Totesport Help - FAQ General

These are frequently asked questions relating to the totesport web site. Click on a question to see the answer.


Account Questions

I’m an existing Totesport telephone DEBIT customer, how do I activate my online account?

Simply click on open account and scroll down to update account which is located in the existing telephone betting customer section. By clicking this button you’ll be taken to the activation page, for ease please make sure you have the following details to hand:

  • Your telephone account number.
  • Date of birth.
  • The last 4 digits of your current registered card.
  • Card expiry date.

Once these details have been submitted you can now choose a username and password (your username can be your existing account if it’s not already been picked by another customer).

I’m an existing Totesport telephone CREDIT customer, how do I activate my online account?

Please call 0800 666 100 to activate your account for use at totesport.com - lines are open 24 hours a day 7 days a week. We will ask you for the following essential details when you call:

  • A debit or credit card - enabling you to settle balances and deposit funds instantly online if you wish.
  • A username and password - your username will by default be the same as your new account number but you can choose something else if you wish. Both must be between 6-16 characters long and can contain letters or numbers.

I’m a new to Totesport.com how do I register?

The registration process is designed with security as the prime concern and you must fill out all sections. Please ensure that only you have access to your password.

You can register on totesport by clicking on the open account link at the top of the home page.

When you click this button you will be presented with 3 preconditions. Please note you must tick the box to Accept the three preconditions to begin the registration process. This will take you to a screen asking for your postcode and property name or number. After entering these you will move to the Registration screen with your address details completed. Please check that they are correct. You can correct any mistake by deleting and entering the correct details.

When entering your details please note that all boxes marked with an asterisk (*) are mandatory. If you fail to complete a mandatory field you will receive a note informing you of the missing entry. Pressing Clear form removes all entries including address details.

As part of the registration process we ask you to submit a security question with an answer which only you know. We can then be certain of your identity in the event you need to contact customercare@totesport.com. You can change your personal details, other than your security questions at anytime.

It is totesport.com policy not to accept Solo or Electron cards being registered as the method of depositing funds into a betting account. We have taken this stance as one of the measures adopted to help us do all we can to prevent under-18’s from betting on our website.

Please note that we do take all major credit and debit cards and suggest you register one of those as the method of depositing funds into your betting account.

If you have any further queries please do not hesitate to contact us.

Users are advised not to save their password for automatic entry.

If you have any problem registering please contact customercare@totesport.com.

Why can’t I log in?

If you are having difficulty logging in it is probably due to an incorrect username and/or password being input. If it is an incorrect username you will be told The Username Supplied Does Not Exist. Please re-enter your username and try again.

If it is an incorrect password you will be told it is an Invalid Password. Please try again and note that the password is case sensitive.

If you still cannot log in please e-mail customercare@totesport.com, sending details of your name and address and we will issue you with your username and / or a new password once you have answered your security question.

What happens if I forget my password and/or username?

If you forget your password and/or username please e-mail customercare@totesport.com sending details of your name and address. We will provide you with your username and a new password when you answer your security question. Once a new password has been issued please go into totesport and change this to a word of your own choice to ensure security. (see How do I change my password?).

How do I change my password?

You can change your password at any time. We encourage users to do this if they believe someone may know their password or their password has been reset by customercare@totesport.com. It is the responsibility of the user to keep their password secure - do not allow anyone access to this information.

To change your password click on my account and select password from the choice of tabs. Enter your current password and new password on the pop-up screen.

I have a new e-mail address, or moved house, how do I change my personal details?

You can change your personal details at any time.

To change your personal details click on my account and select my details from the pop up box. Enter the new details on the Registration screen.

What are my preferences used for?

At totesport.com we’re interested in finding out what you’re interested in so that we can endeavour to tailor how we communicate with you, by what means and enhance your betting experience. Simply click on my account, select my preferences and then tick the boxes that suit your needs. These preferences can be updated at anytime should your interests change. Simply repeat the process above and resubmit your form.

How do I view free bets?

To view details of free bets simply select my account and then free bets from the tabs along the top. On this screen you will find a summary of any current free bets / offers that you could claim or any free bets that have been claimed but are still unused against your account and when they should be used by.

How do I claim a free bet?

In the free bet screen simply scroll down to the claiming rewards section, enter the applicable voucher code and press submit. The details of this free bet, i.e. value, event and expiry date will now appear at the top of the free bet screen.

How do I log out?

It is possible to log out at any time by clicking on the logout button in the top navigation bar. totesport strongly advises all customers not to stay logged in while away from their PC.

How do I access details of my account balance, betting or transaction history?

At any time you can gain access to your account details by clicking on my account and statement in the choice of tabs, which will present you with your current account balance. This page summarises the last 10 bets placed (date bet was placed, what event and any returns) and the last 3 payment details.

How do I find a betting transaction in my account?

Simply click on the my account link and your statement will be displayed, detailing the last 10 transactions on your account.

How do I search for a specific bet in my account?

Legacy history

Select my account and then the history tab. Here you can view your legacy history which allows you to see all bets placed between 1st April and 6th December 2006.

Search options

You can either search for a bet or payment. Furthermore, you can choose to search within a timeperiod, a date range, or even for a specific receipt number. The information is displayed in the following format:

  1. Date:- The first column provides the Date on which the transaction was made. This will be in the form dd/mm/yyyy. If the transaction happens to be a bet, you can click on this to see specific details associated with the bet. These details include the Serial Number which is the unique identifier for the bet, whether the bet is settled or unsettled, the Stake, the Number of Selections / Bets and will also list the actual Selections you made, plus all other relevant information.
  2. Type:- The second column states the transaction Type. eg. If there was a manual transaction.
  3. Amount:- The 3rd column provide a summary of the amount staked for the transaction in question. It will take into account the bet Type so if, for example, the user has staked £10 each-way, the Total Stake will be highlighted as £20.
  4. Balance:- The 4th column shows the remaining account balance after the bet has been placed.
  5. Description:- This communicates any additional info i.e. if a free bet token has been used.

If there are any other queries relating to online Statements not answered here, please contact customercare@totesport.com.

How do I deposit money?

If you wish to transfer money in to your account click cashier tab and select whether you wish to credit your sportsbook or casino account. Simply enter your 3 digit CVN number found on the reverse of your card, the amount you wish to deposit, then confirm by entering your password and pressing deposit. enter the amount you wish to deposit. Then click Confirm. If you have not already registered your card details you will be prompted to do so now. You can deposit money using the following cards:

  • Mæstro
  • Delta
  • Mastercard
  • Visa
  • •Laser

All customers may make deposits by Mastercard or Visa.

NB: totesport will take no additional charges from your credit card for using our services, however some credit card providers may treat your deposit transaction with totesport as a cash withdrawal and charge you accordingly within their terms and conditions. totesport accept no liability for any credit card charges you may incur.

Customers may also deposit into their totesport account using a Moneybookers wallet. See FAQ “What is Moneybookers?” or visit moneybookers.com for further details.

How do I transfer money?

If you wish to transfer money between your sports and casino account or vice versa simply click the cashier tab and then select transfer. Simply select the amount you wish to transfer from your available balance, enter your password and select transfer funds to confirm. If transferring funds from a non-GBP account to Bingo, the transfer amount will be converted into GBP.

How do I withdraw money?

Withdrawals are made back to the card from which funds were deposited unless there is some restriction placed upon those withdrawals by the card issuer (for example, see Mastercard section below).

Debit Cards

To withdraw money back to your debit card click on my account, cashier and withdraw. Enter the amount you wish to withdraw, enter your password and click on the confirm button. The money normally reaches your credit card account within 3-5 days.

Laser cards may only be registered against Euro currency accounts.

Credit Cards - Visa

In normal circumstances if you use a Visa credit card, all winnings must be credited to the same card. To withdraw money click on my account, cashier and withdraw. Enter the amount you wish to withdraw, enter your password and click on the confirm button. The money normally reaches your credit card account within 3-5 days.

Visa card policy, and that of some issuing banks, imposes restrictions that stop bookmakers from making payments to Visa cards that have been issued in certain countries. These countries currently include Australia, Canada, Hong Kong, Malaysia, Singapore and Turkey. If you deposit money using a Visa card issued in these countries you must withdraw your money to a UK bank account. Payment to an overseas bank account may be possible subject to fully satisfactory identification checks. However, we reserve the right to pay by personal cheque at any time. Cheques are issued in the currency in which the totesport account is held.

Credit Cards - Mastercard

If you deposited money using a UK issued Mastercard you must withdraw your money to a UK bank account. Due to Mastercard policy it is not possible to withdraw funds back to your card. If you choose to deposit using a non-UK issued Mastercard and are without a UK bank account, payment to an overseas bank account may be possible subject to fully satisfactory identification checks. However, we reserve the right to pay by personal cheque at any time. Cheques are issued in the currency in which the totesport account is held.

To withdraw money into your bank account click on my account, cashier and withdraw and follow the instructions given. If you have not entered your bank account details you will be prompted to do so now.

Withdrawal requests will normally take 3-5 working days to credit your bank account.

Random requests for identification take place to ensure absolute security of all customers financial details and to assist us in helping combat fraud efficiently. You may be asked to produce three forms of identification when withdrawing funds to any source which may add some delay to usual withdrawal timescales.

To withdraw funds other than winnings (i.e. money deposited but not used to bet), you will need to contact customercare@totesport.com.

How long does it take for withdrawn money to reach my bank account?

It usually takes up to 3 - 5 working days for funds to clear into your bank account, unless it is your first withdrawal having used a credit card to deposit money into your totesport betting account. In this case, your first withdrawal will be processed 14 days after the first use of your credit card and then take 3 - 5 working days to credit your bank account.

Can I change the payment card registered to my account?

You can change your card at any time, but it is necessary to follow certain procedures to ensure that we are able to protect the confidentiality of your account and minimize the risk of fraud. Please remember that due to auditing requirements and to prevent fraud it is only possible to register one card on one account. Once your account has been reset your old card number will be disabled on the system.

Credit Card

If you have been issued with a credit card with a new card number please call 0800 666 100 or send an e-mail to customercare@totesport.com with details of your username.

Debit Card

If you have been issued with a debit card with a new card number please call 0800 666 100 or send an e-mail to customercare@totesport.com with details of your username. If the balance on your betting account is under £5 you will be asked your security question and once answered correctly we will reset your account and input your new card details for you. If the balance on your betting account is over £5 you must withdraw that balance to the original card. Once the balance is zero, and you have answered your security question correctly, we will reset your account to allow you to register a new card.

Why am I having a problem making a deposit?

Below is a list of the most common reasons why users are unable to make a deposit:

  1. The use of a wrong card number or an invalid issue number.
  2. Attempting to use a newly issued card that is not registered on the system. If you have a newly issued card it may have a different number. If this is the case send an e-mail to customercare@totesport.com with details of your username and we will reset your account to accept your new card details once you have correctly answered your security question.
  3. Entering the wrong card number. Please make sure that you are entering the large number across the middle of the card.
  4. Only Switch cards have issue numbers, so if you are using a Delta card please leave this field blank. Otherwise, please enter the issue number as printed on the card.
  5. Trying to use a card which has already been used on another account (this most often occurs with husband and wife attempting to use the same card on 2 different accounts). You can only register a card on one account. If a card has already been registered on another account it cannot be used on a second account.
If you continually receive a message containing Please try again later, please send an e-mail to customercare@totesport.com, with details of your username.

What is the maximum payment?

The maximum payment to any one account holder, in respect of any one day’s Internet betting is £500,000 with any exceptions as listed below:

Horse Racing
Bets with all selections at race meetings covered in full* by SIS that take place in Great Britain or Ireland. £500,000
Bets with all selections at race meetings covered in full* by SIS which include South Africa. £250,000
Bets with all selections at race meetings covered in full* by SIS which include races taking place outside of Great Britain, Ireland & South Africa. £100,000
Bets which include one or more selections at race meetings not covered in full* by SIS. £50,000
Greyhound Racing
Bets with all selections at BAGS / BEGS meetings covered in full* by SIS. £250,000
Bets with all selections at meetings televised live by Sky Sports or terrestrial television. Greyhound Placer. £50,000
Bets which include selections at BAGS / BEGS meetings not covered in full* by SIS or non - BAGS / BEGS meetings taking place at Crayford, Hove, Romford, Walthamstow or Wimbledon stadia. £25,000
Bets which include selections not covered above. £10,000
Football
Bets involving:
  • Premiership, Championship, League Divisions One or Two in England.
  • Premier League, League Divisions One, Two or Three in Scotland.
  • Premier Leagues in France, Germany, Italy or Spain.
  • Cup matches in England or Scotland.
  • International matches or European Cup competitions.
£500,000
Bets which include one or more selections not covered above. £100,000
Sports Betting
Golf Majors £500,000
American Football, Athletic World Championships, Boxing, Cricket, Motor Racing, Olympic Games, Rugby League Club matches and Internationals, Rugby Union Club matches and Internationals, Other Golf Tours, Snooker, Tennis. £100,000
Baseball MLB, Basketball NBA, Ice Hockey NHL. £50,000
Australian Football, Sports not covered above. £25,000
Non-Sports Betting
Numbers Betting. £250,000
Virtual Racing. £100,000
Bets which include selections not covered above. £25,000

Where accounts are held in Euros the same numerical values will apply (for example, maximum payment to any one account holder in respect of any one day’s Internet betting is €500,000). Totesport reserve the right to change this policy at anytime in light of exchange rate fluctuation.

What is the minimum deposit?

The minimum deposit on totesport is £10 (GBP accounts) or €15 (Euro accounts). This is subject to change during promotion and marketing activities.

Can I cancel a bet?

Once a bet has been confirmed on totesport it is not possible to cancel. If you are unsure as to whether a bet has been placed please check your betting history by clicking on my account and statement.

Can I restrict the amount that I deposit to bet with?

You can easily control the amount that you deposit by clicking on my account and selecting the player protection tab. In the area headed player protection use the drop down to select a time to select a time limit for the deposit limit i.e. daily/weekly and then the amount that you want to submit as your daily/weekly cap from the other drop down i.e. £50, £100, £1,000 or £10,000.

How do I exclude myself from betting for a period of time?

If you feel you are having problems controlling your gambling, you can exclude yourself from using your totesport account for a period of time (minimum 6 months, maximum 5 years). To do this please contact our Customer Care department on 0800 666 100 or email customercare@totesport.com where a member of our team will be pleased to hep you with this simple process

How secure is totesport.com?

There is a great deal of security built around financial transactions on the Internet. Our encrypted payment system is to Nat West Bank specification and our main computers all have digital security certificates.

All debit card deposits and withdrawals are routed via encrypted links with the banks. This is what makes it safe to give out your card details on the Internet.

Can I bet in any currency?

At present we offer our customers the option to bet in UK Pounds (GBP) and Euros. You will see this choice as a drop down list of currencies when you register. You can choose which currency is most convenient for you to bet in. When you have selected a currency, you then deposit funds, bet and collect winnings in that currency (unless otherwise stated in these rules).

Can I change my currency after I have registered?

Unfortunately we are unable to change the currency that your account has been registered in. You will need to register a new account to bet in a different currency.

How does currency conversion work, and when will I see it?

For transactions involving an exchange in currency, the applicable rate of exchange will be the “Closing mid-point for Pound Spot Forward against the Pound” as published in the Financial Times from time to time. To see the exchange rate that is currently applicable to your account go to the My Account section of your account.

What currency will I be playing with for Bingo?

When you play Bingo you will be betting GBP. So, if you have registered your account in Euros you will see the amount you are transferring into your Bingo account in Euros and the amount it corresponds to in GBP. Your stake will be in GBP. The actual Euro-GBP/GBP-Euro exchange rate will be available by going into the My Account section of your account.

How do pool bets work on Euro accounts?

UK & Irish pool bets are placed in GBP whichever currency you bet in. When you enter your GBP unit stake the total bet stake will be calculated and displayed in both GBP and Euros.

How do US Racing pool bets work on Euro accounts?

US Racing pool bets are placed in US Dollars. When you enter your US Dollars unit stake the total bet stake will be calculated and displayed in both US Dollars and Euros (if a Euros Account) or US Dollars and GBP (if a GBP account).

What else do I need to know about Euro accounts?

Despite our efforts, we cannot guarantee your request regarding the payment method and currency of payment of your withdrawal.

We accept and understand that when funds are transferred to and from Bingo accounts losses or gains may be made because of the fluctuating nature of exchange rates. However, where we believe that facilities are being used primarily to benefit from exchange rate fluctuations then we reserve the right to return funds at the exchange rate in force at the time monies were deposited.

What is Moneybookers?

Moneybookers is a service that allows their customers to safely send and receive money via email. It is a secure and respected service described by them as a “wallet for the internet to shop and send money worldwide”.

The benefits of using Moneybookers are:

  1. Security – by using Moneybookers you are no longer exposing your credit/debit card information every time you make an online transaction.
  2. Convenience – all your internet payment transactions are handled through a single “wallet”, including those with totesport.
  3. Fast – you can send and receive payments in real-time.
  4. Borderless – Across the world, Moneybookers offers a fast and cost effective way of sending money cross-border and allows our customers to make transactions to and from their totesport accounts with a minimum of fuss.

How do I deposit into my totesport account using Moneybookers?

The minimum deposit you can make from your Moneybookers account into your totesport account is £10.00 or €10.00 (depending on the chosen currency of your totesport account). The maximum deposit is £20,000 or €20,000.

Funds will arrive into your totesport account in the currency of your totesport account and, if your Moneybookers account is in another currency, Moneybookers will apply their currency conversion rate applicable at the time.

Totesport does not apply any charges for making your transactions through a Moneybookers wallet although customers should familiarise themselves, and be satisfied with, fees that may be applied by Moneybookers themselves (see moneybookers.com).

Depositing – an easy guide:

First – Login to your totesport account

Using your existing username and password, login to your totesport account.

Second - Navigate to the My Account > Cashier > Deposit page (or simply select Deposit from the navigation bar).

If you are depositing into the totesport for the first time select Moneybookers from the choice of payment methods and click Continue.
At this point you will need to add your Moneybookers account details to your totesport account. If you don't already have a Moneybookers account, fill in your email address and your desired amount and you will be able to create an account and deposit straight away.
If you already have an existing payment method such as a Debit or Credit card and want to change your preferred payment method to Moneybookers you will need to contact our Customer Care team on 0800 666 100 or email customercare@totesport.com.

Next - Log in to your Moneybookers account and process the deposit

The next page will load your Moneybookers account login page. The amount you wish to deposit should already be on display along with your email address. Simply enter your Moneybookers password and complete the Turing number as displayed in the grid underneath.

Finally - Confirm the details of your transaction

From the next page, check the total payable is correct and then choose which payment method to use. The payment methods available will depend on how you have configured your Moneybookers account. Usually, you will have a balance in your Moneybookers account already and will want to make use of those funds. Once selected, press the Confirm button and complete the transaction. Within a few seconds you should receive confirmation that the deposit has been successful.

How do I withdraw funds from my totesport account using Moneybookers?

The minimum withdrawal you can make from your totesport account into your Moneybookers wallet is £10.00 or €10.00 (depending on the chosen currency of your totesport account). The maximum withdrawal is £10,000 or €10,000. Withdrawals are limited to a maximum of three in any 24hour period.

Funds will arrive into your Moneybookers wallet in the currency of your Moneybookers account. If your totesport account is in a different currency, Moneybookers will apply their currency conversion rate applicable at the time. Please see moneybookers.com for details.

Totesport does not apply any charges for making your transactions through a Moneybookers wallet although customers should familiarise themselves with, and be satisfied with, any fees which may be applied by Moneybookers themselves (see moneybookers.com).

Withdrawals are normally processed on the day requested but security checks may occasionally delay withdrawals beyond this timescale. Please note that we may also sometimes seek additional identification from customers upon funds withdrawal, to assist with the prevention of fraud and money laundering. We thank you for your co-operation should you be requested to provide such additional information at any time.

Withdrawals – an easy guide:

First - Log into your Tote account and navigate to the My Account > Withdrawal page

Using your existing username and password, log into your account and press the My Account button and then the Withdrawal button.

Next - Check the details and confirm

The next page should show your registered Moneybookers email address for reference. On this page, you should now enter the amount you wish to withdraw and select the Withdraw Funds button when ready.

Finally - Confirmation

The next page will display confirmation that the withdrawal has been successfully processed.


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Technical Questions

Why do I keep getting timed out?

As a security precaution, after 24 minutes of inactivity while in the system users will be automatically timed out. In this situation you will be required to login again.

How to I change my type preferences?

We aim to ensure that totesport.com is accessible to all users, regardless of their ability. All text on totesport.com can be sized to suit the user without losing information and content. This can be done using the capabilities built into your browser, please refer to your browsers help to determine how this is done.

How do I use totesport.com without a mouse?

It is possible to interact with totesport.com with just the keyboard. To use the keyboard for navigation press the TAB key to move forward through the items on the page, and Shift-TAB to move backwards. Pressing the return key.

How do I stop my browser from automatically saving my password?

Deselecting the Username And Password On Forms can turn off this facility. This can be accessed through the Tools option in your tool bar, then select Internet Options, Content and Auto Complete.

Why does my screen look odd, or why am I seeing out of date information such as an incorrect balance, or yesterday’s odds?

totesport is designed to work best in Internet Explorer 6x and Firefox 1.5x. Cookies must be enabled, or log in errors may occur.

To enable cookies please follow the instructions below.

Instructions for Internet Explorer 6

  1. Select the Tools / Internet Options menu item.

  2. Choose the Security tab.

  3. Click on Custom Level.

  4. Select Medium from the Reset To drop down list.

  5. Click Reset.

  6. Click OK in the Are You Sure? box.

  7. Click OK to exit Security Settings dialog.

OR

  1. Find the Cookies section.

  2. There are two sub-sections, Allow Cookies Stored On Your Computer and Allow Per Sessions Cookies.

  3. Under the Active Scripting section, make sure Enable is selected.

  4. Click OK to exit the Security Settings dialog.

  5. Click APPLY then OK.

Why is the site slow?

Due to the nature of the Internet there are certain factors relating to speed outside of our control. These are primarily linked to Internet Service Providers and Browsers. ISPs route their connections in a variety of ways and this can affect the speed and connection of the site.


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