Frequently Asked Questions


General

What is Slots Rush?

Slots Rush offers a casino full of thrills and excitement, so come join us today! The Slots Rush brand promises to give players an exhilarating experience when you play all of your favourite casino games. At Slots Rush, we promote responsible gambling. We encourage all of our customers to set affordable deposit limits and do not encourage people to play more quickly, or with more money than what they can afford. Please – keep it fun.

All Slots Rush players sign up through Betable, our trusted partner that provides the safest and most secure casino experience around. Our friends at Betable ensure that you get a dedicated customer support team, fast withdrawals, multiple payment options and industry-leading player security all from a UK-licensed and regulated company.

For more information about Slots Rush visit our About page.

How do I create a Betable account?

When playing any Betable-powered game click "Sign Up" to begin creating your account through a quick and easy 3-step process. Just follow instructions by providing your account information, select a deposit option, and enter your payment information to begin playing any Betable-powered game immediately.

Please note that only one Betable account per player is allowed.

How do I make a complaint?

  1. Making a Complaint

    Customers can register a complaint by contacting the Betable Customer Support team by emailing complaints@betable.com. One of our experienced operative will investigate the enquiry and respond within 2 working days. Betable, endeavour to resolve all complaints in the quickest possible time frame. Should a complaint require an extended investigation, or you are unhappy with the outcome of the complaint then the complaint will be escalated and investigated further.

  2. Escalation

    In the event that you feel your complaint was not fully and satisfactorily resolved then a complaint can be escalated. In order to escalate a complaint, please email complaints@betable.com. A case number will be issued and the complaint will be handled directly by the management, with a response provided within 10 working days. Please note: Customers must complete Stage 1 of the Complaints Procedure prior to escalation.

  3. Alternative Dispute Resolution

    In the rare instance that we are unable to reach an agreeable resolution to a complaint, you have the right to refer the dispute to our Alternative Dispute Resolution (ADR) service which is held by IBAS, PO Box 62639, London EC3P 3AS by clicking here or e-mail adjudication@ibas-uk.co.uk.

How do I know the games are fair?

Betable ensures that all of our games are thoroughly tested and certified by an independent regulated test house before they are released for play. Each game has been proven to have a genuinely random outcome and this can not be manipulated in any way. All Betable-powered games comply with the standards and requirements set by the United Kingdom Gambling Commission.

What is RTP?

RTP stands for "Return To Player" to describe a game's theoretical payout percentage, such as how often the player will win over a long period of time. You can find a games RTP from its game rules button during play. For more detailed information regarding RTP and bonus turnovers, please visit our bonus information page.

In what countries can I play Betable-powered games?

Betable currently accepts only UK residents. We do not accept players from jurisdictions where gambling is illegal, such as the USA, Israel or Turkey. Furthermore, residents of countries where we are able to accept players may be unable to access our products when in countries where it isn't legal to gamble. It is your responsibility to check all applicable local or national laws, including gambling laws, to see if you are travelling to any jurisdiction where gambling is illegal.

How can I provide feedback?

Betable would love to hear from you, with all feedback, questions or concerns that you may have. We strive to make our service the best that we can, and your ideas and opinions are highly valuble to us. Please contact us via the Help & Support page, we would love to hear from you!

Payments

How do I make a deposit?

When creating an account with Betable, please select a deposit option and input your card or payment information to complete the deposit. Once your payment has been authorised, the amount you selected will be deposited into your Betable account so you can begin playing immediately.

If you already have a Betable account and wish to make additional deposits, click on Deposit or Add Funds within the menu to select your desired deposit amount.

Note: the minimum deposit amount is £10.

What payment methods can I use?

We are constantly adding new forms of payment to make it easier for you to get money in and out of your Betable Wallet.

Credit Card
Instant Funding. No Fees. Visa and MasterCard credit cards accepted. Funds will enter your account immediately and we will not charge you any fees.
Debit Card
Instant Funding. No Fees. Visa and MasterCard debit cards accepted. Funds will enter your account immediately and we will not charge you any fees.
Paypal
Instant Funding. No Fees. Use your Paypal account to fund your Betable Wallet. If you want to sign up for one visit Paypal.com.

Can I play without depositing?

Before you are able to play, we’ll need to verify your identity to confirm that you are over the age of 18. This process is usually completed automatically, though if we are unable to complete automatic verification then you will need to provide valid documents to prove your identity before being able to play. Please refer to our Identity Policy for further details, or contact support@betable.com if you have any queries.

Why was my deposit declined?

Unfortunately, when a deposit is declined Betable is not always provided with a specific reason from your bank or e-wallet.

Please follow the below checklist to rule out any avoidable issues:

  1. Are you using an accepted payment method?

    At this time, valid forms of payment include VISA and MasterCard personal credit and debit cards, PayPal, Neteller, and Skrill. If you are using another form of payment such as Maesto, we are unable to accept this method of payment.

  2. Are all details entered correctly?

    Please double-check your card number, the start date expiry date and the CV2 (3 digit code on the back of your card).

  3. Is this the first time you have tried to deposit with us?

    You may need to speak to your bank to allow authorisation to Betable. Sometimes banks will block payments to a new online retailer to protect your account from fraudulent use.

  4. Does your card issuer allow betting or gambling transactions?

    A small number of card issuers may not allow transactions of this nature. Please check your card issuers website or contact them via telephone for further information in this regard.

  5. Is your card or e-wallet sufficiently funded?

    Please check that you have sufficient funds available in order to make a deposit. It may help to lower the deposit amount if your card issuers will not allow for a large transaction to take place. If all of the above details are correct or do not apply to you, we recommend contacting your bank or card issuer for further information and advice. Banks may can often decline transactions that appear suspicious for various reasons. Betable cannot resolve these issues directly and you will need to contact your card issuing bank via the number on your card. This also applies to e-wallets such as PayPal, Skrill and Neteller.

How do I withdraw my funds?

Click on the Withdraw page within the menu and follow instructions to complete a withdrawal request. We aim to review all withdrawals within 48 hours.

You can view your cash and bonus balances in your Betable Wallet. Cash can be withdrawn at any time, but you will not be able to withdraw bonuses until you have met the wager requirements. If you want to withdraw cash before meeting the wager requirements of your bonus, you will be required to forfeit the bonus as you complete the withdrawal process.

Note that your identity must be verified before allowing you to withdraw. If you are unable to complete a withdrawal request because your identity could not be verified by our automated system, please check your email for instructions on how to complete the manual verification. If you are unable to locate that email in your inbox, please contact Betable Customer Support.

When will my withdrawal reach me?

Our Payments and Risk team reviews all withdrawals before they are released. The length of time this takes varies based on the amount of the withdrawal, how long you have been a player with us and if we have successfully verified your account. We aim to review all pending withdrawals within 48 hours. However, this may take longer due to additional security procedures. You will receive email confirmation once any pending withdrawals have been approved.

Withdrawals to a Visa credit or debit card take 1-3 banking days to reach your account once the withdrawal has been approved.

Withdrawals to a SecureCode verified MasterCard that accepts gambling payments take 1-3 banking days to reach your account once the withdrawal has been approved. All other MasterCard withdrawals will be sent by cheque that takes 5-10 banking days to receive at your billing address.

All Paypal, Neteller and Skrill withdrawals are instantly received once the withdrawal has been approved.

In the event that there is any delay in receiving your withdrawal, we will do everything possible to send your funds as soon as possible.

Why can't I choose where to withdraw my funds to?

For payments security and for your protection, we require that all withdrawals are returned to the payment method used to make the most recent deposit. If you have multiple forms of payments, our Customer Support Team will determine where the funds will be withdrawn to once you have processed your request.

Why do card withdrawals take 1-3 banking days when card deposits are instant?

This is standard practice for most banks and unfortunately something we are unable to control.

More often then not your withdrawal will be received within a few banking days, but it may take additional time for the funds to clear in your bank account.

Please be aware that bank holidays and weekends are typically not banking days and you may have to wait an extra day to receive your funds.

Will I incur any transaction fees for deposits or withdrawals?

Betable does not pass on any deposit transactions fees upon deposit regardless of your payment method.

Can I reverse a withdrawal?

Betable is unable to offer the option to reverse withdrawals once they have been requested.

What happens to my withdrawal if I schedule a self-exclusion or cool down?

Any pending withdrawals will not be affected if you schedule a self-exclusion or cool down.

My Account

How do I reset my password?

To reset your password, click here or on the question mark when logging into your account.

Enter your email address and we will send you an email with instructions to reset your password. If you did not verify your email address upon account creation within the first email we sent you, please contact Betable Customer Support.

How do I verify my email address?

When you created your account we sent an email to you for the purposes of email verification. Please make sure to check your "spam" or "trash" folder for the email as it may be in there. If you still can't find the email please click here and we will send it again.

To verify your email, simply click "verify now" within your email. If you continue to have problems, please contact Customer Support.

How do I verify my identity?

If Betable was unable to verify your identity through our automated verification system, we require that you provide the requested documentation outlined below to remove any restrictions on your account.

If Betable was unable to verify your identity through our automated verification system, we require that Please email any 2 of the 3 requested items below to documents@betable.com:

  • Image of your passport or UK driving license (with the entire image including all 4 corners clearly visible and unobstructed)
  • Recent proof of address such as a utility bill, mobile bill, bank statement, or similar (received to your address within the last 3 months)
  • Front and back images of your card (block out the first 12 digits of your card number on the front and 3 digit security code on the back of your card)

If you are unable to provide a passport or UK Driving licence then it would be helpful if you could provide a further proof of address in the UK along with a National ID card.

Once received we will review the documents for approval within 24 hours and notify you when completed. Note that the requested documentation is used for the sole purpose of verifying your identity and will be kept confidential per our Privacy Policy. If you have any further questions please contact Betable Customer Support.

Why do I need to verify my identity?

Betable takes security very seriously to ensure a safe gambling envirnonment. We perform routine identity verifcation checks to confirm the information provided matches your identify and that you are over 18.

If we are unable to verify your information or require additional security checks, you may need to provide identity documents to verify your Betable account for security and protection reasons. Documents are used for the sole purpose of verifying your identity and will be kept confidential per our Privacy Policy.

Why is my account suspended?

Suspended Accounts

Betable suspends accounts for a variety of reasons. Suspended users are not able to log in to their accounts and if you try to logon you will receive a ‘Your account has been suspended’ message.

The most common cause for an account suspension is if you have created a duplicate Betable account. Betable players are only allowed to have one account in their name. Betable powers a number of online casinos and mobile applications and you can use your Betable account to log on to any of these products. It is possible that you previously signed up for a Betable account through one of our partners such as:

  • Prospect Hall Casino
  • Dice City
  • Bingo Lounge

If you cannot remember the login details of your existing account you can reset your password. If you cannot remember your user name, or if you believe that your account was mistakenly flagged as a duplicate, please contact Customer Support.

Other account suspension reasons:

  • Account Verification

    If Betable was unable to verify your identity through our automated verification system, we require that you provide additional identity documentation to remove any restrictions on your account. Your account will be suspended if you do not provide the requested documentation within 72 hours. If your account was suspended for this reason, please follow this FAQ.

  • Security Check

    Betable is committed to providing a safe and secure platform for our players and routinely flags accounts for suspicious activity. For security purposes, accounts can be suspended while we conduct investigations. If you believe that suspicious activity has occurred on your account, please contact Customer Support. If you are unsure about the reason your account was suspended, please contact Customer Support and we will aim to resolve the issue as quickly as possible.

How do I know if I already have a Betable account?

It is possible that you previously signed up for a Betable account through any of our popular games that include:

  • Prospect Hall Casino
  • Dice City
  • Bingo Lounge

If you cannot remember the login details of your existing account you can reset your password. If you cannot remember your user name, or if you believe that your account was mistakenly flagged as a duplicate, please contact Customer Support.

How do I change my contact details?

If you would like to update your phone number, you can do this by going to settings in your Betable account.

If you would like to update any other settings, such as your address or email, please contact Customer Support for further assistance.

What do I do if my game froze while playing?

It might be possible that your connection or any device related issues could have been the cause. If you are playing on your web browser, please ensure that you are using Safari, Chrome or Firefox to avoid any browser compatibility issues. If you are playing on any of our apps, please follow these steps to force close the app:

  1. Press the Home button two times quickly, you'll see small previews of your recently used apps
  2. Swipe left to find the app you want to close
  3. Swipe up on the app's preview to close it

If the problem persists, please contact us with information about which game you played, the approximate date and time you experienced the issue, details of any error message you’ve received, and screenshots of the error if possible.

What happens if I receive a call while playing?

If your game is interrupted by a call, text, low battery or even closing the app, you will be able to restart where you left off and continue playing. If you are in any doubt about the result of a wager, just check your Transaction History. We record all bets and outcomes as a safety measure for instances such as these.

Promotions & Bonuses

Does Betable offer any promotions or bonuses?

Absolutely! Learn more by clicking here to visit our Promotions page within the menu.

What are the bonus wager requirements?

You can turn bonuses into cash by wagering it on most Betable-powered games. Once you wager your bonus enough times, those funds will be turned into cash. You can check your progress towards converting a bonus into cash on your Betable Wallet page.

How fast your bonus is turned into cash depends on the math of the game you are playing. Games where you only win sometimes (Slots) will turn your bonus into cash much faster than games where you win often (Blackjack). Wagers with cash and bonuses will count towards meeting your wager requirement.

Some games will contribute to your wager requirements much less than others. You can look at return to player (RTP) of the game to get an idea of how much each wager will contribute. The RTP is listed in the rules section of each Betable-powered game. As a general rule games with a higher RTP contribute less to your wager requirements.

For additional information regarding Wager Requirments and specific games excluded from contribution please click here.

Where can I redeem my bonus spins?

Whether you have received new player bonus spins or have received an offer via email, your bonus spins will be available on the game mentioned in the promotion.

For example, many of our new player bonus spins are offered on Starburst. Simply visit the game and your first spins will be free based on the amount of bonus spins offered in the promotion.

Can I claim multiple bonuses?

If you claim a bonus while another bonus is still active the new bonus will be added to your bonus balance. Your balance will show the total of both your active and queued bonuses. Wager requirements will only count towards the first bonus you accepted and once completed that bonus will turn into cash. All subsequent wagering will count towards your next bonus in the queue.

Please visit the Bonus Info page for more information.

Can I withdraw from my balance if I have an active bonus?

If you wish to withdraw before you have completed your bonus wager requirements you may forfeit your remaining bonuses when confirming your withdrawal request. Please note that your entire bonus balance will be forfeited including any queued bonuses.

How do I opt out of marketing contact?

If you no longer wish to receive marketing contact from us you can update your preferences in one of two ways. Either click "unsubscribe" on a recent email from us, or visit your account settings page where you can update your marketing preferences. This page allows you to opt in or out of marketing contact. You will still receive service related emails such as payment transaction notifications.

Play Safe

How can I limit my gambling?

Betable provides the ability for players to limit the total amount deposited over a daily (24 hour), weekly or monthly period. Please visit the Play Safe page to adjust your deposit limits and find additional information.

We also offer tools that allow players to voluntarily cool down or exclude themselves from all Betable gameplay for either finite or infinite lengths of time through the Play Safe page. Note that both cool downs and self-exclusions begin immediately and are irreversible once you complete the process.

I changed my deposit limit, when will the new amount take effect?

For your added protection and piece of mind, lowering your deposit limit will take immediate effect.

If you raised your daily deposit limit, your new amount will take effect approximately 24 hours from the time of your request.

If I'm concerned about my gambling, what should I do?

Go to our Play Safe page here to learn how to address gambling concerns for you or someone you know. On that page we provide useful information, links, resources to get professional help.

How do I self-exclude?

Go to our Play Safe page here to learn how to address gambling concerns for you or someone you know. On that page we provide useful information, links, resources to get professional help.

If I change my mind, can I terminate my self-exclusion before the time is up?

For the protection of our players, self-exclusions are irreversible. You will not be permitted to access the account or create any further accounts until the exclusion period has expired.

If you wish to reactivate your account once your scheduled exclusion period has expired, please contact Customer Support.