You can find the answers to some of our most commonly asked questions right here. They cover everything from navigating our site to safer gambling.
If you still have a query after checking here, please contact us via Customer Support
You can find the answers to some of our most commonly asked questions right here. They cover everything from navigating our site to safer gambling.
If you still have a query after checking here, please contact us via Customer Support
How do I open an account?
You will see the Join button located top right-hand corner of our website. Click Continue on the next stage once you have understood our Play Safe Tools then follow the simple 3 step registration process. Registering should take no longer than a couple of minutes.
What do I do if I forget my password?
Click Login in the top right-hand corner and select Forgot Password?. You will need to enter your email address, date of birth and the verification code displayed on screen. Once you have completed these steps, click Continue. You will receive an email (check your spam or junk if the email is not in your inbox) with a temporary password which can be used to access your account.
Can I change my password?
You can change your password when you’re logged into your account by clicking on your Username in the top right-hand corner, going to Personal Details and finding Password. Simply enter your current password, your new password and confirm your new password before clicking Change Password to confirm the change.
What do I do if I forget my Username?
Please contact Customer Support who will help you gain access to your account.
I can’t gain access to my account, what do I do?
If you receive a message stating that your Username & Password do not match, please use the Password Reset option or try Troubleshooting using the advice in Technical Support. Otherwise, please contact Customer Support for further assistance.
Please note if you have previously applied a Time-Out or Self-Exclusion on another TGP Europe Ltd brand, the restrictions will apply to all TGP Europe Ltd offerings & you will not be able to access your TLCBet account during the Time-Out or Self-Exclusion period.
How do I close my account?
You can close your account at any time by clicking on your Username in the top right-hand corner and selecting Responsible Gaming, there is then an option for Account Closure. Select your reason for closure & confirm when done. You will be logged out once you have confirmed. Alternatively, you can close your account by contacting Customer Support. Please visit our Safer Gambling page for details on Self-Exclusion’s & Time Outs.
How do I reopen my account?
In order to reactivate your account, you will need to contact Customer Support. If your account has an active Self-Exclusion period, you would need to wait until the end of the selected period to make contact. Accounts on Time-Out will reactivate automatically once the period is over.
How do I update my personal details?
You can view your details by clicking on your Username in the top right-hand corner. Certain details can be amended but details such as your address can’t be updated online due to our KYC process. In order to update your address details please contact Customer Support who can provide further assistance.
Can I open more than one account?
No, we only allow one account per player. If our system recognises any duplicate accounts, we will suspend it. Duplicate Accounts are defined in Clause 4.12 of our Terms & Conditions
How do I update my marketing preferences?
In order to update your marketing preferences, click on your Username in the top right-hand corner, go to Personal Details & find Emails and Notifications. Here you can switch your preferences and stay in control of what kinds of communications & personalised content you receive.
What is KYC?
KYC (Know Your Customer) is a practice used in the gambling industry where we are required to identify all our players for regulatory purposes & ensuring you are over 18 years of age. Your full name, date of birth and address must be successfully verified prior to being able to make a deposit.
Where do I upload or send documents to?
You can upload your documents through your account once logged in. Simply click on your Username in the top right-hand corner and select Documents Upload. Alternatively, these can be sent to email@example.com. If required, you be prompted to upload your documents upon registration at the top of our website and via email soon after you sign up.
What documents are accepted to pass KYC checks?
Please upload or email legible copies of the following documents:
1) A photographed copy, clearly showing the front and back (or both open pages) of your Government Issued ID (Driving Licence or Passport) as proof of identity.
2) A photographed or scanned copy of your proof of address (e.g. Utility bill or bank statement). This must be the same as the registered address on your gaming account, clearly shows the statement/billing date and is at most 6 months old. The following documents are accepted: Letter/Statement from your Bank (not pre-paid card statements), Electric/Gas/Water Bill, Council Tax Bill, Wifi/Home Broadband Bill (not mobile phone bills), HMRC Letter.
Please note you can use your Driving License for proof of address when it has not been used for proof of identity provided that it has been issued within the last 6 months.
How do I amend details entered in error?
In order to amend personal details such as name and date of birth, we would require you to contact Customer Support
How long does it take to verify my documents?
We try to verify your documents within 24 hours but advise it can take up to 72 hours for documents to be verified. You will be unable to make a deposit until your account has completed the KYC Process. We will be in touch once your documents are reviewed.
How do I deposit?
In order to make a deposit on desktop devices, simply login & click the Deposit button at the top of the website to make a quick deposit. This will then display a pop up where you can enter an amount to deposit with an existing payment method or register new payment details.
On mobile devices, simply login & click on the user icon in the top right corner, where you will be able to see the option to Deposit. This will then display a page where you can enter an amount to deposit with an existing payment method or register new payment details.
What payment methods can be used to deposit?
Debit Cards: MasterCard & VISA
E-Wallets: Skrill & Neteller
Note your first deposit must be made via a debit card registered to you.
Can I use a Credit Card on my account?
New regulations meant that as of 14th April 2020, gambling operators were no longer able to offer Credit Card services. We are dedicated to Safer Gambling and endorse any changes that contribute towards a safer gambling environment. Where possible, any funds that have originated from a Credit Card will be withdrawn back to the same Credit Card, depending on your card issuer. For withdrawals, a small number of Credit Cards (including international MasterCard and Visa cards issued in a restricted country) do not allow us to pay funds back to your card. If you experience any issues, please contact Customer Support
You can find out more information on Safer Gambling Here
What is the minimum deposit and withdrawal amount?
The minimum deposit and withdrawal amounts depend on which payment method is used. For more information, please refer to our Deposits and Withdrawals section.
Why can I not deposit?
Please ensure the payment details provided are correct, in date and you have available funds in your account. Check if you have reached your Deposit Limit but remember to play within your limits if you have a Deposit Limit on your account.
If none of these tips work, we’d recommend contacting your card or e-wallet provider to review. Please contact Customer Support if any problems still persist.
How do I add or remove a payment method?
When you deposit, you will be given the option to add new payment methods. If you need a payment method removing, please contact Customer Support.
Can I use someone else’s payment method to deposit?
No, the payment method(s) used must belong to the account holder.
How long does it take for a deposit to reflect in my account?
Deposits normally clear immediately but this depends on the method of deposit and whether you have used that method before. We may sometimes require you to provide identification before we accept your payments. This is a normal part of our KYC checks and will usually only take a short time providing you can supply the required documentation. Once the website has accepted your deposit successfully, you can start playing immediately.
If you fund your account via an e-wallet account, they may want to verify your address and email details before allowing you to deposit money for gaming purposes.
Where does a deposit reflect in my account?
All deposits reflect on the Balance drop down box at the top of our website or via the Balance section which is found by clicking on your Username in the top right-hand corner. Cash & bonus balances for Sportsbook & Casino are displayed in full when you click on Balance.
Is there a fee to make a deposit or withdrawal?
There are no fees when depositing or withdrawing with TLCBet however, your card or e-wallet provider may charge you to move or upload money. Please check with your provider.
How do I check my deposit & withdrawal history?
You can view this by clicking on your Username in the top right-hand corner and going to Transaction History. You are able to see your deposits, withdrawals & net deposits (Total deposits – Total withdrawals) for up to the last year. More information can be found Here
How do I make a withdrawal?
In order to make a withdrawal, click on your Username in the top right-hand corner and select the Withdraw button. A pop-up box will appear where you will be prompted to withdraw available cash funds.
How long does a withdrawal take?
How quickly the money is available in your account depends on the method of payment used and the card provider involved but clearing will usually take 2-5 working days for debit cards. E-wallet withdrawals are usually quite instant but can take up to 24 hours to process. In line with the terms of our Online Gambling Licence and Anti-Money Laundering Legislation, we may need to see further identification from you before approving a withdrawal from your account. As soon as we are satisfied with these requirements, we will process your request as quickly as possible.
Can I cancel a withdrawal?
No, once a withdrawal is requested, it can’t be reversed. This was changed as part of tighter measures to protect consumers.
My bonus has not been offered to me, what do I do?
Please check that you have met the promotional Terms & Conditions for the relevant promotion. It can sometimes take up to 10 minutes for a bonus to appear in your account once accepted & after the relevant conditions have been met. If you believe you’ve met the conditions but haven’t received your bonus, please contact Customer Support.
Where do I find my bonuses?
To see all of your Active Bonuses & Bonus History, simply click on your Username in the top right-hand corner & go to Bonus Information. You are able to see the status of the bonus, as well as the expiry and the remaining wagering requirements.
If you have been issued with a Bonus Token, it will appear in the Bonuses tab on the header of our website when you log into your account. It is also visible in your betslip when you add qualifying selections. Bonus Credits will appear in your Sports or Casino Bonus Balance.
If you have qualified to receive Free Spins, you will receive a pop-up on site or in the relevant casino slot game. If winnings from Free Spins are converted into a bonus with wagering requirements, they will appear in your Active Bonuses.
How do I use my Bonus Token?
You can use your Bonus Token by following these steps:
1) Log into your account & add qualifying selection(s) to your betslip
2) The Bonus Token will appear in your betslip
3) You MUST select your Bonus Token from the drop-down box in your betslip
4) Simply place your bet
Please note that Bonus Token’s must be used in their entirety and the winnings will only be from the bet as the Bonus Token stake is not included in the bet returns.
I can’t see my active Bonus Token in my betslip, what do I do?
If you are unable to see your Bonus Token in your betslip, please check the qualifying conditions (e.g. whether it applies to certain markets, events or has minimum odds/selection requirements).
My bonus does not work, what do I do?
Please ensure your bonus is valid & you check the bonus requirements & conditions. You can find more information by clicking on your Username in the top right-hand corner and going to Bonus Information. Click on More Info (the 3 horizontal dots located in the bottom right of your active bonus) to see the Terms & Conditions of the bonus.
What is the wagering requirement on my bonus?
The wagering requirement is how many times the bonus must be turned over before the winnings can be withdrawn (e.g. a £10 bonus with 50x wagering would have £500 left to roll). You can find the status of your bonus by clicking on your Username in the top right-hand corner and going to Bonus Information. You can also check by contacting Customer Support if you are unsure about your bonus and its wagering requirement status.
I’m wagering through my bonus but the wagering requirements are not changing?
Certain bonuses can only be wagered on certain games, events or markets. Please check the wagering conditions on a promotion, including what games the bonus can be wagered on and its contribution towards the wagering requirements.
My bonus has expired or is no longer available, what do I do?
Unfortunately, TLCBet can’t reissue any bonus that has expired. This includes but is not limited to Bonus Tokens & Free Spins. Bonuses are also non-transferrable.
Please note that Bonus Tokens are valid for 5 days from issue date, unless otherwise stated on the relevant promotional Terms & Conditions.
Can I opt out of a bonus?
Once a bonus has been accepted, you cannot opt-out without forfeiting any winnings won from the bonus. Provided cash funds haven’t already been wagered, only the actual deposit amount can be returned in these circumstances.
What are the advantages of betting with TLCBet?
At TLCBet, you can expect a premium sports betting experience. Not only is there a range of events to choose from, including thousands of live events each month, but you will also receive a variety of betting options, markets, enhanced odds and fabulous features.
TLCBet have a range of features to enhance your experience right Here
Sports, Markets & Bet Types
TLCBet offer a wide range of sports & betting markets, plus thousands of live betting events each month, & a variety of bet types. All bet types will be available in your bet slip or on the event/market. For more information on certain sports & market rules, please see our Betting Rules
How do I place a bet?
To place a bet, choose your desired selection(s). You will then see the option for Single, Combo or System above your selections in your bet slip. Simply enter your stake(s), check the number of bets you’re about to place, the total stake & the winnings before clicking on Place Bets. You will receive confirmation with a reference number once your bet is accepted and your bet will appear in Open Bets.
What are the minimum and maximum stakes I can place?
The minimum bet accepted is £0.05 or currency equivalent for single selections & £0.10 or currency equivalent for combo bets (including System bets). The maximum differs between sports, markets and bets. You will see the exact value specified in the field where you enter the stake amount, when placing a bet.
How do I see my open and settled bets?
Open and settled bets can be viewed by clicking on your Username in the top right-hand corner & going to the History section. There is an option to view Open Bets which will show all of your unsettled bets & ones that can be cashed out. Open Bets can also be found on your betslip or at the header of our website.
The other option is to view Betting History where you can view all of your settled Sportsbook bets in the last 3 months.
How do I Cash Out?
See our Cash Out guide and Terms & Conditions Here
Why can’t I Cash Out?
Although we try to ensure that Cash Out is available on as many events & markets as possible, it is worth noting that Cash Out is not available on all bet selections, events & markets. Cash Out may also not available for short periods when a market suspends due to a development in the event(s) or when you place a bet using a Bonus Token. Please check your Open Bets regularly to see if you have a Cash Out offer.
Why are my selections not applicable for ACCA Boost?
If your selections qualify for ACCA Boost, you will see a gift box with the percentage boost (%) next to your fold(s) in the betslip. Before placing your Combo bet, please ensure you check the Terms & Conditions Here
What are Fast Markets and how do I know they are available?
Fast Markets are available in-play & allow you to predict certain events within the next 1 or 5 minutes of a live event. If Fast Markets are available on an event, a small lightning bolt symbol will appear. For more information, go to the Fast Markets section in Betting Rules
What’s a Snap Bet and how do I know it’s available?
Available on certain in-play football games and on mobile devices only. A pulse icon will appear on the event. For more information, click Here.
How do I know if Build Your Own Bet is available?
Available on football & basketball. Click on the event you want to bet on & if Build Your Own Bet is available, it will display above the markets prompting you to create a bet. Click the toggle to change your view to applicable Build Your Own Bet markets only & start adding your selections. For more information, click Here
Can I add selections to an open bet?
You are able to do this via our Add-2-Bet feature. Click Here for more information.
How long does a bet take to settle?
We aim to settle bets immediately after the event has finished however, please allow up to 1 hour for the funds to appear in your account – usually this is a lot quicker! Outright bets may take longer to settle. If your bet has not settled within 24 hours of an event finishing, please contact us via Customer Support
Can I place bets by contacting Customer Support?
We are not able to place any bets on your behalf but our Customer Support team is happy to assist you in case you are having difficulties.
Can I check my casino & gaming betting history?
You can check this by clicking on your Username in the top right-hand corner and going to Games History. Here you can view your games history for up to 1 year.
I am unable to play casino games on my device, what do I do?
Ensure you have the latest version of your device & browser. Please try our tips in our troubleshooting section below for further assistance.
I saw a pop-up for Free Spins but I can’t see that they’re available in the game, what do I do?
Once you accept Free Spins, please wait for up to 10 minutes for these to credit to your account. If 10 minutes has elapsed, please see our troubleshooting section below.
Game Rules & Controls
Each game has its own rules & controls. When you load up a game, you will see a question mark symbol (?) which is either located in the top left-hand corner or on the bottom panel of the game, however this can vary depending on the game provider. When clicked on, a new window will open with more information on the game, including the rules, what the features in the game mean & in game navigation controls.
Return to player (RTP)
This is the theoretical statistical percentage of total money bet by players in a specific game, that is paid out as winnings over time. The RTP is fixed and does not change. Information about RTP on a specific game can be found via the question mark (?) symbol on the game. Click Here for more information.
TLCBet encourages all players to Gamble responsibly. Our Safer Gambling section offers advice & guidance for all our players but we also have system controls to help you along the way, including our Play Safe Tools. TLCBet are also a Socially Responsible operator & will try to protect players from the harms of gambling.
What is a Reality check?
A reality check is where you can see how long your gaming session has been. You are able to control the frequency at which the Reality Check appears on your screen so you can check your gaming session & Betting History and stay in control of your activity. Find out more Here
How do I add or update deposit limits?
Find out how to set a daily, weekly or monthly deposit limit Here
How do I apply a Time Out?
Find out how to set a Time-Out for 24 hours, 1 week, 1 month or 6 weeks Here
How do I Self-Exclude?
Find out how to Self-Exclude for 6 months, 1 year, 2 years or 5 years Here
How do I request for my account to be reactivated after my Time Out or Self-Exclusion period has ended?
Once your Time Out period has ended, your account will automatically be reactivated. Once your Self-Exclusion period has ended, you would need to contact Customer Support
Please note that we will not reactivate any account if the Time Out or Self-Exclusion period has not expired and there is no guarantee that your account will be reopened even after the Time Out or Self-Exclusion period has ended.
How do we keep players safe from the harms of gambling?
Outside of our Play Safe Tools we offer players advice & support to help manage their gambling via our Safer Gambling section. If there are any causes for concern, we may carry out Safer Gambling assessments from time to time, which may involve proactively interacting with players. If there are any affordability or Anti Money Laundering (AML) concerns, we may request evidence of Affordability, Source of Funds and/or Source of Wealth as stated in section 4 of our Terms & Conditions.
Find out more about how we’re Socially Responsible Here
How do I contact TLCBet?
Our Customer Support details can be found Here
TLCBet is powered by TGP Europe Ltd of 22A Castle Street, Douglas, Isle of Man, IM1 2EZ. TGP Europe Limited is licensed and regulated in Great Britain by the Gambling Commission under account number 38898
We will always aim to provide the best services possible to enhance your experience with TLCBet but if you do have a complaint, we will always look to resolve it efficiently. Please always contact us via Customer Support so we can resolve any complaints you may have. Click Here for further details on our escalation procedure & our appointed Alternate Dispute Resolution (ADR) provider.
TLCBet has several security measures in place to prevent unauthorised access to our servers and to protect your personal data. Our website uses Secure Sockets Layer (SSL) technology to encrypt your data such as personal details & card information provided to us. The Encryption process scrambles information into a format that is unreadable to anyone. Encryption is used on all of our pages and the padlock symbol in the address bar at the top of your browser indicates that SSL is being used. Click on the padlock to see if your connection to our site is secure. Find out more Here
Your Personal Data, Information & Rights
TLCBet endeavours to minimise the potential threat of technical issues so we do our best to monitor the status of our website & services offered, whilst also undergoing regular maintenance to improve your overall experience.
Should you experience trouble with the performance of our site, there might be a technical issue. These can range from:
- Problems logging in or staying logged in
- Unresponsive links
- Display & functionality issues
- Problems using services and features
If technical issues arise, we’d recommend:
- Clearing your Cookies & Cache
- Checking for updates on your device or browser
- Trying another browser, incognito mode or device
- Check your Internet connection
- Check your firewall, network & internet settings
You can follow our tips for a quick solution and hopefully you will be back up and running in no time.
Supported web browsers & devices
TLCBet is supported on most desktop & mobile browsers such as Firefox, Safari, Google Chrome, Microsoft Edge etc. We’d recommend having the latest version of your device & browser, checking for regular updates. Updates can usually be found in your devices Settings or System Preferences.
Casino & Instant games are supported on iOS 7.0 and above, Android 4.0 and above & Windows Mobile 8.0 and above but function better on the latest versions.
TLCBet’s platform no longer supports Internet Explorer 8 (IE8) when developing and testing new features. Microsoft discontinued maintenance on IE8 in 2015 but no loss of existing functionality is expected, however future irregularities may occur.
How do I clear Cookies & Cache?
Google Chrome Desktop Browser
1) Go to “Settings” (Ctrl+Shift+Delete on your keyboard).
2) Go to “Clear browsing data” which is found under “Privacy and security”. You may need to use the “Advanced” drop down to access this.
3) A box will appear with Basic & Advanced settings (appears straight away using keyboard shortcut).
4) On basic settings, only tick the boxes that say “Cookies and other site data” & “Cached images and files”.
5) Select the time range & click on “Clear data”.
Firefox Desktop Browser
1) Go to “Options” (Ctrl+Shift+Delete on your keyboard).
2) Go to “Privacy & Security” where you can manage your content & preferences.
3) Go to “History” & “Clear All History”.
4) A box will appear (appears straight away using keyboard shortcut).
5) Only tick the boxes that say “Cookies” & “Cache”, plus any more to your preference.
6) Select the time range & click on “Clear Now”.
Safari Desktop Browser
1) Go to “Preferences”.
2) A window will appear, click on “Privacy”.
3) Select your preferences via “Cookies and website data” & click on “Remove All Website Data…”.
4) Click “Remove Now”.
iPhone Safari Browser
1) Go to your iPhone “Settings”.
2) Go to “Safari”.
3) Go to “Clear History and Website Data” and confirm.
You can also go to “Advanced” & “Website Data” & also go directly through the Safari app to manage your preferences.
Google Chrome Mobile App
1) Access the app and go to “History”.
2) Select “Clear Browsing Data…”.
3) Select “Cookies, Site Data” & “Cache Images and Files”.
4) Click on “Clear Browsing Data”.
The way to clear Cookies & Cache will vary depending on your device or browser. If you need assistance for other devices and browsers, search engines such as Google will help find you a guide.
How do I check that I have the latest version of my device or browser?
It is important to keep up to date with the latest versions for your device and browser in order to improve your experience. You can often check for updates through your Settings but this can vary depending on your device or browser. Here are some ways to check for updates on certain devices & browsers:
- Windows PC: Go to your “System Settings” & “Check for updates”. After checking it’ll display whether you’re up to date or whether an update is requires & what the update is. A restart is often required for the update to take place.
- Google Chrome: Click “More” (3 vertical dots) in the top right-hand corner when on the browser. If an update is required, there will be an option saying “Update Google Chrome”.
- iPhone/iPad devices: Go to “Settings”, “General” & “Software Update”. If there’s an update available, you will get the option to “Update & Install” the latest version. You would require a WiFi connection to update your device.
- Android devices: Go to “Settings” & “About phone/tablet” depending on your device. There should be an option that says “Software/System/Download update”, depending on your device. Check for updates and download if one is available.
- iPhone/iPad apps: Go to the “App Store” app & “Updates” to see if your browser app needs updating.
- Android apps: Go to the “Google Play Store” app, select the menu & go to “My apps & games”. Apps with an update available are labelled “Update”. Tap “Update” to update your browser app.
Trouble accessing our site or certain features?
If you are having issues accessing our site on certain devices, it is always worth checking if there’s anything restricting you:
Firewall & Network Settings
A Firewall is a security device that monitors and restricts potential threats to your device. It is worth checking your Firewall & Network settings to ensure there’s no restrictions on our site or its content. These options are often found in your devices System or Security settings. We strongly recommend using only strong and trusted or private networks.
Browser & Internet Security
You are able to stay in control of what content is accessed on your browser. Often found in your browsers Privacy & Security Settings, you can stay in control of what content you access by restricting access to certain websites & changing the strictness on what content displays.
Trouble logging in or staying logged in?
Please try our troubleshooting tips above in case you have issues logging in. It is also worth noting that you are only allowed to be logged into one device at a time; you will be logged out and notified if you are logged in to multiple devices.
I am still having issues
If you are still experiencing issues, our Customer Support team will be on hand to assist.