under
As shown in the previous Internet Explorer/Google Chrome description.
Is my data secure?
Sensitive data (Credit card information, etc.) is transferred by bet-at-home.com via a secure SSL connection. The current standard in internet transactions, SSL is based on 128bit RSA-encryption technology.
What is an SSL connection?
An SSL connection (Secure Socket Layer) is an encrypted network connection between a server and a browser. This prevents third parties from analysing or manipulating the data that you send. Furthermore, the encryption process secures the identity of a site. The most popular browsers such as Mozilla Firefox, Google Chrome or Microsoft Internet Explorer support the SSL connection.
No, at the moment the poker software is only available for Windows. We are working on making it available for Macintosh too.
The poker software connection was interrupted. What can I do?
All poker activities are stored in our database. Therefore all games are recorded and can be reviewed immediately in the event of a disconnection. If such a case occurs, please send an e-mail with your betting account number and further information (e.g. tournament name, table number) to firstname.lastname@example.org.