Help

My Account

General/Account/Limits

1. How can I customize my bettogoal account?

Under My Profile, in your bettogoal account, you can choose your preferred settings.

You can choose the following settings:

⦁ Your preferred language.

⦁ Your preferred date format.


Also under My Profile, you can choose your preferred communication settings as follows:

⦁ Whether or not to receive any e-mail on our events

⦁ Whether or not to receive our periodic newsletter

⦁ Whether or not to receive SMS notifications

⦁ Whether or not to receive updates on our partners special offers

Under Your Limits, you can impose daily, weekly or monthly limits into your personal deposits. You are free to change or to cancel these limits at any time you want.

Please note, that these personal settings will not work unless your browser and security settings are set to enable cookies.

2. What features does my bettogoal account have?

Your bettogoal account is your central control panel for most of our services on the website. If you are logged in, you can initiate withdrawals or make deposits, place bets, monitor all financial transactions on your account or review all the bets you have placed.

By clicking the icon My Account, you have the possibility to adjust your account with the personal settings you prefer.

3. How can I request or unsubscribe from e-mail or SMS notifications?

Under My Profile you can choose from a list (click to tick/untick) what kind of e-mails you would like to receive (periodical newsletter, promotions mails) or if you do not wish to receive at all. You also have the choice, to subscribe/or not, to get information via SMS.

4. How can I subscribe or unsubscribe from the SMS news service?

Under My Profile you can subscribe to or unsubscribe from SMS info service.

 

Account verification

1. Why do I have to verify my account?

Due to the licensing requirements to which we are subject as a licensed gaming provider, we are obliged to verify the account to ensure that minors are excluded from gambling. Account verification is also one of the global standards for preventing money laundering and terrorist financing.

2. How will my account be verified?

We will check the validity of the information you provide us (Name, address etc.). If your details are inaccurate or incorrect or if there are any enquiries, we may request additional documents as further proof of your identity.

3. What will happen if my account can’t be verified?

If the verification of an account fails, the account will not be available for gaming purposes. Deposits and withdrawals cannot be made; therefore, gaming will not be possible.

Gaming on our website is impossible without verifications of accounts.

4. What happens to my account if I am not verified?

You will not be able to withdraw funds or make deposits.

If you live in the UK, your account must be verified within 72 hours of becoming a Real Player or within 72 hours of being recognised as a UK resident customer, whichever is the sooner. If you are not verified within 72 hours, your account will be suspended, and you will not be able to make any deposits or withdrawals.

5. What should I do if my account is suspended?

You will still be able to log in and submit your documents to be verified. Once approved, the account will be reopened.

6. What kind of documents do I have to provided?

We will ask for a copy of an official identity document (passport, identity card, temporary replacement or official residence permit) and that they are uploaded to the system.  We may have to request additional documents, such as a utility bill, a bank reference letter or similar documentation.

7. Is it safe to upload my documents?

We use SSL encryption technology. The upload process is therefore as secure as possible.

8. Who at bettogoal has access to my documents?

We are using a restrictive, highly secured data protection system. Only employees in charge of the account verification procedures will have access to your documents.

 

Inactive accounts

1. Is an administrative fee charged and how much is it?

We charge an administration fee of €5.00 per month for inactive accounts.

If there is less than €5.00 in an account, only the amount deposited in the account will be deducted until the balance is € 0.0.

We will not reduce the account balance below zero.

2. Why does bettogoal charges fees?

Because inactive accounts cause considerable organisational effort.

3. Will a fee be charged in case that an account will be reactivated?

No additional fees will be charged if an account is reopened.

4. When is an account not free anymore?

An account is free of charges as long as the account is used for gaming purposes. According to industrial standards an account will be considered as inactive when it is not used for gaming purposes within a 12-month period.

5. How can I prevent an account from becoming inactive and having to pay fees?

By choosing a game and placing bets from bettogoal's extensive range of games and entertainment.

 

Closing and reopening of accounts

1. My account has been blocked because I repeatedly entered a wrong password. What do I have to do?

Please send a message to our support team, specifying you first and last name, your residential address, your date of birth, your user ID and the mail address listed in your account. Please state the reason of your request in the subject line.

2. Does bettogoal charge fees if the balance of an account is zero? Will an account be closed in such a case?

No, bettogoal will not charge fees in such a case. Fees are only charged if an account is inactive. But we are entitled to close any account which has a zero balance.

3. Does bettogoal charges fees if I close my account temporarily?

Only if an account remains inactive for at least 12 months. When an account is considered as inactive, administrative fees will be charged.

4. How can I close my account or choose a cooling down period?

There are two options to close an account and two options to choose a time out period. Please select thoughtfully before choosing one of the options.

 

If you have developed or feel the risk to develop a problematic gaming behaviour, please visit the self-exclusion page in your account.

Here, there are two available options:

⦁ You will be able to define a fixed time out duration (1-day, 1-week, 1-month or another period, up to 6 weeks). The account will be reopened automatically after the end of the duration.

⦁ You will be able to self-exclude yourself for an indefinite period.  In this case, the account cannot be reopened before a period of 6 months has elapsed, in addition, the reopening of the account has to be initiated by our support team, you can reach them via [email protected].

If you would like to close your account for any other reason, please contact our support team.

 

Here, there will be the following options:

⦁ Closure for a definite duration, 1-week, 1-month, 3-months or another definite period. The account will be reopened automatically after the period has elapsed.

⦁ Closure for an indefinite duration. In this case, the account can only be reopened by requesting the reopening via our support team with an advance 24-hour notice period.

 

Please note in all cases of account closure:

⦁ You will not be able to play with real money.

⦁ You will not be able to deposit real money.

⦁ However, you will be able to request withdrawals of money from your account.

 

If you wish to block your account so that you are no longer able to log in, please contact our support team by sending a message providing your first and last name, your address, your date of birth, your user name and the e-mail address you provided when setting up your bettogoal account.

Please note, that in any case of closure of the account, your personal data cannot be deleted. We are obliged to keep the data for your own security until the expiration of the statutory period of limitation and by statutory storage obligations. You may request the deletion of data after the expiration of the time for statutory storage obligations.

 

Personal data

1. How can I change my address and my country of residence if I move?

To change your address log in your bettogoal account and change your postal address.

To update your country, it is necessary to contact us via [email protected] and to upload a current utility bill or another document, that shows your new address.

2. How do I change my e-mail address?

First you must log in to your bettogoal account. You can then update your e-mail address in the Settings/Personal data section. If you have forgotten your access data, please contact us at [email protected] stating your name, first name, date of birth, address, user name and the e-mail address that you provided when opening your account.

Your new email address will be updated as soon as possible by our support team.

3. How do I change my surname when I get married?

In this case, please contact our support team at [email protected] by specifying your former surname, your customer ID, your address, your date of birth and your mail address. In this case, we are obliged by law to request a marriage certificate.

 

Login procedure

1. How do I get access to my bettogoal account?

If you have opened an account on our website, you can access the account by entering your user name and password on the buttons at the top right/left of the website (LOGIN), then press the login button the "return/enter" key on the keyboard.

2. I forgot my personal security question/answer combination, what can I do?

Please inform our support and submit your name, surname, your date of birth, your address and your mail address. 

3. What can I do if I forgot my User ID?

In this case please contact our support team and submit your name, surname, address and your e-mail address.

4. What can I do if I forgot my password?

Click on the Forgot your password button on the website. Then follow the instructions and a new password will be sent to you by e-mail within a short time. You will need your security question and answer for the process.

Please note that we can only send the e-mail with your new password to the e-mail address that you have given us. Therefore, please make sure to always use a current e-mail address.

5. Why do I need a personal question & answer combination?

Your personal question & answer combination offers additional protection to your personal data. Furthermore, you will be asked your personal security question & answer if you forget your password or your username. Furthermore, we reserve the right to request your personal question & answer combination whenever you request a payment from your account.

6. How can I change my password?

You can change your password at any time on My account - Settings - Change password. Always keep your password secret. We are not liable for any misuse of your account due to your negligent handling of your password.

We advise you not to use passwords, which are easy to guess. Letters combined with numbers are always advisable. Passwords like „123456“ are extremely easy to guess and are not secure passwords.

7. Can I change my personal question and answer combination?

You cannot do this on your own. We have to assist you, please contact our support at [email protected] by submitting your name, first name, date of birth, address and your e-mail address.

8. Can I change my user ID (username)?

No, unfortunately this is not possible. User IDs are unique and allocated by us only once.