My Account - Frequently Asked Questions

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

To enable this feature, select Keep me logged in on the Log In pop-up and then enter your username and password.

To disable this feature, select Log Out and the next time you access your account you will be prompted to enter your username and password.

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.

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, open the App and 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.

The quickest way to verify your documents is to upload these via the Know Your Customer section of the website. We will aim to review your documents within 48 hours. Due to high volumes, any sent 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 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. Please remember to include your username and four-digit security number and ensure that your document is not blurred or unclear.

For a reminder of your username, or to reset a forgotten password, use our Lost Login facility.

If you are unable to remember your four-digit security number, please Contact Us for further assistance.

Please be aware that your password is case sensitive and that 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.

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

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. In order to achieve this we may request identification from our customers.

We call this process Know Your Customer (KYC). Visit our dedicated Know Your Customer (KYC) page which provides an explanation of our KYC requirements and guides you smoothly through the verification process.

Verification must be completed prior to being able to make a withdrawal.

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. You can view our Complaints Procedure here.

When logged in, visit the Members area and follow the instructions on the Password page.

You can view account transactions including your bet history, deposits and withdrawals when logged into your account.

You can select the History type you wish to view over a specified time period. To view further bet information, select Bet Details.

Your personal details can be accessed and amended via the Members area. Note that some details like the cardholder's name and the name that you used to register your account cannot be altered for security reasons. You should Contact Us immediately if these details require corrections.

Our simple one-wallet system means that you can use the same login details and payment method(s) to play on Casino, Poker, Games, Vegas or Bingo. If you already have an account, choose a product from the top of the page and log in. If you do not have an account, select Join Now to register your details.

Your bet365 account must be in your own name, all activity on your account must be made by you and you must take full responsibility for this. Accounts must never be made in someone else's name and we ensure that we are speaking 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. Therefore, we recommend that you add bet365 to your Safe Sender list, or Contacts.

These are the email addresses we send from:

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

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.

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. They are always available to talk to you about any concerns you may have and can provide advice about our range of options to assist in managing gambling activity.

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 page for further information including contact details of third party organisations who offer independent, confidential and free advice.

The Independent Betting Adjudication Service (IBAS) is an independent third party offering adjudication for customers who have an unresolved dispute with an operator. Prior to adjudication, IBAS requires that the customer has fully exhausted the operator's internal Complaints Procedure.

Please Contact Us for assistance in resetting your four-digit security number.

Upon contacting us, you will be asked to confirm some of your account and personal details in order to verify your identity and allow us to set a new security number on your account.

You will be required to confirm the following details:

- 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 number).
- A four-digit security number that you would like registering to your account.

For security reasons bet365 account sessions 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 via your account Preferences.

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.  As such, we may be required to complete enhanced verification following our Know Your Customer (KYC) process.

We will contact you should this be necessary and will let you know what information or documentation we require.

bet365’s Regulatory Requirements

In order to comply with our regulatory requirements, it is important that we take steps to help ensure that gambling is fair and open, not linked to crime and does not lead to harm.

This means that at times we need to ask you for your assistance to be able to confirm your identity and show that you have sufficient funds to support your gambling activity. Where such information is required, your bet365 account may be subject to certain restrictions until the checks have been satisfied.

Information to Verify Your Identity

In order to verify your identity we may ask you to provide a copy of photographic ID such as a copy of your passport, ID card, driving licence or a document confirming your residential address such as a utility bill. 

All copies of personal identification must contain photographic ID and should clearly display your full name, date of birth and have a valid document expiry date.  Please note, if your identity document has an expiry date on the back this will also need to be included.

Information to Verify Your Funds

In order to verify information regarding the funds you use to bet with, we may ask you to provide documentation that shows you have sufficient funds to support your gambling activity such as a copy of your bank statement.

Submitting Documents

You submit a scanned copy or take a photograph of your document using your smartphone or camera and email this to us at documents@bet365.com for review. Please remember to include your username and four-digit security number and ensure that your document is not blurred or unclear. 

bet365’s Information Policy

We will process any personal information provided to us or otherwise held by us relating to you in the manner set out in our Privacy Policy.

The Privacy Policy describes the way in which bet365 deal with the information and data you provide to us to enable us to manage your relationship with bet365.