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Frequently Asked Questions

How can I register on BetArena.ro website?
How do I get in touch with the Support Team if I need help?
Can I access my player account from outside Romania?
Are there age restrictions on the site?
Can I open more than one account on BetArena.ro?
What is Time out? What is Selfexclusion?
What are gaming limits?
How do I change my password?
What if I forgot the username or password for my player account?
How can I change my account details?
How can I validate my player account?
What type of documents are requested for account verification?
How can I make deposits?
How do I make withdrawals?
Can I check what bets I've placed so far?
How can I unsubscribe from the newsletter?
What is a cookie?
How do I delete cookies?
What if BetArena website gets blocked during the game?
I cannot sign into my account! Is my account blocked?

How can I register on BetArena.ro website?

In order to register on BetArena’s website you must complete the registration form. To open this form, you must click on the registration button “Register” located in the right-top side of the website.

For you to complete the registration, please make sure that you meet the following conditions:

How do I get in touch with the Support Team if I need help?

You can get in touch with our Suport Team, either by clicking the Live-Chat button, available on all the main pages of our website, by sending an e-mail to our suport@betarena.ro contact or by dialing directly to the number (021) 9093, no extra taxes if you call from Romanian mobile networks. If you call from outside the country, the costs depend on the mobile network that you use.

Can I access my player account from outside Romania?

The player account can be acccess only from Romania. From outside of Romania you can only access the website www.betarena.ro, but you cannot register, log into your acount or place bets.

Are there age restrictions on the site?

According to the legislation applicable to the gambling industry and according to the responsible gaming policies of BetArena.ro, we do not allow registration or use of our servicies for persons under 18, which is the legal age for gambling.

By registering on our website, you must confirm that you have reached the minimum age of 18 and you agree to provide any evidence to certify your age. Also you will undergo verifications in order to validate the information stated during the registration process. Any player account can be suspended, at any moment, until BetArena receives sufficient information which is considered enough to verify the age of the account owner.

Can I open more than one account on BetArena.ro?

According to BetArena “Terms and Conditions” and to the legislation applicable to gambling industry, a person who has reached 18 years old is allowed to only open one player account on the website www.betarena.ro.

BetArena gaming platform allows a user to have access to all gambling products on the website by using a single player account. In case more accounts are identified as belonging to the same client, we reserve our right to suspend/close and/or treat them as a single account belonging to a single player, according to our own assesment and conclusion. BetArena can in some cases allocate the funds to a single account, except bonuses which cannot be reallocated. Bonuses which are credited extra will be recovered from the funds available in the multiple accounts created by the same person.

What is Time out? What is Selfexclusion?

Time out is an option which BetArena offers to the players in order to allow them to temporarily block access to the player account. This restriction can be set for a period of 24 hours up to 7 days.

This limitation can be requested either from your player account, by clicking the username icon and going to the “Limits” section, either by contacting the Support Team using the email address suport@betarena.ro by phone or by clicking the Live Chat button.

During this time your player account will be blocked, and the account will be automatically unblocked after the requested period has expired.

Selfexclusion is an option which BetArena offers to the players in order to limit the access to the player account temporarily or permanent. Selfexclusion can be of 2 types: temporary or permanent. The difference between the two types of selfexclusion comes from the minimum period for which the account remains blocked.

For the temporary selfexclusion you can choose for access to your account to be blocked for a period between 7 days and 6 months.

For permanent selfexclusion, access to your player account is restricted for an indefinite time. According to existent applicable legislation, you can request to be removed from the selfexclusion list of accounts, after minimum 6 months from when the restriction request was made.

The selfexclusion period is not reversible. After setting a selfexclusion restriction on your account, the account will remain blocked for the entire period requested, with no possibility of reopening it. The accounts will not reopen automatically after this period has passed, you must request for the restriction to be lifted.

For temporary selfexclusion, you can request to unblock your account after the period set by you has expired. For permanent selfexclusion your account cannot be opened until 6 months have passed from the moment you requested this restriction.

In order to unblock your account, you must request this by contacting our Support Team using the email suport@betarena.ro by phone or by clicking the Live Chat button.

What are gaming limits?

Gaming limits are thresholds which you can set for your player account in order to limit: deposited amounts, betting amounts, losses, website products which you can gamble at (sportsbook, casino games).

These limits can be set either from your player account by going to “Limits”, either by contacting BetArena Support Team.

From the Menu “Limits” you can choose: limitation type, the amount you wish to set as limit, the timeframe for which you wish to set the limit. Also, you can see the limits set by you in the player account in the table containing limits history. For further information regarding available limits for a player account you can access the Help Page -> Responsible gaming -> Limit setting.

Please keep in mind that before setting any limit you should get informed about how the limits and the restrictions are applied and canceled. For certain limits and restrictions, a minimum period is required before they can be lifted or modified.

How do I change my password?

In case you wish to change your password (and you still have access to your player account), you must click on the username on the top-right side of the screen, then from “My Account” section you have the option to select “Change Password”. For security reasons, you will be required to insert the current password, followed by the new desired password.

What if I forgot the username or password for my player account?

If you forgot your username for your player account, please verify your email address used for registration. After registration, an automatic email is being sent to each user to the email address indicated, which contains the activation link and the chosen username.

For situations in which you cannot find the specified email you can contact the Support Team and we will help you solve the issue.

If you forgot your account password, you can reset it by clicking the “Reset My Password” button from the top right side of the website. After filling the form, you will receive an email from BetArena with guiding instructions regarding resetting your password.

If you need further assistance in order to reset your password, you can contact BetArena Support Team.

How can I change my account details?

Sign in to your player account and click on the username icon in the top-right side of the website. You will be directed to the main page of your account from where you can change certain personal information. You will not have the option to modify all information, such as first name, last name, username and date of birth. Information that is likely to change can be updated from the player account.

In case you wish to modify your Last Name/ Gender (upon marriage, divorce, sex change), you must get in contact with our Support Team, and based on a document of evidence, the change will be updated in your account.

Please note that any change made to the account details will be registered in our system.

How can I validate my player account?

When you register a player account on the website BetArena.ro, your account is restricted regarding the maximum amount you can deposit and regarding requesting withdrawals. In order to lift the specified restrictions, you must validate your account.

You can do that by uploading an identity document, during a period of 30 days from the moment you made your first deposit in the player account.

To upload a document in your player account you must click on the username icon, in the top-right of the website. You will be directed to “My Account”, where you can find the section “Upload Document” and you can choose the document you wish to upload by clicking the “Browse” button. In order to send us the document you must click the “Upload” button.

In case you do not manage to upload the documents directly from your account, then you can contact the BetArena Support Team, and we will guide you through the process.

In case you do not manage to upload the documents directly from your account, then you can contact the BetArena Support Team, and we will guide you through the process.

The identity verification process is applied to all players who create an account on online gambling websites, in order to prevent access of underage persons and to prevent any attempts of fraud.

What type of documents are requested for account verification?

According to the legislation in force, online gambling operators have the responsibility to verify the identity and the age of the players. This is possible by requesting documents to certify that the data provided for the player account during registration is valid.

Every time this information needs to be changed, the player has the obligation to inform us and to provide the new documents or documents proving the specified change (marriage certificate, divorce certificate, mutation address etc.).

The documents requested should be sent as a photocopy of each document.

Please see below a list of documents we might require:

Please note that the documents must be clear and readable. Otherwise, we reserve the right to refuse the document and request additional information, or even restrict your access to your player account.

How can I make deposits?

To make a deposit, you must sign in to your player account and click on the quick deposit icon -> "Deposit" in the main menu of the site. Also, if you click on the top-right side of the website, on your username icon, you will be directed to the personal page, and if you select the "Deposit" section, you will be able to make deposits using the methods provided by BetArena.

In order for the deposit to be successful, you must ensure that you enter the card number and security code correctly and also that the bank account contains the amount you wish to deposit into your BetArena account.

Some bank cards may have restrictions for transactions which involve online gambling. In this situation, please contact the card issuing bank to ensure there are no limitations on your card. If you wish to deposit through BetArena shops, you will need to make sure that you have uploaded your identity card into your player account and that it has been verified and the account is validated.

Please note that until your account has been verified, by sending the requested documents, you will not be able to deposit more than 900 RON based on the currency you have on your account.

If you need fruther information regarding deposits and the amount allowed for deposit you can access the page „Payment Methods” from section „Help”.

We wish to inform you that BetArena does not charge fees on the amount deposited.

How do I make withdrawals?

To make a withdrawal, you must sign in to your player account and click on username icon from the top-right of the website, then you will be directed to your personal page. From your personal account you have available 2 types of withdraw sections: “Withdraw” and “Retail Withdraw”. You can withdraw only by using one of the payment methods you previously used for deposits.

Withdrawals are processed in approximately 2 days from the moment of approval, depending on the payment provider and the banking institutions. The withdrawals will be approved as soon as possible but no later than 12 hours from the moment they were requested.

When requesting a withdrawal, please make sure that:

Withdrawals using bank cards will be approved towards the same card used for making deposits, up to the total amount deposited, while winnings can be withdrawn also through other available payment methods registered in your player account.

Withdrawals through Paysafecard are not allowed.

Please note that national holidays and weekends are not working days. If you requested a withdrawal and the next calendar days will be national holidays or weekend day, depending on the banking institution, the funds will be transferred into your bank account with possible delay.

You can cancel your withdrawal request directly from your player account, as long as the request is not yet approved. By cancelling your withdrawal, the funds will be returned instantly to your player account balance.

If you make 3 consecutive withdrawal requests through BetArena shops, without going at the specific shop to collect the amount, BetArena reserves the right to block you from using this withdrawal option for 30 days.

For security reasons, withdrawals can only be made on the bank cards you used to make deposits.

We want to inform you that BetArena does not charge fees for withdrawn amounts.

If you need more information regarding withdrawals and the minimum/maximum amounts admitted by BetArena, you can access "Payment Methods" page in the "Help" section.

Can I check what bets I've placed so far?

In your BetArena.ro player account you can view the history of placed bets and details for each bet. You can choose how you want to view these bets by selecting a period of 7, 30 or 90 days.

For Slots and Live Casino, the history of bets is displayed in the "Game History" section and for Sport and Live you can find tickets placed in the "Bet History".

To find out more about a placed bet, click on the eye icon from the right of the history table.

If you need more information regarding a tichet older than 90 days, or if you need information about the status of your betslip, please contact our Suport Team by using the email suport@betarena.ro, by phone or by clicking the Live Chat button.

How can I unsubscribe from the newsletter?

When creating an account on BetArena.ro you have the option of subscribing to our Newsletter to always be informed about the best odds for the most important events, the newest products launched, the best promotions and bonuses offered to our loyal customers.

If you do not wish to receive this type information from BetArena, you can either unsubscribe directly from the newsletter e-mail by clicking on the unsubscribe section or by contacting BetArena Support Team via chat, email or via phone and ask to cancel your subscription.

What is a cookie?

Cookies are small files, generally composed of letters and numbers, downloaded to a device when users access web pages. They are widely used to allow web pages to work properly or to allow these pages to work efficiently.

Cookies are created when a user's browser loads a specific website. The website sends the information to the browser, which then creates a text file. Every time the user returns to the same website, the browser downloads and sends this file to the website's server. The "Cookie" files used by BetArena Interactive Ltd. have various functions, the most important being:

Without these cookies, we cannot guarantee the performance of our website, nor your online safety during your sessions.

How do I delete cookies?

If you experience delays during game sessions on BetArena.ro, we advise you to periodically delete your browser history and cookies.

Depending on the browser you are using, you can delete your cookies or history as follows:

Google Chrome -> Click the Customize and control google chrome button (google chrome customization and control) -> the top right corner:

Mozilla Firefox –> Click Tools and select Options –> top row:

Internet Explorer –> Click the Tools button in the top right:

Opera –> From the Opera menu, select Settings:

Detailed information on how to delete cookies depending on the browser you use can be found at the following pages:

Internet Explorer: http://windows.microsoft.com/en-gb/internet-explorer/delete-manage-cookies#ie=ie-10-win-7

Google Chrome: https://support.google.com/accounts/answer/61416?hl=en

Mozilla Firefox: https://support.mozilla.org/en-US/kb/enable-and-disable-cookies-website-preferences

Apple Safari: https://support.apple.com/en-gb/HT201265

Opera: http://www.opera.com/help/tutorials/security/privacy/

What if BetArena website gets blocked during the game?

For Live events and Slot/Casino games, keep in mind that the low speed of your network can affect the game's load time or the speed at which you place the bets.

We advise you to ensure that the speed of your internet network allows you to play the game in real time and otherwise you should contact your Internet service provider to fix the situation.

I cannot sign into my account! Is my account blocked?

If you no longer have access to your player account, you already tried to recover your password and login still failed, this can mean that some restrictions have been applied to your account. Restrictions can be applied to your account either as a result of your request or through the decision of the organizer in accordance with the terms and conditions or the game regulations.

To find out more about possible situations that have led to blocking access to your player account, we advise you to get in touch with our Support Team via chat, by email at suport@betarena.ro or by phone at (021) 9093.