Frequently asked questions

Login

I’ve forgotten my password

If you have forgotten your password, simply follow these steps:

1.    Click “Forgot your password” at the top of the home page.
2.    Enter your email address that you created the account with along with your date of birth.
3.    Enter the code displayed.
4.    You will receive an email shortly.
5.    Click change password.
6.    Enter new password.
7.    Confirm new password.
8.    Click on save.

I’ve forgotten my username

If you have forgotten your username kindly send an email to our support team at help@redzonesports.bet using the email address you used to register your RedZoneSports account along with confirming your Full Name, Date of Birth and Postcode.

I can’t login

If you are unable to log in, firstly check that you are entering your username and password correctly. Remember that the password is case sensitive.

Registration

How do I choose a Username and Password?

Your username needs to be between six (6) and twenty (20) characters and cannot be in use already. The password needs to consist of at least eight (8) characters and must include upper and lower case letter(s) and one special character.

Can I have more than one RedZoneSports account?

No. Customers are not allowed to hold more than one account with RedZoneSports. If you are unsure if you had an account previously then please contact us and we can check for you. Please do not open a second account.

How old do I have to be to register at RedZoneSports?

You must to be at least 18 years old to hold an account with RedZoneSports. It is illegal for anyone under the age of 18 to open an account and/or gamble. The Company reserves the right to request proof of age from any customer and may suspend an account until adequate verification is received.

How do I register an account with RedZoneSports?

1.       Click on the Join Now button on the homepage.

2.       Fill in the registration form and click on the Join button.

What information must I submit on registration?

For a successful registration we require: your name, your address, your date of birth and a valid email address. You can not register with an Email address that has already been registered.

Must I provide the correct data when registering?

Yes, absolutely. In fact, we are required by law to verify your details. By registering an account with us you agree to us verifying your personal data with third party ID verification services.

Do I enter into any legal or financial obligations upon registration?

There is no obligation to play on our site once you register an account. On registering an account with us you are however agreeing to abide by our General Terms & Conditions.

Deposits and Withdrawals

How do I deposit?

1.    Log in using your username and password.
2.    Click on the Deposit button.
3.    Choose your method of deposit.
4.    According to the methods chosen, enter any additional data such as credit card number and security code etc.
5.    Enter the amount you would like to deposit

What kind of payment methods can I use?

You can deposit using credit and debit cards (VISA and Mastercard accepted), in addition to Trustly.

What is Trustly?

Trustly is a payment method that allows you to process transactions directly from your bank account, rather than through a card. Trustly not only supports instant deposits, but also near instant withdrawals, so you can play without delay and receive funds back in to your account the same day. Fast - Simple – Secure

How does it work?

Select deposit, as you would to deposit from a card. Select Trustly as the payment method, then follow these simple steps. 1. Select your bank. 2. Log in to your online bank. 3. Select which account you want to pay from. 4. Verify your payment. Once your deposit is complete, funds will be added to your sports wallet. To withdraw, select withdraw, as you would do to withdraw from a card. Select Trustly as the payment method and then follow the instructions to select and log in to your bank. Confirm which account you’d like to withdraw to and the funds will be in your bank account the same day, subject to compliance with our general terms and conditions.

Can I use Trustly?

Yes, simply select Trustly as your payment method. You must make 1 deposit via Trustly before you can use Trustly to withdraw funds.

Hows can I Change my payment method.

If you fund your account using multiple payment methods, we are required to process any withdrawal request you make proportionally between the methods you have used to deposit with. When you request a withdrawal it will be reviewed and we will contact you via email within 24 hours to confirm where the funds will be sent.

How many credit/debit cards can I register to my account?

You can register a maximum of 3 credit/debit cards to your player’s account.

The credit/debit card I have already registered is now expired. What should I do?

To update your credit/debit card you must login and make a new deposit using the new card details.
Go to your personal details, from the drop-down menu select personal details. A new menu will appear from this select deposit, a new tab will emerge centre screen prompting you to make a new deposit. Input the amount you wish to deposit (Minimum £10). You will then be taken to the Payment Method section of your account, selected the expired card from the list, then simply input the new expiry date, overwriting the previous date. By clicking “Deposit” the new deposit will be initiated, and your new expiry date saved.

How do I remove an already registered credit/debit card?

To remove a registered credit/debit card, please contact a member of our Redzone Customer Support Team via help@redzonesports.bet, letting them know the credit/debit card you wish to remov and they we will assist you. The removal process usually takes no longer than 48 hours and you will be notified once the process is complete. Please note; you may be asked to provide identification documents for verification purposes.

What is the minimum and maximum amount that I can deposit?

The minimum amount you can deposit is £10.00

The maximum amount you can deposit is £20,000.00

Do I have to pay any fees for my deposit or withdrawal?

Charges related to deposits and/or withdrawals of funds from your account may apply to reflect the cost incurred by us as a result of processing excessive transactions.

However, we will notify you in advance before applying them.

How quickly is it before my deposit is available to be wagered?

All deposits made are credited to your account and available to be wagered after the deposit is confirmed.

Why was my credit card payment cancelled?

We would advise that in the first instance you check with our customer support team via email at help@redzonesports.bet.  However, please check the following list for reasons why your credit card payment may have been refused:

1.    More and more banks offer 3D Secure code for credit card transactions. If your bank offers this service your credit card needs to be activated. Please contact your bank and request the activation and information of the 3D Secure code. The 3D Secure Code is also called Verified by VISA or MasterCard Secure Code.
2.    It is possible that your bank does not accept payments or sets up a limitation for payments to gambling companies. Please contact your bank for more information.
3.    Due to security reasons no further deposits will be possible after ten payments (successful or denied) within 12 hours. Please note that you need to wait for 12 hours otherwise the waiting time will reset to another 12 hours.

How do I request a withdrawal?

1.    Log in using your username and password.
2.    Click on My Account.
3.    Click on Withdraw. (Note: In order to activate the withdrawal function, your account needs to be verified first. Please see note below on Verification.
4.    Select the payment method you wish to withdraw to.
5.    Enter the amount you would like to withdraw.
6.    Choose your method of withdrawal.
7.    Enter any extra information needed.
8.    Please note that you can only withdraw your funds to the same payment method that was used to make a deposit.

How do I receive my winnings?

All winnings are credited directly to your player account. You may access your balance at any time.

Do I have to pay tax on my winnings?

No. All winnings are tax free.

Which amount can I withdraw?

You can withdraw any balance showing as Withdrawable in your Account subject to a minimum withdrawal amount of £20.

How long does a withdrawal transaction take?

All withdrawals are checked and processed by our customer support team within 48 hours. Please note that withdrawals may take up three to five (3-5) working days to be received. Note: Saturdays, Sundays and bank holidays are not considered working days by banks.

Can I use any payment method for my withdrawal?

No. For legal reasons, you may only request a withdrawal via the same payment method you used to deposit and obtained your winnings with.

Can I cancel a withdrawal?

As long as the withdrawal has not been processed yet it may be cancelled. If you wish to cancel a withdrawal click on Cancel Withdrawal button.

Where can I find the status of my deposits and withdrawals?

After you have logged into your account using your login details, you can view all deposits and withdrawals under the Transaction History tab.

Verifying Your Account

Why do I have to verify my account?

To comply with our legal and licensing regulations we are required to verify the data you have registered in your account. Therefore, we might ask you to send us your ID and a proof of address. In the event that your verification documents do not coincide with the given data, your account will be suspended.

How do I verify my account?

The following documents can be used:Photographic ID: We require valid, up to date photo documentation. These ID documents can be in the form of a Passport, Photo Driver’s License (front & back of photo card license) or National ID Card (front and back of card,) or a UK photo Citizencard (front & back of the card.)

We need to see the full document including any numbers around the perimeters and at the bottom of the page. If sending a valid passport scanned image, please open up fully the photo page to also include the page above the photo page, as this includes important security details for verification.

Proof of Address: We must be able to verify the address as registered on your account. A recent utility bill, solicitors letter, bank statement, tenancy agreement or any other similar legal document sent to your registered address is acceptable. This document must be no more than 3 months old at the time of verification. Your full name and l address, as well as the date of sending and senders stamp/headed logo must all be visible. Please note that mobile phone statements are not accepted as valid proof of address.

These copies have to be uploaded via the Upload Verification Documents page within your account. A picture taken with a digital camera or a mobile phone will suffice.

Rest assured that all personal data is being treated strictly confidential in accordance with the terms of our Privacy Policy which can be found here.

My Account

How do I change my registered address?

If you have changed your address, please email help@redzonesports.bet to inform us of this change. Please note that we will require a proof of address document to verify this change.

Can I change my name or date of birth?

For legal reasons, your first name, last name and date of birth cannot be changed directly in your account settings. In the event you would like to change any of the above, kindly send an email to our support team at help@redzonesports.bet.

How Do I View My Transaction History?

You can view up to your last 12 months' transaction history from within the "Transaction History" section of your Account. Simply choose the period of time you want to review from the drop down menu. Your Transaction History over and above the preceding 12 months can be requested in writing from our Customer Service team at help@redzonesports.bet. The Transaction History also details your lifetime Net Deposit amount.

Responsible Gaming

What Responsible Gaming tools are available to me?

·         Deposit Limits - Deposit limits allow you to restrict the amount you can deposit in to your account in a 24 hour, weekly and monthly period. Once you have reached any set limits, you will not be able to deposit until the reset date.

·         Time-Out - Time out periods allow you to take a break from the website for any time period between 24 hours and 6 weeks. Once this time has elapsed then your account will be reinstated automatically.

·         Reality Check - This is a pop-up message that will appear after a specific time to inform you that you have been playing for that amount of time. You will have the option to either continue playing or log out of the account.

·         Self Assessment Test - This is a series of questions that will offer you a confidential guidance on whether you are at risk of developing a potential problem.

·         Self-exclusion - If you consider the need to take a longer break from gambling, we provide a self-exclusion facility which allows you to prevent yourself from accessing your account for a minimum period of 6 months, up to a maximum period of 5 years. You can access the self-exclusion facility via the “Responsible Gaming” tab within your Account Page.

Can I set limits on my gambling activity?

If you would like to decrease or increase any limits you have set such changes can be made directly within the Responsible Gambling tab.

Decreasing your limits will take effect immediately.In the event you would like to increase your Deposit limits (daily, weekly or monthly) the new set up will not take place until at least 24 hours following the limit increase request.

Daily limit is considered as a 24 hour time slot from the moment when deposit limit was activated.

Can I change my limits?

To change your deposit limit, please login and go to the Responsible Gaming section in the drop down menu.

When decreasing deposit limits, it will take immediate effect. Once you wish to increase it, it will be activated after a 24 hours holding time.

Daily limit is considered as a 24 hour time slot from the moment when the deposit limit was activated.

I want to take a break from gambling, can I restrict my account?

If you would like to take a short-term break from gambling, you can choose one of the timeframes in our Time -Out facility.

We offer the ability to request a 24 hours, 7 days or six-week time-out via the Responsible Gambling tab in the Account section of the website.

You may also request any other time-out period up to a maximum of 6 weeks by emailing your request to our Customer Support team at help@redzonesports.bet.

Once your request for a time-out has been activated, your account will be blocked and you will not be able to play on our website or deposit into your account for the duration of the time-out period. Your balance (if any) will remain in your account unless you contact us and ask for a withdrawal.

Your account shall be automatically re-instated after the time-out period has expired and we won't notify you when your account reactivates.

Time-out will stand for the entire duration chosen and cannot be undone beforehand.

How can I self-exclude myself from your site?

If you consider the need to take a longer break from gambling, we provide a Self-exclusion facility which allows you to prevent yourself from accessing your account for a minimum period of 6 months. You can access the self-exclusion facility via the Responsible Gambling tab in your Account Settings.

If you self-exclude, any open Bets, subject to compliance with all other Terms, shall be settled on the result of the event in accordance with the relevant Sports Rules then in place. If any such Bets are a winning Bet, you may contact our Customer Support Team at help@redzonesports.bet to arrange for any withdrawable real money funds to be returned.

Please note you need to contact us to reactivate your account, we will not notify you when the self-exclusion period ends.

Self- exclusion will stand for the entire duration chosen and cannot be undone before the requested time has elapsed.

Should you be finding that betting is taking its toll on other aspects of your life and you wish to close your account on this basis then the following sites may prove beneficial going forward and we would highly recommend contacting them for an informal discussion.

GamCare - http://www.gamcare.org.uk

Gamble Aware - http://www.gambleaware.co.uk

Gamblers Anonymous - http://www.gamblersanonymous.org.uk

I've self-excluded myself because I'm concerned about my gambling, is there somewhere I can get advice?

If you are concerned about your gambling and would like advice or support, there are various support services you can turn to for help as follows:

-          Gamblers Anonymous - http://www.gamblersanonymous.org.uk

-          GamCare - http://www.gamcare.org.uk

-          Gamble Aware - http://www.gambleaware.co.uk

We also devise you to take fully anonymous Self-Assessment test to give you some guidance on whether you are at risk of developing a potential problem.

http://www.gamcare.org.uk/get-advice/self-assessment-tool.

Please visit our Responsible Gaming page for more information

GAMSTOP

If you are considering self-exclusion, you may wish to register with GAMSTOP. GAMSTOP is a free service that enables you to selfexclude from all online gambling companies licensed in Great Britain.

To find out more and to sign up with GAMSTOP please visit www.gamstop.co.uk.

Rewards

What are Rewards?

Our Rewards programme is a unique loyalty offer which rewards you for your play on our site. Every time you place a bet on the sportsbook or play in the casino, you get rewarded with points that you can redeem for real items in our store.

Whether you win, lose or draw, we’re giving you something back for every bet, spin or roll!

How do I earn Rewards points?

It really is simple. Every time you place a bet or play in the casino, you’ll earn Rewards points. Regardless of the outcome of your bet, you’ll earn points based on the size of your stake and what type of bet it is based on the formula below.

Bet

Reward Points

Examples

Singles

2.5 x your stake

£100 stake earns 250 points

Doubles

12.5 x

£100 earns 1,250 points

Trebles

17.5 x

£100 earns 1,750 points

4 Folds

25 x

£100 earns 2,500 points

5 Folds

35 x

£100 earns 3,500 points

System / Other

15 x

£100 earns 1,500 points

Casino

2.5 x

£100 earns 250 points

The more selections you add to your bet, the more you’ll earn!

When do I get given my Rewards points?

Your Rewards balance is updated around 9am each day. Once a bet has settled, the requisite number of points will automatically be added to your Reward points balance the following day.

How can I check my Rewards points balance?

The great news is, its all in one place! Simply click the “Rewards” tab at the top of the page (just next to Live Casino) and you’ll see how many points you currently have.

How do I redeem Rewards points?

Again, we’ve put everything in one place for you under the “Rewards” tab. Not only will you be able to see your balance when you click on the tab, you’ll be able to see the catalogue of goods that you’re able to redeem. Simply add items to your basket and then check out using your Rewards balance.

You’ll get sent a confirmation email once you’ve placed your order and then another when your items have been shipped. You won’t have to pay anything for your items or your shipping, just let your Rewards points do the work for you!

How many Rewards points do I need?

Each individual item within the store will show a corresponding points value which is the amount you need in your balance to redeem the item. Postage and packaging is included in the redemption value, you won’t need to pay a penny!

Do I need to sign up to earn Rewards points?

No, there is no need to opt-in to start redeeming. Once you start placing bets, you start earning Rewards points.

Can I Top Up my Rewards points?

No, the only way to earn Rewards points is to place bets or play in the casino. You can earn Rewards points faster by adding more selections to your bet as shown in the table under “How do I earn Rewards points”.

Do Rewards points expire?

Yes, Rewards points will expire 6 months after you’ve earned them.

Can I use Rewards points to place bets?

No, not directly, but if you spot a free bet coupon in the Rewards store, you could redeem your points and place a Free Bet with the coupon.

Do I still earn points if my bet is voided or my horse is a non runner?

No, only bets that are settled earn points. You will not earn points for voided bets or non-runners.

When do I receive my free bet from the store?

Free bets are credited by midday the following day after redemption.

What can I use my free bet on?

Free bets will be valid for 7 days and can be used on all sports bets with minimum odds of 1.2. Free bet stakes are not returned within winnings.

Can I opt out of the Rewards?

Yes, simply contact our customer service team at help@redzonesports.bet if you do not want to participate.

Are there any other terms I need to be aware of?.

Yes, the full terms and conditions of our Rewards programme can be found here

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