FAQ

Opening a Betway.com account is quick and easy. Just click SIGNUP on the homepage and follow the instructions. Make sure to enter your correct details:

• Register your full name
• Submit correct date of birth and place of residence
• Provide correct email address and home/mobile phone number
• Remember that multiple accounts are not accepted

In case your registration is made with inaccurate information, we might fail in getting in touch with you and this could lead to a block of your account.

Please also remember your password and Betway,com account number. Your password is CaSe-SeNsitiVe and has to be entered the same way each time. As soon as you have entered and confirmed your details, you can credit your account and start playing immediately. After registration we will also send you an email with the details you need. Be sure to save this information in a safe place!

If you have problems opening up a Betway.com account, please contact support@betway.com directly.

To minimize the risk of money laundering, illegal usage of credit cards, and prevent unauthorized usage of Betway.com, we need you full real address. Your details will be stored centrally at our servers and no unauthorized personal will have access to them.

Once logged in to Betway.com you will always have all your account details in the account bar below the Betway.com logotype. In here you can see and update your details at all time.

Simply fill out this
Password Recovery form and follow the instructions.

Betway.com strives to create a responsible gaming environment for each and everyone playing at our site. To most people, gaming is socially enjoyable and a harmless source of entertainment. But, sometimes it just becomes too much and a small number of players just can’t say no to that extra spin on the slots or that extra game of high-limit poker.

Are you concerned about becoming addicted? We have put together an extensive list of organizations you can contact to discuss any compulsive or problem behavior related to gambling. You could also try a short self-assessment test to get an indication on where you stand.

Read more about Responsible Gaming

If you have a support query, simply send an email to: support@betway.com

Our customer support opening hours are daily from 8.00 until 00.00. When you contact support, we take care to reply to your e-mail in the shortest time possible.

If you would like to send a letter, our mailing address is as follows:

Betway.com
9 Empire Stadium Street,
Gzira GZR 1300,
Malta

I you receive any error message when you try to log into the Poker client contact support@betway.com. Please include the content of the error message and possibly a screenshot.

• Login into the Casino, Sports Book or Poker lobby.
• Select Bank
• Choose your preferred payment method for the deposit
• Complete the step by step process.

Betway.com offers a wide variety of deposit methods to ensure that banking is always easy and safe.

These include

• Credit/Debit Card
• Click2Pay
• DBT
• Paysafecard
• Ukash
• ClickandBuy
• NETeller
• Moneybookers
• Giropay
• Usemybank
• InstaDebit
• Echeck
• Payspark

• EPS
• Neosurf
• Multibanco
• Ekonto
• Moneta
• Ewire
• Ideal
• Poli
• Euteller
• Przelewy24
• Sofortueberweising
• Webmoney
• Abaqoos
• Boleto Bancario
• Banklink
• Gluepay

To find out more about the methods on offer visit Banking .

An EntroPay VISA Card is a prepaid, reusable, on‐screen debit card that allows you to transact immediately and then whenever you want.

You add funds to your EntroPay VISA Card using your personal credit or debit card. This is done during initial registration, so your EntroPay VISA can be used straight away. After that you may add more funds to it whenever you need to.

1. How do I get an EntroPay VISA Card?

Follow these easy steps:

• Go to ‘Deposit’ page.
• Locate EntroPay amongst the payment options and click “Continue”
• In the information about the payment method section click to navigate to EntroPay website.
• When the EntroPay page appears, click “Get an EntroPay Virtual VISA!” and follow the registration process.
• When registration is complete you will have an EntroPay VISA Card with the details shown onscreen. Note down the CVV2 code so that you do not have to login into Entropay account again.
• Click the link to return back to us.
• Betway EntroPay Deposit page should appear with your new card details prefilled. Fill in the CVV2 code!

You will need your personal credit or debit card to hand, as you will add funds to your new EntroPay VISA Card as part of the registration process. EntroPay currently accepts the following cards: VISA, VISA Electron, Mastercard, Maestro, Solo and Delta.

You will also have to provide some personal information relating to your identity. The information EntroPay requests is essential to protect you and to satisfy regulations. The information you provide will be held securely and privately.

2. How do I transfer money to my EntroPay VISA Card?

Whenever you need to add more funds to your EntroPay VISA Card, select EntroPay as a deposit method and click the link to EntroPay website in the information section. An EntroPay page will appear and you should log in using your EntroPay username and password. Click the ‘Transfer Funds’ link and follow the on‐screen prompts to add

3. How much does an EntroPay VISA Card cost?

A charge of 4.95% is made when you add funds to your EntroPay VISA Card. EntroPay will inform you of any charges before you incur them.

4. How secure is EntroPay?

EntroPay VISA Cards are prepaid, which means that once you have spent the money on your card, no more payments can be taken until you add more funds. This protects you from overcharging and fraud. The EntroPay website is secure and no information can be intercepted while you are using it.

EntroPay is run by Ixaris Systems Ltd, a UK company, and the EntroPay service is protected by the e‐money issuer licence that Ixaris holds. This licence has been granted by the UK FSA (Financial Services Authority).

5. Do i get a physical card I can use over the counter?

No, your EntroPay VISA Card is a virtual card that is shown to you on‐screen. You spend with it by entering the card details on the website.

6. Can I use my EntroPay VISA anywhere online?

Yes. The card can be used at any online affiliate where VISA is accepted.

7. I already have an EntroPay VISA Card. Can i use it with you?

Yes. You can deposit via EntroPay or Visa gateways on the website. Please note that a deposit fee of 1,75% will be applied to your deposit if EntroPay is used at Visa gateway. We recommend to use EntroPay gateway to ensure the best experience.

The charges per banking method may vary. Confirm the various costs with your processor.

All deposits are instant, except for the direct bank transfer (DBT) deposits, which usually take about 3 business days (Monday – Friday). This depends on the time it takes for the banks to clear the funds between them.

No. All deposits must be done by a card or account that belongs to you.

Credit Card transactions can be rejected for a number of reasons, many of which have nothing to do with your credit. For example:

1. Your deposit request is sent securely via the Internet but if your transaction is delayed along the way, our processing centre will reject the transaction rather than processing it with incomplete data. Internet problems and traffic congestion can also cause rejections.

• Solution: A repeated deposit will usually resolve this problem, unless there is a major hardware/software failure.

2. Card number or expiry date mistyped or CVC2/CVV2 number on the back of your card incorrect – these are rejections due to erroneous card data submitted.

• Solution: Another deposit and a little bit of attention to detail will resolve this.

3. Your billing information doesn’t match the credit card information that you entered on the Deposit page. For instance, if you have entered a different post code (Zip code), or your residential address is different to your billing address, the purchase is likely to be rejected.

• Solution: Ensure valid personal data is provided in the account.

4. Some credit cards may also have been blocked for international sales.

• Solution: Contact your bank and ensure the card is open for gaming and international online transactions.

5. Your credit card company may have set controls (or barriers) to prevent potential fraudulent transactions or transactions from Gaming merchants. For example, if several deposits have been made within a short period of time, your credit card company may block your credit card for all transactions. This is an automatic response and may also happen if three or more transactions for the same amount are processed by one merchant (or processor) to your credit card.

• Solution: Contact your bank and inquire about rejection reason for the transaction(s) in question. In case the bank is unaware of any transactions you refer to, this mean that those were rejected by bank’s transactions firewall and prevented from main fraud checks. These issues are to be resolved between you and the bank, as highly confidential.

6. You may be trying to deposit from a country that we unfortunately do not accept payments from.

• Solution: Check to make sure that your country is not included in the following list: US, Israel, Malta, Cuba, Iran, Iraq, Ivory Coast, North Korea, Nigeria, Sudan, Syria.

7. Deposits rejected by Betway.com risk system.

• Solution: Feel free to contact our Customer Support Team for more details and advice.

The minimum deposit is 20 GBP/USD/AUD/EUR/CAD and 50.00 PLN .

The maximum deposit is set by the respective processor and is dependent on the method used. This you will would need to confirm with the processor. We do not have a maximum deposit amount.

Absolutely! We only use the very best of payment processors. All our transactions are secured with a 128-bit digital certificate from Thawte (www.thawte.com), the leader in online security. In addition to this, our servers are secured by state-of-the-art firewall technology. As a result your credit card information always remains confidential.

Firstly, bank cards initially were not created to fit e-commerce needs, hence the transaction risks and long processing time. e-wallets, on the contrary, are specially designed for making secure purchases online and swift money transfers over the Internet. e-wallets implement security features bank cards can only dream about; even if a bad guy manages to compromise an e-wallet account, lots of digital fingerprints are left.

A bank can reject your online payment if they decide it is too risky and you would never know how they came to a conclusion. E-wallets are much more friendly, since they were made for you to make payments when it is most convenient for you..

Among major advantages of e-wallets are:

• 24×7 money movement; withdrawals are normally processed within one business day;
• As a rule, leading e-wallets have 24×7 efficient customer service teams to assist you with any queries;
• Bonus incentives and special offers provided to the customers;
• Bank cards expire and need replacements but your e-wallet account never does!

Any advantages using e-wallets at Betway.com?

Yes!

• No deposit fees;
• No velocity limits. In other words, you may deposit as much as you like.
• All e-wallets support a withdrawal option, whereas you cannot withdraw to a MasterCard/Maestro..

In reality, we do not get your money instantly. When you make a deposit, we ask your bank for authorization. In case the response is “yes”, we credit your Betway.com account. The actual money is received later, but why should we not we trust your bank?

Unfortunately, the bank would not trust us when it comes to the withdrawal of your winnings. Our promise that we have sent you the money is not enough for your bank; therefore the funds are placed on your account only when they have been physically received by your bank.

Normally, it takes about 3-5 business days for the funds to reach your account from the moment we sent a request. The money travels via several bank accounts, perhaps even via several countries, and if there are weekends or holidays, then processing will take longer.

Finance is probably the most conservative area of them all. You will not believe how many things are still done manually in banks.

To comply with Anti Money Laundering practices, the system will suggest you to withdraw to the options originally used for depositing.

Note, that not all our payment options support payout features, amongst them:

• MasterCard
• Maestro
• Paysafecard
• Przelewy24

The system, thus, will not allow payouts to these methods and you will be able to select an alternate method, which is appropriate for you from the list of available ones.

The logic is simple and straightforward: if you deposit £10 with a Visa, you will need to withdraw these £10 back to the same Visa before you can withdraw to another method.

If you only used one method to deposit and wish to withdraw your winnings, then you will be able to withdraw the entire amount in one transaction.

If you used several methods for deposits and you now want to withdraw your winnings, you must first cover the outstanding amounts for each of the deposit methods used. Each method will require a separate transaction. After this, you may withdraw your winnings to any method of your choice or even register a new one.

In general, you will be faced with two types of withdrawal: a withdrawal to clear your required amount on a particular payment method and a withdrawal to withdraw your remaining winnings to any method of your choice.

Once you have initiated your withdrawal, your funds will be transfered to a holding account for processing.

If you decide to cancel the withdrawal request and have the funds returned to your Betway.com account:

• Click on the ‘Bank’ Button within the software
• If you have any pending withdrawals you will see an option on the screen to ‘Reverse Withdrawal’
• Select the exact amount that requires reversing
• Click ‘Next’
• Confirm the amount selected
• Click ‘Reverse Withdrawal’ and your reversal should be successful

If the ‘X’ feature is not available, the cancelation period has passed and your withdrawal is being processed.

(Note) The cancelation period is forfeited for specific account groups

You may be trying to withdraw to a country that we unfortunately do not accept withdrawals to.

• Solution: Check to make sure that your country is not included in the following list: United States, US Virgin Islands, US Minor Outlying Islands, Turkey, Colombia, Hong Kong, India, Indonesia, Republic of Korea, Malaysia, Venezuela, Japan, (Switzerland and Netherlands from June 2009)

(Note) The funds will be returned back to your gaming account and the card will be disabled for further payouts

Yes, we have 3 Welcome Bonuses in total. Click on each individual link for further information:

• Betting Bonus: 100% Freebet Offer

• Casino Bonus: £1000 Bonus

• Poker Bonus: 200% Poker Bonus up to $750

Your Poker Bonus will be paid to you on a monthly basis within three working days of the end of the calendar month. More info on our Poker First Deposit Bonus can be found here. For every 100 Loyalty Points earned $1 will be paid as part of your welcome bonus.

Loyalty Points (BP) are earned by playing Poker for real money at Betway.com. Use LPs to clear your deposit bonuses and use as buy-ins to Loyalty Tournaments.

Loyalty Points are awarded solely for playing poker with Betway at our real money tables. 10 points are earned for every $1 generated in cash rake.

The “Rake” is the percentage of the pot that goes to the house. Your hand is considered a qualified raked hand when you contribute to a pot raked a minimum of €0,25.

Loyalty Programme in Poker

You earn Loyalty Points (LP) for every raked hand you play. The number of points you earn, for each raked hand, depends on what limit you play.

You can use your points as a buy-in to special Loyalty Tournaments.

Read more about the Poker Loyalty Programme

You earn Betway Points by playing casino games for real money, either in the instant play (flash) and download version. See the Betway Points earning table below for how many points you earn on the different game types.

The wagering requirement is displayed in USD.

Betway Points from the casino will only be credited in full points. Wagering credits will be continuously accumulated until wagering requirements have been met and full points have been credited.

Betway Points are not earned by playing the casino from within the poker client!

Yes. In fact we have a couple!

Loyalty Programme in Casino
Our Loyalty Points programme is available to you when you play at the casino and is structured on levels or tiers. So the more you play, the higher the tier you climb to and the more rewards come your way!

Read more about the Casino Loyalty Programme

Loyalty Programme in Poker

You earn Bonus Points (BP) for every raked hand you play. The number of points you earn, for each raked hand, depends on what limit you play.

You can use your points as a buy-in to special Loyalty Tournaments.

Read more about the Poker Loyalty Programme

• Flash Casino

• Download Casino

You can exchange them for casino credits/bonus money!

Click on one of the ‘Free Download’ buttons that appears on the casino page. A Pop up window will appear asking you if you would like to run or save this file. Press the “Run” Button. Windows will request your authorisation to run the Software. Again, click “Run”.

Once the software is completely downloaded, click “Install Casino” and open an account. Register an account and you will be directed to the casino lobby where you can then enjoy an array of games. Please note that existing Sport Book players are able to use their usual login details to access the casino, however Poker players are required to register a new casino account once they have downloaded the software.

The default location is to your desktop. If you saved the casino software to an alternative location and cannot find it, simply follow these instructions:

Click on ‘Start’/ ‘Find’/ ‘Find files or folders’. Type betway_0Game_W3.exe in the ‘Name’ field, and click on ‘Find now’. Remember to search using the ‘Local hard drives’ option. Once you have found the casino software, double-click to begin the installation.

betway.exe
betwaypoker.exe

Minimum
The minimum system requirements to run the Betway.com Software are:

• Pentium 4 OR AMD 1.5ghz GHz or faster
• 1GB Memory
• 10 GB or more available Hard Drive Space
• 128MB memory SVGA, 800×600, 16 bit colour Graphics Card
• Sound Blaster compatible Sound Card
• Microsoft compatible 2-button mouse

• Intel Core2 Duo 3 GHz or AMD Athlon X2 6000+ (3 GHz) or faster
• 2GB Memory
• 20 GB or more available Hard Drive Space
• 256MB memory SVGA, 1024×786, 32 bit colour (16-million) Graphics Card
• Sound Blaster compatible Sound Card
• Microsoft compatible 2-button mouse

• Internet Explorer 6+, Firefox 3.0.1+
• Flash Player 10+
• Windows XP (32-bit), Windows Vista (32-bit and 64-bit) or Windows 7 (32-bit and 64-bit)

Games that are not yet installed are marked with a red dot next to the game name in the ‘Games Lobby’.

The casino software automatically downloads all the games in the background in a pre-defined order.

To download a game yourself simply click on the game you would like to have. A screen will appear that gives you information on the progress of the download. Should you would wish to play another game while you wait for the download, simply click on the ‘Hide’ button, and you will be returned to the games lobby. The red dot will now be replaced by a progress bar that shows you the progress of the download.

You can only use the Free Spins in the Downloaded Casino client.

Click on “Slots” and choose the game which you have the Free Spins in.

The game will pop up and you and choose to use the Free Spins now or later.

Log in to the Downloaded Casino Client and click on the Menu in the left corner on the top.

Under Options you can click on Change Password and the password will be updated next time you log in to the client.

Certain financial institutions have decided to deny their cardholders the freedom to make deposits for online gaming transactions. We have however made provision for this by allowing you alternative methods of purchasing your casino credits. Click on Banking to find out more…

Refresh does the following if you are disconnected from the Casino Server or Internet
If your computer is disconnected before the results of the last game are displayed, then the amount you won or lost, your credit balance, and the final game state is displayed when you return to the game.

If your computer is disconnected while a game is in progress, and you can still make decisions in the game, you are able to complete that game when you return to it.
If the request to play a new game does not reach the Casino Server before you are disconnected, the result of the previous game is displayed when you return to the game.

In the Casino lobby top corner on the left side there is an explanation mark and a ticked box. Click on the ticked box to go to “Play check” here you can view your previous played games.

If you feel that there is a legitimate error with the game in question contact support@betway.com for review and forward all information about the game, what time you experienced the problem and if possible a screen shot.

Please see the respective FAQ section. If you can’t find the answer you’re looking for there, please send an e-mail to: support@betway.com

Betway.com supports Internet Explorer, Mozilla Firefox, Opera and Safari. To be able to give you the most secure experience as possible, please make sure your browser and system is always updated to the latest version.

• Windows

• Macintosh

We do not support the native Mac platform at present. This means that customers cannot play at Betway.com in Mac OS X, regardless
of web browser. There are, however, workarounds available that more or less rely on you running Windows on an Intel-based Mac using one of the software providers below:

• Download Boot Camp, Free Public Beta from Apple.

• Parallels Desktop

• CrossOver

The Flash Poker Client explicitly requires Microsoft Internet Explorer in Windows.

A “cookie” is small text file, which will be stored on your computer. We use cookies to store information about your visit to the website. For example, your language setting will be stored in a cookie file between your visits. In this way we can always display the language that you prefer. We also store other kind of settings, but all data that is stored in the cookies is anonymous and can never be connected with your account.

Simply contact support@betway.com with the nature of the problem, together with the answers to these questions:

• What kind of Internet browser are you using? (e.g. Internet Explorer, Firefox and so on…)
• What Operating System are you using? (e.g. Windows XP, Windows 2000 and so on..)
• What type of system are you using? (e.g. Apple Mac, P.C and so on…)
• How and where did this problem occur?
• If there was an error message, what did it say?
• When did this problem occur?

Also attach a screenshot if possible!