Playing responsibly, what’s to know
We apply a policy of an ethical and responsible game offering, to be consumed with a responsible intent by our customers. To support this mission, we proactively promote our Responsible Gaming tools to our customers for an enhanced safe and secure gaming environment. We are devoted to offering our customers a 100% carefree, enjoyable and safe experience.
Play for fun, keep it a game
Fun is the keyword here, and placing a bet for entertainment that you can afford is the only way to it; placing a bet too many times to break even, make money or any other motive than just leisure or fun is definitely not.
To know yourself, is to know when to stop
If you are feeling unsure whether you are at risk of developing an addiction or if you are concerned about playing too much, use our anonymous self-test to get some safe play advice based on your answers and your playing behavior
Keep your play in control with our RG tools here
Always choose to use a limit that works best with your gambling habits; you can test out the RG tools here by yourself or make use of our free RG tool consultation by our expert customer support agents.
Keep an eye on the time spent
Time flies when you are having fun! And that is great, just make sure that you decide upfront how much time you are comfortable spending on our site per session so to make sure that you use our services as intended, for fun! Never spend your precious time on gambling when your agenda does not permit you to or when you find it would affect your work, relationships, mental or physical health, or family bonds.
Keeping an eye on money spent
Decide upfront how much money you are willing to spend on a maximum and how much you can afford to lose. Make a budget and stick to it. Make use of our RG tools to set a limit or contact our expert customer support agents for a free consultation.
Stay social
Gamble for fun and meet your friends or family no less than you would if you were not gambling. We surely do try our best to take good care of you, but no one knows you like your own loved ones. Do not alienate yourself from them for the sake of gambling.
Do not play while intoxicated
Gambling is to be practiced with calm and controlled decisions and any intoxication will decrease your ability to make reasonable ones. Use our RG tools to make sure that you can take a break before taking part in any intoxicating activity, to avoid uncontrolled losses.
Play responsibly and make sure that you understand what that means
If you think that you have a strategy that helps you win, think twice, as gambling is intended to be used as a pastime activity...and that’s about it. Feeling lucky? Or won something? That is great! But don’t quit your job just yet, gambling involves winning and losing, so make sure to keep it a game!
A) Account Self Exclusion
1. How do I activate Self-Exclusion on my account?
Visit the Player Protection section in your account. Select Self-Exclusion and then the timeframe and the reasoning, while you can also contact our Customer Support for any additional help.
2. What do I need to know about Self-Exclusion options before applying it to my account?
Take a break: By selecting this feature, you can take a break at any time for 24, 48 hours, 7 days or 30 days. You can raise the break period at any time with imediate effect. Temporary Account Closure is valid from the moment it is set and for the period of time you choose (24 hours, 48 hours, 7 days, 30 days), while if you wish to reduce the timeframe, your request will be satisfied one week from the time you request it.
Self-Exclusion: Self-Exclusion will be active from the moment it is set by you and will remain for the period of time you will select. According to Portuguese regulations, the self-exclusion period has a minimum duration of three months and lasts until the date indicated by you or, in the absence of such indiction, indefinitely.
3. Can I reactivate my account during an active self-exclusion?
Without prejudice to the minimum period of three months, you may revoke your self-exclusion, or once the deadline has been set, its anticipation, which becomes effective after a period of one month from that communication. To cancel an indefinite self-exclusion, please contact Customer Support.
4. Will my account be automatically reactivated after my set Self-Exclusion period expires?
Yes, once the set period expires, your account restores full access to our products and services.
5. How often can I close my account?
As many times as you want. One of the Responsible Gaming best practices is to take regular breaks from your gaming activity as often as you feel it is needed.
B) Self-exclusion and funds/open bets
1. What will happen to my account funds when I activate Self Exclusion?
By selecting Self-Exclusion for a defined time frame, your account’s funds stay on the betting account for the period selected, so you can either request to withdraw them or you can keep them on your betting account for use after the Self-Exclusion period ends. If you choose the indefinite Self-Exclusion type, you may reach our Customer support for further information and assistance regarding the withdrawal of your remaining account funds.
C) Limits
1. Where can I set my limits for my account?
Visit the Player Protection section in your account to select from a variety of limitations features for your protection.
2. What are the types of limits that I can choose from?
The types of limitations that you can set for all our products are Deposit and Wager Limits per product, Reality Check as well as Withdrawal Request Cancellation.
3. How do these limits work?
Deposit limits: They are defined on a specific time frame (daily, weekly, monthly and yearly). Their calculation depends on the money you deposit in your account (daily, weekly, monthly and yerly). They are reset automatically and are applied again, on the selected time frame.
Wager Limits: Τhey take effect from the moment they are set. Their calculation depends on the total Betting Amounts and their duration is a defined time frame (daily, weekly, monthly and yearly). Then, they are reset automatically and are applied again, on the selected time frame. Open bets are taken into consideration for the wagering limits. You can have more than one active wagering limit at any time. You can decrease your wagering limits anytime, but it will take a week from the requested date, in order to increase them again.
*You can decrease any of the above limits anytime, while to raise them, you will need to wait a week after your request was made.
Withdrawal Request Cancellation: You may at any time deactivate the withdrawal request cancellation feature in your account by selecting 'Do Not Allow Withdrawal Request Cancellation'. This request shall have immediate effect. If you would like to activate the withdrawal request cancellation feature again, you may select 'Allow Withdrawal Request Cancellation'. This request shall take effect 7 days later. If you do not wish for a pending request to be applied, insert your password and select 'Save'.
Reality Check: You may at any time activate the reality check feature in your account so as to have hourly updates about the duration of your gaming session and information about the amounts of your winnings and losses within this time frame. You may at any time switch on the reality check, but in case you would like to switch it off, your request shall be granted after seven days.
4. How can I adjust or remove my active limits?
Visit the Player Protection section in your account but keep in mind that for your own protection, you can decrease your limits anytime but it will take a week from the requested date in order to increase them again.
5. How can I best decide on a spending limit that’s right for me?
In order for you to know which spending limit is right for you, we strongly suggest following this equation:
Υοur income - Daily costs of living - Bills - Money you spend on other hobbies = Maximum allowed amount that you could spend on betting.
Never forget to make the provisions for unforeseen costs that life can bring.
D) Preventing underaged gaming
1. What is the minimum age requirement for opening a betting account?
You have to be over 18 years of age or over the minimum legal age as stipulated in the laws of jurisdiction applicable to you.
2. How can I restrict access to relevant sites for underaged people in my environment?
We recommend logging out of devices shared with minors and never use autofill passwords if the device can be easily accessed by minors.
3. How can I block access to betting sites on my computer?
If you share your computer with friends or family who are under the legal age to register or bet on our site, please consider parental filtering solutions, such as www.netnanny.com and www.cyberpatrol.com.
E) Referral to an external organization for Gambling related issues
1. I am experiencing gambling related issues or addiction, can you advise me further?
To speak with someone who can give you professional advice and support, please contact any of these organizations:
www.srij.turismodeportugal.pt/pt/jogo-responsavel/politica-de-jogo-responsavel/
2. Are the above organizations providing their services free of charge?
Yes, all of them provide free of charge services. There might be paid ones, though.
F) Using my account correctly, according to the site’s terms and conditions and best practices
1. Can I use more than one account?
The answer is no. According to paragraph 2.3 in our Terms and Conditions, "customers are only allowed to open and use one active account in Betano. Opening and/or using multiple active accounts is not allowed."
2. Am I allowed to share my account?
The answer is no. According to paragraph 2.8 in our Terms and Conditions, "it is your sole and exclusive responsibility to ensure that your access details are safely stored. You shall not disclose your access details to third parties and Kaizen shall not be held responsible for any misuse of your Kaizen account by third parties as a result of their disclosure whether intentional or accidental, whether active or passive, of your access details from third parties."
3. Do I have to use valid personal details for my account registration?
Yes. According to paragraph 2.7 in our Terms and Conditions, "you must enter all the mandatory information requested on your registration form, in particular your identification, which consists of your full name, nationality, tax identification, date of birth, type of identification document and respective number, address, email address and occupation."
G) Confidentiality
1. Are my account and personal details safe?
Yes, please check our Privacy Policy to see the measures we take to keep your information safe.
2. Is the information that I share with Betano confidential?
Yes, please check our Privacy Policy to see the measures we take to keep your information safe.
H) Contacting a responsible gaming representative
1. I am looking to contact a Responsible Gaming representative.
Our Customer Support is available 24/7/365 for all communication channels, apart from the Call Center, which is available from 09am-09pm: +351 308 805 085 (local call charge).
2. How can I get in touch with support helplines for gambling problems?
APAJO – Promotion of Safer Gambling
APAJO provides a dedicated helpline for players seeking guidance and psychological support. The service is delivered by specialized psychologists through the Institute for Player Support (IAJ).
⏰ Hours: daily, from 4:00 PM to 8:00 PM
📞 Phone: +351 214 193 748
🌐 Website: https://apajo.pt/pt/
Gambling Therapy (Gordon Moody)
An international service focused on the treatment of gambling addiction. It offers free practical counseling and emotional support to anyone affected by gambling.
🌐 Website: https://www.gamblingtherapy.org/pt-pt/
ICAD – Intervention Service for Addictive Behaviors and Dependencies
ICAD works in the prevention and treatment of addictive behaviors, including gambling-related dependencies, providing specialized support and appropriate follow-up.
🌐 Website: https://www.icad.pt/PT/Paginas/default.aspx
National Suicide Prevention Helpline – SNS 24
If you are going through an emotionally difficult time or need immediate psychological support, you can call this free and confidential helpline.
📞 Number: 1411
⏰ Available 24 hours a day
👥 Support provided by psychologists and nurses specialized in mental health
🏥 Service of the National Health Service (SNS)