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Frequently asked questions.
Find the answers you need, all in one place.
Account and security
How do I create a Racby account?
Select Register and follow the steps shown. You must meet the minimum age requirement where you live and provide accurate information.
Can I have more than one account?
No. You may only have one Racby account. Creating or using multiple or connected accounts is prohibited. You must not share your login details, account access, or devices with another Racby user.
How do I recover or secure my account?
Select Forgot password? on the sign in screen and follow the instructions. If you cannot access the email address linked to your account, contact support@racby.com. Use a strong, unique password and enable two factor authentication in your account settings. Never share your password or verification codes. If you notice activity you do not recognise, contact support@racby.com immediately.
Why have I been asked to verify my identity?
We may request verification to protect your account, confirm payment ownership, or meet compliance requirements. Identity verification is required before using debit or credit cards. Cryptocurrency use does not exempt you from checks that may be required.
Deposits and withdrawals
How can I deposit, and what is the minimum?
The minimum deposit is $5, or the equivalent in your selected currency. Deposits below this amount are not processed. Check the amount before sending funds. Racby supports cryptocurrency deposits and debit or credit card payments. Available currencies and payment options are shown in your wallet. You must complete identity verification before using a card.
How do withdrawals work?
Open your wallet, select Withdraw, and follow the instructions for your chosen currency or payment method. Check all details carefully before confirming. Cryptocurrency withdrawals are normally processed instantly, subject to verification, security checks, and network conditions. Card withdrawals take 1 to 5 business days.
Why is my withdrawal delayed or unavailable?
A withdrawal may need additional verification or a security review. Withdrawals are also restricted for 24 hours after a password change or unsuccessful or suspicious login attempts. This restriction may be lifted earlier after account ownership verification.
Do I need to wager my deposit before withdrawing?
Deposits are subject to a 1x wagering requirement to help prevent misuse of the platform for moving funds. If you request account closure or self exclusion, do not continue playing to meet that requirement. Contact support so we can review the return of your funds and complete any necessary checks.
I sent a deposit using the wrong network. Can you recover it?
Recovery is not guaranteed and may be technically impossible. Contact support@racby.com with the transaction details. Where recovery is possible, a $1,000 recovery fee is deducted from the recovered amount.
Games and fairness
What does “provably fair” mean?
Provably fair systems use cryptographic information to let you check how a game result was generated. For games that support this feature, follow the verification instructions provided for that game. It does not guarantee a win.
What if my game disconnects or a result looks wrong?
Losing your connection does not necessarily cancel an accepted bet. Reconnect and check your bet history before trying again. If the result is unclear, contact support with the game name, approximate time, and bet reference. Contact support@racby.com within seven days of the settlement. Include the bet reference, game or event, and a clear explanation of the issue. Keep any relevant screenshots.
Bonuses and rewards
Where can I find and claim my rewards?
Open the Bonuses page to view your rakeback, wager bonuses, and reloads. Check each offer for its eligibility rules and claim requirements. Rakeback returns a portion of eligible play as a reward. Your available amount appears in the Rakeback section, where you can claim it into your wallet. Reloads are rewards based on your activity and VIP rank. Check the Reload section for your available amount and claim window. Missed reloads expire when the next one opens.
How do wager bonuses work?
A wager bonus has requirements you must complete before its funds become withdrawable. Check the required wagering amount, eligible games, maximum bet, expiry, and any payout limit before playing.
Responsible Play
How do I close my account or request self exclusion?
Contact support@racby.com to request account closure or self exclusion. If you are finding it difficult to control your play, tell us clearly that you want self exclusion. You can choose 7, 15 or 30 days; 3 or 6 months; 1, 2, 3 or 5 years; or permanent self exclusion.
Can I return after self exclusion?
An active self exclusion cannot be shortened or cancelled. Permanent self exclusion never expires and cannot be reversed. It ends automatically, and access is restored unless another account restriction applies. If you are not ready to return, contact support before it ends to request an extension. You can also request a new self exclusion at any time.
Where can I find independent help?
Visit our Responsible Play page for links to Gambling Therapy, Gamblers Anonymous, and Gam-Anon. You can seek support whether you are concerned about your own gambling or someone close to you.
Support
How do I contact Racby?
Use Live support on the website or email support@racby.com for account, payment, game, and reward questions. Include your username, a clear description of the issue, and any relevant bet reference, transaction ID, date, or screenshot. Never send your password, verification codes, wallet recovery phrase, or private keys.
Who should I contact about partnerships or business enquiries?
Email business@racby.com for partnerships, affiliate deals, and other business enquiries.