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Account

I cannot log in. How can I change my password?

On the login page, select the option “Forgot your password?” and follow the instructions provided. After successfully changing your password, you will receive a confirmation email.

How can I change my email?

You can update your email address in the Account > Profile section. If the address has already been verified, please contact Customer Support.

How can I change my phone number?

Changing your phone number is possible in the Account > Profile section. If the number has already been verified, please contact Customer Support.

How can I change the country on my account?

For security reasons, changing the country assigned to an account is not possible. If you move to another country, please contact Customer Support.

Why has my account been suspended?

An account may be suspended due to security procedures, duplicate accounts (for example, when another account uses your device, IP address, or browser), or violations of the rules. To obtain detailed information, please contact Customer Support.

How can I close my account?

You can enable “self-exclusion” at any time by going to Profile and selecting the “Self-exclusion” section. To permanently close your account, please contact Customer Support via Live Chat or email: [email protected].

Can you remove all my data from your website?

In accordance with applicable regulations, we are required to retain your data for 5 years from the end of using our services. Details can be found in the Privacy Policy.

Why am I charged a fee every month?

If you do not log in to your account for 12 consecutive months, it will become inactive. In this case, we may charge a fee of $10 AUD at the beginning of each month (or withdraw the entire balance if it is lower).

How can I manage the balance on my account (for example bonus funds, real funds) and where can I find my transaction history?

1. Logging in:
   Go to the casino website and log in to your account.
2. Locate Account Management:
   Go to the “My account” section, usually available via the profile icon or menu.
3. Find Transaction History
   In the “My account” section, look for options such as “History”, “Transactions”, or “Account history”.
4. View transactions:
   Click the selected tab to review the history. It may include, among others:
   • Deposits: A list of all deposits made to the account.
   • Withdrawals: A list of all requested withdrawals.
   • Game history: A record of bets, spins, and other game-related activities.
   • Other: This section may include other types of operations.
5. Filter and sort:
   You can filter the history by date, transaction type, or other parameters to quickly find the information you need.

How can I subscribe to web push notifications?

After entering our website, accept notifications in your browser when the relevant message appears. If you closed it, you can re-enable notifications in your browser settings, in the “Notifications” section, by allowing them for our website.

How can I contact Customer Support?

You can contact Customer Support via the email address provided on the website or via Live Chat. We are also present on social media.

Bonus

Where can I check my bonuses/free spins?

Click the icon with three lines in the top left corner, and the “Bonus Center” will appear in the side menu.

How can I activate my bonus?

Go to the Bonus Center, select the bonus you are interested in, and click “Activate”.

Which games can I play with a bonus?

Unless stated otherwise, all bonuses are subject to “standard wagering requirements”, which means you can play Slots. Please note that available games may depend on a specific offer, so we recommend reviewing the Bonus Policy by clicking here to avoid any confusion.

What is the difference between real funds and bonus funds?

Real funds are the money you deposit yourself, while bonus funds are subject to wagering requirements before they can be withdrawn.

If you have real funds available, the bonus will not be wagered, and any winnings will be credited as real funds.

Bonus wagering begins when you start playing with the bonus balance, that is after the entire real balance has been used.

What is wagering and how can I wager a bonus?

This is a requirement that defines the total amount you must bet in order to withdraw winnings obtained from a bonus. It is usually expressed as a multiplier along with a time limit for completion – if you do not meet it within the specified time, you will lose the bonus funds.

How can I convert bonus funds into real funds?

To convert bonus funds into real money, you must complete the required wagering. The rules are as follows:

• You must place bets with a total value that is a multiple of the awarded bonus.
• The outcome of the bet (win or loss) does not matter – only the stake counts.
• Real funds are used first, and bonus funds are used afterwards.
• After meeting the wagering requirements, winnings from the bonus will be available for withdrawal.
• If you cancel a bonus before completing the wagering, you will lose both the bonus and all related winnings.
• Different games contribute differently to wagering: Slots – 100%, Bonus buy games – 50%, Live games – 10%, Instant win – 5%.
• You can check your wagering progress at any time in the Bonus Center.

How can I remove a bonus?

Go to the Bonus Center and select “Cancel”. If you cancel a bonus after you have started playing with it, both the bonus and any related winnings will be lost and cannot be restored.

How can I receive a bonus code?

Bonus codes are provided by affiliate partners before registration. Later, all promotional codes will be sent to your verified email address, unless you have opted out of receiving notifications.

Can I restore a bonus that has expired?

If a bonus was not used and expired within the last seven days, please contact Customer Support – they may be able to assist.

How can I receive Cashback?

The Cashback amount depends on the total value of your deposits from the previous week and is based on actual losses from that period. If the total deposits are lower than the losses, Cashback will be calculated based on the deposits.

Cashback will be credited after it is calculated. It takes into account losses (or their equivalent) from the previous week – from Monday 0:00 (UTC) to Sunday 11:59 (UTC), and applies only to slot games.

Deposit

How can I make a deposit?

Visit the “Deposit” page to see the full list of payment methods available in your region.

The minimum deposit is usually $20 AUD (or the equivalent in your currency), although the amount may depend on the selected payment method.

How can I deposit using crypto?

Go to the “Deposit” tab and select “Cryptocurrencies”. Then follow the instructions to generate a wallet address for sending funds. Make sure the deposit amount is higher than the minimum allowed and that the coins are sent via the correct network. For example – USDT ERC20 must be sent only to a USDT ERC20 address.

How long does it take to make a deposit?

Bank transfers are usually completed within 24 business hours, however depending on your bank’s processing time, they may take up to 5 business days.

Electronic transfers are usually processed within 24 hours, but in rare cases they may take up to 2 business days.

If a deposit takes longer than expected, please contact Customer Support for assistance.

How does the Bonus Code section work in the “Deposit” tab?

Enter the code in the appropriate field on the deposit screen before confirming the payment. You can also click the “(i)” icon to get additional information about the bonus. If you do not want to use any bonus, select the option “I do not want any”.

Why can’t I make a deposit?

Check the displayed error message – it contains detailed information about the issue. The most common reasons are insufficient balance, Responsible Gaming limits reached, too many failed attempts in a row (requiring a break before another attempt), or incomplete 3DS authorization.

If you still do not know what is causing the problem, take a screenshot of the message and contact Customer Support.

Why can’t I make a payment with my bank card?

The card may be blocked for gambling transactions, may have expired, or may not be supported. Try using a different card or choose an alternative payment method.

If you are still unable to make a payment, please contact Customer Support.

How can I add another payment method?

We are constantly expanding the available payment options. Send your suggestions by email to: [email protected].

The maximum number of cards has been used. What should I do?

This issue most often occurs when using multiple virtual cards. Please contact Customer Support, provide a brief explanation, and indicate which cards you no longer use.

Can I set limits on my account?

Yes. We provide an environment that enables safe play. You can set deposit limits in the cashier personal settings section. Other limits are also available, such as temporary restrictions on account usage. You can find them in the “Gambling limits” tab. Detailed information is available on the Responsible Gaming page.

How can I find out if payment processing fees are charged?

If fees are charged, they will be clearly displayed during the deposit process. If your bank’s currency differs from the casino account currency, the bank may charge additional fees.

Verification

Do I need to verify my account? How can I submit proof of identity?

If required, you will be asked to provide the appropriate documents. This is a requirement under applicable regulations.

Go to the verification section in your profile and upload a valid identity document (for example a passport or driver’s license). Make sure your device has access to a camera.

Why do I need to verify my age again?

For security reasons, we may request re-verification if you use a new payment method or make certain changes to your account. This is part of our obligation to comply with legal regulations.

How long will it take to check my documents?

Verification may take up to 24 hours. Make sure you have submitted all required documents. If the process takes longer, please contact Customer Support.

What is a deposit confirmation? How is it different from a bank statement?

A deposit confirmation is a single transaction made from your bank account to the casino account. It can be provided as a screenshot or a PDF file. You can find it in the transaction history of your banking app or e-wallet – depending on the payment method.

A bank statement contains information such as your full name, account number, and several recent transactions. This allows us to verify that you are the account holder and that withdrawals will be secure. Bank statements are usually downloaded in PDF format from online banking.

Why am I having problems verifying my identity document?

Check the file format or size and try again, preferably using a different browser or device. If the problem persists, please contact Customer Support.

Why were my documents rejected?

Please make sure that:

• The photos are clear and not blurry;
• The documents are valid and not expired;
• The details on the documents match the information in your casino profile;
• Bank statements or address verification documents were issued within the last three months.

How secure is my personal data?

BetOnRed places the highest importance on protecting your personal and financial data. We use industry-standard security measures. The connection to our website is encrypted and authenticated using TLS 1.2 (a strong protocol), ECDHE_RSA with X25519 (strong key exchange), and AES_128_GCM (a strong cipher), ensuring full security for all transactions – both deposits and withdrawals. This technology protects your data from being intercepted by third parties during transmission between you and BetOnRed.

Reviews

Where can I find reviews about your casino?

You can check reviews about our casino here

Withdrawal

How can I withdraw my funds?

Go to the Withdrawal section, choose a payment method, enter the amount, and confirm the transaction.

What is the minimum withdrawal amount?

The minimum amount depends on the selected method, but in most cases it is $50 AUD (or the equivalent in your currency).

How long will it take to receive my withdrawal?

Most withdrawals are processed within 24 business hours from the moment of approval. Any delays may be caused by additional verification, a high number of requests on the payment provider side, or technical issues related to your bank.

How can I check the details and status of a withdrawal?

You can find the withdrawal status in your profile under the Transaction history tab. If a withdrawal remains in the “pending” status longer than expected, please contact Customer Support.

Why can’t I make a withdrawal?

Check whether your account has been fully verified (if the Payments Department requested documents), whether bonuses have been wagered or cancelled, and whether you are using an allowed payment method.

How will I know if payment processing fees are charged?

If any fees apply, they will be clearly presented when submitting the withdrawal request.

Activity Center

Where can I find the Mini-games section?

Open the menu in the top right corner and select “Activities”, where you will find mini-games.

How can I use Coins?

You can exchange Coins for Bonuses and Wheels in your Activity Center.

How can I participate in lotteries?

Lotteries take place weekly and every player can participate. In the “Deposit” tab, you will see how many tickets you receive depending on the selected deposit amount. One ticket usually costs $10 AUD.

The number of tickets per player is not limited. After the lottery ends, prizes are usually awarded within 1-2 business days.

How can I participate in tournaments?

To join a tournament, first review the Tournament Rules in the Activity Center – Tournaments tab. Then select the tournament you are interested in and check the participation conditions. Most often, participation is confirmed by clicking the “Join” button.

A Wheel spin was not credited after a deposit.

Check whether your deposit meets all promotion conditions. Wheel spins may appear with a few minutes delay – it is also worth refreshing the page. If you still do not see them, please contact Customer Support.

Games

How can I find a game in the app?

You can search for selected games using the Search button located at the top of the page.

Can I test a game without making a deposit?

Yes, most slots can be tried in demo mode. Select any game you want to test and then click “Play demo”.

Where can I find information about game rules, demo versions, and available features (for example the Mini-games section)?

Details about played games, including results and placed bets, can be found in the “Casino history” section of your profile. To access features such as mini-games, go to the Activity Center from the main menu. There you will find, among others, Wheels (Wheel of Fortune) and Missions, which present available features and ways to earn Coins. Information about game rules or the demo version can be found by opening a specific game and clicking the help or information icon. To see mini-games and shop features, visit the Activity Center – Shop.

Why is this game not working?

Most often, this means that the game provider is performing technical maintenance. Other possible reasons include Responsible Gaming limits, account suspension, or regional restrictions imposed by the provider. Try again after a few hours. If the issue persists, please contact Customer Support.

An error occurred during the game. Why?

Refresh the page and clear your browser cache. Also check the stability of your internet connection. If the problem continues, contact Customer Support and attach a screenshot or the error message.

What should I do if errors occur during gameplay and can I stop a game in progress?

You can press the Stop button at any time. If the game freezes during betting, we recommend closing the software via the Task Manager (or Activity Monitor on Mac). Press CTRL+ALT+DEL, select “Open Task Manager”, and after restarting and logging back in, the game will be resumed.

Which game providers are available in your casino?

We offer titles from providers such as Amaya, NextGen, NetEnt, WMS, Evolution, and many others, so everyone can find something they like.

Sports betting

How can I place sports bets?

Select the sport and match you are interested in, then click the odds to add them to the bet slip. Enter the stake and confirm by clicking “Place bet”.

How can I use a free bet?

If you have received a free sports bet, you can use it in the following way:

• The free bet is active for 5 days from the moment it is granted – use it before it expires.
• You can place bets on any sports events using the free bet.
• Place a bet with a minimum of 2 selections.
• The combined odds must be at least 3.00.
• While placing the bet, click the gift icon next to the “Place bet” button to activate the free bet.

If your accumulator bet wins, the winnings (excluding the free bet value) will be credited to your account as real funds.

Where can I find football matches to bet on?

Go to the Sports Betting section and select the “Football” category. You can filter the list by league or a specific match.

Why can’t I place a bet on football?

The match may be suspended, unavailable in your region, or your bonus may not include this type of bet. Check the promotion terms or contact Customer Support.

Why was my bet cancelled?

Possible reasons include event cancellation, incorrect odds, or technical issues. You will receive information about the reason for the cancellation.

How can I find and place bets on different sports, including e-sports, and take part in competitions?

Go to the “Sport” tab and select the discipline and event you are interested in. You will gain access to a wide range of markets and betting types. To take part in competitions, visit the “Promotions” page, choose the appropriate challenge, review the rules, and start competing.