Why can't I access my account?
If you're seeing a message that your account is under review, your app is stuck loading when you try to log in, or you're temporarily unable to log in, deposit, or withdraw, this usually means Betr is running a standard compliance or verification check — not that your account has been permanently suspended or closed. In some cases, an account can move from a temporary review into a suspension — see the suspension section below if that's what you're experiencing.
Why this happens
Accounts can be placed under review for routine reasons, including:
Identity or age verification (KYC)
Unusual account activity that needs a closer look
A payment method or deposit that needs additional verification
Standard periodic due diligence checks
If your app appears to be stuck on a continuous loading screen when you try to log in, this is often a sign your account has been temporarily disabled by our system while one of the checks above is underway — the same guidance below applies.
What to expect
Manual verifications are typically completed within 2-3 business days, if not sooner. Some cases can take a bit longer, depending on the circumstances
You may be asked to submit ID, a selfie, or supporting documents to speed up the review.
Your funds remain safe in your account during the review — a hold is not a forfeiture.
What you can do
Check your email and in-app messages for any requests from Betr Support — responding promptly is the fastest way to resolve a review.
Reach out to Support via the in-app messenger if you haven't heard back within 2-3 business days.
If your account has been suspended
Betr holds the right to suspend, disable, or restrict account access at any time if it feels it is warranted. This goes beyond a routine review and usually means a specific issue was identified. Common reasons include:
Unverified account: if your account is unverified, you may be unable to use certain features, such as making deposits or accessing the app, until verification is complete.
Policy violations: accounts linked to multiple accounts on the same device, or discrepancies found during verification, violate Betr's Terms and Conditions.
Unauthorized account use: any unauthorized access, including logging into someone else's account, may result in restrictions.
Chargebacks or dishonored deposits: account closure due to disputed payments or failed deposits — see Betr's Terms and Conditions for more details.
To address a suspension, speak to an agent via our in-app messenger. Suspensions usually require the player to take specific actions before the account can be reinstated, and how long that takes depends on how quickly the requested information is provided.