EN

FAQ

ACCOUNT

What Information Is Required for opening a Winners.bet Account?

In order to register an Account you are required to provide your full name, address, date of birth, email address and telephone number. If your identity cannot be validated, you will be required to submit additional information or documentation.

How do I edit my personal details?

This can be done easily by accessing the “Edit Profile” section found in your account settings.

Can I stop receiving marketing and promotional content?

Each mail will have an unsubscribe option. This can also be achieved by contacting our support here.

Why am I not receiving any Winners.bet emails containing promotional content?

An option not to receive any promotional content might have been ticked upon registering. Should you wish to start receiving such material please contacting our support here.

Is it possible to open a secondary account?

Players are only permitted to have one Winners.bet account.

I have lost my password and am unable to login. What can be done?

Do not worry, you can follow the password recovery procedure by pressing on “Forgot your Password”.

Why am I unable to log in?

Please make sure you are correctly inputting your credentials. If the issue persists, please contact our support here. On the other hand, if the credentials are incorrect, the account will be locked for security reasons, after 5 attempts.

Can I Change My Username?

Generally, we do not change usernames, though we treat each request individually. Let us know the specific details of your request and we will get back to you promptly.

Why do I need to verify my account and provide documentation?

Winners.bet is certified and regulated by the Malta Gaming Authority. As a result, we are license bound to validate your identity. This is done to help prevent fraudulent activity. Rest assured your documents are held on an encrypted secure server.

How do I verify my account?

You can verify your account by uploading the necessary documentation in “Edit profile” page.

Which documentation is needed to verify my identity?

Passport / Identity Card
Utility Bill

Kindly ensure that the images are clear and all 4 corners of the document are visible. Please don't cover any part of the image and make certain that they are not past their expiry date.

How long does the verification process take?

Usually it takes between 2-3 days. If for some reason it takes longer please feel free to contact our Player support team and we will gladly follow up on that.

What Should I Do If My Account Has Been Misallocated, Compromised Or Otherwise Mishandled?

If you believe your account has been misallocated, compromised or mishandled please contact or our Player Support team at help@winners.bet or chat with our Player support representative here for assistance. Please, provide all pertinent information related to your claim and a dedicated member of our Player Support team will address your support ticket within 24 hours. If your support ticket cannot be resolved to your satisfaction by a Player Support representative, you may request escalation of the ticket to a Player Support Team Lead.

Does Winners.bet Prevent Commingling Funds Between Consumer Accounts And Company Operating Expenses?

Winners.bet keeps all player funds in a segregated player account which is never commingled with our operating business expenses, or any other accounts.

BANKING

Deposits

How do I make a deposit?

One way this can be done is by clicking on the wallet icon and selecting “Add funds”. Otherwise, this can be done by clicking the Deposit button found in the Transactions section in your account settings.

What is the minimum amount I can deposit?

The minimum amount you can deposit is €10.

Am I able to use someone else's card to deposit?

No, it is not permitted to use deposit methods that do not belong to you. This includes company cards. Such activity might lead to restrictions on your account.

Which payment methods does Winners.bet support?

Winners.bet accepts all major credit/debit cards including Visa, MasterCard, Discover and American Express. A full list of options can be seen by clicking the Deposit button found in the Transactions section in your account settings.
*You may only deposit funds into your Winners.bet account with a payment method registered in your name.*

How Can I Increase My Deposit Limit?

We require all users who wish to have their deposit limit increased to upload the following documents in “Edit Profile” section:

Photocopy of license or any other state issued id

An image of a utility bill in your name within the past 60 days

We then request that you email help@winners.bet with your username indicating you have uploaded the requested documents. Some states require specific income requirements and additional documentation to increase your limit. If additional information is needed, a member of the Support Team will provide details of these requirements in their response.

Important: Please do not send images of your credit card.

Withdrawals

How do I make a withdrawal?

This can be done by clicking the Withdraw button found in the Transactions section in your account settings.

What is the minimum amount I can withdraw?

The minimum amount you can withdraw is €10.

Why am I unable to withdraw?

There can be a few reasons of why that is happening. Please ensure that you are trying to withdraw more than €10. Secondly, make sure you completed all verification processes needed. If you completed the above and still unable to withdraw please contacting our support here.

How long will the withdrawal take to reach me?

Once your account is verified, it can take up to 5 working days for your winnings to reach you. This timeframe may vary according to your chosen withdrawal method.

Why have I not received my winnings in full?

This may be due to certain exchange rate fees charged by your bank. If you're going to withdraw to your bank account, we recommend checking if they charge any fees before requesting the withdrawal.

Am I able to cancel my withdrawal?

Unless the withdrawal has been processed, there is a possibility of cancelling your withdrawal request and the money will go back to your balance. This can be done by accessing the Transactions tab found in your Account Settings.

How Are Refunds Or Withdrawals Handled For Closed Accounts?

If any consumer chooses to close his or her Winners.bet account, we will refund all funds in the account before the close of business on the next full business day. If an account is closed prior to bet settlement any and all winnings will be distributed to the consumer within five business days after the bet is settled.

Promo/Bonus

Coming Soon.

Support

Due to the nature of how our products work, there are a number of factors that may cause you to experience technical issues when accessing/navigating areas of the site or with the site’s general functionality.
Should this occur, we have a dedicated Player Support team who will be happy to troubleshoot any issues with you. Please contact us here if you require assistance.
Otherwise we have a floating support icon which should be visible on every page.

Responsible Gaming

How do I restrict my deposit limit?

This can be done by clicking the visiting the Responsible Gaming tab found in the in your account settings.

How do I restrict my gaming session limit?

This can be done by clicking the visiting the Responsible Gaming tab found in the in your account settings.

I would like to self-exclude myself from further betting activity. How is this possible?

We respect your brave decision. Please send an email to our support requesting self-exclusion. Our support will ask for a reason (so we can gather feedback and improve our services) and require your confirmation. Your account will be now closed.

Are there any sites that can help me manage my gambling addiction?

Yes, online help is available. You can either reach out to our support team here for direction, or visit any of these sites:
https://www.gamblingtherapy.org/
http://www.begambleaware.org/

Is it possible to re-open my account?

In any instance of you wanting to re-open your account, you'll need to contact our Player Support team.

Can I Permanently Close My Account At Any Time For Any Reason?

Yes, should you decide to close your account at any time for any reason, please contact help@winners.bet We’ll be able to assist you in closing your account over email or through our dedicated Player Support team here.

Betting Rules

All of the betting rules can be accessed here.

Web Navigation

How do I find the tournaments?

The left hand side of our site will portray specific games or an ‘All’ scheme. Depending on your preferred experience please select one game or the ‘All’ to proceed to the next menu. By clicking on a game, let’s say ‘CS:GO’, you will get a list of tournaments for that game.

How do I find the matches?

Once you populate the list of tournaments and click on your selection, the matches will populate in the central part of your screen. The ‘Winner’ market will be available on this view, but clicking on the match will open more markets on the right side.

How do I place a bet?

Whenever you are navigating a match page, you just need to click on your selection. The betslip will automatically be populated on the right hand side and will require you to enter your stake and click to place the bet.

How do I see my bets?

This is done by either clicking on “Pending”/”History” tab next to the Betslip or for further in-depth details visit the “Bet History” tab which is found in your account settings.

How do I return the home screen?

Clicking on the Winners.bet logo at the top left will take you to the home screen

General

Is Playing On Winners.bet Legal?

Playing on our site is legal in most countries. However, there might be some countries that impose activity. You are responsible to comply with your country’s jurisdictions. If you are uncertain, or have any other questions, please contact our support here.

What is Winners.bet?

Winners.bet is a safe sports gaming platform, run by Esports enthusiasts. Winners.bet complies with all regulations from the Malta Gaming Authority and all the standards required.

How is My Information Protected?

All of Winners.bet confidential information is safeguarded by SSL (Secure Socket Layer), as represented by the padlock visible on your browser’s address tab. This ensures the security of any and all private information provided by the website. We encrypt all our private player information, available to our staff only when pertinent.

Can I chat live with a representative?

Yes, we’d love to chat. It’s a quick, simple way to reach out to our Player Support Team. Just click the Live Chat icon under the search bar or the link below. Once you fill out your basic info, a real-life Player Support Representative will be right with you to answer any questions.

To start a chat, click here.

Why am I seeing a Restricted Location message?

To bet on Winners.bet, you have to be physically located in a jurisdiction, where betting activity is allowed. This is based on your physical location and not your residence.
You can find more information on our terms & conditions here.

I’m in a different state, but still getting an error message. Help?

If you’re in a jurisdiction where Winners.bet permits play and you're still getting a “Restricted Location” message, here are a few troubleshooting tips:
Turn your device off and back on.
Clear the cache on your device (http://www.refreshyourcache.com/en/home/)
Reset the location settings on your device
Reset your wifi connection (if applicable)
Try a different device (if possible)

Winners.bet is operated by Winners Malta Operations Limited (Company Registration № C 87457, Malta), having its registered address at Level 3 (Suite no, 2079), Tower Business Centre Tower Street, Swatar, Birkirkara, BKR 4013, Malta and regulated by the Malta Gaming Authority, having its B2C license reference (MGA/B2C/618/2018).