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Frequently Asked Questions



  • Account Management & Login

    • I've clicked the link to verify my account but I still can't log in.

      If you received your verification email to your junk box you will need to move it to your inbox before the activation link will work. Please move the email to your inbox, click the link to activate your account again and log in.
    • Where do I find my Username and Password to log in?

      You will receive your username and password in an email after you verify your email address. If you don't see this in your inbox please be sure to check your junk folder.

    • I've lost my password; how do I retrieve it?

      If you've forgotten your password you can retrieve it by using the 'Forgot Password' link at the top of the homepage. Simply enter your username and we'll send your password to the email address associated with your BetOnline account.

    • I am having problems logging into my account. Why?

      Make sure you are using the correct account number and password. Erase all temporary internet files from your computer and clear cache memory. Our website is Internet Explorer and Firefox compatible; you may be unable to access our website using an AOL browser. If these tips don't resolve your problem, please contact Account Management at 1-800-977-4717 or cs@betonline.ag

    • How do I update my personal information?

      In order to update your personal information please contact Player Services providing your account number and details of the information to be changed and supporting documentation, such as a bank statement or utility bill to confirm your new address. Personal information requests with supporting documents should be sent to documents@betonline.ag.

    • Where can I see my available balance?

      After you log into your account you will be able to see you available balance by clicking on the down arrow next to your name at the top right of the page. You will also see your 'Pending Wagers' and 'Freeplay Balance' here.

  • Deposit

    • Why was my credit card deposit declined?

      There are many reasons a deposit could be declined, often times your bank may not authorize international transactions. Simply give them a call and ask them to open your card to international transactions. Alternatively try any of our other quick and easy to use deposit methods in the cashier
    • If I deposit through CC, what documents do you need to request a payout?

      In order to verify your identify we will require the following:


      • A copy of your photographic identification
      • Copies of the front and back of any cards you've used on your account
      • A utility bill or bank statement which confirms your address
      For the quickest response please scan and send these and send them by replying to this email. Alternatively you may fax them, including your BetOnline account number to 1-800-453-0804.
    • How can I increase my deposit limits?

      Simply send us the following documentation to confirm your identity: - A copy of your photographic identification - Copies of the front and back of any cards you've used on your account - A utility bill or bank statement which confirms your address - Completed authorization form which you can download here Once the documents have been reviewed we will be happy to upgrade your account and increase your deposit limits. For the quickest response please scan and send these and send them by replying to this email. Alternatively you may fax them, including your BetOnline account number to 1-800-453-0804.
    • How can I make a deposit?

      We have many quick and simple ways to fund your account including Visa, Mastercard, American Express, Person to Person methods, MoneyBookers, Neteller, Check and Money Order. Simply visit the online cashier.

  • Bonus

    • How do I claim my freeplay?

      Deposit bonuses are optional and must be requested by the player when making a deposit. Please enter the “promocode” for the bonus you want to use when you are making your deposit. For example, use promocode LIFEBONUS to receive a 25% sports bonus. Your bonus request will be assessed and, if your account is eligible for the bonus, it will be added to your account immediately.

    • What do you offer as bonus?

      The Lifetime Bonus Guarantee - Get up to $1,000.00 in freeplays on EVERY deposit.

      Visit our Promotions page to view all of our existing offers.
    • How do I get my casino bonus?

      Casino bonuses are optional and must be requested by the player via email, using the email address you have registered to your BetOnline account. Please email your account number, deposit amount and date and time of your deposit and the specific bonus you are requesting to freeplay@betonline.ag within 24 hours of making the deposit. Your bonus request will be reviewed and, if your account is eligible for the bonus, it will credited within 24 hours of making the deposit.

    • When do I get the bonus credited to my account?

      If you used a "promocode" when you made a deposit, your bonus request will be reviewed and, if your account is eligible for the bonus, it will credited within 24 hours of making the deposit.

  • Payout

    • What payout options do you offer?

    • How do I request a payout?

      To request a payout, visit the Cashier page and click on the "Payout" button. Next, enter the amount you would like to withdraw, in addition to the method. It's important to note that payout requests are processed Monday through Friday, between the hours of 9:00 a.m. (ET) and 1:00 p.m. (ET).
    • When do you process payouts?

      Payouts request emails are processed Monday through Friday, between 9:00 a.m. ET to 1:00 p.m. ET, excluding holidays.
    • Does BetOnline.ag offer a free payout?

      Yes. Every 30 days players are eligible for a $50.00 discount on the payout method of their choice. In order to take advantage of the discount, the payout request must be made on a Friday. While making the payout request, the player must specify that he/she is taking advantage of the $50.00 discount.
  • Poker

    • Can I play poker with other players for real money?

      Of course, it's one of the many benefits of being a BetOnline player. Simply download the poker client download (for Mac click here , log in, choose your poker name and start playing with other players.

    • How do I transfer funds from sports to poker account?

      Once you log into the poker client you will see two options at the bottom left of the poker lobby; 'Transfer to Sports' and 'Transfer from Sports'. Simply use these options to move your money between poker and sportsbook. Once you have made your transfer please remember click the refresh button to see you balance updated.

    • Why have I not received my tournament winnings yet?

      Tournament winnings will not be paid until the entire tournament is complete. If the tournament has completed and you still have not received your winnings please email cs@betonline.ag with the tournament details.

    • Poker Support

      For any other inquiries please contact the BetOnline Poker Support team at poker@betonline.ag.

    • Rake

      No rake is taken before the flop in Hold'em and Omaha and no rake will be taken from uncalled pots.


      Rake is only taken from money that has been matched by at least one player in the pot i.e. if one player raises $60 and another makes an all-in call with $20, rake will only be taken from the $40 that is matched by both players.


      The "Rake" is the percentage of the pot that goes to the house. BetOnline.ag uses a fixed schedule for its rake, based on the table limit and number of seats.


      Pot Limit and No Limit Tables (Hold’em and Omaha)


      Stakes: $0.01/$0.02 to $0.03/$0.06:

      Table Size

      Rake per Pot

      Max Rake

      Heads-up (2-max)

      $0.01 per $0.18

      $0.25

      4-max and larger

      $0.01 per $0.18

      $0.50


      Stakes: $0.05/$0.10:

      Table Size

      Rake per Pot

      Max Rake

      Heads-up (2-max)

      $0.01 per $0.18

      $0.50

      4-max and larger

      $0.01 per $0.18

      $1


      Stakes: $0.10/$0.25 to $0.25/$0.50:

      Table Size

      Rake per Pot

      Max Rake

      Heads-up (2-max)

      $0.01 per $0.18

      $1

      4-max and larger

      $0.01 per $0.18

      $2


      Stakes: $0.50/$1 and larger:

      Table Size

      Rake per Pot

      Max Rake

      Heads-up (2-max)

      $0.01 per $0.18

      $1.50

      4-max and larger

      $0.01 per $0.18

      $3



      Limit Tables (Hold’em and Omaha)


      Stakes: $0.02/$0.04 to $0.10/$0.20:

      Table Size

      Rake per Pot

      Max Rake

      Heads-up (2-max)

      $0.01 per $0.18

      $0.25

      4-max and larger

      $0.01 per $0.18

      $0.50


      Stakes: $0.25/$0.50 to $1.50/$3:

      Table Size

      Rake per Pot

      Max Rake

      Heads-up (2-max)

      $0.01 per $0.18

      $0.50

      4-max and larger

      $0.01 per $0.18

      $1


      Stakes: $2/$4 to $3/6:

      Table Size

      Rake per Pot

      Max Rake

      Heads-up (2-max)

      $0.01 per $0.18

      $1

      4-max and larger

      $0.01 per $0.18

      $2


      Stakes: $4/$8 and larger:

      Table Size

      Rake per Pot

      Max Rake

      Heads-up (2-max)

      $0.01 per $0.18

      $1.50

      4-max and larger

      $0.01 per $0.18

      $3


      * This rake schedule will be in effect from 10 August 2014.


      BetOnline.ag reserves the right to change this rake structure at any time.

  • Sportsbook

    • Is it legal to bet on sports?

      Yes, but it depends on your location. It’s your responsibility to check with your local government to ensure it is legal to place an online wager.

    • Do I have to pay taxes on my winnings?

      That depends on the jurisdiction of where you live. It is your responsibility to check with your local government to ensure all rules and regulations are being followed accordingly.
    • What sports can I bet on?

      betonline.ag offers a huge variety of sports to choose from, including football, baseball, basketball, hockey, tennis, golf, soccer, racing, entertainment and political props, and more.

    • What is the spread?

      The spread is the number of points a team is expected to win or lose by. For example, if a team is a seven-point favorite, the spread is -7. If you bet on the favorite, it must win by seven or more to cover your bet. If a team is a three-point underdog, the spread is +3. If you bet the underdog, it must lose by three or less points to cover your bet.

    • What is vigorish?

      Vigorish is the fee or commission paid to the sportsbook to place your bet. Vigorish is also known as vig or juice and is typically 10 percent.

    • What types of bets are there?

      betonline.ag features a wide selection of bet types to choose from, including propositional bets, money lines, spreads, totals (over/under), parlays and teasers. Details on each of these bets can be found in our Wager Types section.

    • How old must I be to wager in the sportsbook?

      Bettors must be at least 18 years old to make a wager.

    • Can you delete a wager that was made by mistake?

      Please be vigilant when placing your bets as all wagers placed online are final.

  • Casino

    • Is it legal to bet in the casino?

      It is legal to bet in our casino, depending on your location. Our BetOnline Casino is located in Panama and wagering is permitted there. It's the player's responsibility to check with local government rules and regulations to ensure they're abiding by the rules.

    • Do I have to pay taxes on my winnings?

      Again, that depends on where you take up residence. Please consult your local government laws to ensure you're following them accordingly.

    • How old must I be to wager in the casino?

      Bettors must be at least 18 years old to play in the casino.

    • What types of games are there?

      You'll find a wide assortment of games in the Casino, including blackjack, slots, Caribbean Stud poker, Caribbean Hold Em poker, video poker, craps, baccarat, roulette, keno, bingo and more.

    • Does the casino offer any bonuses?

      Yes, and lots of them. Check out our Casino Bonus section to learn more about our match bonuses, slots bonuses, high-roller bonuses, top-player rewards, Happy Hour and more.

    • Do you offer a downloadable casino?

      Yes. Visit the Casino Download section to get excellent downloadable casino software.

    • What is a progressive jackpot?

      A progressive jackpot is a jackpot that sees its value increase with each bet. A small percentage is taken from each players bet and added to a rising money pot. These pots often grow into the millions.

    • Are there contests?

      Yes, we regularly feature contests for users to participate in. We also award a wide range of prizes and often feature a progressive jackpot. Please check out our Casino Contests page for more info.

  • Horse Betting

    • How close to the start of a race am I able to bet?

      We make every effort to accept wagers on all the tracks we offer until the actual post time of each race. However, it is important to realize that betonline.ag is not the same as the racetrack or a simulcast outlet. We do not have access to video feeds from the tracks we offer. We rely on a service to establish the cutoff time for wagering. Please allow yourself sufficient time to enter/confirm your wagers, whether on the internet or through the call center.
    • I see that you post odds on your site for each race. Are they live odds?

      No, the odds you see posted are Morning Line Odds. They are simply an estimate of what each horse's final odds will be when the race goes off. Live odds are determined by the amount of money bet on each horse in the track betting pools. betonline.ag pays full track odds, but the money you wager with us does not go into the track betting pools.
    • How long does it take to grade each race and credit winnings to my account?

      Our service provider usually transmits the complete results of each race to us electronically within 5-10 minutes of the results being posted at the track. When we receive those results, your account is automatically updated to reflect your winnings. If you have any questions about race results or your account balance, please don't hesitate to call our Horse Racing Department toll-free at 1-800-991-2381.
    • Do you you provide horse racing handicapping information or free picks?

      Yes. Our horse racing columnist, Pete Mitchell, posts articles on our website each week. These articles contain handicapping insights, money management tips, selections for upcoming races, race recaps, and general observations about the sport of horse racing. You'll find his articles in the Sports Betting Edge section of our website, under the Horse Racing category.

    • Do you offer horse racing futures, props and matchups?

      Yes, we offer head-to-head horse matchups on a daily basis. These matchups are generally (but not always) taken from the better races at the major tracks. Pay close attention to the notes that accompany each matchup; they cover things like scratches, races moved off the turf, coupled entries, etc. Horse racing futures and props are generally offered for major events like the Triple Crown, Kentucky Derby, Preakness Stakes, Belmont Stakes and the Breeders' Cup races. You'll find all these wagering opportunities in the Futures/Props section of the website.

    • Does betonline.ag conduct any horse handicapping contests?

      Yes. Our most recent online handicapping contest involved picking the winners of the 14 races of the 2008 Breeders' Cup; $5,000 in prize money was awarded to the top finishers, but nobody claimed the $1,000,000 prize offered to anyone who could pick the winners of all nine Breeders' Cup races on Saturday's card. Stay tuned for announcements of upcoming horse racing contests.

  • Skill Games

    • What happens to my personal details?

      Our customers can feel confident that when playing our skill games - all personal details and financial information are kept private and are not misused. We respect your choice to play our games and wish to ensure your total privacy. Your customer details are stored and managed under the strictest supervision.

      If there is a question or concern not addressed on our website or Help Center, do not hesitate to contact our Support Team via Email on skillgames@betonline.ag
    • What do you charge me for playing?

      We do not charge you for playing our skill games, we only receive compensation for the actual hosting of the skill games, by charging a small percentage of the real money winner's pot, known as the rake. Our rake is 10% of the winnings for all skill games. For example, in a $5 skill game the winner will receive $9.50 and Betonline will charge a rake of $.50.

      There is no cost to play in our free / demo games.
    • When I win a game ? how quickly do I get my winnings?

      Our secure payment and payout procedures deliver your winnings quickly and efficiently, generally within 3 minutes. If you do not receive your winnings within 3 minutes, all you have to do is email skillgames@betonline.ag ? and our friendly Customer Services Team will ensure that you get your winnings immediately into your account!
    • What are my chances of winning?

      All of our skill games are 1-on-1. Your odds of winning depends on your skill levels, so the more you play ? the quicker you will improve your chances of winning these games of skill.

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