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FAQ (Go Back)

Find all the necessary information and answers to your questions here!!

Account Management

How do I register with betFIRST?

Registering is free so don't wait. It also couldn't be simpler: click on the 'Register' tab on the top right of the home page and fill in the form. Finish your registration by clicking on 'Create my account'.

Can I create several betFIRST accounts?

Players are only allowed one betFIRST account. The creation and use of several accounts is in violation of our general conditions and could lead to the suspension or closure of the accounts in question.

What do I do if I forget my username or password?

If you've forgotten your password, click on 'Forgot password?' on the top right of the home page and fill in the form. You will receive an email with a link that will automatically direct you to where you can reset your password.

Can I use my email to log in?

Yes. Logging into your betFIRST account can now be done by using either your email address or username.You can only use the email address associated with your account - all other email addresses will not be recognised.

How can I change my password?

At betFIRST, we value the security of our customers more than anything. To protect your data, we therefore encourage you to change your password on a regular basis. In this respect, we advise you to do so every 6 months by automatically triggering a custom Change Password pop up upon login. All you have to do is fill out the form accordingly to generate your new password. Please consider that you're not forced to create a new one as you can carry on accessing your account by clicking on the Continue without changing your password link.

You can also edit your password at any time by accessing the Change Password section located in the My Account tab of the Cashier. You must enter your actual password and then the new one twice in order to change it.

How can I enable the Digicode feature to log in faster to my account?

The Digicode feature allows you log in to your account by simply entering your unique 4-digit code. This very secure option is available on mobile and tablet devices only. It can be enabled and disabled at any time.

In order to make use of it, you simply need to follow the below steps:

  • Access the Settings section of the Hamburger Menu or the My Account Menu.
  • Toggle the Digicode button on
  • Set up and confirm your 4-digit code
  • Login with your 4-digit code upon your next visit

How do I upload my personal documents?

First of all, please consider that all players must send their ID before withdrawing any money from their account. To upload your documents, please go to the cashier and then click on the My Account tab and then on the Document sender one. Follow the instructions written on the screen, upload the copies of your documents by clicking on the corresponding icon and then press SEND. Please consider that you must send both front and back of your ID. Failure of doing so will force our agents to label your account as not certified yet which will prevent you from withdrawing.

How do I transfer money between my betFIRST accounts?

You can transfer cash between your betFIRST Casino and betFIRST Casino accounts via the Cashier under the Transfer section. Simply enter the amount that you wish to transfer and click to confirm.

How do I set up Reality Check alerts to my account?

To help you manage the amount of time you spend playing, you can set up a Reality Check alert. To take advantage of the Reality Check tool please follow these steps:

  • Log in to your betFIRST account
  • Access the Responsible Gambling section of the cashier
  • Select the Reality Check tab
  • Choose the product you want to set your own alert on
  • Edit your settings to establish the time period
  • Enter your password to save the changes

Once set, a pop-up alert will be displayed as a reminder that you have been logged into your account for the specified period of time. If you choose to remain logged-in then you will receive another alert after the same length of time so that you can keep track of your total time spent playing The Reality Check time starts when you log in. If you make any changes to this, the new setting will only take effect the next time you log in. If you wish to receive the alerts more often, then any changes will be applied straight away, but if you wish to receive the alerts less often you will need to wait 24 hours before this is applied. Please consider that the default time period set to your account is 60 minutes as per the local regulation.

How can I get self-excluded?

If you feel you are at risk of developing a gambling problem or believe you currently have a gambling problem, you can decide to self-exclude for a specified period of 24 hours, 7 days, 1 month, 6 months or permanently. To take advantage of the Self Exclusion tool please follow these steps:

  • Log in to your betFIRST account
  • Access the Responsible Gambling section of the cashier
  • Select the Self-Exclusion tab
  • Choose the product you want to set your own self-exclude on
  • Edit your settings to establish the time period
  • Enter your password to save the changes

During a period of Self-Exclusion, you will not be able to use your account for betting and gaming, although you will still be able to login and withdraw any remaining balance. It will not be possible to re-open your account for any reason, and betFIRST will do all it can to detect and close any new accounts you may open. Whilst we will remove you from our marketing databases, we also suggest that you remove betFIRST from your notifications and switch off your custom inbox.

How do I check my gaming history?

In order to have a clear and detailed overview of the games you played, you can visit the Gaming History section at any time. All you have to do is select the Gaming History section tab from the My Account drop down. In this section, you are able to choose the time period of your choice to review all your spins per game and per day.

How do I open a Cash Card account?

You can open a Cash Card account at any time even though you already registered on betFIRST. All you have to do is to go to one of our numerous shops up and down the country and fill out the Cash Card registration form. betFIRST’s Cash Card makes betting easier, faster and more practical. You can credit cash to your Cash Card at the shop till to place bets on betFIRST from both desktop and mobile. Once your account is created, you are then being given the chance to play either with your online account or your Cash Card upon login. You are completely free to choose the account you want to use. You can then decide to switch from one account to another whenever you want to. However, you are not allowed to make any transfers between the two. To find all the details regarding Cash Card, please visit our dedicated section (https://betfirstcasino.be/en/cashcard).

How can I take a break?

If you feel like taking a break from playing on our site, you can decide to do so for a specified period of 24 hours, 48 hours, 7 days, 14 days, 30 days. To take advantage of the Take a Break tool please follow these steps:

  • Log in to your betFIRST account
  • Access the Responsible Gambling section of the cashier
  • Select the Take a Break tab
  • Choose the product you want to take a break from
  • Edit your settings to establish the time period
  • Enter your password to save the changes

During a cooling-off period you will not be able to use your account for betting and gaming, although you will still be able to login and withdraw any remaining balance. It will not be possible to reactivate your account until your chosen period has ended either. However, once the Take a Break period is over, you will be able to access your account and play again.

Whilst we will remove you from our marketing databases, we also suggest that you remove betFIRST from your notifications and switch off your custom inbox.

How can I close my account?

If you want to stop playing with us, you can decide to close your account. Alternatively, you can also to decide Take a Break for a few days/weeks or if you feel you are at risk of developing a gambling problem or believe you currently have a gambling problem you can decide to get self-excluded. To take advantage of the Account Closure tool please follow these steps:

  • Log in to your betFIRST account
  • Access the My Account section of the cashier
  • Select the Account Closure tab
  • Mention the reason why you want to close your account
  • Enter your password to save the changes

Once your account is closed, you will be able to withdraw any remaining balance you may have. However you will be able to do so only and only if your account has been verified in the first place. Please consider that you will no longer be able to deposit funds or play in any of our products.

Should you wish to re-open your account, you can do so at any time by contacting our customer support team.

Whilst we will remove you from our marketing databases, we also suggest that you remove betFIRST from your notifications and switch off your custom inbox.

Deposits and Withdrawals

How do I make a deposit?

You can deposit money easily and in complete security. Log in to the site and click on 'Deposit' on the top right. You'll find the various payment methods we offer.

What is an IBAN and where can I obtain one?

An IBAN code is an International Bank Account Number and is used to identify international bank accounts. It is a unique standard international code which facilitates any operation from abroad. It ensures the security of your international payments. You will find your IBAN number on your bank details (RIB). It is made up of 27 characters (including 2 letters at the beginning), and includes the RIB, a two letter country code (BE for Belgium) and a 2 figure check digit.

How do I cancel a withdrawal request and return the funds to my player account?

A withdrawal request can be cancelled, and you can return the funds to your account to keep playing. To cancel a withdrawal, you should contact customer service via email, telephone or chat as soon as possible.

Can I make a deposit using my bank card?

Yes, it is possible to make a deposit with your bank card on our website. This can be done using our electronic wallets: Bancontact, Checkout and Hipay.

Why can I no longer use my credit card to deposit money in my account?

First please check that the card number and the security code (3 numbers on the back) have been entered correctly. Please also ensure that the Start and End dates are correct. We also advise you to contact your bank and check that your card is not subject to any restrictions. If the problem continues, please contact Customer Service.

Can I make a deposit via bank transfer?

Yes, it is possible to make a deposit via bank transfer on our website. You should however be able to provide proof of payment to our customer service team for it to be validated.

What is a BIC/SWIFT and where can I obtain one?

A BIC code is the Bank Identifier Code and is a unique identifier for your bank. It is regulated by the company SWIFT (Society for Worldwide Interbank Financial Telecommunication). It is used to instantly identify your bank and to transfer funds to it. You can find your BIC code on your bank statement and it is made up of 8-11 characters.

How do I make a withdrawal?

Head to the Cashier section in your account and then to the Withdraw section. Enter your bank details and confirm your request. Your withdrawal request will be processed by our payment agent as quickly as possible.

Please note that this process could take several days if the player account requires verification.

What are the withdrawal methods available?

Depending on your payment preference, there are 9 options to choose from when making withdrawal requests. All players can use bank transfer. In order to ensure that a proper and secure withdrawal is effectuated, please make sure that the card you are using is the same as the card registered on your player account.
For those using Paypal to make deposits on the site, it is also possible to make a withdrawal via their Paypal account.
Similarly, for Skrill users, both deposits and withdrawals can be made via their Skrill account.
Similarly, for NETELLER users, both deposits and withdrawals can be made via their NETELLER account.
Similarly, for Paysafe users, both deposits and withdrawals can be made via their Paysafe account.
Similarly, for Checkout users, both deposits and withdrawals can be made via their Checkout account.
Similarly, for MuchBetter users, both deposits and withdrawals can be made via their MuchBetter account.
Similarly, for CASHlib users, both deposits and withdrawals can be made via their CASHlib account.
Similarly, for Trustly users, both deposits and withdrawals can be made via their Trustly account

Where can I check the deposits and withdrawals I made?

In order to have a clear and detailed overview of the financial transactions you made since you registered on betFIRST, you can visit our History section which is split into four subsections (Requested Withdrawals, Validated Withdrawals, Deposits Made & Transfers Made). All you have to do is access the cashier and the select the History section or the subsection you’re interested in. In each subsection, you are able to choose the time period of your choice to review all your deposits, withdrawals and transfers. This way, you can easily find the amount and the ID of each transaction as well as the payment method you used.

How can I set up my own deposit limits?

At betFIRST, we want to give you as much help as possible to manage your gambling activity responsibly which is why we offer restriction features to help you stay safe whilst you’re playing.

You can use these tools for any (and all) of our products and set your own deposit 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 limits. By doing this, you can avoid spending excessive amounts of 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 bet on our website.

Establish deposit limits to keep track of how much you spend

Take back control of your gameplay - and money - by setting your own limits on deposit amounts so that you can remain in control of how much money enters your account. You can choose to set these amounts on a daily, weekly or monthly basis. To take advantage of the Deposit Limits tool please follow these steps:

  • Log in to your betFIRST account
  • Access the Responsible Gambling section of the cashier
  • Select the My Limits tab
  • Choose the product you want to set your own limit on
  • Edit your settings to establish the time period and deposit limit
  • Enter your password to save the changes

Please consider that limits can be decreased or increased at any time.

In accordance with the Belgian regulation, when you first set up your own limit the limit becomes active instantly. Should you decrease your limit, the new limit will become active in 72 hours upon request. Should you increase your limit, the new limit will become active immediately.

As per the local legislation, all players who register an account from the 1st of March 2020 cannot deposit more than €500 per week.

Why do I need to go through an extra step of authentication when i deposit with my debit card?

From January 1, 2021, a new piece of EU legislation - the Payment Services Directive (PSD2) - requires that all online payments within the EU go through an extra step of authentication. What does this mean for me? Whether you're making a purchase using your computer, mobile phone, or other digital devices, you may be guided through an additional security check to verify your identity. This will help your bank/card issuer know it's really you making that purchase and protect you against fraud. When it comes to card purchases specifically, whenever you're making a deposit with your card, you'll need to authenticate your transaction before it can be approved. While you're usually redirected to your card provider's website to authenticate your transaction, the system used will depend on your bank/financial institution. You might need to input a one-time passcode you'll receive via SMS or email, confirm the transaction through your mobile app, or even by using your biometrics (fingerprint or through facial recognition). In fact, if you usually make your online purchases using your Visa or Mastercard, you might already have experienced 3D secure authentication systems such as 'Visa Secure' or 'Mastercard ID check'. If you’re unsure about the specific authentication method your card issuer is using, get in touch with them by calling the phone number on the back of your card or getting in touch through their app or website.

Technical Problems

What do I do if there's a technical problem with the site?

We do everything possible to ensure that the site is functioning correctly at all times. However, certain elements may be interrupted from time to time. Please be patient and try refreshing your browser. You can also contact our Customer Service, which are available 7 days a week for any questions you might have.

Marketing

How do I receive/stop receiving the newsletter?

To receive the newsletter, you just need to be registered with a valid email address. To unsubscribe to the newsletter, send us an email or click on the unsubscribe link found in the newsletter.

How can I enable Push Notifications?

If you are yet to receive custom Push Notifications, all you have to do is to give your consent on the opt-in prompt pop up which is triggered upon login.

Please consider that the prompt pop up is not always automatically triggered for your convenience. Therefore, you may have to enable it by opting in to that service through the settings of your browser or App.

I receive betFIRST emails in my spam folder. How can I get them sent to my inbox?

The number of legitimate emails from betFIRST being automatically deleted or redirected to SPAM or BULK folders is steadily increasing due to new anti-spam filters implemented by software and service providers.

On this link are some simple steps for you to follow to ensure that our emails are delivered correctly to your INBOX, including adding betFIRST to your safe list or permitted sender list on your email service provider or anti-spam software.

How do I manage my marketing preferences?

TAs per the GDPR guidelines, you are entitled to review and edit your marketing preferences at any time. All you have to do is to:

  • Go to the my Account section of the Cashier
  • Select the Preferences tab
  • Edit your consent per channel of communication

You can for instance decide to receive marketing emails from us and to stop receiving marketing SMS from us.

How do I access my Inbox?

In order to keep yourself up-to-date, you must keep an eye on your Inbox. This way, you can be informed of all the latest features and information related to your account. All you have to do is to click on the Post icon located in the bottom right corner on desktop and in the Hamburger Menu on mobile devices.

You are always notified about new messages as the Post icon shows you the number of unread messages you have in your inbox.

If you wish to disable this feature, you can simply switch it off at any time by turning off the switcher button located at the top of the Inbox.

Features

How often does the jackpot amount get updated on the game previews?

The jackpot amount displayed on the game previews of each and every game supporting this feature gets updated 30 minutes. Therefore, it might happen that the jackpot amount does not fully match the amount you can actually win.

How do I take part in a tournament?

You can take part in any available tournaments so long as you opt-in. All you have to do is click on the Opt-In button in order to pay the buy-in contribution (amount to pay is unique per tournament).

Upon confirmation, your balance gets deducted accordingly and your participation stored. You can then easily find the tournaments you opted-in to under the custom My Tournaments tab which is located on the main Tournaments page.

Can I opt-in after the tournament has started?

You have full control which means that you’re completely free to opt-in to a tournament which has already started.

Can I take part in multiple tournaments at the same time?

Yes, you can opt-in to as many tournaments as you wish. It is important for you to keep in mind that if a game is eligible for various ongoing tournaments, the points you earn will be attributed to the first tournament you joined.

Example: You decide to opt-in to tournament “Dice Slot Megaways” on the 17th of February at 2:00pm (start date: 19th of February at 10:00am) and you then decide to opt-in to tournament “Dice Slot” on the 17th of February at 3:00pm (start date: 18th of February at 5:00pm). All points you collect on Aztec Gold Megaways Dice, which is eligible for both tournaments, will be assigned to tournament “Dice Slot Megaways”.

Can I take part in a tournament while using my Cash Card account?

Yes, you can take part in a tournament with your Cash Card or Online account. Please note that the buy-in contribution (as well as the rebuy and rebuy extra time contributions if available) will be deducted from the account you use to opt-in to the tournament. Possible cash prizes will be credited to the same account.

It is worth mentioning that you’re not obliged to opt-in to the same tournament with both accounts. This means that if you decide to opt-in to tournament “Dice Games 42” with your Online account, you are also allowed to take part in this tournament with your Cash Card account, and vice versa.

How do I earn points during a tournament?

Before you opt-in to any tournament, we strongly advise you to carefully go through the rules attached to that specific tournament to know the way points are calculated

We support three different methods of point calculation. You can find which method is being used on the General tab of each individual tournament:

- Sum of Bets

- Net Winnings

- Highest Single Win

Sum of Bets

The more your bet, the more points you collect!

Example: If the conversion is €1 = 1 point, and all the bets you make during the tournament period are worth €500, you earn 500 points in total.

Net Winnings

The more you win, the more points you collect!

Example: If the conversion is €1 = 1 point, and all the winnings you accumulate during the tournament period are worth €1,000 after betting for a cumulative stake of €200, you earn 800 points in total.

Highest Single Win

The higher your biggest single win, the more points you collect!

Example: If the conversion is €1 = 1 point, and your highest winnings in one single round during the tournament is €2,000, you get 2,000 points in total. Your point total is only replaced and updated if you reach a higher win during the tournament.

Why are my points not calculated?

There are a few reasons why points are not calculated:

- The game your playing is not one of the include games.

- The game your playing is eligible on multiple tournaments, and you opted-in to one of the other tournaments before. In this case your points will be added on that tournament.

- Your game round has not finished yet.

- Your game round finished after the tournament has ended.

Please note that only game rounds that finish before the end of the tournament are taken into consideration.

Example: The tournament “GOLD” ends at 10:00pm. If the round finishes at 10:01pm even though it started at 9:59pm is not calculated towards the points you accumulated for this tournament.

Where can I see the list of eligible games for a specific tournament?

You can find a list of all eligible games for every tournament by selecting the Included Games tab which is located on the tournament page you wish to take part in.

How often do the tournament rankings get updated?

The ranking is updated in real time for all tournaments.

What is the rebuy option?

The rebuy option is an additional option available on some tournaments.

It might happen that you run out of money while the tournament is still underway. If this occurs and a rebuy option is available, you can still continue taking part.

To do so, go to the tournament page and click on the rebuy button. You will be asked to pay the rebuy contribution. Upon confirmation, you will then be able to earn more points!

Please note that the rebuy option becomes visible only if you have no money left in your balance.

You can use the rebuy option up to a maximum number of times and you can earn a maximum number of points. Both are defined per tournament. The maximum number of points is the total points you can earn in all rebuys, not per rebuy.

You can find the rebuy information on the General tab which is located on the tournament page. If no information is displayed, this option is not available.

What is the rebuy extra time option?

The rebuy extra time option is an additional option available on some tournaments.

This option allows you to extend the duration of the tournament by purchasing extra time. You can do so by clicking on the rebuy extra time button on the tournament page, and confirming the rebuy extra time contribution.

Upon confirmation, the end time of the tournament will get updated automatically to allow you to earn points for a longer period of time!

Please note that the rebuy extra time option is active only one hour before the tournament is meant to end.

You can earn a maximum amount of points during the extra time. This is defined per tournament.

You can find the rebuy extra time information on the General tab which is located on the tournament page. If no information is displayed, this option is not available.

What is the difference between a fixed prize pool and a progressive prize pool?

Each tournament gets assigned a unique prize pool. You can find this information under the General tab of the tournament page.

Whilst the prizes in a fixed prize pool are set for the duration of the tournament, progressive prize pools can increase! The prizes displayed at the start of a progressive tournament are the guaranteed prizes.

Progressive prize pools increase each time a new player decides to opt-in to the tournament, or to make use of the rebuy and/or the rebuy extra time options. A percentage of all the paid contributions gets automatically added to the prize pool. The exact percentage is defined per progressive tournament and can be found on the rules page of each tournament with a progressive prize pool.

How often do progressive prize pools get updated?

Progressive prize pools and the prizes you can win are updated every 30 minutes.

When do I receive the tournament prizes?

You will receive your prize within an hour after the end of the tournament. The amount will be added to your account automatically after you receive a confirmation email stating how much you’ve won.

Please consider that for the tournaments supporting the extra time option, the prizes will get attributed within an hour after the end of the extra time period.

What is the Addon option?

The addon option is an additional option available on some tournaments.

The addon option allows you to receive extra points on a tournament as soon as you opt-in to the tournament and meet the conditions. If you can receive extra points on a tournament, the addon field will be visible on the General tab.

To receive the extra points you must meet the conditions. These are always the same: you must opt-in to the tournament(s) displayed in the pop-up you trigger by clicking on the information icon in the addon field.

Once your participation to all the eligible tournaments is confirmed, the extra points will be added automatically!

How long can I check previous tournaments?

You can have a look at the tournaments you took part in by accessing the My Tournaments tab which is located on the main Tournaments page.

You can then access the tournaments that ended in the past 15 days by simply selecting Previous from the switcher button.

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