Frequently Asked Questions

My Account

1. I forgot my password. How can I reset it?
   Click “Login” on the top right corner of the homepage, then select “Forgot your password?”. Enter your registered email address and click “Reset Password.” You’ll receive an email with a reset link within a few minutes.
2. How do I register?
   Click on the “Sign Up” button, fill in your details, and welcome to BetRise! Once you make a deposit, you can start playing.
3. I can’t create an account. What should I do?
   Multiple accounts are not allowed. If you already have one, please contact our live support or email us at [email protected].
4. I didn’t receive the activation email.
   Check your spam/junk folders. If the email is not there, please contact customer support.
5. Can I create an account on behalf of someone else?
   No. As per our Terms and Conditions, accounts are for personal use only.
6. I forgot my username.
   Contact our live support or email [email protected].
7. I forgot the email I registered with.
   Contact our live support or email [email protected].
8. Can I update my personal information?
   Yes, certain personal details can be updated by contacting customer support.

Document Submission & Verification

1. Do I need to submit documents?
   Yes. If requested as part of our KYC process, you must provide documents through the “My Account > My Documents” section.
2. What documents might be required?
   • ID copy (front and back, no information hidden)
   • Bank card copy (only show your name and last 4 digits)
   • Credit card statement (showing name, card number and billing info)
   • Proof of address (utility bill, bank statement, or residence certificate)
3. Document requirements:
   • Color copies only
   • Full document must be visible
   • Must be in JPEG, PNG, or PDF formats
   • Must be clear and readable
4. When will my documents be reviewed?
   Within 24 hours of uploading.

Deposits

1. What are the deposit methods and limits?
   A list of available deposit methods and their limits will be shown in the relevant table once confirmed.
2. Are there any fees for card deposits?
   BetRise does not charge any fees. However, your bank may apply additional charges (e.g. international transaction fees).
3. When will my deposit be processed?
   Most deposits are processed instantly, but in some cases may take up to 30 minutes.
4. What is the CVV/CVC2 code?
   The 3-digit security code on the back of your card required for deposit.
5. What is 3D Secure?
   A security feature developed by Visa and Mastercard requiring a one-time password sent to your mobile phone for verification.
6. Can I deposit with someone else’s card?
   No. Deposits must be made using cards registered in your name.
7. Can I deposit without a card?
   Yes. Alternative deposit methods are available under the “Deposit” section.
8. I made a duplicate deposit by mistake. Can I cancel it?
   Approved deposits cannot be cancelled. However, you can meet the wagering requirement and then request a withdrawal.

Withdrawals

1. What withdrawal methods and limits are available?
   The list of withdrawal methods and their limits will be added once confirmed.
2. When will I receive my withdrawal?
   Processing times vary by method. A table will be provided when the options are finalised.
3. Why was my withdrawal request rejected?
   Common reasons include incomplete verification, issues with the payment method, or exceeding withdrawal limits.
4. Are there any withdrawal fees?
   No. All available withdrawal methods are free of charge.
5. Can I withdraw to someone else’s account?
   No. Withdrawals must be made to an account registered in your name.
6. How do I cancel a withdrawal request?
   If it hasn’t been approved yet, you can cancel it via the "Pending Withdrawals" section in your account.

Bets & Games

1. How do I place a bet?
   Log into your BetRise account, go to the “Sports” section, select a match or league, enter your stake, and click “Place Bet.”
2. What is Asian Handicap?
   A type of betting that evens the playing field by giving one team a goal advantage. Options include full, half, and quarter handicaps.
3. What is a System Bet?
   A combination bet that allows partial wins even if one or more selections lose.
4. Can I cancel my bet?
   No. Bets cannot be cancelled once confirmed, but “Cash Out” may be available.
5. When will my bets be settled?
   Usually within 15 minutes after a match ends. Live bets may take longer depending on the event (e.g. VAR reviews).
6. What is Cash Out?
   An option to settle your bet early, either to secure a profit or cut losses.
7. How many matches can I include in one bet slip?
   Up to 14 different selections.
8. Why can’t I access the live stream?
   You must be logged in and have a minimum balance of $/€5. Some events may be geo-restricted due to broadcast rights.

Casino & Live Casino

1. Can I try games without depositing?
   Yes, you can play slot games in demo mode without registering or logging in.
2. How do I learn the game rules?
   Click the "?" icon inside each game to view detailed rules and instructions.
3. What is a Freespin?
   A free spin on eligible slot games, credited to your account and usable once activated.
4. What if I experience a technical issue during a game?
   Contact customer support with details such as game name, time, stake, and a screenshot if possible.
5. What happens if I lose connection while playing?
   Most games resume from where you left off. Winnings are still processed in the background and credited to your account.
6. How can I view my game history?
   Use the clock or "Game History" icon in the game interface.
7. How do I set a nickname for Live Casino?
   You’ll be prompted to choose one on your first entry. Some games may automatically use your account name.