ScandiBet's support is open between 08:30 - 00:15 CET, every day
Frequently Asked Questions
Q: I want to make my first deposit. What bonuses do you offer?
A: Currently, there are no deposit bonuses available. We will get them up and running as soon as possible. In the meantime, feel free to contact our customer support to see if we can arrange something for you.
Q: What is a wagering requirement?
A: It is very common for casinos to set wagering requirements on their bonuses and free spins that the customer has to fulfill before their bonus money gets converted to real money. This means that you have to play for a certain amount before you will be able to make a withdrawal. Example 1: You get a bonus of €10 with 5 times wagering requirement. In order to fulfill your wagering requirement, you have to place bets on a total amount of €50 no matter how much you win or lose. Example 2: Spin 50 times on Starburst with a €1 stake and your wagering are fulfilled. Example 3: Bet €50 on Manchester United to win against Arsenal. No matter if your bet is a win or a loss, your wagering is completed.
Q: In which games can I wager my bonus?
A: Below you will find information about what games will count towards your wagering: Group A - Slots, Video Slots, Scratch cards, Sportsbook = 100 % Group B - Video Poker, 3 Card Poker, table games and other games = 0 % Bets on the following games do not count towards the wagering: Blood Suckers, The Wish Master, Immortal Romance, Robin Hood Shifting Riches, Playboy, Champion of the Track, Dead or Alive, Kings of Chicago, Cosmic Fortune, Jackpot 6000 and progressive jackpots. Casino bonuses can only be wagered in the casino and sports bonuses can only be wagered in sportsbook. Please note that in sportsbook you need to have a total odds of minimum 1.9 in order for it to count towards the wagering.
Q: How can I get in touch with customer service?
A: It is very simple. Just send us an e-mail to firstname.lastname@example.org or contact our live-chat that you will find in the bottom right corner. Our live chat is open between 08:30 CET - 00:30 CET, every day of the year.
Q: Do I need to verify my account?
A: No. There is no need to verify your account by sending us documents since you are already verified through Trustly. If we, in a very rare case, need you to send us some documents, we will send you an email with more info, although this is very unlikely.
Q: How do I change my registered e-mail address?
A: If you want to change e-mail address we kindly ask you to send your request from the previously registered e-mail address and let us know to which address you want to change it. If you do not have access to the previous e-mail address, please attach a proof of ID (Driver's license, passport, ID card) and proof of address (utility bill) in your e-mail request so we know that the right person that is sending the request.
Q: I feel like I want to limit my gambling a bit, how do I do?
A: There are several ways to limit your gambling. For more information, we recommend you to visit our responsible gambling section or go to “My account -> Responsible Gaming” where you can set deposit limits, loss limits, wager limits, play session limit or block your account.
Q: Can I play at your casino?
A: You are allowed to play at our casino as long as you are over 18 years old and are a resident of either Sweden, Finland or Germany.
Q: Do you have any fees for transactions?
A: No, Trustly is completely free to use, both for deposits and withdrawals.
Q: How do I create an account?
A: It's super simple and only takes a couple of seconds! You simply press the "DEPOSIT" button, choose your amount and which bank you want to use. Once you have confirmed your payment, your account is created. When your session is finished, just close down the window. When you want to start another session, just press "FETCH BALANCE", type in your details and your account and you will find your account and your balance in the exact same state as you left it. Simple as that!
Q: How do I close my account?
A: If you want to pause your account, then go to “My Account -> Responsible Gaming -> Block Account”. There you can choose if you want to block it 1 day, 7 days or 31 days. If you would like to close it for a longer period, please send us your request to email@example.com from your registered e-mail address and give us the following information:
- Length of account block
- Reason for account block
- Full name
- Date of Birth
- Phone number
Q: I have made a withdrawal, when will I get my money?
A: Our withdrawals are processed within 5 minutes. We have instant payout to most of the banks. If you haven't received your withdrawal instantly, please contact our support and we will look into what might be the reason.
Q: I tried to make a withdrawal but it got declined, why?
A: A reason why your withdrawal might be declined is that your balance is lower than the requested amount or that you have an active bonus. If neither of these is the case, please contact our support and we will help you.
Q: Can I create more than 1 account?
A: No. You are only allowed to have 1 account per person/IP-address/address/phone number according to our terms and conditions.
Q: Can I use someone else’s bank account for deposits to my casino account?
A: No. It’s strictly forbidden to use someone else’s bank account. The casino account holders and the bank account holder needs to be the same person.
Q: It seems like my bet has not been settled correctly. What do I do?
A: Unfortunately, this happens in very rare cases. Please contact our support and provide us with your bet ID and we will fix this for you within minutes.
Q: I want to place bets on a match that I can’t find on your site. What do I do?
A: As there are a lot of events and matches going on every day, we only list the most popular ones, so it will be easier for the customer to find the right one. If the particular game is not visible for you, you can contact our live-chat and ask if we can add it for you.
Q: I have been playing a lot now, but I don’t get any good winnings.
A: We fully understand that it takes away a bit of the joy if you have really bad luck. However, we do not have any chance of affecting the slot payout in any way. All game providers have their own random number generator (RNG) that is tested and approved by several independent third parties, so every player has an equal and fair chance of winning. Most slot machines have an RTP (return to player) of 97%, which is giving you a good chance of winning. We hope that you have better luck next time!
Q: The slot stopped in the middle of a game round, how do I know if I won or not?
A: If a game round stopped in the middle of a round, it will start where you finished when you re-open the game. Please log out of your account, clear cache and cookies, log back in and start the slot again. If the game round does not continue where it finished, please check ”Account -> History” to see if you won or not. If your game round does not have an end date in your history, please contact support and we will help you.
Q: When I open a game I only see a black window, and nothing happens?
A: Please make sure that JAVA is installed on your device.
Q: I’m trying to create an account, but something wrong happened. What is the issue here?
A: If you previouly have closed your account for gambling related problems on any of the brands operating under our license, you won't be able to open an account with us. If this is not the case, please contact our support and we will assist you.
Q: Which browser should I use when playing at ScandiBet?
A: We recommend our customers to use Google Chrome as our site is optimized for that browser. If you are using Mac, you should play from Safari. Also, please make sure to have the latest version of Flash installed in your browser.
Q: I can’t log in to my account, what should I do?
A: Please make sure that you are completing the bank ID process and that you have entered all the details correctly. It is also possible that your account is blocked for some reason, contact our support and we can give you more info about this.
Could not find the answer to your question? Choose Start Chat at the top of this page to start talking to one of our support agents.