Help
FAQ
My Account
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1.What should I do if I have forgotten my username/password?
There is no need to worry or contact our customer support right away. You
can restore your log in details yourself by pressing on 'Forgot details?'
next to log in fields. You can recover your password via email or SMS.
To be sure, that the email arrives, add our email addresses to your safe list, or check your spam folder in case our message is not appearing in your incoming mail list. If the problem persists, contact our customer support team.
To login to your account you can use both username or email address registered at our casino.
To be sure, that the email arrives, add our email addresses to your safe list, or check your spam folder in case our message is not appearing in your incoming mail list. If the problem persists, contact our customer support team.
To login to your account you can use both username or email address registered at our casino.
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2. Do I have to open an account again?
If you haven't visited our web site for a long time or you want to use one
of our other products, you don't have to open a new account. It is strictly
prohibited to have multiple accounts here at StreamBetz.
As soon as you open your first account, we give you access to all our
current and future products.
If you have forgotten your password or username, you can restore it by pressing on the 'Forgot details?'. You can recover your password via email or SMS.
If you have forgotten your password or username, you can restore it by pressing on the 'Forgot details?'. You can recover your password via email or SMS.
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3. How do I change my password?
You can change your password by accessing ‘My Password‘, under ‘My Account‘
section, when logged in, and following the instructions on that page.
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4. How do I verify my registered email address?
An activation link is sent to the e-mail address that you provided during
registration. If there is nothing in your Inbox folder, please check SPAM or
JUNK mail folders, activation link might be there.
>You can also resend it by clicking the link on the top of the page in the notification box. Also, you can edit your email address if it’s incorrect. If you still struggling to find it, please send your request from the registered email to support@streambetz.com
>You can also resend it by clicking the link on the top of the page in the notification box. Also, you can edit your email address if it’s incorrect. If you still struggling to find it, please send your request from the registered email to support@streambetz.com
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5. How do I change my registered email address?
To change your account email please send us a request from your new email
address indicating your username and email you used for the registration,
also please attach a photo of your government-issued photo ID (passport or
driving license preferred) to confirm your identity.
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6. How do I correct a typo in name/surname or date of birth?
To change your name/surname/date of birth, please send us a request to to
support@streambetz.com from your registered email
address indicating correct information, also please attach a photo of your
government-issued photo ID (passport or driving license preferred) to
confirm your identity and correct spelling.
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7. How do I change my address line?
You can change your address line in your Account section. However if you
have relocated and wish to change your country please contact support team
via chat or email providing a proof of new address utility bill, phone bill
or bank statement displaying your name and address in full. Please note,
that the document should not be older than 3 months.
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8. How do I close my account?
If you are considering closing your account, we offer you different options
to limit your player activity. For more information, please visit the
Responsible Gambling section of your account. Alternatively, you can always
get in touch with our Customer Support team at
support@streambetz.com and let them know that you would
like to stop playing on our site.
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9. Why is my account blocked?
There might be a few different reasons why access to your account has been
restricted, however, most common reason is usually too many failed attempts
to login to your account. If you receive such notification you can simply
restore your password by clicking on “Forgot Password” and login to your
account using a new one. If the problem is still there after resetting your
password, check your email for notifications from us or get in touch with
customer support team.
Registration
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1. Do you accept players from all around the world?
We accept players from a vast part of the world, however, due to local
legislation of some countries we prohibit player registration from them. All
countries from which we allow registrations can be found in the drop-down
menu in the registration form.
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2. Is there any minimum age requirement to play at
StreamBetz?
You must be at least 18 years of age to play on the
StreamBetz site.
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3. Do I need to make a deposit to be able to open an account at
StreamBetz?
No, not at all. You can play for fun on our website and as much and as often
as you like. In order to be able to use our products in the real money mode,
you need to make a deposit.
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4. Why is my personal information required? Are my personal details safe
with you?
We need your personal details to confirm your identity, age, and address to
be able to offer real money transactions and games to you.
StreamBetz uses the newest and most advanced data
encryption techniques to safeguard your personal details.
Security
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1. Is your website licensed?
Yes, our website is licensed. This is illustrated on the homepage of the
website as well as in the Terms and Conditions, where information about the
relevant license is provided.
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2. How do I know my financial and personal information is secure?
We utilize the latest in industry approved Secure Sockets Layer (SSL)
encryption technology to ensure any information you send to us is kept safe,
secure and fully encrypted. SSL encryption is the same technology banks use
to protect data. This means, your financial data such as credit card
information and your personal data such as name, address and phone number,
all are fully protected.
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3. How do I know that the casino games are fair?
We only offer online games from large, well-recognized and trusted software
providers. All providers are certified, which means they have been
methodically and scientifically tested by iTech Labs, an independent tester
of gaming and wagering devices to ensure that the games are fair and operate
correctly. At our website, you can be 100% confident that the Random Number
Generator (RNG) that returns the outcome of a casino game round is
completely random and unbiased, no matter which game you play. We would
never offer games or brands that do not come with trusted certifications.
Deposit
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1. How can I make a deposit?
To make a deposit, please log in to your account and click on the
Deposit button or use wallet icon located in the slider on the right
side of the page. You will then see all the payment methods available to
you. Fill in your details, decide on the amount you'd like to deposit, and
click on the “Deposit” button. If you would like to play with the bonus
balance, don’t forget to select one of our promotions available on the
deposit page.
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2. I cannot find my favourite deposit method.
On the deposit page you can see all payment methods that we are offering to
initiate a deposit. Unfortunately, if you cannot find your preferred payment
method it might mean that we don’t have it yet, however, don’t hesitate to
contact our customer support team and make a suggestion on what payment
method you would like to see on the deposit page in the future.
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3. I cannot deposit with a credit card.
If you encounter any difficulties when trying to deposit using a bank card,
we recommend that you make sure the card number and security code (last 3
digits on the back) were entered correctly. Please don’t forget to always
double-check entered details before submitting a deposit request. If the
problem persists, we suggest that you contact your bank to ensure there are
no special restrictions imposed on your card. We would also like to remind
you that you can add funds your account using alternative methods of payment
such as e-wallets (Skrill, Neteller, EzeeWallet, etc.). All of those methods
can be topped up by using a credit card and then you can use and available
e-wallet on the deposit page to start playing. If you require any additional
help, please contact the customer support team at support
@streambetz.com or use our online chat.
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4. I made a deposit, but the funds are not in my account.
Deposits are usually credited instantaneously to your account. If some
delays occur, please give the money a few minutes to arrive or log in
again. If you don’t see your balance credited after deposit has been made,
please make sure that the funds have left your bank account. It might
happen, that in cases with lost connection deposit will not be successfully
completed. However, on rare occasions when the deposit has been successfully
debited from your payment method but you can’t see it on your balance please
contact our customer support team, providing a proof of made deposit and our
support operators will be happy to assist.
Withdrawals
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1. How can I monitor the status of my Withdrawals?
When logged in to your account the ‘Withdrawal’ icon from the side menu will
show you the date the withdrawal was requested, the amount and the method
used. Here you can also reverse any pending withdrawals or edit the amount
requested.
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2. How to withdraw Bonus Money?
Bonus Money cannot be withdrawn until the bonus conditions are met and your
bonus converts to Real Money. In case you submit a withdrawal request
without having the necessary amount of Real Money funds on your account,
your withdrawal will be automatically declined and your bonus will be
permanently revoked.
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3. Are there any limits on how much I can withdraw?
The minimum withdrawal amount is €25 or your currency equivalent and are
limited to once a week. The maximum withdrawal amount is €10.000 in any 30
day period.
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4. Can I get my winnings paid back to my credit/debit card?
Yes, you can as long as it is the same card that you used to make your
original deposit and the card is able to accept a withdraw back onto it.
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5. Why can’t I choose by which method I want to get paid?
Due to anti money laundering laws, it is our policy to ensure the money is
going back to the original source that made the deposit when possible.
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6. How long do withdrawals take to process?
We try to approve your withdrawals as soon as we can, always within 3
business days. You may follow the status of your withdrawal in the
‘Withdrawal’ section.
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7. Can I make a withdrawal from my account and have it sent to someone
else?
No, this is deemed as a third party transaction and will not be permitted in
any circumstance.
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8. Do you charge any withdrawal fees?
You can withdraw your funds back to your card or e-wallet free of charge.
SEPA bank transfers will be charged a 15 EUR fee per transaction.
We reserve the right to charge a 10% fee in case the player requests a withdrawal without a member account turnover that is equal or more than the amount of funds deposited.
SEPA bank transfers will be charged a 15 EUR fee per transaction.
We reserve the right to charge a 10% fee in case the player requests a withdrawal without a member account turnover that is equal or more than the amount of funds deposited.
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9. Do I need to verify my account first?
If your account hasn’t already been verified you will be asked to complete
our verification procedure. Your account only needs to be verified once.
Technicals
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1. What happens if I am suddenly disconnected from
StreamBetz?
You may experience disconnections from the server from time to time. They
can and do occur. If you lost your Internet connection or lost connection
with our servers during a game, you will be returned to the same stage of
the game the next time you log in and will have the chance to continue your
game.
If you were disconnected before the game result was displayed, you can view the result in Account's Betting History or contact our customer service team.
If you were disconnected before the game result was displayed, you can view the result in Account's Betting History or contact our customer service team.
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2. Why is it that I cannot connect to or open an online game?
Please check your internet connection and that you have the latest version
of Adobe Flash installed. If the issue persist, please contact Customer
Support.
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3. The website or games are responding slowly or load slowly, what can I
do to speed it up?
If you have been experiencing a slow connection, please note that having
several browsers open, music programs running or downloading files can all
slow your computer and/or internet connection. Your local internet service
provider may also be temporarily suffering from low bandwidth. Sharing your
internet connection within your household and in your local area can also
slow your connection speed. Another possible solution may be to restart your
computer or mobile device.
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4. Why I cannot place a bet?
Please, make sure you have enough money to place your bet. In the interest
of preventing gambling addiction, limits can be set on your stake. If a
bonus is active on your account you may have to meet certain conditions
(such as minimum odds for sports betting) to place your bet.
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5. Why I cannot choose to play with my bonus balance?
When selecting a bonus, you will see both real funds and bonus balance.
However, please note that real funds will be used first to make bets,
winnings from your real funds will be added to bonus balance automatically
so you can complete the wagering requirement of the selected bonus.
Bonus and Promotions
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1. What are the Wagering Requirements?
The Wagering Requirement is an amount of Bonus Money you have to bet to
release your bonus and convert it to Real Money. For example: - You claim
100 bonus with x20 wagering requirement. That means, that you have 100 in
Bonus Money and you have to place bets on 2000 of Bonus Money total in order
to keep the bonus.
- You claim 500 bonus with x10 wagering requirement. That means, that you have 500 in Bonus Money and you have to place bets on 5000 of Bonus Money total in order to keep the bonus.
- You claim 500 bonus with x10 wagering requirement. That means, that you have 500 in Bonus Money and you have to place bets on 5000 of Bonus Money total in order to keep the bonus.
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2. What is the Maximum Conversion Amount?
The maximum conversion amount is the maximum amount of Real Money you can
get by completing the wagering requirements of your bonus. Converted Bonus
Money can be used to play on but you may not withdraw over the Maximum
Conversion Rate.
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3. How can I claim sign-up free spins?
Free sign-up bonuses are only available to customers from specific
countries, you can check them on the Bonus Terms page.
To claim a sign-up bonus, you need to enter a bonus code during the registration process and free spins will be added automatically.
To claim a sign-up bonus, you need to enter a bonus code during the registration process and free spins will be added automatically.
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4. What do I do if I forgot to enter a bonus code during the
registration?
>You can enter a bonus code in your profile under the “My Bonuses”
section. Please note, that sign-up bonus can be claimed on the same day you
made a registration.
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5. Why didn’t I receive a sign-up bonus?
This can happen for a number of reasons, for example, the most common of
which is your country is not eligible to claim a sign-up bonus.
Additionally, if you forgot to enter a bonus code during the registration or
entered a wrong or expired code.
Also, please note that each player can have only one sign-up bonus. If you claimed and used a sign-up bonus before, you cannot claim another one.
Also, please note that each player can have only one sign-up bonus. If you claimed and used a sign-up bonus before, you cannot claim another one.
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6. Why cannot I see my winnings from sign-up free spins in bonus
games?
Winnings from the free spins are added to your bonus balance only when all
free rounds are completed. Bonus money made during bonus free spins can be
wagered in any game with a bonus sign on it.
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7. How can I claim an exclusive bonus offer I received on email?
To get the offer you received via e-mail, please follow these steps:
- Activate the bonus by clicking the link in the e-mail you received;
- A new page with the description of the offer will be opened;
- Please make sure that you don't have any active bonus on your account;
- Proceed to deposit page, enter deposit amount and select bonus offer in section;
- Choose payment option and make a deposit.
After completing these steps, the bonus will be added to your account instantly.
- Activate the bonus by clicking the link in the e-mail you received;
- A new page with the description of the offer will be opened;
- Please make sure that you don't have any active bonus on your account;
- Proceed to deposit page, enter deposit amount and select bonus offer in section;
- Choose payment option and make a deposit.
After completing these steps, the bonus will be added to your account instantly.
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8. What games can I play if I have a bonus balance?
In order to see your bonus, please open any game with the BONUS sign under
the ‘Casino’ section. On mobile device please open any game with the BONUS
sign on it.
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9. Where can I check my active free spins?
Please click on the "My Bonuses" section (Gift Box sign) and you will see
available free spins. You may open the game just by clicking on the game
name.
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10. What is the maximum bet allowed playing with bonus balance?
Until the play-through requirements of the bonus funds have been met, the
maximum bet that can be placed is 5 EUR/USD/CAD/NZD/AUD, 25 PEN/BRL, 100
MXN, 200 UYU, 500 INR/ARS, 5000 CLP, 20000 COP (unless otherwise specified).
This includes double-up wagers after the game round has been completed, for
example, wagering winnings from X game round on red/black, and also in-game
bonus features that can be purchased. Games may block Your attempt to make a
higher bet in them.
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11. Why I don't see a bonus after I made a deposit?
In the rare event that the deposit bonus is not automatically granted after
making a qualifying deposit, please contact us before any bets are made, and
our support team will manually grant you the bonus.
Please note that our systems will not allow us to grant you the bonus if you place bets with your qualifying deposit before the bonus is manually granted.
Please note that our systems will not allow us to grant you the bonus if you place bets with your qualifying deposit before the bonus is manually granted.
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12. Where can I check remaining wagering requirement for my active
bonus?
You can follow your wagering requirements status by clicking on active bonus
on the "My Bonuses" section (Gift Box sign).
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13. Can I restore cancelled bonus?
Unfortunately, canceled or expired bonuses cannot be manually restored.
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14. Can I use multiple bonuses at the same time?
Only one bonus can be activated at any given time (you can only wager
towards one bonus at a time). You can claim additional no deposit offer and
it will be added to the list of your pending bonuses, however it can be
activated only when the active bonus wagering is completed. Please note that
multiple deposit bonuses cannot be taken simultaneously.
StreamBetz
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1. Are there any legal age or country restrictions at
StreamBetz?
Yes, there are. To play for real money, you must be aged at least 18 and
living in a country where it is legal to gamble. It is your responsibility
to follow the laws of your country or state before registering an
account.
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2. Are there any country restrictions from game providers?
Yes, due to the diversity of software providers represented at
StreamBetz, some of the game directories might not be
available to additional countries. You may find a list of game providers and
restricted countries on our Terms and Conditions paragraph 8.4.1.
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3. Which software providers do you use?
We offer online games from the most reputable providers in the industry. You
can browse through games from specific providers on the casino page. In
Games Section you can see a drop down menu with the providers available to
you.
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4. Can I use VPN to play or deposit?
Unfortunately, use of VPN is strictly forbidden on our website. You can find
more detailed information in our terms and conditions point 8.1
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5. Where can I find detailed instructions on how to play a game?
'Game Rules' for each game can be found when you open the game.
Responsible Gaming
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1. Can I set up gambling limits for my account?
You definitely, can. Please visit you Account page, section Responsible
Gambling -
My Settings. There you can choose between variety of limits that can be set up on your
account.
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2. Can I change or decrease my gambling limits?
You can change you limits at any time. If you wish to increase your limits,
it will be done right after new limit is selected. However if you decided to
decrease or remove your limits the effect will take place only after 24
hours (under the MGA license) or 7 days (under the GGL license) the changes
were made.
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3. What is the difference between Cool-off and Self-exclusion?
Cool-off option is not related to problem-gambling and will suit your needs
if you plan to take short break from playing with us up to 1 week.
Self-exclusion is to be selected when you decided to limit yourself from
gambling due to indications that you are at risk of gambling addiction or
are addicted to gambling. Please note that by selecting any of the options
above you will still be able to login to your account to check previous
gaming or playing history, however your account will be fully restricted
from making deposits or playing.
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4. Can I permanently close my account?
You can close your account permanently, however your account data will be
deleted only in accordance to our privacy policy.
If you wish to permanently close your account you can select account closure option in your Account section Responsible Gambling - Advanced mode or contact our customer support team via live chat or email support@streambetz.com
If you wish to permanently close your account you can select account closure option in your Account section Responsible Gambling - Advanced mode or contact our customer support team via live chat or email support@streambetz.com
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E-mail
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support@streambetz.com
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ID Verification
Upload documents
For any issues with ID documents or payment method verification, you can email to us by
kyc@streambetz.com
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Every now and then you may come across an icon that you’re unsure of. Not to worry, you can find out what my shapes, shortcuts and icons mean right here. Pretty cool aren’t they!