Frequently Asked Questions

1. How do I create a NeonBet account?

Open the registration page, enter an email address you can access, provide your date of birth and create a strong password that you do not use for other services. Then complete the verification step sent to your email address. Account and regional eligibility checks may also apply.

2. How old must I be to use NeonBet?

NeonBet is intended only for adults aged 18 or over. You must also comply with any higher legal age requirement or restrictions on online gambling applicable in your location. Being able to create an account does not mean that you are legally eligible to use the service where you are.

3. What should I do if the email verification message has not arrived?

First check your inbox, spam and junk folders. Make sure you used the correct email address when registering. If the message still does not appear, contact the Support Center. Do not share verification links or codes with anyone else.

4. I forgot my password. How can I reset it?

Use the password-reset option on the sign-in page and enter the email address linked to your account. Follow the steps in the link you receive to set a new password. If the message does not arrive, check your spam folder and the address you entered.

5. What should I do if my password-reset link has expired?

Password-reset links are time-limited. If yours has expired, submit a new reset request from the sign-in page. Use the reset link yourself only and do not include it in support messages.

6. What should I check if I cannot sign in to my account?

Make sure you are entering the email address linked to your account and your password correctly. If two-factor authentication is enabled, use the current code. If you are unsure of your password, start the reset process. If the issue continues, contact the Support Center with the displayed error message; do not send your password or verification code.

7. How do I enable two-factor authentication?

Open Security in the Account section and start setup using a compatible authenticator app. Scan the displayed QR code or enter the setup key in the app. Then confirm with the current code and store your recovery codes securely.

8. What should I do if I lose access to my authenticator app?

If you have the recovery codes provided during setup, use them in the relevant secure sign-in or recovery step without sharing them with anyone. Each recovery code can be used once. If you also cannot access your codes, contact the Support Center; account ownership may need to be verified.

9. How should I store my recovery codes?

Keep them in a secure place accessible only to you, preferably offline. Remember that each code can be used once. Do not include recovery codes in support messages, public documents or chats accessible to others.

10. Why might identity verification be requested?

Identity verification may be requested to protect your account, review a withdrawal request or meet applicable obligations. The information required and the scope of the review depend on the circumstances. Complete verification requests only through the secure flow in your account.

11. Where should I submit identity documents, and how can I track the review?

Submit documents only through the verification flow in your account. Check the required document types and image requirements on the relevant screen. You can contact the Support Center for the status of a pending review. Do not assume that every application has the same review time.

12. What should I do if I see a transaction I do not recognise?

Record the transaction date and reference and notify the Support Center without delay. If you can access your account securely, change your password and check your security settings. When sharing relevant screenshots, hide passwords, codes and other confidential information.

13. How do I deposit into my NeonBet account?

Open Wallet and select an asset and network supported on the deposit screen. Check the displayed address, minimum amount and other transaction details before initiating the transfer. The selected network must match the network used in the sending wallet exactly.

14. Which crypto assets and networks can I use?

Use the assets and networks displayed in Wallet at the time of the transaction. Do not assume that an option you saw previously is still supported. Versions of the same crypto asset on different networks may not be interchangeable.

15. Where can I find the minimum deposit amount?

Before sending, check the minimum amount shown on the deposit screen for your selected asset and network. Also check whether the sending wallet or exchange deducts a fee from the transfer amount. The amount shown on the sending screen may differ from the amount that reaches the recipient.

16. What is the difference between a crypto asset and a transfer network?

The crypto asset is the value you are sending; the network is the blockchain on which the transfer takes place. An asset can exist on more than one network. Having the correct asset name alone is not enough: the sending network must also match the network on the NeonBet deposit screen.

17. Why is my deposit taking time to appear in my account?

The required blockchain confirmations must be completed before a transfer is credited. The time depends on network conditions and the transaction’s characteristics. A transaction showing as initiated in the sending app does not mean that network confirmations are complete.

18. What should I do if the transfer is confirmed but my balance has not updated?

Compare the asset, network and recipient address with the deposit instructions. Check the transfer status and confirmations in a blockchain explorer. If the transaction is confirmed but the balance is not showing, send the TXID, asset, network, amount and transaction time to the Support Center.

19. What is a TXID, and where can I find it?

A TXID is the identifier of a blockchain transfer; it is also called a transaction hash. It is usually available in the transaction details in the sending wallet’s or exchange’s history. In a support request, share the relevant transaction’s TXID, not your account password.

20. What should I do if I used the wrong network, sent an unsupported asset or deposited below the minimum?

Contact the Support Center before repeating the transfer. Provide the TXID, asset, network, amount and recipient address. Whether intervention is possible depends on technical conditions and applicable rules; recovery or crediting is not guaranteed. Do not share your private key or recovery phrase.

21. How do I submit a withdrawal request?

Open the withdrawal screen in Wallet. Select a supported asset and network, enter a recipient address you control and specify the amount you want to withdraw. Carefully review the address, network, amount and displayed fee before confirming the request.

22. What should I check about the withdrawal address and network?

Make sure the receiving wallet accepts your selected asset on the same network. Compare the address you copied with the address on the confirmation screen. Do not rely only on addresses looking similar; transfers made to the wrong address or on the wrong network may be irreversible.

23. Where can I see withdrawal limits and fees?

Check the current information displayed in the withdrawal form during the transaction. Do not rely on old promotions or another network’s conditions for the available amount, limits or fees. If you do not understand a displayed amount, seek support before confirming the request.

24. Why is my withdrawal request pending?

Your request may be under review for account security or identity verification. An active bonus may also affect withdrawals under its applicable terms. Check the request status, verification information and bonus progress in Wallet or Account.

25. What is the difference between account review and blockchain confirmation?

Account review assesses the request for security or eligibility. Blockchain confirmation occurs after the transfer has been sent to the network. These are different stages; a request being under review does not mean that the transfer has been sent to the blockchain.

26. Can an active bonus affect my withdrawal?

Yes. Depending on the bonus terms, withdrawals may be restricted until the wagering requirement is completed or the bonus is cancelled under the applicable rules. Cancellation may affect the bonus balance or associated winnings. Read the terms and confirmation message before proceeding.

27. What should I do if a sent transfer has not arrived or I entered the wrong address?

Check the transaction reference and any available TXID. You can track a sent transfer in the relevant blockchain explorer. If you notice an address error, notify the Support Center immediately. Cancellation or correction depends on the transaction’s stage; do not assume that confirmed transfers can be reversed.

28. Where can I find a bonus’s terms?

The terms are published with the relevant promotion. Review eligibility, validity period, wagering requirements, eligible games, contribution rates and maximum bet details before participating. Do not assume that one bonus’s conditions also apply to another offer.

29. What does a wagering requirement mean?

A wagering requirement explains how many times, or to what total wagering volume, an amount specified in the bonus terms must be wagered through eligible bets. Check the offer’s own terms to establish whether the calculation applies to the bonus amount, deposit amount or another basis.

30. What is a game contribution rate?

The contribution rate shows how much of eligible wagering in a particular game counts towards bonus wagering requirements. For example, at a 20% contribution rate, 2 units of an eligible 10-unit wager count towards the requirement. This is only an illustrative example; the applicable rate is stated in the campaign terms.

31. Where can I see my bonus wagering progress?

Open the active bonus details in Account or Wallet. Where the relevant information is available, the panel shows the wagering requirement and the amount completed or remaining. Also check eligible games and contribution rates when interpreting progress.

32. Why are the maximum bet limit and bonus validity period important?

Some offers limit the highest bet permitted while using a bonus and the time allowed to complete the conditions. The consequences of not complying are explained in the offer rules. Do not assume that all bonuses have the same duration, limit or consequence.

33. What happens if I cancel a bonus or it expires?

The outcome depends on the relevant offer’s terms. Cancellation may remove the bonus balance or associated winnings. Read expiry rules separately as well. Before confirming cancellation, carefully check which amounts the screen says will be affected.

34. Where can I see my VIP level and progress?

Sign in and open the VIP section. In this panel, you can track your current level, wagering volume recognised by the programme, applicable rates and, where relevant, progress towards the next level.

35. How does rakeback accrue?

Eligible real-money wagering may accrue rakeback according to your current VIP level and the current VIP settings. Check your applicable rate and accrued amount in the VIP panel. Rakeback does not mean that losses will be covered or that wagering is risk-free.

Rakeback is assessed on the eligible real-money portion of settled wagers; bonus-funded wagers do not accrue it. Level-progress figures and claimable amounts should be checked separately in the account.

36. Do wagers made with a bonus balance earn rakeback?

No. Wagers funded by bonus balances do not accrue rakeback. Your account and real-money wagers must also meet the programme’s other eligibility conditions.

37. How can I claim my rakeback?

On the VIP page, check your current rate, pending amount and claim option. When an amount is available to claim, use the action in the panel. Then review the transaction result, your main balance and any accrued amount still pending.

38. How does the referral programme work?

Your referral link and related activity appear under Referrals in Account. Rewards arise from an invited user’s activity that meets the current programme rules. Check the rate, pending amount and claim status in the panel. Do not create additional accounts for yourself or send unsolicited promotional messages.

39. What does provably fair mean?

Provably fair means that a round’s result can be checked using certain technical data in supported games. The method and required data are explained in the relevant verification guide. This feature does not predict the next result or enable guaranteed winnings.

40. Can all game results be verified using the same method?

No. NeonBet Originals marked provably fair and games from external providers may use different verification methods. Review each game’s information panel and any available verification explanations.

41. What is RTP, and what does it not guarantee?

RTP is the theoretical long-term return to player. It is not a prediction or payment guarantee for a single round or session. Short-term results can differ significantly from the theoretical rate. Check the game’s information panel for the applicable RTP.

42. What should I do if a game will not open, freezes or loses connection?

Check your internet connection and any displayed error message. If there is an active round or an uncertain transaction, review its status before placing new bets. If the issue continues, seek support with the game name, provider, approximate time and any round number. Do not assume that a disconnection means an automatic refund.

43. What should I send if I think a game result or balance is wrong?

Provide the game name, provider, round number, transaction time and the difference between the result you expected and the one shown. Include any error message or screenshot. Hide confidential account information in images and share the reference for any previous request about the same issue.

44. What is the difference between live and pre-match betting?

Pre-match bets are offered before the relevant event starts; live bets are offered while it is in progress. In both cases, the selected market’s rules, accepted bet details and settlement conditions matter. Check your betslip details before confirming.

45. How are bets on postponed or cancelled events handled?

This depends on the applicable rules of the sport, event and betting market. Do not assume that all postponed or cancelled events are settled in the same way. Review your betslip details and relevant rules; contact support with the bet reference if you need clarification.

46. What should I do if my bet is pending after the event ends or I dispute the result?

Check the betslip status, selected market and settlement rules. The event ending does not necessarily mean that every market is settled at the same time. Include the bet reference, event name, market selection and a short explanation of your dispute in your support request.

47. Where can I manage deposit limits or break options?

Open the Responsible Gaming controls in your account to review the deposit limit and self-exclusion options described by NeonBet. During active self-exclusion, play and deposits are blocked, and the user cannot remove it before its end. Read the period and effect shown before confirmation. Contact support if you cannot locate or use the controls.

48. How can I request self-exclusion or a restriction if I cannot access my account?

Contact the Support Center, explaining that you cannot access your account and specifying the restriction you want. Additional information may be requested to verify account ownership. Do not open a new account to resolve the issue or bypass a restriction.

49. How can I contact support, and what information should I send?

Create a request through the Support Center or use info@neonbet.cc, the address listed on the site. Include a short description, the relevant date and any game round, TXID, withdrawal request or earlier support reference. If you have an existing request, continue with its reference.

50. What information must I never share in support messages?

Do not share your password, one-time verification codes, recovery codes, wallet recovery phrase or private keys. Submit identity documents only through the secure verification flow in your account. Make sure these details are not visible in screenshots either.