Objective
Who are bet365?
Services
How to access bet365
Customer Services
Service Channels
Wait Times
Raising a Complaint
Ombudsman

This User Service Charter document aims to inform bet365’s customers about the services that we provide, how to access these services, and the commitments and quality standards to be adhered by bet365 when providing those services.

Founded in 2000, bet365 is one of the world’s largest online gambling companies.

Our commitment to innovation and excellence has propelled us to become a trusted name for over 100 million customers across the globe. With a dedicated team of over 8000 professionals, we strive to deliver a superior betting experience offering a vast array of options to suit every preference.

At bet365, we prioritise trust and security above all. We are proud to be licenced and regulated by the Secretaria de Prêmios e Apostas do Ministério da Fazenda, ensuring that we adhere to the highest standards of fairness and security. This commitment allows you to enjoy your betting experience with the confidence that you are in safe and reliable hands.

bet365 offers an extensive range of options for both online betting and gaming.

We aim to provide our services uninterrupted, 24 hours a day, 365 days a year. However, at times our services, may be temporarily unavailable due to site maintenance or for reasons out of our control. Where possible, we will notify customers of any interruptions via our dedicated Help page.

Sports Betting

Enjoy a wide array of sports betting opportunities, offering both pre-match and in-play betting opportunities that cover various sporting events such as Soccer, Basketball, Tennis and many more.

Below are just some of the features you can enjoy with sports betting at bet365.

See our Site Features page for full details and terms and conditions.

Cash Out

Whether an event is still in play or not, Cash Out lets you take a return before the event has finished. This means you don't have to wait for the conclusion of the event/events you've selected to win. See a price you're happy with and select Cash Out to have the returns credited to you by the end of market settlement.

Bet Builder

The Bet Builder feature allows you to pick from popular markets and, as you add them, calculate your odds on the go. Bet Builder lets you make up to 12 selections across different matches and as you add each choice, you can see your potential winnings automatically calculated, giving you a single bet with combined odds.

Live Streaming

With our Live Streaming service, you can watch a wide variety of matches and events on your device. Just look for fixtures/events marked with the Live Stream icon.

Gaming

Experience our classic casino games like roulette and blackjack, as well as a wide variety of online slots and crash games.

bet365 features a one-wallet system that allows you navigate between products and games with ease. With a single account you can switch between sports and gaming using the same login credentials and manage your balance in one location regardless of what product you are using.

bet365 can be accessed either via our Android or iOS App or the mobile and web browser at http://www.bet365.bet.br/. You must have an active, verified account to access our services.

Creating an account is easy, select Join Now and follow the on-screen instructions.

As part of account creation we will need to make sure your identity is verified. Verification is a crucial step to ensure account security and compliance. Verification is completed on account creation, however enhanced verification checks may also be required at certain points afterwards. Account eligibility, acceptance and verification is guided by our general Terms and Conditions. 

To verify yourself, you’ll need to provide evidence of who you are. You can do this by submitting relevant documentation – we’ll guide you through this as part of the account creation process.

Once you’ve completed the above, you’re ready to deposit and play.

Our customers are very important to us, and that’s why we put a great deal of time and effort into our customer service commitments. We pride ourselves on our speed, efficiency and friendliness when dealing with any questions or queries that may arise.

At bet365, our Customer Services team are available to support our customers 24/7. We strive to be accessible to all customers and provide a fair and prompt service.

You can reach our Customer Services team via various channels:

Our aim is to answer all contacts and respond to all queries as quickly as possible. However, we do want to be transparent and there will be times, during busy periods around the sporting calendar, where it might take us longer than usual to respond.

At bet365, we strive to ensure that our customers always have a positive experience. If there's a time we don't meet your expectations, we want to know about it so that we can make things right.

Our Customer Service team is ready to address any issues you might have and work towards a satisfactory resolution. If your concern isn't resolved to your satisfaction, you can ask for your complaint to be reviewed by a senior team member.

If you need to raise a complaint, follow our Complaints Procedure.

The Ombudsman's purpose is to act as an impartial advocate for bet365 customers and to ensure that a good quality of service is provided.

If after raising a complaint to our Customer Service team, you remain dissatisfied with their final response, you may ask the Ombudsman team to review your complaint again.

The operating hours of the Ombudsman are from Monday to Friday, from 9:00 to 17:00 (GMT-3 – Brasilia Time), except on holidays.

If you need to use our Ombudsman service, refer to the Ombudsman Procedure.