Help Centre

NetBet’s philosophy

Since its creation in 2001, NetBet's objective has always been to offer a high quality service to its customers so that they can focus on having as much fun as possible. NetBet is committed to providing customers with the best gaming experience possible. Our games all contain state-of-the-art digital graphics and sound effects so that players can immerse themselves in the thrilling adventure of gambling, just as if they were in a real casino.

As part of its dedication to being a reliable, fair, secure and honest operator, NetBet is also committed to Responsible Gambling, recognising that gambling can cause problems for a minority of individuals. As such, we offer players a wide range of tools, checks and measures to allow them to enjoy playing at our casino in a safe and manageable way. Please see the section Know your limits and take action! below.

Protection of minors

Canadian and International law forbids internet users under the age of 18 from accessing online betting games. NetBet takes every possible measure to prevent minors from playing on its site. We also ensure that all advertising, sponsorship and promotional activity is not targeted at those under the age of 18. NetBet carries out strict age verification procedures, and reserves the right to request legal documents at any time to prove the identity and age of its users in order to ensure that site is not accessed by minors, to block banned players and to guarantee the identity of payment recipients. If you know someone under the age of 18 who has registered with us, please contact us immediately. We strongly advise that you limit the amount of time any minors in your care spend on the internet, and install parental control software. If a minor can gain access to a computer which contains gambling software, we advise that you install the following access control software in order to restrict minors from accessing the software: 


Sentry PC: www.sentrypc.com
How to install: http://www.sentrypc.com/support/install-3/

Furthermore, we advise that:

- You do not allow minors unsupervised access to your computer when the casino software is running. Additionally, Make sure you set up a password for entry to the casino.

- You do not allow anyone under 18 years of age in your care to undertake any gambling related activity. Keep your username, password and bank card number out of the reach of minors.

- You educate your children about gambling laws and the potential damage that could arise from placing underage bets. 
Unfortunately, no system is infallible, and some minors can still manage to circumvent our measures. If you are aware of any person under 18 who has a NetBet account, please inform Customer Service by sending an e-mail to [email protected].

- You must protect your online account and access to the gaming software with a password. Please keep your personal information out of reach of minors, and never leave your gaming session open and unsupervised.

Prevention and player protection

To play real money games, you should be in a balanced psychological and emotional state, in order to be able to think clearly and react in an appropriate manner. Gambling when under the consumption of alcohol or any other substances which could affect your mental state is very dangerous. For example, a player under the influence of alcohol is at a greater risk of not applying logic to a game (likelihood of losing) and also at a greater risk of becoming a compulsive gambler.

If you have - or have had, at any time in the past - problems with alcohol or other substances, we advise that you avoid playing games for money, and recommend that you seek professional advice. External pressures may also interfere with the enjoyable nature of playing games, such as playing the game in order to reach a certain social status or in order to integrate yourself into a social group. These are needless pressures which can be damaging in the short, medium and long term. 

Gambling should remain a personal choice, which is made based on enjoyment. It should not be an obligation under any circumstances, nor should it be a compulsion as a result of any other influence. The time and money that you invest in gambling should never take precedence over, or interfere with, your family, professional or social commitments; impinge on your work or studies or on your family or parental responsibilities; damage your health or hinder other activities that are crucial to your well-being (for instance, fitness, a balanced diet and rest). It is important to set your priorities and know how to maintain a good physical, emotional and relationship balance, both for you and for those around you. 

Know your limits and take action!

At NetBet, we want to give you as much help as possible to manage your gambling activity responsibly -which is why we offer a wide range of tools and restriction features to help you stay safe whilst you’re playing, and manage the time you spend gambling. Take a look at the options we offer below and choose one that works best for you. We offer Deposit, Loss and Transfer Limits, Reality Checks, Session Timer and Self-Exclusion tools*.

You can use these tools for any (and all) of our products and set your own time limits. It is vital to set yourself limits and to know when to stop. It is the responsibility of the individual player to be aware of the importance of setting their own time and loss limits. By doing this, you can avoid spending excessive time and money on gambling, or losing out on the enjoyable aspects of the activity. It is important that you both fix and stick to your limits, to avoid finding yourself in debt as a result of gambling.

Playing excessively can be very harmful. If you are unable to control your gambling, we advise that you do not play our games.

*Please note that NetBet will enforce the use of some of these tools in accordance with your jurisdiction regulations.

 

LIMITS: Establish deposit or loss/transfer limits and keep track of how much you spend

This information applies to NetBet Casino, NetBet Vegas, NetBet Poker, NetBet Live Casino and NetBet Lotto. Scroll down for a dedicated section on NetBet Sport limits.

Take back control of your gameplay - and money - by setting your own limits on losses and deposit amounts so that you can remain in control of how much money enters your account, and the amount of money you’re able to lose whilst playing over a given period. You can choose to set these amounts on a weekly, monthly or yearly basis. To take advantage of the Loss Limits tool please follow these steps:

o   Log into your NetBet account.

o   Access your account from the top right (balance).

o   Select Responsible Gambling then Loss/Transfer Limit.

o   Enable the option.

o   Edit your settings to establish the time period and loss limit.

o   We use GMT timezone for limit periods. So any data limits go from 00:00 GMT to 23:59 GMT.

o   Enter your password to save the changes.

 

To take advantage of the Deposit Limits tool please follow these steps:

o   Log into your NetBet account.

o   Access your account from the top right (balance).

o   Select Responsible Gambling then Deposit Limit.

o   Enable the option.

o   Edit your settings to establish the time period, deposit limit and deposit type.

o   Enter your password to save the changes.

Deposit limits can be decreased, increased or removed entirely.

If you try to remove or increase your limit, it will only take effect if you confirm this change after 24 hours. Any decrease in the limit will be applied immediately.

LIMITS on NetBet Sport:

 

Take back control of your gameplay - and money - by setting your own limits on losses and deposit/spending amounts so that you can remain in control of how much money enters your account, and the amount of money you’re able to lose and spend whilst playing over a given period. You can choose to set these amounts on a daily, weekly, monthly or yearly basis. To take advantage of the Limit tool we designed for you please follow these steps:

o   Log into your NetBet account.

o   Access your account from the top right by clicking on your username on desktop and the ‘silhouette’ icon on mobile/tablet.

o   Click/tap upon the Player Protection tab to access the Limit section.

o   Select the Deposit Limit or Spending/Loss Limit section.

o   Enable the option for the section of your choice.

o   Edit your settings to establish the product, time period and limit amount. Please note that if you edit the Deposit limit section the limit will be applied across all NetBet products.

o   Enter your password to save the changes.

Please find below 3 examples to help you get a clear understanding of how the loss/bet limits work on Sports.

Example 1: €200 weekly limit

Day
Bets placed by customer
Remaining balance to be used
Can player place bets?
Calculations of the remaining balance to be used
(based on what happened 7 days in a roll before)
1
€ 100.00
€ 100.00
Yes
200 - day 1 (200 -100)
2
€ 50.00
€ 50.00
Yes
200 - (day 1 + day 2)
200 - (100 + 50)
3
€ 50.00
€ 0.00
Yes, but limit is reached
200 - (day 1 + day 2 + day 3)
200 - (100 + 50 + 50) = 0 -> limit is reached
4
€ 0.00
Yes
200 - (day 1 + day 2 + day 3 + day 4) = 0
200 - (100 + 50 + 50 + 0) = 0
5
€ 0.00
No
200 - (day 1 + day 2 + day 3 + day 4 + day 5) = 0
200 - (100 + 50 + 50 + 0) = 0
6
€ 0.00
No
200 - (day 1 + day 2 + day 3 + day 4 + day 5 + day 6) = 0
200 - (100 + 50 + 50 + 0 + 0) = 0
7
€ 0.00
No
200 - (day 1 + day 2 + day 3 + day 4 + day 5 + day 6 + day 7) = 0
200 - (100 + 50 + 50 + 0 + 0 + 0) = 0
8
€ 100.00
Yes, up to € 100.00
200 - (day 2 + day 3 + day 4 + day 5 + day 6 + day 7 + day 8) = 0
200 - (50 + 50 + 0 + 0 + 0 + 0 + 0) = 100
9
€ 150.00
Yes, up to € 150.00
200 - (day 3 + day 4 + day 5 + day 6 + day 7 + day 8 + day 9) = 100
200 - (50 + 0 + 0 + 0 + 0 + 0 + 0) = 150
10
€ 200.00
Yes, up to € 200.00
200 - (day 4 + day 5 + day 6 + day 7 + day 8 + day 9 + day 10) = 150
200 - (0 + 0 + 0 + 0 + 0 + 0 + 0) = 200

 

Example 2: €200 weekly limit

Day
Bets placed by customer
Remaining balance to be used
Player action
Weekly limit
Can player place bets?
Calculations of the remaining balance to be used
(based on what happened 7 days in a roll before)
1
€ 100.00
€ 100.00
€ 200.00
Yes
200 - day 1 (200 -100)
2
€ 50.00
€ 50.00
€ 200.00
Yes
200 - (day 1 + day 2)
200 - (100 + 50)
3
€ 50.00
€ 0.00
€ 200.00
Yes, but limit is reached
200 - (day 1 + day 2 + day 3)
200 - (100 +50 + 50) = 0 -> limit is reached
4
€ 0.00
€ 200.00
No
200 - (day 1 + day 2 + day 3 + day 4) = 0
200 - (100 + 50 + 50 + 0) = 0
5
€ 0.00
€ 200.00
No
200 - (day 1 + day 2 + day 3 + day 4 + day 5) = 0
200 - (100 + 50 + 50 + 0) = 0
6
€ 0.00
€ 200.00
No
200 - (day 1 + day 2 + day 3 + day 4 + day 5 + day 6) = 0
200 - (100 + 50 + 50 + 0 + 0) = 0
7
€ 0.00
€ 200.00
No
200 - (day 1 + day 2 + day 3 + day 4 + day 5 + day 6 + day 7) = 0
200 - (100 + 50 + 50 + 0 + 0 + 0 ) = 0
8
€ 40.00
€ 10.00
Player decreases his weekly limit down to € 150.00 -> It is applied immeditately
€ 150.00
Yes, up to € 10.00
150 - (day 2 + day 3 + day 4 + day 5 + day 6 + day 7 + day 8) = 10
150 - (50 + 50 + 0 + 0 + 0 + 0 + 40) = 10
9
€ 30.00
€ 30.00
€ 150.00
Yes, up to € 30.00
150 - (day 3 + day 4 + day 5 + day 6 + day 7 + day 8 + day 9) = 20
150 - (50 + 0 + 0 + 0 + 0 + 40 + 30) = 30
10
€ 80.00
€ 0.00
€ 150.00
No
150 - (day 4 + day 5 + day 6 + day 7 + day 8 + day 9 + day 10) = 150
150 - (0 + 0 + 0 + 0 + 40 + 30 + 80) = 0

 

Example 3: €200 weekly limit

Day
Bets placed by customer
Remaining balance to be used
Player action
Weekly limit
Can player place bets?
Calculations of the remaining balance to be used
(based on what happened 7 days in a roll before)
1
€ 100.00
€ 100.00
€ 200.00
Yes
200 - day 1 (200 -100)
2
€ 50.00
€ 50.00
€ 200.00
Yes
200 - (day 1 + day 2)
200 - (100 + 50)
3
€ 50.00
€ 0.00
€ 200.00
Yes, but limit is reached
200 - (day 1 + day 2 + day 3)
200 - (100 + 50 + 50) = 0 -> limit is reached
4
€ 0.00
€ 200.00
No
200 - (day 1 + day 2 + day 3 + day 4) = 0
200 - (100 + 50 + 50 + 0) = 0
5
€ 0.00
€ 200.00
No
200 - (day 1 + day 2 + day 3 + day 4 + day 5) = 0
200 - (100 + 50 + 50 + 0) = 0
6
€ 0.00
€ 200.00
No
200 - (day 1 + day 2 + day 3 + day 4 + day 5 + day 6) = 0
200 - (100 + 50 + 50 + 0 + 0) = 0
7
€ 0.00
€ 200.00
No
200 - (day 1 + day 2 + day 3 + day 4 + day 5 + day 6 + day 7) = 0
200 - (100 + 50 + 50 + 0 + 0 + 0) = 0
8
€ 40.00
€ 10.00
Player requests to increase his weekly limit up to € 300.00 at 03:20pm -> It is applied in 24 hours or 48 hours or 7 days depending on the local regulation. In this example, it is applied within 24 hours.
€ 200.00
Yes, up to € 10.00
200 - (day 2 + day 3 + day 4 + day 5 + day 6 + day 7 + day 8) = 10
200 - (50 + 50 + 0 + 0 + 0 + 0 + 40) = 10
9
€ 100.00
€ 110.00
New limit comes into force on day 9 at 03:20pm
€ 300.00
Yes, up to € 110.00
300 - (day 3 + day 4 + day 5 + day 6 + day 7 + day 8 + day 9) = 110
300 - (50 + 0 + 0 + 0 + 0 + 40 + 100) = 110
10
€ 160.00
€ 0.00
€ 300.00
No
300 - (day 4 + day 5 + day 6 + day 7 + day 8 + day 9 + day 10) = 150
300 - (0 + 0 + 0 + 0 + 40 + 30 + 160) = 0

 

REALITY CHECKS: Keeping track of the time you invest playing

Reality Checks are an extremely useful tool for keeping on top of all your gaming activity. These checks will automatically remind you every hour how long you have spent playing on the site and how much money you have won and lost on games. When a Reality Check is displayed, gameplay will be temporarily interrupted. You will be prompted to acknowledge the message, after which you have the option to continue playing or end your session.


SESSION TIMER: Manage the time you spend playing

Before you start a session, decide how long you would like to play for - and then stick to your decision. To help you with this, NetBet offers you a tool with which you can establish the amount of time your login session will be active. This sets a timer going - once your session expires, you’ll be automatically logged out.

To take advantage of the Session Timer tool please follow these steps:

o   Log into your NetBet account.

o   Access your account from the top right (balance).

o   Select Responsible Gambling then Session Timer.

o   Enable the timer.

o   Edit your settings to establish the amount of time you’ll be logged in.

o   Enter your password to save the changes.


TAKE A BREAK: Take a short break from gambling

If you feel that you could use a temporary break from gambling then our Take a Break function could be the perfect solution for you. Take a Break enables you to temporarily block your account for a 24 hour, 48 hour, 7 day or 30 day period.

During this time you will be blocked from betting on all NetBet products.

Please be aware that if you have unmatched Exchange bets these will be cancelled and the funds will be returned to your account balance during a Take a Break. Any (part) matched bets will stand.

Please note that it is impossible to deactivate your Take a Break during the period you have selected.

To take advantage of the Take a Break option please follow these steps:

o   Log into your NetBet account.

o   Access your account from the top right (balance).

o   Select Responsible Gambling then Take a Break.

o   Enable the option.

o   Edit your settings to establish the amount of time you’ll be inactive for, and the products you wish to use the feature for.

o   Enter your password to save the changes.

 

SELF-EXCLUSION: Take a break from gambling for as long as you need

Should you need to take a break from gambling, we provide a number of options to help you control your activity, including Self-Exclusion.

If you want to take a short break from gambling, our Take a Break feature will help by restricting your account from placing bets for 24 hours, 48 hours, 7 days, or 30 days. During the time period selected, you will be unable to reverse this block. 

However, if you feel you need a longer break from gambling, you can choose to self-exclude.

Self-Exclusion means that your NetBet account will remain closed for a minimum period of six months, and will not be reactivated under any circumstances during the exclusion period (unlike a standard account closure request).

If you have any pending bets, these will stand. Please contact Customer Services to arrange for these funds to be returned to you.

To take advantage of the Self-Exclusion option, please follow these steps:

o   Log into your NetBet account.

o   Access your account from the top right (balance).

o   Select Responsible Gambling then Self-Exclusion.

o   Enable the option.

o   Edit your settings to establish the amount of time you’ll remain self-excluded.

o   Enter your password to save the changes.

Alternatively, Customer Support can set the Self-Exclusion option for you.

Please contact us if you require any further information or assistance on Self-Exclusion or individual product restrictions. To receive guidance and support about problem gambling, please visit Gambling Therapy at https://www.gamblingtherapy.org/en.

Further help and information

NetBet is aware that the majority of players know how to play in a controlled manner, but that a minority (around 2%), are compulsive gamblers. NetBet's goal is to help addicted players or those who display signs of being at risk of dependency, and to take appropriate measures to reduce the numbers of compulsive gamblers.
If you are in need personally, or if you know someone who is experiencing problems with excessive gambling, please don't hesitate to contact NetBet's Customer Support team.

To help you evaluate your behaviour, you can also ask yourself the following questions:

1. Have you taken time off work or your studies because of gambling?

2. Is gambling affecting your personal relationships (family, friends)?

3. Have you prioritised financing your gambling over financial responsibilities to your family?

4. Is gambling affecting your own health (problems with sleeping, self-neglect, isolation, depression, stress, behavioural difficulties)?

5. Have you felt remorse or regret after playing, or felt the need to go back to playing as soon as possible in order to win more money/make up your losses?

6. Have you played to repay debts or to make up a financial deficit?

7. Have you played beyond the financial and time limits that you had set for yourself?

8. Have you borrowed or sold something to finance your gambling?

9. Have you lied to your friends and family about your gambling?

10. Have you considered acting illegally in order to finance your gambling?

If you have answered "yes" to any of the questions above, we advise you to contact our Customer Support team immediately.

  • Dec6, 2022