FAQ'S (FREQUENTLY ASKED QUESTIONS) ON ELITEBET UGANDA

    REGISTRATION

  • Q: How do I join and register with Elitebet Uganda?
  • A: TO REGISTER IS SIMPLE AND FAST!!

    Using MTN you send your money that you want to stake to business number M7997 with any reference. And for AIRTEL send your stake to business code 667667. We will send you a PIN number via SMS that you will use to login online at www.elitebet.co.ug and bet with us. That's it!

    FOLLOW THESE STEPS ON YOUR MTN

    Dial *165# -> Select 4 (Payments) -> Select 00 (NEXT) -> Select 9 (Lotto and Sports Betting) -> Select 3 (ELITEBET) -> Enter any payment reference -> Enter the amount to you want to send to your elitebet account -> Enter your Mobile Money PIN and confirm.

    Alternatively, Dial *165# -> SELECT 4 (Payments) -> SELECT 00(Next) -> SELECT 8 (Pay Goods and Services) -> Enter the merchant code M7997 -> Enter payment reference -> Enter Amount E.g. 10000Shs -> Enter your Mobile Money PIN and confirm.

    On AIRTEL, Dial *185# -> Select 4 (Paybill) -> Select 9 (Others) -> Enter business code (667667)….. enter reference (anything)……. Enter amount you want to deposit to your ELITEBET account, confirm and enter your Airtel money pin.

  • Q: Are there any charges to open an account with Elitebet Uganda?
  • A: No. Opening an account with us is absolutely free. Although you will have to pay standard charges by your service provider(MTN OR AIRTEL) for sending money to a paybill.

  • Q: What is the minimum amount I can send?
  • A: Currently, as per MTN's regulations, the minimum amount to send is 1000Shs. While for Airtel you can send any amount of money as long as it’s not less than the standard charge.

  • Q: I registered and haven't received my Elitebet PIN
  • A: If you have not received your Elitebet PIN please call or send an e-mail to our customer service help@elitebet.co.ug, who will assist you. You should have with you the MTN OR AIRTEL transaction code for the deposit you made and your mobile number.

  • Q: What is the minimum age for betting on ELITEBET UGANDA?
  • A: Uganda Law prohibits minors from engaging in betting activities, hence persons under the age of 18 are forbidden from opening an account with Elitebet Uganda and using our services.

    BET PLACEMENT

  • Q: How to place a Bet Online
  • A: Go to our website www.elitebet.co.ug select the Login, enter you phone number and your Elitebet pin > click BET NOW, Input Stake (Amount you wish to bet with -> Click on Next Normal Bet -> Make your selection(s) -> Click on Submit or on any 'Go' icon-> Confirm the Selection(s) -> Click on Place Bet.

  • Q: What is the format of placing a bet via SMS?
  • A: The format for placing SMS bets is as follows; MATCH CODE # Your Selection * Stake (Amount) Example: 6425#1*50 and send to 7997.

    For Multibets, join the various selections with a + and then put * Amount at the end Example: 6425#1+2600#2+1850#0*70. For match result bets:


    #1 is for the Home team to win and under
    #2 is for the Away team to win and over
    #0 is for a Draw.
  • Q: How can I get the matches to bet on my phone directly without going to the internet?
  • A: You can get Win-Draw-Win match codes for any of the games we offer by sending an SMS to 7997 with the word CODE or PRICE followed by the name of the team whose match code you want. Example: PRICE JUVENTUS

    We will then reply with an SMS with the fixture you want, date and kickoff time, the match codes for the match result and the odds.

  • Q: How do I place a Full Cover Bet?
  • A: This can only be done on the online platform. Make your selections of between 3-8 games -> Submit -> On the bottom left of your screen the applicable full cover bet (based on the number of selections) will appear for your consideration -> Click on the full cover option you want -> Select Place Bet

  • Q: What is the maximum number of games I can put in a Multibet?
  • A: There is no limit on the number of games/events you can place in a Multibet. The only limit we have is that the total odds should not exceed 1,000.

    MY ACCOUNT

  • Q: I have forgotten my PIN. How can I get this?
  • A: You can change your pin. To change your PIN, simply send an SMS to 7997 with the word PIN followed by any 4 to 6 digit PIN of your choice. For example, PIN 1234 sent to 7997 will immediately change your PIN to 1234. You can also call Customer Service with your registered line for assistance.

  • Q: How can I check my balance?
  • A: To check your balance SMS the word BALANCE to 7997 or login online to your account and you will be able to see the available balance.

  • Q: Do you charge to send an SMS to 7997
  • A: All SMS's sent to our short code have a standard charge by your service providers (MTN AND AIRTEL). Elitebet does not make any money from SMS charges.

  • Q: How can I cancel a bet?
  • A: Cancellation of bets is possible. Login -> View Account History -> Click on the bet reference number-> Click on the Cancel icon. Otherwise you can send the command CANCEL and the bet number to 7997 via SMS. E.g. CANCEL 4567890. This is possible as long as all three of the following conditions have been met:

    1. None of the selections have already kicked off
    2. None of the prices on any of the selections have changed
    3. You make the request within ONE hour of the bet being accepted
  • Q: What is the maximum Payout?
  • A: The maximum payout of any winnings is 1000 times the stake or 25 million Shs, whichever is the lower.

  • Q: What is the minimum and maximum stake?
  • A: We do not have a minimum stake. However please do observe the maximum payout rule.

  • Q: What is a Voided Bet?
  • A: A Voided Bet means the bet is invalid. This occurs most commonly when a match is postponed, canceled or abandoned, or the bet is placed after kick off. If a game has been canceled or postponed and is not rescheduled to play within 25 hours of the initial kick off time, all bets placed on the game will be voided. If a bet with a single selection is voided your stake is refunded back to your account, if a selection in a Multibet is voided the bet will be settled on the basis of the remaining selections. If the bet is a Kyakabi, it will be settled on the basis of the remaining selections. E.g. if you have 4 teams in your Kyakabi and one is postponed it will be settled as a 3 team Kyakabi.

  • Q: I am unable to log in to my account.
  • A: Try any of the following steps;
    Check that the PIN your using is correct. In particular confirm that you are using numbers and not letters for your pin
    Delete your browsing history/ clear the cache/ clear cookies and try to log in again
    Enable JavaScript on your phone
    Use a different machine to log in.

  • Q: How do I change from the old Website to the new Website
  • A: To access the new look website log in to your account -> Click on ACCOUNT -> Click on Profile and Preference -> Under Site Preference Select New (2015) -> Select Save. This should take you to the new website. The classic website is still available so you can always switch back to it using the same procedure above.

    DEPOSITING

  • Q: How do I Deposit Money to your Elitebet Account
  • Using MTN you send your money that you want to stake to business number M7997 with any reference. And for AIRTEL send your stake to business code 667667. That's it!

    Dial *165# -> Select 4 (Payments) -> Select 00 (NEXT) -> Select 7 (Lotto and Sports Betting) -> Select 3 (ELITEBET) -> Enter any payment reference -> Enter the amount to you want to send to your elitebet account -> Enter your Mobile Money PIN and confirm.

    Alternatively, Dial *165# -> SELECT 4 (Payments) -> SELECT 00(Next) -> SELECT 8 (Pay Goods and Services) -> Enter the merchant code M7997 -> Enter payment reference -> Enter Amount E.g. 10000Shs -> Enter your Mobile Money PIN and confirm.

    On AIRTEL, Dial *185# -> Select 4 (Paybill) -> Select 9 (Others) -> Enter business code (667667)-> enter reference (anything). Enter amount you want to deposit to your ELITEBET account, confirm and enter your Airtel money pin.

    Your ELITEBET account will automatically be credited and we will text you confirmation

  • Q: I sent money to my Elitebet account and it is not reflecting
  • A: Crediting your account is done almost instantly but this can also take some time in case there are delays from the service provider. If your account hasn't reflected within a maximum of about an hour of crediting it, please email or WhatsApp us the MTN or AIRTEL transaction details or call customer service with those details for follow up. Please also make sure you sent the stake to the right place and do not delete your confirmation SMSs until they are clear.

  • Q: Can I send money to my account using another number?
  • A: No. We use your account number to identify you. All transactions - depositing and withdrawing - MUST therefore be done using your number.

    WITHDRAWING

  • Q: How to Withdraw Money from my Elitebet Account
  • A: Whenever you wish to withdraw your winnings, you can do this through SMS or online from your account. To Withdraw online:

    Log in -> View Account History -> Withdraw -> Input Amount -> Submit

    We will transfer the money from your account to your MOBILE MONEY OR AIRTEL account.

    To Withdraw via SMS:

    Send an SMS to 7997 in the following format: W followed by the amount you wish to withdraw e.g. to withdraw Shs. 50,000 type W 50000 and send that to 7997

  • Q: Are there any fees when withdrawing?
  • A: No. Elitebet does not charge any carrier fee everytime a withdrawal is made. Withdrawing from your account is absolutely free. If however you withdraw via SMS the standard network charge will apply.

  • Q: How many times can I withdraw?
  • There are no limits set on the number of withdrawals you can make.

  • Q: How long should it take to receive the money on my phone?
  • A: We aim to make most payments within five minutes. However some may require management approval, there are also sometimes service provider disruptions that can cause a delay. Don't be afraid to get in touch to check on it, however.

  • Q: What is the minimum amount I can withdraw from my Elitebet account?
  • A: The minimum amount one can withdraw is 1000Shs.

  • Q: What is the maximum amount I can withdraw from my Elitebet account?
  • A: The maximum amount to withdraw per transaction as per MTN's regulation is 4,000,000. Provided you have not done other Mtn transactions online, you can withdraw up to 4,000,000 per day through MTN MOBILE MONEY. And for AIRTEL MONEY. Its 5.000.000shs per day.

  • Q: What if I've won more than the limit?
  • A: Get in touch! We can arrange to pay cash for sums that exceed network limits.

    RESULTS

  • Q: How long does it take for my bet to be settled?
  • A: Elitebet always strives to settle all events as soon as they come to an end. Nevertheless, in order for us to uphold the accuracy of the results we settle in your events, there may be cases where additional time is taken to seek official confirmation of results.

  • Q: Where can I get the results for the games I have placed bets on?
  • A: You can find the results on our website: www.elitebet.co.ug/results.php.

    There are also number of sources online for getting the results of the games. We primarily use www.xscores.com, www.futbol24.com , www.socceraust.co.uk (for Austrailian competitions), www.sportstats.com

  • Q: Do you consider Extra time results?
  • A: No. All our games are valid for the normal 90 minutes of play (plus any additional time that may be added for stoppages/injuries). Extra time goals and penalty shoot outs are not considered when settling bets, unless we offer specific bets covering these.

  • Q: What happens when a game is postponed/cancelled or disrupted?
  • A: If a game is postponed or cancelled and is not rescheduled to play within 25 hours of the initial kickoff, all bets in that game are voided. Meaning if you placed it as a single bet, we would refund you the stake. If it was in a Multibet, we would void that particular fixture and settle the Multibet on the basis of the other selections. If game is disrupted, but goes on to play for normal playing time, it is settled as normal. Further information is available in our betting rules.

  • Q: I placed a bet and the winnings are less than I had seen on my unsettled ticket
  • A: This usually happens if there are games on your bet reference that have been postponed or if you placed any Asian (Draw No Bet) and the game(s) ended in a draw, meaning the selection(s) become void and the bet is settled on the remaining games.

  • Q: I placed a half-time bet and the game was cancelled/ postponed/ abandoned in the second half. What happens to my bet?
  • A: In such an event, we normally settle all the half time bets as usual and then all the full time based bets would be voided.

    DISPUTE RESOLUTION

  • Q: Where can I submit my complaints about a game or any other aspect regarding my account?
  • A: The best medium to reach is through is email. Send an email to help@elitebet.co.ug quoting your account number and the bet reference(s) you wish to complain about and we will investigate and advise you on the same. We aim to resolve all issues fairly and promptly and at least within 24 hours.