Frequently Asked Questions
I want to play with Betinia. What should I do?
Our casino provides you with the opportunity to play lots of exciting games, both in free demo mode and using real money. To play using real money, you need to complete a quick registration process and make a deposit. Registration only takes a few minutes. Just tap the Register button, enter your username, password and a valid email address. Read the Terms and Conditions and check the appropriate box. Complete your registration by filling out the contact information and tapping the Register button. Congratulations! You have successfully registered for Betinia!
I want to close my account. What should I do?
To deactivate your account, please contact Customer Support via email at support@on.betinia.com or Live Chat.
What currencies can I use on Betinia?
You can only deposit, play with and withdraw on our platforms using Canadian Dollar (CAD) .
I want to top up my balance. What should I do?
There are two ways: either by tapping Deposit on the main page or in My Wallet. After that, you may select your preferred payment method, fill out the required fields, specify the deposit amount, and click Deposit. Once completed, the deposit will instantly appear in your balance. Please contact Customer Support if the funds are not immediately shown in your balance.
How can I withdraw my funds?
In order to withdraw your funds, go to the Withdrawal tab. Choose your preferred payment system, fill out the required fields, specify the withdrawal amount, and click Withdraw.
I forgot my password. What should I do?
You can use the password recovery function.
- a) Click the Log In button and then Forgot Password.
- b) Enter the email address you provided during your registration and select Reset Password.
- c) We will send you an email with a link to reset your login details.
- d) Click the link and enter your password twice in the newly opened window.
- e) Click Save Changes to save your new login details.
My games are not loading. What should I do?
If you are having problems loading a game, we recommend that you refresh the page and attempt to reload the game. If this action does not solve your problem, please try the following:
- a) Try loading using a different browser.
- b) Clear your browser cache and cookies.
- c) Deactivate your antivirus protection.
- d) Disable any VPNs.
- e) Disable any ad-blocking programs.
- f) If the problem persists, please contact our Customer Support team via Live Chat.
How can I clear my browser cache?
Please click this link in order to learn how to clear cache and cookies.
I have not found the answer to my question here. What should I do?
Please contact Customer Support via Live Chat or email support@on.betinia.com. They are happy to help.
What is the difference between Identity and Profile Verification?
- Identity verification requires valid identity documents and proof of address.
- Profile verification may require additional documents, such as credit/debit card images, e-wallet ownership proof, and transaction history of the payment methods, as well as Source of Funds (SOF) and Source of Wealth (SOW).
Before any transactions, such as deposits, wagers, or withdrawals, your identity must be verified. We use a trusted third party to check your credit file, which must be at least three years old, sourced from multiple providers, and match the name, address, and date of birth on your account.
If this check fails, we’ll verify your identity using either a government-issued photo ID or a dual-process method. This involves documents confirming your name, date of birth, address, and a financial account.
How long does account verification take?
Once we receive all the requested documents in full, account verification is typically completed within 24 to 48 hours. However, depending on the complexity of the review, or if additional checks are required, it may take longer. If any further information is needed, we will contact you promptly to avoid unnecessary delays.
Can deposits, bets and withdrawals be delayed or blocked if verification is not completed?
Yes. If your account verification is not completed, restrictions may be applied in accordance with regulatory requirements. These can include blocking or delaying deposits, withdrawals, and also betting activity.
You will be notified if verification is required, typically through a pop-up notification on the platform or via email. To avoid any interruptions, we recommend completing the verification process promptly once requested.
What documents are required for account verification?
We may request the following documents to verify your identity and source of funds:
- a) Valid identity card.
- b) Proof of residence.
- c) Proof of ownership of payment methods.
- d) Transaction history (bank/e-wallet/credit card statements).
Note: This list is not exhaustive and may vary.
What if I don’t have the required documents?
Please contact our Customer Support team and let us know which documents you cannot provide and why. We will evaluate the case and inform you of any possible alternatives.
I’m having trouble uploading my documents. What should I do?
If you're experiencing issues while uploading documents, please check the error message displayed on the screen It usually specifies the reason for the failure, such as unsupported file format, file size limit, or incomplete information.
If the error message does not resolve your issue, please contact our Customer Support team via email or Live Chat. To help us assist you more efficiently, include the content or a screenshot of the error message and a brief description of the problem you’re facing.
What is the legal age to open an account?
It is prohibited to register an account and participate in any online gaming if you are under the age of 19.
Do I need to contact support after uploading documents?
No. Once your documents are uploaded, their status will automatically update to Under Review.
Why were my documents rejected?
Documents may be rejected for the following reasons:
- a) They were isssued ttoo long ago (for bank statement, proof of address, etc.).
- b) Modified or not in original format.
- c) Expired.
- d) Poor image quality (blurry, flashed, filtered).
- e) Damaged or incomplete.
- f) Scanned or screenshot copies.
How can I update my personal information?
Please contact Customer Support team with the correct information and the reason for the change and they will review your request.