Frequently Asked Questions
Please see our Quick Start Guide for the basics!
Q: Are there any charges to open an account with Elitebet
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 500Shs. 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
A: If you have not received your Elitebet PIN please call or send an e-mail to our customer service firstname.lastname@example.org, 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
A: Uganda Law prohibits minors from engaging in betting activities, hence persons under the age of 25 are forbidden from opening an account with Elitebet Uganda and using our services.
Q: What is the maximum number of games I can put in a
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.
Q: I have forgotten my PIN. How can I get
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: 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 you're 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.
- Use a different machine to log in.
Q: I sent money to my Elitebet account and it is not
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
A: No. We use your account number to identify you. All transactions - depositing and withdrawing - MUST therefore be done using your number.
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
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
A: The minimum amount one can withdraw is 1000Shs.
Q: What is the maximum amount I can withdraw from my
A: The maximum amount to withdraw per transaction as per MTN's regulation is 7,000,000. Provided you have not done other MTN transactions online, you can withdraw up to 7,000,000 per day through MTN MOBILE MONEY. For AIRTEL MONEY, it's 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.
Q: How long does it take for my bet to be
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.
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 scheduled playing time (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
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
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.
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 email@example.com 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.