How to Reach Us
BetScore offers two direct support channels - live chat for real-time assistance and email for less urgent queries. VIP players at all levels have 24/7 access to live chat.
Live Chat
The fastest way to reach the support team. Click the chat icon on the BetScore website to start a conversation. Average first response time is under 2 minutes.
- Real-time responses from support agents
- 24/7 availability for VIP players
- Instant account, payment, and bonus assistance
Email Support
For less time-sensitive issues or when you need to provide documentation, email support is available. Responses are typically provided within 24 hours on business days.
- Best for document submissions and formal queries
- Include your registered email and account details
- Typical response time: within 24 hours
VIP Support Perks
All VIP levels at BetScore receive priority access to 24/7 live chat support. The higher your VIP tier, the more personalised your support experience. VIP level 3 and above may be assigned a dedicated support contact for complex account and payment matters.
What the Support Team Can Help With
Account Access
Login issues, forgotten passwords, locked accounts, and two-factor authentication setup.
Deposits & Withdrawals
Failed transactions, pending withdrawals, payment method issues, and currency queries.
Bonuses & Promotions
Bonus not credited, wagering requirements, promo eligibility, and free spin issues.
KYC & Verification
Document submission, verification status, identity queries, and account restriction matters.
Games & Technical
Game crashes, disconnections during play, game history queries, and browser compatibility.
Responsible Gambling
Setting deposit limits, session reminders, cooling-off periods, and self-exclusion requests.
Frequently Asked Questions
Account
How do I reset my password?
Click "Forgot your password?" on the login screen. Enter your registered email address and a reset link will be sent to you within a few minutes. Follow the link in the email to create a new password. If you do not receive the email, check your spam folder or contact support via live chat.
My account has been restricted. What should I do?
Account restrictions can occur for a variety of reasons including failed KYC, suspected fraudulent activity, bonus abuse, or a self-requested restriction. Contact the support team via live chat or email with your account details, and an agent will explain the reason and the steps needed to restore full access.
How do I verify my account?
Log in to your account and navigate to Settings - Account Verification. Upload a valid government-issued photo ID and proof of address (a utility bill or bank statement dated within the last 3 months). Payment method verification may also be required. The review team processes submissions typically within 24 to 72 hours.
Can I change my registered email address?
Email address changes require identity verification. Contact the support team with proof of identity and the new email address you wish to use. The change will be processed by the account team after confirmation.
Bonuses
Why has my bonus not appeared in my account?
Bonuses are usually credited within minutes of a qualifying deposit. If your bonus has not appeared after 30 minutes, first check that your deposit met the minimum bonus requirement (EUR 20 for most offers) and that you opted in if required. Contact live chat with your deposit details for manual crediting if needed.
What happens if I exceed the EUR 5 max bet rule while a bonus is active?
Betting above EUR 5 per round while an active bonus is in your account may result in the bonus being voided and any winnings generated from that bet being removed. The EUR 5 maximum applies to any single bet, spin, or round while a casino bonus balance is present.
Can I cancel a bonus?
Yes - you can decline or cancel an active bonus from within your account settings, or contact support and request manual removal. Note that cancelling a bonus may forfeit any winnings generated using that bonus balance if the wagering requirement has not yet been completed.
Payments
How long do withdrawals take?
Withdrawal processing times depend on the payment method. Crypto withdrawals are typically the fastest, often processed within a few hours once your KYC is complete. Card and e-wallet withdrawals may take up to 72 hours. Make sure your KYC verification is complete to avoid delays.
My withdrawal has been pending for more than 72 hours. What do I do?
Contact the support team via live chat with your withdrawal reference number. Common reasons for extended pending times include incomplete KYC, an active bonus with outstanding wagering requirements, or payment method-specific processing delays. An agent will investigate and update you promptly.
My deposit has not shown up in my casino account. What should I do?
Most deposits arrive instantly or within a few minutes. If yours has not appeared after 30 minutes, contact support with your transaction ID or bank reference number. Do not initiate a chargeback without contacting support first, as this can result in account suspension.
Technical
A game disconnected mid-round. Has my bet been counted?
Games are managed server-side, meaning the outcome of a round is determined independently of your connection. If you experience a disconnection, log back in and check your game history. The round result will be recorded there. If you believe a round result is missing, contact support with the date, time, and game name.
Which browsers are recommended for BetScore?
BetScore works best on up-to-date versions of Google Chrome, Mozilla Firefox, Microsoft Edge, and Safari. For mobile play, use the latest version of Safari on iOS or Chrome on Android. Disable any browser extensions that interfere with JavaScript, as these can cause game loading issues.
Responsible Gambling Support
If you need to set limits, take a break, or self-exclude from the platform, the support team can action any request immediately. You can also configure deposit limits, session time alerts, and cooling-off periods from within your account settings. Visit our Responsible Gambling page for full details and external support resources.
Responsible Gambling Resources