How is my commission calculated?
Punter accounts don’t pay any commission.
The standard commission rate for Pros on is 2% for all sports except Football, which is only 1% commission. Monthly promotions around individual sports mean that there are sometimes are time-limited special offers of 0%. Where applicable, commission is on stake matched, regardless of the outcome of the bet. If the selection is odds-on then the commission is taken on potential winnings. For Example:
£500 at 3/1
Stake (£500) x Commission Rate (0.02) = Commissions Paid (£10)
£500 at 4/5
Potential Winnings (£400) x Commission Rate (0.02) = Commissions Paid (£8)
Can I change my personal information?
Under Account Settings > Personal Information you can edit your address, contact number, and email address. Remember to press ‘Update Details’ to save your changes. If you need to change any other information, then please contact Support.
Can I change my username? / Can anyone see my username? / I have forgotten my username
You are unable to change your username once you have registered an account. As a Punter, no one can see your username. If you have forgotten your username then please contact Support. You will be asked to confirm information personal to the account to recover your username. Pro accounts can change their username but only if it contains personally identifiable information. Please contact Support for more information.
Can I have a Pro and a Punter account?
You can have both a Pro and a Punter account. Multiple accounts can be registered to the same name and address but each one must be associated with a unique email address.
Can I opt in/out of marketing?
Yes, you can find this under Account Settings > Personal Information. Remember to press ‘Update Details’ to save your changes.
Can I register if I live outside the UK?
We currently only have a license to accept users from the United Kingdom. As such, we can only accept registrations and financial transactions from UK-registered users with bank accounts also registered in the UK. We are in the process of reviewing other territories and will provide updates accordingly.
If you wish to make a complaint regarding the service you have received, as a first step you should customer support either by Intercom (live chat) or email (firstname.lastname@example.org) as soon as reasonably practicable.
If, having spoken to a member of the Customer Support Team, your query or complaint is not resolved, you can ask for the query/complaint to be escalated to a manager or supervisor. A Company manager/supervisor will look into the query/complaint in more detail and contact you with a resolution within 48 hours. You will be given the name and status of the person who your query/complaint has been referred to.
If you speak to a BetConnect team member over the phone, the call may be monitored or recorded for training and quality management purposes, and to assist us in quick and effective resolution of queries.
If you're unhappy with the solution offered, and your complaint is a gambling dispute, then you're entitled to refer your dispute to the Independent Betting Adjudication Service ("IBAS"), whose decision BetConnect will agree to be bound by. IBAS provides a free-of-charge service and rules on complaints about betting and gaming transactions; but it does not deal with service related problems.
You will be given a copy of this complaints procedure on request, or upon making a complaint.
How can I close my Account?
Contact Support to close your account.
How can I see my transactions?
You are able to see all your transactions in the ‘My Transactions’ tab. This also links to your advanced transactions, allowing you to see them in even more detail.
How do I change my password? / I have forgotten my password, what do I do?
If you would like to change your password, you are able to do this in Account Settings > Security. You will be required to enter your current password. If you have forgotten your password then please follow the link on the login page. If you have also forgotten your username then please get in touch with Support.
How do I change to Fractional/Decimal Odds?
You can change odds format by going to Account Settings > Preferences and selecting either Fractional or Decimal odds. Make sure to press ‘Update Details’ to save your preferences.
What are your Rule 4 deduction terms?
When a horse is withdrawn from a race before the start, the chances of the other horses increase. Therefore, any winning bets placed before the withdrawal will be subject to a deduction on winnings. We apply deductions according to the industry standard terms, displayed below. As we offer prices from multiple bookmakers, the average price of the withdrawn horse across the market will be considered when applying deductions. Rule 4 deductions will not necessarily be made on settlement of the race, but will be collected the same day.
|1/9 or shorter||90p (in £)|
|2/11 to 2/17||85p|
|1/4 to 1/5||80p|
|3/10 to 2/7||75p|
|2/5 to 1/3||70p|
|8/15 to 4/9||65p|
|8/13 to 4/7||60p|
|4/5 to 4/6||55p|
|20/21 to 5/6||50p|
|Evens to 6/5||45p|
|5/4 to 6/4||40p|
|13/8 to 7/4||35p|
|15/8 to 9/4||30p|
|5/2 to 3/1||25p|
|10/3 to 4/1||20p|
|9/2 to 11/2||15p|
|6/1 to 9/1||10p|
|10/1 to 14/1||5p|
|Over 14/1||No Deduction|
What is an Each Way bet? / What are your Each Way terms?
An Each Way bet is effectively two bets. One bet is on the horse to Win, the other on the horse to Place. The stake displayed on the Bet Request is placed on the Win part and the Place part. E.g. £10 Each Way is a total of £20 stake. We always use the industry standard place terms for Each Way bets, which are listed below. In the case that a horse is withdrawn from the race and the place terms change, our place terms will also change. N.B. This will change your potential winnings (Pro) or liability (Punter). Bets are always settled with the place terms at the start of the race.
BetConnect Place terms:
2 – 4 Runners: Win Only
5 – 7 Runners 1/4 the Odds, Places 1-2
8 or more Runners 1/5 Odds, Places 1-2-3
2 – 4 Runners: Win Only
5 – 7 Runners 1/4 Odds, Places 1-2
8 – 11 Runners 1/5 Odds, Places 1-2-3
12 – 15 Runners 1/4 Odds, Places 1-2-3
16 or more Runners 1/4 Odds, Places 1-2-3-4
Can I stop seeing Bet Requests from a particular Pro?
You can block a Pro by pressing the red crossed circle on the bottom left of a Pro Card, either when you are receiving a Bet Request from them, or in the ‘The Pros’ tab. Blocking a Pro means you will not see any Bet Requests from them, regardless of what else is happening on the site. You can see the Pros you currently have blocked in the ‘The Pros’ tab, filtering by ‘Blocked’.
How do I see my Settled Bet Requests (Punter)? / How long does it take for a Bet Request to settle?
Under ‘My Bet Requests’ there are three tabs, ‘New’, ‘Matched’ and ‘Settled’. ‘Settled’ shows all the Bet Requests that you have matched which have been settled, in order of event start time with the most recent first. Bets will settle shortly after the event has finished. Some markets, such as over 2.5 goals, can settle in-play if the line has been covered. The card shows the bet details as well as the Pro and the profit\loss to you. The bar will be red and say: ‘Pro Won: ££’ when the Pro selection has won, indicating how much you have lost. The bar shows yellow and Pro Placed when the Pro selection has placed in Horse Racing (N.B. This can be positive or negative). The bar will show green for Pro Lost, when the Pro selection has lost, and you have won their stake. The card also shows if you have applied Match and More on the Bet Request (see: Match and More).
What are Sports Preferences? / How do I only see certain sports? / I don’t want to see Bet Requests in this sport
You select your Sports Preferences on sign-up and can change them any time by going to Account Settings > Sports Preferences. Your Sports Preferences are the sports that you are happy to receive Bet Requests on. You will not receive any Bet Requests from sports you have deselected.
What does Connect mean? / How do I see all the bets from a particular Pro?
There is no way to guarantee that you see every Bet Request from a certain Pro. However, connecting to them is as close as you can get. When this Pro has an open Bet Request and liquidity is available, it will be the next Bet Request that you see. To connect to a Pro, press ‘Connect’ on their Pro Card, either in the ‘The Pros’ tab or when you receive a Bet Request from them. You can find the Pros you are connected to by clicking ‘Connected’ in the ‘The Pros’ tab. You have 20 Connects to use so pick wisely.
What does Matching a Bet Request mean?
You can match up to the full Requested Stake of the bet, and as little as £1. Once you have seen the bet, you have five minutes to decide whether or not you want to match it.
- Match: Matching a Bet Request is betting against the selection winning. It is also known as "Laying" a Bet. (Also see: What is Laying A Bet?)
- Other options: If you are happy to Match the Pro, but are keen to back the same selection elsewhere by using the bet as a tip, then you can use the five-minute window to help you find a bookmaker offering the same selection at the same odds, or better.
If you want to get more of the Bet to Match, you have the option of hitting the Match + More box. (Also see What is Match + More?)
What is ‘Allow Duplicate Bet Requests’? / I don’t want to see the same Bet Request more than once
Under Account Settings > Preferences you can turn Duplicate Bet Requests on and off. When ‘NO’ is selected, if a Pro creates a Bet Request but you have already seen that selection at that price then you will not see it again. However, if the odds are different then you will see it again. When ‘YES’ is selected, you will see Bet Requests even if they are the same as each other. Remember to press ‘Update Details’ to save your preferences.
What is a Bet Request? / What is the BetConnect button?
Pressing your BetConnect button will load the next available Bet Request for you. A Bet Request is a bet created by a Pro and sent out to multiple Punters to match. When you receive a Bet Request, it will be locked. You will be able to see the details of the Pro (see: What is the Pro Card?), and minimal details of the bet – just the event and time). Pressing ‘Unlock’ will reveal the bet details and start the countdown. Once you have unlocked the Bet Request you will be able to see the selection, the price, and the requested stake, as well as the prices of the top bookmakers. Punters have five minutes from the moment they unlock the bet to action it. If you do not Match or Reject by the time the five minutes is up, your Bet Request will expire. If you reject or expire a Bet Request, you will not see that Bet Request again (Also see: What does Matching a Bet Request mean?)
What is Laying a bet? / What is Liability?
Laying a bet is the opposite to backing a selection. When you lay a bet, you are playing bookmaker to the backer. On the BetConnect interface, when you hit the Match button you are effectively laying the Pro. If you laid a horse £10 at 5/1, you would win £10 if the horse lost, and lose £50 if the horse won. This £50 is called liability and is deducted from your account when you match a bet. Liability can be calculated as:
Stake x Fractional Odds
What is Match + More? / Can I match more stake than I am allocated?
Match + More allows you to get more of a Pro’s Bet Request. To activate Match + More on a Bet Request you must first match 100% of your initial allocation. If you do this then you’ll be eligible to receive that same Bet Request again and Match more of it. To use Match + More, simply hit the Match + More button that appears alongside Match. The total matched stake will be aggregated on the Matched and Settled Bet Cards, and you can see the number of matches per bet. You can find further details of the individual matches in your transactions.
What is my MPL? / Can I receive larger/smaller Bet Requests?
MPL stands for Maximum Punter Liability. This is the most liability you are willing to match for a Bet Request and will directly determine the size of Bet Request you are allocated. We strongly encourage you to set the MPL that best reflects your true preferences. If the MPL is set too high, and you don’t have the available funds to match a Bet Request, you will have to deposit to see the bet information. If the MPL is set too low than you will be allocated stakes too small for you. You choose your MPL on registration but can also change it whenever you like in your Account Settings > Preferences. The minimum MPL you can set is £50, and the maximum is £500. If you wish to have a custom MPL then please contact Support.
WHAT IS MY PUNTER PROFILE? / WHAT IS MY PROFIT & LOSS?
Your Punter Profile contains statistics about your interactions with Bet Requests as a Punter. You can also find your Profit & Loss in your Punter Profile. This breaks it down by sport as well as a total amount. You can refine by pre-set time frames or set a custom time frame yourself.
What is shared liability? / My balance went up less than I thought it would
If you match more than one horse in the same race (win only), we will not take the full liability from you. For example, you first match £50 at 10/1 and then £30 at 5/1. The total liability for both horses combined is £650. However, the most you stand to lose is only £500, as both horses can’t win. Therefore, we would take no liability from your account when you match the second horse.
What is the Pro Card? / What is Pro ROI? / What is Weeks Won/Lost? / What is the average stake size?
The Pro Card contains information about the Pro. You will find Pro cards in the ‘The Pros’ tab and when you receive a Bet Request. The card has the Pro’s username, as well as the area of the country they are from, when they registered, and the time of their most reason Bet Request. The Pro Card also shows some statistics about the Pro’s Bet Request history. ROI (which stands for Return On Investment) is calculated as Total Profit/Loss divided by Total Stakes, multiplied by 100.
For example, a Pro who bets £1,000 worth of stakes and has made £200 in profit will have an ROI of 20%. A Pro who bets £1000 worth of stakes and is £150 down will have an ROI of -15%.
Weeks Won/Lost shows the consistency of the Pro – how many weeks the Pro finished up and how many weeks the Pro finished down. The gold coins represent how big the Pro’s average stakes are relative to other Pros on the site. The Pro Card also displays the total number of bet Requests the Pro has had.
Can you add more events/markets to bet on?
Yes, we can add markets on request. Contact Support with your request and this will be passed onto the team who will review the event/market and get back to you.
Creating a Bet Request / The event I want to bet on is not there / The odds I want to bet on are missing / What is Max Punter Stake?
To create a Bet Request, select your sport under ‘New’, and select the bet details from the drop downs. You cannot create your own price, but you can choose from a wide range of live bookmaker prices. Your stake must be a multiple of £5. Your commission is shown under the Preview card on the right-hand side. If an event or price are missing, then don’t hesitate to get in contact with Support who can assist you further. The Maximum Punter Stake allows you to restrict the maximum size of an allocation, so your Bet Request will be split between more Punters.
How do I see my active Bet Requests? / How much of my bet has been matched?
Under ‘My Bet Requests’ hit ‘Active’. In here you will find all the Bet Requests that you have placed which have not settled yet, in order of event start time with the next event first. The number at the top indicates how many Bet Requests you have Active. The bet card shows the details of your Bet Request, and the amount of stake matched so far.
Settled Bets (Pro)
Under the ‘My Bet Requests tab you have three options. The third is called ‘Settled’. In here you will find all the settled Bet Requests that you have placed in order of event start time with the most recent first. Bets will settle shortly after the event has finished. Some markets, such as over 2.5 goals, will settle in-play when the line has been covered. The Profit/Loss from the Bet Request is shown in the bar at the top of the card. Winning Bet Requests will have a green bar, losing a red bar and placed a yellow bar. Unmatched Bet Requests will still show here, with a grey bar.
What happens when my Bet Request stops? / Why is my Bet Request Pending Stop? / What does Stopped mean?
Your Bet Request can stop for one of three reasons:
- You may stop the Bet Request yourself (by pressing ‘Stop’).
- The odds change and the requested odds are no longer available.
- 8 minutes before the start of the event, markets automatically close.
When the Bet Request stops, it will no longer be allocated to new Punters. Punters who already have an active allocation will still be able to match the Bet Request. During this period, the top of the card will be yellow and say, ‘Pending Stop’ and the amount currently being held. Once all allocations have been actioned, the card will be grey and say ‘Stopped’. The final matched stake will be the stake for this bet, and any Unmatched Stake (and corresponding commission) will be returned to your balance.
What is My Pro Profile?/ What is my Profit/Loss?
Your Pro Profile shows you statistics about your betting behaviour on site. You can also find your Profit and Loss in your Punter Profile. This breaks it down by sport as well as a total amount. You can refine by pre-set time frames or set a custom time frame yourself.
Why can’t I bet on horse racing before 9am? / Can I bet on horse racing the night before?
Horse Racing markets appear live on BetConnect at 9am on each day of racing in Britain and Ireland. This is because before that time prices have not usually had time to settle down. At 9am the prices are stable enough to encourage healthy trade. Once live, our markets show prices on all racing scheduled for the same day. You are unable to create Bet Requests before 9am on the day.
How do I deposit?
You can make a deposit through Account Settings > Wallet Deposit or pressing ‘Add Funds’ on the top right of the screen. Alternatively, if you unlock a Bet Request but have insufficient funds, you will be prompted automatically to make a deposit to cover the Bet Request Liability. If you have previously made a deposit using a Debit or Credit card, the card details will have been securely stored to allow you to reuse the same card details for subsequent deposits. You will still be asked for your Card Security Number (CV2 - the last three numbers on the signature strip on the back of your card).
What methods can I deposit by? / Can I deposit by Credit Card? / Can I deposit by Bank Transfer?
We accept deposits via debit card (Visa, Mastercard, Electron and Maestro), credit card (Visa and Mastercard) and Bank Transfer. Debit and Credit deposits are instant, and Bank Transfers will be within an hour (before 9pm). To make a Bank Transfer, login to your bank account as normal and send a manual payment to the following account:
Account Name: BETCONNECT LTD
Sort Code: 30-98-74
Account Number: 62805360
Ref: Your BetConnect username
Once you have made the transfer, please contact the BetConnect Payments Team with the details of your transfer through the Live Chat facility.
Why has my deposit been declined?
The most common reason for a declined deposit is incorrect details. This can be resolved quickly and easily by double checking that your details have been entered correctly, including the Card Security Number (CV2). Your CV2 is the last three digits on the signature strip on the back of your card. The name on the card must match the name on the BetConnect account. Some card issuers may block transactions to gaming companies. We would advise you to contact your card issuer in this instance. Please contact Support for further detail on your declined deposit.
How do I make a withdrawal? / How long does a withdrawal take to reach my bank account?
You can make a withdrawal from the Wallet Withdrawal page which is located within Account Settings. Where possible we will send funds back to the payment method that was used to deposit the original funds with. Please contact Support if you have any questions regarding this. We do not apply any charges for withdrawals.
We process withdrawals on the same day, and the funds will take around 2-5 working days to reach your bank account. The text on your bank statement will display the sender of the payment as BETCONNECT LTD. If you do not receive the withdrawal, then please contact Support who will provide you with an ARN number. This will help your bank locate the transaction to provide further information.
If you are withdrawing more than £2,000, we can process this by Bank Transfer. We require a picture of the front of your card showing the last 4 digits, your name, and Account and Sort Code. You can send this to email@example.com. If this is not possible then a picture of your bank statement showing a payment to or from BetConnect will suffice.
Why has my withdrawal failed?
Your withdrawal may fail if you are trying to withdraw to a different card than your original deposit. Please contact Support for further information.
Know Your Customer (KYC)
Information to Verify Your Funds
We may ask you to provide additional information or documentation that shows the source of the funds used for gambling activity. This might include information such as your occupation and salary, supported by documentation such as a copy of your bank statement or payslip.
Please note that although we may require employment details, we will not at any time contact your employer as part of these checks. We will let you know what information or documentation we require as part of the enhanced verification process. Please send the requested documents to firstname.lastname@example.org
Information to Verify Your Identity
You may be asked 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 or bank statement. 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.
What is KYC (Know Your Customer)?
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. This process is called Know Your Customer (KYC) and verification must be completed prior to being able to make a deposit.
Do I have a gambling problem?
The majority of our customers enjoy gambling and do so in a safe and responsible manner. However, for a small number of people, gambling can be damaging and may impact their lives. If you think that you might have a problem, we have prepared a few self-assessment questions below that may help you to decide:
- Do you gamble as an escape from your day-to-day life?
- When you run out of money while gambling, do you feel despair and the need to gamble more as quickly as possible?
- Do you consistently gamble until every last penny has gone, even to the point of losing the price of a cup of tea or a ride home?
- Do you or have you ever lied to your friends or family about how much money or time you have spent on gambling?
- Have you lost interest in your friends and family because of your gambling?
- Have you borrowed or stolen money, or sold anything to support your gambling?
- Do you feel depressed or even suicidal because of your gambling?
The more questions that you answer ‘yes’ to, the more likely it is that you have a gambling problem. We recommend that you speak to someone about your answers if you have answered ‘yes’ to the above. Contact our Customer Support Team or a problem gambling support service.
Furthermore, we recommend that you consider a Time-Out or Self-Exclusion.
How do I access support and advice for possible gambling problems?
Customers who are experiencing gambling problems and anyone else affected by gambling problems should seek help. Below are a number of organisations who are able to provide free help, support and confidential advice on these matters.
BeGambleAware provide information and support to help people make informed decisions about gambling and also provide details of other organisations who can provide support and advice. Click www.begambleaware.org for more details.
GamCare is a registered charity that provides confidential telephony support and counselling to anyone affected by problem gambling. You can call them on 0808 8020 133 or go to www.gamcare.org.uk.
What is a cool-off period?
If you wish to take a short break from betting with us, you can do so by taking a Cool-Off for a period of 24 hours, 48 hours, 7 days or 30 days. Once you begin your Cool-Off, you will be unable to use your account for gambling, though you will still be able to log in and withdraw any remaining balance. It is NOT possible to reactivate your account until your chosen period has ended.
To take a Cool-Off please visit the Account Settings Menu and select Player Protection Page to select your required Cool-Off period.
What is Self-Exclusion?
If you feel you are at risk of developing a gambling problem or believe you currently have a gambling problem, we suggest you consider Self-Exclusion.
Self-Exclusion allows you to close your account for a specified period of 6 months, 1 year, 2 years or 5 years. This prevents you gambling with BetConnect for your selected period of time. During a period of Self-Exclusion, you will not be able to use your account though you will still be able to login to withdraw any remaining balance. It will NOT be possible to re-open your account for any reason, and we will endeavour to detect and close any new accounts you may attempt to open.
We will remove you from our marketing databases, and we also suggest that you remove BetConnect accounts from your social media activity. You may also wish to consider installing software that blocks access to gambling websites. We also recommend that you seek support from a problem gambling support service as detailed above to help you deal with your problem.
You can self-exclude your account in Account Settings Menu and select Player Protection Page and select Self-Exclusion. Alternatively, you can contact our customer service team for assistance and further information.