Frequently Asked Questions

About GoldBet

Who Is GoldBet?

GoldBet is the trading name of GoldBet Pty Ltd (A.C.N. 639 183 136). GoldBet offers a wagering service whereby Customers have the ability to place a bet with the possibilities of a win or a loss.

Is GoldBet a Licensed Wagering Service Provider?

GoldBet is licensed by the Greyhound Welfare & Integrity Commission (GWIC) and regulated by the Liquor & Gaming New South Wales (L&G NSW) to accept wagers via the Internet and the telephone 24 hours a day.

What Hours Does GoldBet Operate?

GoldBet is trading 24 hours a day, 7 days a week.

Customers can bet via any of our online wagering channels (i.e. our desktop and mobile websites, or our mobile App) any time of the day or night.

Account Management & Verification

How Do I Open a GoldBet Customer Account?

Simply click on the 'Join' button in the header at the top of any of our wagering channels and complete the registration form.

The registration process only takes about 2 minutes to complete. If you have any issues, get in touch with us via Live Chat or email.

Why Do I Have to Verify My Identity and How Do I It?

Identity Verification Requirements

Under Australian law including the Anti-Money Laundering and Counter-Terrorism Financing Act 2006 (Cth) and the Australian Rules of Racing, you are required to verify your identify in order to use your GoldBet Customer Account.

GoldBet requires that all Customers successfully verify their their identity prior to any transactions being made.

Verifying Your Identity

You are able to verify your identity electronically via the My Account section of the GoldBet platform. If your identity has not yet been verified, a 'Verify Account' button will appear in the Overview section of My Account.

GoldBet engages a third-party - GreenID - to provide identity verification services in order to more efficiently and comprehensively verify the identity of GoldBet Customers. Your personal information will be supplied to said third-party so that the identity verification process can be completed. The process of verifying your identity may involve checking your personal information against third-party and government databases and/or credit headers.

GoldBet will automatically attempt to verify your identity immediately upon your request to register a new Customer Account.

In some circumstances (including where your identity is unable to be verified by the third-party verification service), you may need to provide us with copies of one or all of the following:

• A current Australian Driver's Licence;
• A current Australian Passport; and/or
• A utility bill (no more than three (3) months old) on which the name and address used for registration of the Customer Account is prominently displayed.

How Do I Retrieve a Forgotten Password or User ID?

If you have forgotten your User ID or your password, click on the 'Help' button in the Log-In section of the GoldBet Website and complete the form to recover your credentials. If you correctly complete the form, you will receive an email shortly thereafter which will instruct you on how to log-in.

If you need any further assistance in recovering your GoldBet Customer credentials and accessing the GoldBet platform, please do not hesitate to get in touch with your friendly GoldBet Customer Support Team.

What If I Didn't Receive My Welcome Email?

We send all new GoldBet Customers a welcome email which includes important information regarding their GoldBet Customer Account.

If you have not received this email, you may be blocking communications from us. If this is the case, you need to add [email protected] to your Safe Sender list or your Contacts.

Banking

How Do I Deposit Funds?

Your GoldBet account must be verified prior to depositing. You must deposit funds into your GoldBet Customer Account before you will be able to place a bet. In order to make a Deposit, navigate to the 'Banking' tab within the 'My Account' section of the GoldBet platform.

Deposit Methods

GoldBet supports the following deposit methods:

• Pay/ID Osko:

  Using your online banking, you can complete an instant PAYID/OSKO transfer to an email address.

  The GoldBet PAYID/OSKO email address/reference is:

  [Your PIN]@goldbet.com.au

  Your PAYID/OSKO PIN can be found in the My Account section of the GoldBet platform. It will be a 4 or 5 digit number listed in the Overview.

  Please note that any deposits under $20.00 will incur a transaction processing fee of $0.50.

  If your PAYID/OSKO transfer is successful, the funds will be instantly transferred to GoldBet. Please let us know via Live Chat that you have transferred funds so that we can ensure that your GoldBet Customer Account is credited immediately.

• Credit Card:

  In order to make your first Deposit via Credit Card you will first need to register the new card. Once you have made a successful deposit via a given Credit Card, the details of the Credit Card will be saved in your GoldBet Customer Account so that you do not need to re-enter your details when making future deposits (unless your Credit Card expires).

  If you use more than one card to deposit funds, all of your registered cards will be listed in the 'Use An Existing Card' section within 'My Account'.

  GoldBet may, at its discretion, require that you verify your ownership of any credit or debit card that is used to fund your GoldBet Customer Account. In such circumstances, you will need to provide us with a legible copy (or photograph) of the front and back of the relevant card. (When sending a copy of the card, the middle 8 digits of the credit card may be redacted for security purposes.)

• Electronic Funds Transfers (EFTs):

  You can transfer funds to your GoldBet electronically via your financial institution's website. Our Bank Account details are as follows:

  Bank Name (Australia)	Westpac
  Account Name	GoldBet
  BSB	032066
  Account Number	011999

  Bank Name (Australia)	Commonwealth Bank
  Account Name	GoldBet
  BSB	062124
  Account Number	11662935

  Bank Name (New Zealand)	ASB
  Account Name	GoldBet
  Account Number	12-3083-0327474-01

  To ensure that your GoldBet Customer Account is promptly credited with any funds you have transferred electronically, you should notify GoldBet of your EFT via the 'EFT Notification' tab within 'My Account'. Please include your GoldBet User ID / Username as part of the transaction reference so that we can easily identify the source of the funds.

  Please note that any funds deposited via EFT will not be credited to your GoldBet Customer Account until we have confirmed receipt of the funds into our Bank Account.

• POLi Payments:

  We accept deposits via POLi Payments. You can launch the POLi Payments console via the ''POLi Deposit'' tab within ''My Account''.

  Please note that we may elect (at our discretion) to postpone the crediting of any funds deposited via POLi Payments to your GoldBet Customer Account until we have confirmed receipt of the funds into our Bank Account.

• Cash Deposit:

  You are able to direct deposit cash directly into your GoldBet Customer Account at any WestPac or Commonwealth Bank branch. Our Bank Details are set out in the ''EFT Notification'' section above.

  To ensure that your GoldBet Customer Account is promptly credited with any cash you have direct deposited, you should notify GoldBet of your cash deposit via the 'EFT Notification' tab within 'My Account'. You should also include your GoldBet User ID / Username as part of the transaction reference so that we can easily identify the source of the funds.

  Please note that any funds deposited via cash will not be credited to your GoldBet Customer Account until we have confirmed receipt of the funds into our Bank Account.

Transaction Fees

Deposits of a sum less than $20.00 will attract a processing fee of $0.50.

We do not charge our Customers transaction fees in respect of deposits exceeding $20.00, or withdrawals, except for deposits made by way of telegraphic transfer. We note, however, that you may be charged a fee by your financial institution for which it is your responsibility to pay.

We may (at our sole discretion) elect to pass on charges levied by our financial institution (or the provider of our merchant facility) in respect of telegraphic transfers used to either deposit or withdraw funds into/from your GoldBet Customer Account.

How Do I Withdraw Funds?

If you wish to withdraw funds from your GoldBet Customer Account, you need to navigate to the 'Banking' tab within the 'My Account' section of the GoldBet platform and submit and ''EFT Withdrawal'' Request.

Please note that:

• All deposited funds must be turned over at least once before they will be able to be withdrawn;
• You must have had your identity successfully verified before you will be able to withdraw funds from your Customer Account; and
• If you use a credit or debit card to fund your account, GoldBet may (at its sole discretion) elect to deposit the proceeds back to the credit or debit card used for the deposit.

Withdrawal requests are processed eight times daily via Osko. This means that, if the Osko withdrawal was successful, the funds will be available in your bank account within hours of your withdrawal request.

If the withdrawal request was unable to be processed using Osko, the request will be processed, and the funds distributed to you, via Electronic Funds Transfer (EFT). Funds distributed to you via EFT may take up to 5 Business Days depending on how long it takes for the bank to process the transfer.

Is My Money Safe with GoldBet?

GoldBet is licensed in the State of New South Wales by the Greyhound Welfare & Integrity Commission and regulated by Liquor & Gaming New South Wales.

GoldBet is also a member of the NSW Bookmaker's Co-Operative which is an association that guarantees payment of all winning bets placed with their members.

In accordance with the Bookmaker Sports Betting Rules contained in the Racing Administration Act (NSW) 1998, and as administered by Liquor & Gaming NSW, GoldBet properly records all Customer transactions. GoldBet also maintains an off-site hosting facility for secure and continuous recording and retrieval of data connected with Customer transactions.

Wagering

What Happens if One of the Horses I Backed is Scratched?

If you placed your bet on the scratched runner before the declaration of the final field (i.e. the time at which final acceptances are lodged), your bet is lost. If the bet formed part of a multi-leg or parlay bet, the entire multi-leg bet is lost.

If you placed your bet on the scratched runner after the declaration of the final field (i.e. the time at which final acceptances are lodged), your bet will be refunded in full except if the bet formed part of a multi-leg or parlay bet, in which event the multi-leg bet will stand and the dividend will be downwardly adjusted to account for the removal of the bet on the scratched runner.

What Are the Minimum and Maximum Bet Limits?

The minimum amount that a Customer can stake on any wager is $0.01.

The maximum amount that a Customer can stake on any wager is determined on a case-by-case basis depending on the event and market conditions and subject to any Minimum Bet Limits applied by any wagering control authority in the relevant jurisdiction. ###BookmakerShortName### will attempt to satisfy all bet requests but may, at its discretion, reject or partially accept certain bet requests.

A number of Australian wagering control bodies prescribe ’Minimum Bet Limits’ for the benefit of punters. For events in which a Minimum Bet Limit is in place, we must accept wagers in which the punter’s potential profit is below the specified threshold. 'Minimum Bet Limits' apply only to Fixed Odds bets. 'Minimum Bet Limits' do not apply to bets on 'Top Fluctuation', 'Best of the Best', 'Tote' or 'Tote-Derivative' products, racing exotics, or multi-leg bets.

Click here to view detail of the currently prescribed 'Minimum Bet Limits'

What I Make An Error When Placing A Bet?

If you make an error when placing a wager, please contact us as soon as possible via Live Chat. If the event on which you have errantly placed your wager has yet to commence, we may (at our sole and absolute discretion) be able to rectify a genuine error and refund the staked amount to your GoldBet Customer Account.

Security & Privacy

Are My Personal & Transactional Details Secure?

GoldBet collects Personal Information as is required for the reasonable operation of our business as a licensed wagering provider. We will only collect such information as is necessary to identify you and for your own security and the maintenance of your account.

We will use all reasonable endeavours, and take such steps as are reasonably necessary, to protect your personal information from misuse, loss and any unauthorised access, modification and/or disclosure.

GoldBet does not give, sell, rent, share, or trade your Personal Information to any third-parties, except where you have consented to its disclosure ether expressly or impliedly by way of your conduct or the circumstances surrounding your provision of the Personal Information, or for any of the following purposes:

• To enable GoldBet to perform its obligations to the Customer under the GoldBet General Terms & Conditions and/or Wagering Rules;
• To enable GoldBet to ensure that the Customer performs their obligations under the GoldBet General Terms & Conditions and/or Wagering Rules;
• To a credit reporting agency;
• To maintain a credit information file in relation to the Customer;
• To carry out a credit assessment on the Customer or to otherwise verify their identity or bona fides;
• For planning, research, promotion and marketing of our products and services;
• To GoldBet'' contractors, and other external service providers associated with the operation of the GoldBet Platform, the GoldBet business and/or the provision of its services, including, without limitation, associated data centres, web hosting providers, payment service providers, identification verification service providers, professional advisors and consultants;
• To government and regulatory authorities and other organisations as required and/or or authorised by law or otherwise permitted under the Privacy Act;
• To law enforcement agencies to assist in the prevention of criminal activities;
• To Australian racing/sports controlling bodies where such controlling bodies request information to protect and maintain the integrity of the racing/sports code or where we consider any betting activity to be suspicious or unusual;
• To a successor entity in the event of a business transition, such as a merger, corporate reorganisation or to a purchaser of part of or all of GoldBet''s assets;
• In order to participate in activities with business partners and sponsors, who will be identified to you when the relevant Personal Information is collected;
• To the extent necessary to carry out the uses which are set out above;
• To co-operate with a judicial process or a law enforcement agency, necessary to protect and defend the rights or property of GoldBet, the GoldBet Platform; or
• To lessen or prevent unlawful activity or serious threats to individuals, public health or safety.