What is account verification and why would I need to send documents?

To comply with Applicable Laws, and so that the Website remains safe and secure, we may request to verify your ID from time to time or on certain trigger events, for example deposit or withdrawal.

What will happen to my account if I refuse to comply with the account verification process?

If you make a deposit and an age verification request is made by us, if the requested documents are not sent to us within 72 hours from the time of your deposit then your Account will be suspended until such time as the required information has been sent and verified.

How do I verify my account?

The security of our customers is paramount which is why we ask all our customers if and when necessary to supply documentation. Wherever possible we will carry out the checks as quickly as possible and in the majority of instances these checks will be completed with no disruption to your account whatsoever. However there are occasions we ask customers directly. You may verify your account by uploading them here.

  • Choose your country and the type of document you wish to upload.

  • Take a clear photo of your document. Please ensure that the whole document is showing and that no edges are cut. Kindly note as well that the maximum file size is 8MB.

Once successful, the account would then be verified and automatically updated by the system.

What if the documents I uploaded do not suffice?

If in any case you have been asked to provide more information, the best way to proceed is by sending copies of your documents through email.

Where do I send my documents?

Verify My Account
Verify My Address

What types of documents are acceptable?

The types of documents accepted are:


  • Driving license

  • Passport

  • National Identification Card

  • Proof of Address

  • Utility Bill - (less than 3 months old)

  • Tax Bill - (less than 3 months old)

  • Copy of Bank Statement - (less than 3 months old)

  • Card Copy (if applicable)

  • The card copy must display the following:

  • Name

  • Expiry date

  • First 6 and last 4 digits on front of the credit card

  • Last 4 digits of the credit card number at the back of the card. As a security precaution, we suggest that you hide the CVV2 code.

  • Signature

Please be informed it is necessary for us to see only the first 6 and last 4 digits on the debit / credit card. We suggest that you hide the middle digits and the 3 digit Card Security Code (CVV / CVV2) as a security precaution.

Kindly note all documents must be clear and legible, be the full document (displaying all edges of the document) and be less than 1MB in size if being sent through email.

How long will it take for my account to get verified?

If you have been asked to supply necessary documents for account verification, we normally process them within 24-48 hours unless we receive an influx in volume.

Please ensure that the documents provided are within the required specifications to ensure that the account gets verified as soon as possible.

You can refer to the documents guidelines here.

I have been asked to provide information regarding my source of funds. Why do you need this?

We appreciate that the request may seem intrusive; however, it is a legal requirement which Winner, and the rest of the industry, must follow. We are required to seek proof of the origins of funds in accordance with the regulatory requirements. This is an industry wide initiative imposed on gambling operators by criminal statute and the regulator.

How does this affect me?

We need to receive within 48 hours from the time of request, a form of documentation to prove the source of your income. Examples of this can include confirmation of income such as: • Payslip • Bank statement • Credit check • Business registration Of course, you can black out all the personal information so long as we can see the document is legitimate and relates to you directly.

How will the information be used?

You can rest assured that any information you send to us are handled and processed in strict accordance to our Privacy Policy. We use a number of methods to ensure that all customer information remains confidential. The information we process are used to comply with our obligations under Applicable Laws (including the Gambling Act 2005) and to regulators in jurisdictions where we and members of our Group are licensed (including the Gambling Commission of Great Britain).

What will happen if I do not comply with the request?

We regret to inform you that if you would be unable to provide us with sufficient information, we would be unable to continue accepting business from you. However, in the event that you provide the necessary information in the future, we would gladly accommodate your custom once again.

Where do I send my documents?

  • The most convenient and fastest way for you to send your documents is through email. Please take a clear photo of the document/s, ensuring that all edges are showing. Then, send it as an attachment to

  • Another option is for you to send a copy of your documents by post to: C/O Geneity Ltd 80 Hammersmith Rd, London W14 8UD

My account has been frozen/suspended. What do I do?

An account can be frozen or suspended for a number of reasons:

  • The system detected an existing account created by/related to you.

If it has been confirmed that you have previously signed up with Winner, you have the option to choose which account you prefer to keep open.

If the account has been found to be related to you (i.e., same household), we will require you to send documents to verify that you do not own an existing account with Winner. The documents you can send to reactivate the account can be found here.

  • You have made several failed log in attempts.

When a customer has made three (3) consecutive failed log in attempts, the system temporarily locks the account for security purposes. You will need to contact Customer Service to reset the temporary sanction

  • You have failed to send the required documents within 72 hours from the request.

Please send us your documents via email as soon as possible.

Alternatively, you may upload them through this page.

I forgot my username/password. How do I retrieve it?

You can retrieve your log in details by clicking on the "Forgot your password?" link below the log in field on the site:

Provide the relevant information and wait for the email to be sent to your registered email address.


It's important to note that should be added to your safe sender list to ensure that you receive your username and/or password accordingly. Please be informed as well that you will need to change the temporary password next time you log in to


Your new password should consist of 6-10 alphanumeric characters. Special characters will not be accepted by the system and so as previously used passwords.

What is Cash Out?

Cash Out allows you to settle your bet before the event on which your bet was struck has ended. If your selection is doing well in the event, then you may be able to cash out for a profit. If your selection is not doing as well as you had expected then you can cash out to minimize the losses that a losing selection may bring.

How do I "Cash Out" my bet?

  1. Place a single or multiple bet.

  2. Go to your Open Bets / Bet List.

  3. Here you will find your "Cash Out" value.

How can I see if Cash Out is available?

When cash out is available on the market, you will see a cash out button next to your chosen market in your Open Bets history. You can find your Open Bets using the link on the homepage of the website or by using the main menu on mobile.

When is Cash Out available?

Cash out is subject to certain criteria such as the event and selections being available. This means that there will be occasions when cash out will become unavailable, this might happen after you have clicked the cash out button.

Cash out is more likely to be unavailable when attempting to cash out in-play bets, where the event, market or selections may be suspended due to a particular occurrence in the event.

For example, if a goal is scored during a football match, there is a short period when the markets within that match are suspended, whilst the new odds are formed. During this period of suspension, cash out will be unavailable.

Cash out will be unavailable for accumulators if all or any of the legs within the bet is suspended.

Cash out will not be available for any bet which contributes towards a wagering bonus.

If cash out becomes unavailable before the cash out transaction was completed, the original bet will stand and will be settled at event completion at the odds taken when the bet was struck.

What Sports and markets can I Cash Out on?

Cash Out is currently available on selected Football & Tennis per-match and in-play markets.

Cash out will also be available for many bet types, including singles and multiple bets e.g. accumulators.

The quickest way to check if your bet can be cashed out is to simply check your open bets for the cash out button.

How can I cash out on the web platform?

Cash Out is currently available on selected Football & Tennis per-match and in-play markets.

Cash out will also be available for many bet types, including singles and multiple bets e.g. accumulators.

The quickest way to check if your bet can be cashed out is to simply check your open bets for the cash out button.

  • Click on My Account.


  • Go to the Bets List and click on the Cash out button.


  • Click on the CONFIRM CASH OUT button.


Cashing Out via Mobile:

  • Click on Open Bets on the mobile menu on the top left.



  • Click on the Cash out button.

What's the minimum deposit accepted on Winner?

The minimum deposit amount for the Web platform is £10. On the other hand, the minimum deposit amount for the mobile platform is £5.

What are the different payment options available for me?

Winner offers a wide range of payment options for customers to choose from.

You can check which one suits you best on this page.

Do you offer a welcome bonus?

You can check which one suits you best on this page.

Yes, Winner Sports offers one of the best welcome bonuses in the industry.

The Sports First Deposit Bonus (FDB) is a 100% matched bonus offered to newly signed-up customers who made a deposit of at least £30. The bonus amount is capped at £200.

The FDB has a wagering requirement of 8x your deposit and bonus amount. Customers have 14 days to meet the requirement to redeem a maximum of £2,000.

Please note that the real cash balance is being used first for wagering before the bonus amount.

The complete terms and conditions of this offer can be found here.

Why did I receive a lower return than expected?

There are several factors that may cause your actual returns to be less than the potential profit quoted on the bet slip.

The most common are:

  • Late Withdrawals – applied when the chosen selection was part of a race with a late withdrawal/s.

  • The deduction to be applied depends on the price of the runner that was withdrawn. The maximum deduction is 90p/£.

Price of withdrawn horse at time of withdrawal

Amount deducted from winnings

1/9 or longer odds on

90p in the £

2/11 to 2/17

`85p in the £

1/4 to 1/5

80p in the £

3/10 to 2/7

75p in the £

2/5 to 1/3

70p in the £

8/15 to 4/9

65p in the £

8/13 to 4/7

60p in the £

4/5 to 4/6

55p in the £

20/21 to 5/6

50p in the £

Evens to 6/5

45p in the £

5/4 to 6/4

40p in the £

13/8 to 7/4

35p in the £

15/8 to 9/4

30p in the £

5/2 to 3/1

25p in the £

10/3 to 4/1

20p in the £

9/2 to 11/2

15p in the £

6/1 to 9/1

10p in the £

10/1 to 14/1

5p in the £

Over 14/1

No deduction




  • Dead Heat – The player's stake will be divided by the total number of selections that are involved in the dead heat. The reduced stake will then be used to calculate the players bet at the full odds. The remainder of the stake will be lost.

  • Favourite – In the event of joint or co favourites being returned, stakes will be divided equally between the number of joint or co favourites.

Why are in-play markets getting suspended?

In-play selections are subject to fluctuation and therefore prices are displayed as a guide only for In-play bets and may differ from the price at the time of bet placement.

Suspension of markets may be experienced when price adjusts to reflect something of significance during a match.

When a market is suspended, no bets will be accepted and cashing out will not be offered.

Are your live feed and streaming reliable?

Winner makes every effort to ensure that the information that is displayed to you and on our website with regards to the events is accurate.

However, this is only to be used for guidance purposes only. Due to the nature of these events and due to live transmissions potentially being delayed, any information including score, and time of game being incorrect, we assume no liability.

Is there a limit to how much I can win from a bet?

Limits vary depending on the sport, the type of competition and the type of bet offer. Should a bet contain a combination of offers from different sports/categories/matches and/or offer types, the payout will be limited to the lowest level included in the combination, as specified below.

Please refer to this table for more information.

What payment options can I use for withdrawal?

Customers can only withdraw using a registered payment method already used for deposits.

There are a variety of payment options available for withdrawing funds. You can refer to them here.

How long is your withdrawal processing time?

Withdrawal requests have a pending period of up to 3 business days. Each payment option has a corresponding external processing time that can be confirmed here.

Is there a maximum amount I can withdraw from my account?

Whilst there is no limit to the amount you can withdraw from the account, there is a limit to how much can be processed at a certain period.

You may only withdraw £100,000 from your Account in any 30 day period PROVIDED however, that a maximum of £10,000 can be withdrawn within 48 hours (business days only). The remaining funds would then be processed as soon as the limit refreshes.

Is there a minimum amount I can withdraw?

The system can accommodate a withdrawal request for as low as £20.

How do I redeem a free bet?

  • Web: o Choose your selection. o Enter the stake on the stake field. o Click on the Available Bonus Tokens tab. o Tick on the free bet you wish to use. o Click on Place Bet.



  • Choose your selection. o Go to the Bet Slip on the top right corner.


  • Enter the stake on the stake field. o Click on the Free Bet icon at the top of the screen. o Click on the Available Bonus Tokens tab.


  • Tick on the free bet you wish to use. o Click on Place Bet.

What are the free bet terms?

Each promotion offered on the site is unique and have corresponding terms and conditions.

However, the following are the general free bet terms:

  • Free bet must be used within 7 days of issue.

  • Free Bet must be placed on a selection/s with odds between 2.0 (Evens) and 11.0 (10/1).

  • This promotion is not available in conjunction with any other Free Bet offer.

  • In the event the Free Bet is placed upon a selection which becomes void, your Free Bet will be lost.

  • Free Bets must be used in their entirety. If only used in part what value remains will be lost.

  • Free Bets are non-refundable. Free Bet stake is not included in any returns.

  • Duplicate accounts will not qualify for this Free Bet offer. Only one offer per person, household address, email address, debit/credit card number, or IP address is allowed.

  • Winner reserves the right to amend, cancel, reclaim or refuse the award of any Free Bet at its discretion.





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