Help & support
Account issues, deposits and withdrawals, betting rules, responsible gambling tools, and how to lodge a complaint.
Getting started
How do I open an account?
Tap Open an account, enter your details, and verify your identity. Identity verification is conducted at account opening in accordance with the Anti-Money Laundering and Counter-Terrorism Financing Act 2006 (Cth) and uses government ID and an address check. You can choose whether to set a deposit limit. Processing times may vary depending on the information provided and verification checks.
Who can open an account?
Australian residents aged 18 or over who can complete identity verification. You must not be self-excluded under BetStop or any operator-level self-exclusion, and you must not be an employee, director or close associate of BookiePrice Pty Ltd.
Account and security
How do I update my account details?
Open Account > Profile to update contact details and marketing preferences. Updates to your name, date of birth or residential address may require re-verification.
How do I reset my password?
Use the Forgot password link on the sign-in page. We will send a reset link to your verified email address. If you no longer have access to that email address, contact support@bookiepnice.com.
Deposits and withdrawals
What deposit methods do you accept?
We accept eligible debit card payments, BPay, PayID, Apple Pay and Google Pay where linked to an eligible debit card. We do not accept cryptocurrency, credit-card transactions on consumer credit (in line with the National Consumer Credit Protection Amendment (Banning Credit Card Use For Online Gambling) Act 2023), or third-party payments. Card surcharges, if any, are disclosed at deposit.
How are withdrawals processed?
Withdrawals are processed subject to account verification, payment checks, AML/CTF checks and business-day processing times. Card refunds can take 3 to 5 business days depending on your bank. We do not charge withdrawal fees.
Are there minimum or maximum deposits?
The minimum deposit is $5. The default maximum single deposit is $5,000 and may be lower if you have set a lower personal deposit limit or if we apply lower limits for responsible gambling, risk, payment or compliance reasons.
Placing bets
Can I bet live in-play online?
No. Under the Interactive Gambling Act 2001 (Cth), online operators licensed in Australia cannot offer live in-play sport betting through a website or app. Pre-match wagering is available.
What are your betting rules?
Each market follows specific rules covering palpable error, dead-heat settlement, abandoned and postponed events, and multi-bet reductions. Default rules apply to all bets unless a market explicitly states otherwise. See the Terms & Conditions.
Settlement and bet history
When are bets settled?
Bets are settled after the official result is confirmed by the relevant governing body or racing authority. Settlement time varies by sport and market. Open and settled bets are available under Account > Bets.
What happens if a market is voided?
Where a market is voided in accordance with our Terms, single bets are returned at decimal odds of 1.00 and multi-bet legs are removed without affecting the remaining legs.
Promotional credits
How do bonus bets work?
Bonus bets must be staked in full and cannot be withdrawn as cash. The stake from a bonus bet is not returned with any winnings. Bonus bets are subject to expiry and any other conditions disclosed with the offer.
Responsible gambling tools
How do I set or change a deposit limit?
From your account, open Deposit limits. Decreases take effect immediately. Increases and removals are subject to a 7-day cool-off period. See our deposit-limits policy.
How do I take a break?
From your account, choose Take a break for 24 hours, 7 days, 30 days or 90 days. During a break we will not process deposits or take bets, and you will not receive marketing.
Closing your account and self-exclusion
How do I self-exclude?
For an operator-level exclusion, open Account > Self-exclusion. For a national exclusion across licensed Australian online wagering operators, register with BetStop. Read our self-exclusion guide.
How do I close my account?
Contact support@bookiepnice.com from your verified email address. Any cleared balance is returned to your verified bank account or PayID, subject to identity, payment and AML/CTF checks.
Complaints
How do I lodge a complaint?
Email complaints@bookiepnice.com with your account ID and a short description. We acknowledge complaints within 2 business days and aim to resolve them within 21 calendar days, or 45 calendar days for complex matters. See our complaints policy.
Contact us
How do I reach customer support?
Email support@bookiepnice.com or call 1800 266 543. Hours: 7 days, 8:00 AM – 11:00 PM Sydney time. Full contact details, including postal address, are on the contact page.
Help with gambling
Where can I get free, confidential help?
Gambling Help Online is available 24/7 on 1800 858 858 or at gamblinghelponline.org.au. Lifeline is on 13 11 14 and the National Debt Helpline is on 1800 007 007.
