My Account - Frequently Asked Questions

If you have submitted your documents using the upload facility in the Know Your Customer section of the website, we will aim to review your documents within 48 hours. Once the review is complete we will notify you by email.

However please be aware that due to high volumes, any documents sent in by email can take up to 72 hours for us to review. Once the review is complete we will notify you by email.

If you have already submitted your documents via email, you can speed up the verification of your account by also uploading them via the Know Your Customer section of the website.

When logged in, the Know Your Customer section can be accessed via the Services drop down menu in the top right corner > Members > My Account > Know Your Customer, alternatively, if logged in on a computer, it can be accessed here.

Keep me logged in allows you to access your bet365 account without having to enter your username and password each time you open bet365 on your mobile or tablet.

To enable this feature on your mobile or tablet, simply select Keep me logged in on the log in pop-up and then enter your username and password.

Should you wish to disable Keep me logged in, simply select Log Out and the next time you access your account you will be prompted to enter your username and password.

The quickest way to verify your documents is to upload these via the Know Your Customer section of the website. Once submitted, we will aim to review your documents within 48 hours.

When logged in, the Know Your Customer section can be accessed via the Services drop down menu in the top right corner > Members > My Account > Know Your Customer, alternatively if logged in on a computer, it can be accessed here.

If you cannot use the upload facility, you can take a photograph of your document using your smartphone or camera and email this to us at documents@bet365.com. However be aware that due to high volumes, any documents sent in by email can take up to 72 hours for us to review.

Before submitting, and to avoid any delay, please remember to include your username and four-digit security number and ensure that your document is not blurred or unclear.

Once the review is complete we will notify you by email.

Touch ID allows you to log into the bet365 App quickly and securely using your fingerprint. This feature is available on compatible Apple iOS devices. For full technical requirements please click here or visit the Technical Issues section.

In order to use Touch ID, it must be enabled within your device settings. This can be done by selecting Settings, Touch ID & Passcode and following the onscreen instructions to scan and save your fingerprint.

Following this, log into the bet365 App as normal and you will be presented with the Log in faster using Touch ID pop-up. Simply tap Use Touch ID on this pop-up to enable it for future log ins.

When Touch ID is enabled, press the Home button and where your fingerprint is a match you will be logged into your account.

If you decide that you no longer want to use Touch ID login, you can turn it off via the Services drop-down in the top right of the bet365 App.

bet365 is the world’s largest online gambling company. The group employs over 3,000 people and has over 22 million customers worldwide.

bet365 a name you can trust 
bet365 is licensed and regulated by the British Gambling Commission.

bet365's one-wallet system 
As well as Sports, we also have first-class Casino, Poker, Games, Vegas and Bingo rooms on the Internet. Here at bet365, we operate a simple one-wallet system, meaning you have the same username, password and payment method to play at all of the above with the minimum of fuss.

For further information on bet365 please visit the About Us section, accessed via the link at the bottom of this page, or alternatively it can be found here.

If you have forgotten your login details, you can use our Lost Login facility, available on web, mobile and tablet.

Web

To access the Lost Login facility via the web, please select Lost Login? in the top right corner of our website.

Mobile and Tablet

To access the Lost Login facility via mobile or tablet, please select Log In from the top right hand corner of the website or app. You can then select Lost Login? at the bottom left hand corner of this pop-up.

By entering the email address registered to your account, your four-digit security number and your date of birth you will be able to create a new password for your account or recover your username.

The four-digit security number is a number that you selected when you opened your bet365 account. We ask you to provide this before any action is taken on your account to ensure we are corresponding with the account holder.

If you are unable to remember your four-digit security number, please Contact Us and provide the following information:

- Your username
- Your full name
- Your date of birth
- The first line of your address and your postcode
- Your email address or telephone registered to your account
- The date and amount of your most recent deposit or withdrawal into your account, or the last four-digits of the payment type you have registered on your account (e.g. Credit Card, Neteller account number etc.).
- A four-digit security number that you would like registering to your account.

If you have any difficulty using Lost Login, please Contact Us at Customer Services.

If you are unable to log into your account, this may be because your log in details are incorrect. Please be aware that your password is case sensitive and your account will become locked after three consecutive failed login attempts.

If you have accidentally locked your account you can use the Lost Login facility to regain access, available on web, mobile and tablet.

Web

To access the Lost Login facility via the web, please select Lost Login? in the top right corner of our website.

Mobile and Tablet

To access the Lost Login facility via mobile or tablet, please select Log In from the top right hand corner of the website or app. You can then select Lost Login? at the bottom left hand corner of this pop-up.

By entering the email address registered to your account, your four-digit security number and your date of birth you will be able to create a new password for your account or recover your username.

If you are receiving an error message ACTSTA when attempting to log in, please Contact Us at Customer Services. We ask that you please have your account and personal details to hand upon contact. This will include your four-digit security number.

The four-digit security number is a number that you selected when you opened your bet365 account. We ask you to provide this before any action is taken on your account to ensure we are corresponding with the account holder.
 
If you are unable to remember your four-digit security number, we will ask you to confirm the following:

- Your username
- Your full name
- Your date of birth
- The first line of your address and your postcode
- Your email address or telephone registered to your account
- The date and amount of your most recent deposit or withdrawal into your account, or the last four-digits of the payment type you have registered on your account (e.g. Credit Card, Neteller account number etc.).
- A four-digit security number that you would like registering to your account.

If you have any difficulty with the above, please Contact Us at Customer Services.

All of our Customer Service staff receive awareness training on responsible gambling issues and are available to talk to you about any concerns you may have.

We provide customers with a range of options to help them manage their gambling activity, these include:

Information on Keeping Control

Reality Checks

Self-Assessment

Deposit Limits

Time-Out

Self-Exclusion

Parental Controls

If you wish to learn more or if you are concerned that gambling may have taken over your (or someone else’s) life please refer to our dedicated Responsible Gambling section via the link at the bottom of this page, or alternatively this can be accessed here.

In order to verify your account you will need to complete our Know Your Customer (KYC) process.

KYC is a two-step process and there are a number of quick and easy options available to you to complete this. You can see these in the Know Your Customer section of the website.

When logged in, the Know Your Customer section can be accessed via the Services drop down menu in the top right corner > Members > My Account > Know Your Customer, alternatively if logged in on a computer, it can be accessed here.

It is important that we are able to positively identify our customers to comply with both regulatory requirements and to help ensure the security of accounts. We call this process Know Your Customer (KYC). Until your account is fully verified you will not be able to make a withdrawal.

KYC is a two-step process and there are a number of quick and easy options available to you to complete this. You can see these in the Know Your Customer section of the website.

When logged in, the Know Your Customer section can be accessed via the Services drop down menu in the top right corner > Members > My Account > Know Your Customer, alternatively if logged in on a computer, it can be accessed here.

bet365 treats all complaints and disputes seriously and is fully committed to ensuring that any received are dealt with in a fair, open and timely manner.

Should you wish to raise a complaint, you can do so via telephone, email, Live Chat, web message or post. These details can be found in the Contact Us section.

Your complaint will be reviewed and we will contact you back via your chosen communication method normally within 24 hours.

In the event that you have exhausted our internal complaints procedure your complaint can be raised with the Independent Betting Adjudication Service (IBAS) or via the Online Dispute Resolution (ODR) platform.

You can change your password by logging into your account and going to the Services drop down menu in the top right corner > Members > My Account > Password.

You can view your account transaction details including your bet history, deposits and withdrawals when logged into your account by selecting the Services drop down menu in the top right corner > History.

You can then choose the History type you wish to view using the drop down menu, such as Deposits, Withdrawals, Settled and Unsettled Bets. Select a time period for which to display the transaction history for; you can select Last 24 hours, Last 48 hours or a date range of your choice. The bet details will be displayed in summary format. To view further details select the specific bet from the Bet Details column.

If you need to correct information that you have entered, you can do this by going to the Services drop down menu in the top right corner > Members > My Account > Personal. Some details like the cardholder's name and the name that you used to register cannot be altered for security reasons. If you discover a discrepancy, you should Contact Us immediately to have the error rectified.

Here at bet365, we operate a simple one-wallet system, meaning you have the same username, password and payment method to play at all of our Casino, Poker, Games, Vegas and Bingo rooms with the minimum of fuss.

If you already have an account simply choose the product from the top of our website and log in using your existing username and password. If you do not yet have an account with us, click on Join Now at the top right corner and follow the simple registration procedure.

Should you require further assistance on the matter please Contact Us.

If you are opening a bet365 account it must be in your own name, all activity on your account must be made by the account holder and you must take full responsibility for this. Accounts must never be made in someone else's name and we always ensure that we are in contact with the account holder before discussing an account.

The bet365 site uses Thawte SSL web server certificates to offer secure communications by encrypting all data to and from the site. SSL is used to protect the sensitive information that is sent and received including personal information and credit/debit card details. For reasons of speed of display, SSL pages are shown in pop-up windows. Secure pages can be verified by the presence of the padlock symbol that is displayed in your browser. For Internet Explorer users, you can also right-click the mouse and view the page properties, where you will observe that we use SSL (Secure Sockets Layer). Netscape users can right-click the mouse and select Page Info to view the SSL information. Opera users can right-click the mouse and select Duplicate Window to open the SSL page in a full window and observe the padlock symbol.

From time to time we may need to notify you of important information, such as a change to a payment method, a change to the website, or anything else that could affect your bet365 account. To ensure that we are able to contact you we recommend that you add bet365 to your Safe Sender list, or Contacts.

If you have not unsubscribed from our promotional mailing list, then we may also send you emails about our range of offers and promotions. If you prefer not to receive these emails you can follow the unsubscribe link on any of our promotional emails, or Contact Us to unsubscribe.  Whether or not you choose to receive promotional emails, we advise that you add bet365 to your Safe Sender list to make sure that any important emails get through.

These are the email addresses we send from:

support-eng@customerservice365.com
support-eng@365customerservice.com
support-eng@customerservices365.com

Here is how you can add the above email addresses to your Safe Sender list with some of the most popular email providers.

Yahoo!

1. Log in to your email account.

2. Click on 'Contacts' then click 'New Contact'.

3. Add one of the above email addresses to the Email field and click on 'Save'.

4. Repeat steps 2 and 3 for the other two addresses.


Outlook - includes Hotmail, Windows Live

1. Log in to your email account in a web browser.

2. Click the settings icon, then 'Options', then 'Safe and blocked senders'.

3. Click 'Safe Senders'.

4. Enter our email addresses as displayed above into the box, one at a time, and press 'Add to list' each time.


Gmail

1. Log in to your email account.

2. Click on 'Contacts'.

3. Click on the 'New Contact' button.

4. Add each of the above email address to the Email field and click on 'Add' each time.

All of our Customer Service staff receive awareness training on problem gambling issues and are available to discuss responsible gambling options with you.

Our dedicated Responsible Gambling area contains further information regarding this topic and includes a responsible gambling test, this can be accessed via the Responsible Gambling link at the bottom of this page, alternatively it can be found here.

If you would prefer to discuss this with a third party organisation who offer independent, confidential and free advice, contact details can be found here.

The Independent Betting Adjudication Service (IBAS) is an independent third party that acts as an impartial adjudicator in cases where betting disputes cannot be resolved to the mutual satisfaction of the bookmaker and the customers. They are normally only ever involved when the dispute has been through and reached the end of the internal complaints procedure. bet365 is a registered IBAS bookmaker.

All bookmakers registered with the service have declared an intention to abide by an IBAS ruling. To contact IBAS and for more details of what they cover, visit their website www.ibas-uk.com.

The four-digit security number is a number that you selected when you opened your bet365 account. We ask you to provide this before any action is taken on your account to ensure we are corresponding with the account holder.
 
If you are unable to remember your four-digit security number, we will ask you to confirm the following:
- Your username 
- Your full name
- Your date of birth
- The first line of your address and your postcode
- Your email address or telephone number registered to your account
- The date and amount of your most recent deposit or withdrawal into your account, or the last four-digits of the payment type you have registered on your account (e.g. Credit card, Neteller account number etc).
- A four-digit security number that you would like registering to your account.

For security reasons bet365 account sessions will automatically end after a set period of inactivity. All accounts have a default inactivity time of three hours before being automatically logged out. Should you wish to change the default inactivity period you can do so in the Preferences section of the website.

When logged in, the Preferences section can be accessed via the Services drop down menu in the top right corner > Members > My Account > Preferences, alternatively if logged in on a computer this section can be accessed here.