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?
Self-Exclusion starts from the moment it is set and is valid for the period of time you choose, which can be adjusted at the user's discretion. Once set, you can increase the duration at any time with immediate effect. You can revoke your self-exclusion at any time, but it will only be effective 72 hours after your request is made. To revoke a self-exclusion, visit the Player Protection section of your account.
3. Can I reactivate my account during an active self-exclusion?
You can increase the time frame of your self-exclusion at any time with immediate effect. To lift a self-exclusion, visit the Player Protection section of your account, but keep in mind that, for your protection, the revocation will only take effect 72 hours after it has been registered.
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. To lift a Self-Exclusion, please visit the Player Protection section of your account.
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?
When you apply self-exclusion to your account, your account balance remains available for the selected period, allowing you to request a withdrawal or keep it in your account for use after the self-exclusion period ends (in the case of temporary self-exclusion). If you have any questions, you can contact our Customer Support for further information and assistance regarding the withdrawal of your remaining account balance.
2. What will happen with my open bets when I activate Self Exclusion?
The bets are still valid, and any winning settlement will be transferred automatically to your betting account.
3. If my open bet wins during Self Exclusion, will I still be able to withdraw my winnings?
Winnings from any settled bets will automatically be transferred to your betting account. In the case of self-exclusion, you can log in to your account and withdraw your balance, but you will not be able to make new deposits or place bets.
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 limits you can set for all our products are:
Deposit Limits
Loss Limits
Wagering Limits
Betting Time Limits
Withdrawal Cancellation Block
Self-Exclusion
3. How do these limits work?
Loss Limits: Loss limits take effect from the moment they are set. Their calculation is based on the Betting P&L, taking into consideration real money you have deposited, and they are defined over a specific time frame (daily, weekly, monthly). These limits reset automatically and are applied again for the selected time frame. Open bets and/or tournaments are considered in the calculation of loss limits.
Deposit Limits: Deposit limits are set over a defined time frame (daily, weekly, monthly). Their calculation is based on the total amount of money deposited into your account during the selected period. These limits reset automatically and are reapplied for the chosen time frame.
Wagering Limits: Wagering limits take effect immediately upon being set. Their calculation is based on the total amount wagered and applies to a specific time frame (daily, weekly, monthly). Once the selected period ends, these limits reset automatically and are reapplied. Open bets are considered in the calculation of wagering limits. You can have multiple active wagering limits at any time. You can decrease your wagering limits immediately, but increasing them will take 72 hours from the date of your request.
Betting Time Limits: This feature allows users to set a daily limit (between 1 and 23 hours) for the time spent on betting activities across all Betano products. Once the limit is reached, no additional bets can be placed until the 24-hour period resets. Reductions in the limit are applied immediately, while increases or removals take effect after 72 hours.
Withdrawal Request Cancellation: You may deactivate the withdrawal request cancellation feature in your account at any time by selecting 'Do Not Allow Withdrawal Request Cancellation'. This request takes immediate effect. To reactivate the feature, select 'Allow Withdrawal Request Cancellation', which will take effect 72 hours later. To prevent a pending withdrawal request from being executed, enter your password and select 'Save'.
4. How can I adjust 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 72 hours 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 must meet the minimum legal age requirement stipulated by the laws of the applicable jurisdiction. In Colombia, the minimum legal age for gambling is 18 years old.
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.
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: Gambling Therapy, Jugadores Anónimos Colombia.
2. Are the above organizations providing their services free of charge?
Yes, all of them provide their services free or charge.
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 Kaizen account. Opening and/or using multiple accounts (in addition to any existing accounts whether the existing account is active, or inactive or closed for any reason), is not permitted in accordance with Colombian online gambling regulation. Should we have reasonable suspicions that any of our customers has opened and/or used multiple accounts with us, we reserve the right at our absolute discretion to temporarily block customers' accounts, as well as all multiple accounts and/or to close all these accounts immediately. Αll winnings, bonuses, free bets and winnings accrued from such bonuses and free bets obtained by creating and/or using those multiple accounts will be void. Funds held in multiple accounts shall be withheld, up to the amount that covers any illegal withdrawals made by the customers from those multiple accounts."
2. Am I allowed to share my account?
The answer is no. According to paragraph 2.13 in our Terms and Conditions, "An Account Holder shall not allow any other individual, including any minor, to use or reuse their Account, access and/or use any material or information from the Website, accept any Prize, or access and/or participate in the Services. Should we have reasonable suspicions that any of our customers has allowed any other individual to use or reuse their Account, we reserve the right at our absolute discretion to temporarily block the customer's account immediately and/or close said account immediately. Αll winnings, obtained by allowing any other individual to use or reuse its Account will be void."
3. Am I allowed to use third-party payment methods for deposits or withdrawals on my own account or that of others?
According to paragraph 3.2 in our Terms and Conditions, "If You wish to participate in any Game, You will have to make a deposit into Your Account from an account or source of which you are the account holder."
4. 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 mandatory information requested into Your registration form. In particular, Names/Surnames, Date of Birth, Type of identity document and the relevant document number, Address and contact details, including a valid email address, mobile number, place of residence, relevant payment information, all of which must be true and correct. It is Your sole responsibility to ensure that the information You provide is true, complete and correct and You hereby declare and warrant to Kaizen that the information provided is true, complete and correct."
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.
Find one from our available contact agents in the hours mentioned here: Customer Support