HELP / Betaces.co
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Find help with your account, wagering, payments, verification, Bet Slip, responsible gambling and using Betaces.co.
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01 / GETTING STARTED
Getting Started
Opening an account, verifying it, and finding your way around Betaces.co.
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Select JOIN NOW, then complete the four sections of the registration form: personal details, residential address, account security and agreements. You must be 18 or over and an Australian resident. We ask for your date of birth because Australian law requires us to confirm your age before you can wager.
- Enter your email address, name, title, mobile number and date of birth.
- Add your residential address — a PO box cannot be used for verification.
- Choose a username and a password of at least 10 characters.
- Set an optional daily deposit limit, then accept the Terms, Privacy Policy and Cookie Policy.
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Every licensed Australian wagering provider must confirm who you are before you place a bet. Verification protects your account from being used by someone else and keeps us compliant with anti-money-laundering law. Most accounts verify electronically in a few seconds from the details you have already given us.
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An electronic check usually completes immediately. If it cannot, we will ask for a document — an Australian driver licence, passport or Medicare card. Documents are reviewed by our team, normally within one business day.
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A verified account, a deposit made from a payment method in your own name, and a deposit limit you are comfortable with. We recommend setting the limit before you deposit rather than after.
02 / MY ACCOUNT
My Account
Help with account access, personal details, security and account settings.
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Select LOG IN, then enter the email address you registered with and your password. If you have two-step verification switched on, we will also send a code to your mobile.
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Use the Forgot password? option on the Log In screen and enter your registered email address. We send a reset link that stays valid for one hour. For your protection, we give the same confirmation message whether or not the address is registered.
- Select Forgot password? on the Log In screen.
- Enter the email address associated with your Betaces.co account.
- Follow the instructions in the email to choose a new password.
- If you still cannot get in, contact support with your account ID.
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Name and date of birth are fixed once an account is verified, because they are the details we verified you against. Email address, mobile number and residential address can be updated from your account settings; changing an address may trigger a fresh verification check.
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Accounts are restricted for a small number of reasons: an incomplete verification, a self-exclusion or take-a-break period you set, a deposit limit that has been reached, or a compliance review. The restriction notice in your account says which one applies, and support can explain it in full.
03 / VERIFICATION
Verification
Proving your identity, and what to do when an automatic check does not pass.
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An Australian driver licence, an Australian or foreign passport, or a Medicare card combined with one other form of identification. The name and date of birth on the document must match the details on your account exactly.
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The most common cause is a small mismatch — a middle name that is on the licence but not on the account, or an address that has changed. Correct the detail in your account and try again; if it still fails, send a photo of the document to support and we will verify it manually.
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Documents are encrypted in transit and at rest, are visible only to the verification team, and are destroyed once the retention period required by law has passed. They are never used for marketing.
04 / DEPOSITS & PAYMENTS
Deposits & Payments
Funding your account, accepted methods, and the rules that apply in Australia.
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Visa and Mastercard debit cards, Apple Pay, Google Pay and PayPal. Credit cards cannot be used for online wagering in Australia — that is a legal restriction, not a Betaces.co policy.
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Usually because the card is a credit card, the payment method is not in your own name, or your deposit limit for the current period has already been reached. Your account activity shows which of the three applied.
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Card, Apple Pay and Google Pay deposits appear immediately. PayPal deposits usually appear within a minute. If a deposit has not appeared after fifteen minutes, contact support with the transaction reference.
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No. A deposit limit is a hard cap for the period you chose. Decreases apply immediately; an increase only takes effect after a waiting period, so a limit cannot be lifted in the moment.
05 / SPORTS BETTING
Sports Betting
Markets, prices and how a sports wager is settled.
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Prices are decimal odds. Multiply your stake by the price to see the total return, including the stake — a $20 wager at 1.62 returns $32.40 if it wins. The Bet Slip shows the calculation before you confirm anything.
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As soon as the official result is available, usually within minutes of the event finishing. Where a governing body corrects a result, the correction applies and any adjustment is explained in your account activity.
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Pre-match wagers on an event postponed beyond the period stated in the Terms are voided and the stake returned in full. If the event is rescheduled inside that period, wagers stand.
06 / RACING
Racing
Thoroughbred, greyhound and harness racing, fields and scratchings.
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A Win wager pays only if your runner finishes first. A Place wager pays if it finishes inside the placings for that race — normally the first three, or the first two in a field of fewer than eight runners.
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A scratched runner means the wager on it is voided and the stake returned. Deductions may apply to fixed-odds wagers on other runners in the same race, as set out in the Terms.
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Fields, scratchings and jump counters update as the meeting runs. The countdown next to each race is the time to the scheduled jump, not an estimate.
07 / SHOWDOWN
Showdown
The separate Showdown account and the controls that come with it.
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No. Showdown is a separate product with its own account, balance, deposit limits and self-exclusion settings. Funds in your Sports and Racing account cannot be used for Showdown, and the reverse is also true.
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They do not. Each account carries its own limits, and you must set the Showdown limits before you can place a Showdown wager.
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A self-exclusion you set inside one account covers that account. Registering with BetStop covers every licensed online wagering provider in Australia, including both of your Betaces.co accounts.
08 / BET SLIP
Bet Slip
Adding selections, entering a stake and confirming a wager.
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Select the odds button for the outcome you want. It highlights and appears in the Bet Slip on the right of the screen, or in the slip drawer on a phone. Nothing is placed until you enter a stake and confirm.
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Prices move up to the moment a wager is accepted. When a price changes while a selection is in your slip, the slip tells you and asks you to confirm the new price before it accepts the wager.
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Yes — use Remove on the selection, at any time before you confirm. Clearing the slip does not affect wagers you have already placed.
09 / TRANSACTIONS & WITHDRAWALS
Transactions & Withdrawals
Getting your money out, timeframes and account activity.
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Withdrawals go back to the payment method you deposited from, in your own name. Request one from your account; we process requests on business days, and the funds usually reach a bank account within one to three business days.
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The minimum is $10. There is no fee from Betaces.co, though your bank may apply its own charges to an international transfer.
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Account activity lists every deposit, wager, settlement and withdrawal with a reference number. You can also request an activity statement for a period, which we send to your registered email address.
10 / PROMOTIONS
Promotions
What we can and cannot offer under Australian advertising rules.
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No. Australian law prohibits licensed wagering providers from offering or advertising inducements to open an account, including sign-up bonuses, free bets and referral credit.
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Any offer available to existing customers is shown inside your account with its full conditions. We do not send gambling inducements to customers who have set a deposit limit change, taken a break or self-excluded.
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Turn off marketing in your account settings, or use the unsubscribe link in any email. Service messages about your account, verification and transactions continue, because they are not marketing.
11 / RESPONSIBLE GAMBLING
Responsible Gambling
Deposit limits, breaks, self-exclusion and where to find free support.
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Open Deposit Limits, choose a daily, weekly or monthly cycle and enter the amount. A decrease applies straight away. An increase takes effect only after a waiting period, so the limit cannot be raised in the heat of the moment.
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Take a Break closes access to your account for a period you choose, from one day to several months. During that period you cannot deposit or wager, and the break cannot be cancelled early.
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BetStop is the national self-exclusion register for Australia. Registering once excludes you from every licensed online wagering provider in the country, and providers must not send you marketing while you are registered.
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Gambling Help Online is free, confidential and available 24 hours a day on 1800 858 858, by web chat or by email. Support is also available for family and friends of someone who is gambling.
12 / TECHNICAL HELP
Technical Help
When the site does not behave, and what to send us so we can fix it.
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Refresh the page, then clear the site's cached data in your browser. Betaces.co supports the current and previous versions of Chrome, Safari, Firefox and Edge. If a problem persists, tell us the browser, the device and the time it happened.
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Check account activity before trying again. Every accepted wager has a reference number; if there is no reference, the wager was not accepted and no funds have left your balance.
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The site is built to work on a phone browser without a separate download. You can add it to your home screen from the browser menu for one-tap access.
13 / CONTACT & COMPLAINTS
Contact & Complaints
How to reach us, and how a complaint is handled.
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Use the contact form, which routes your message to the right team and gives you a reference number, or email support@betaces.co. Include your account ID if the enquiry is about your account.
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Send the complaint through the contact form under Wagering disputes. We acknowledge complaints within one business day and aim to resolve them within ten. You will receive our decision, and the reasons for it, in writing.
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You can escalate the matter to Liquor & Gaming NSW, the regulator that licenses this service. We will give you the reference number and the correspondence you need to do so.
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04 / COMPLIANCE
Stay in control.
RESPONSIBLE WAGERING
Wagering should remain a conscious form of entertainment. Use our range of customizable, mandatory regulatory tools to maintain clear boundaries.
