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HELP / GETTING STARTED / ELIGIBILITY

1. 01You must be 18 years or older and live in Australia.
2. 02You need a valid Australian residential address, email address and mobile number.
3. 03You cannot open an account if you are registered with BetStop or self-excluded from Robwatenhoure.

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HELP / GETTING STARTED / SIGN UP

1. 01Your full legal name and date of birth.
2. 02Your residential address, email address and mobile number.
3. 03An identity document, such as a driver licence, passport or Medicare card, to verify your account.

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HELP / GETTING STARTED / LICENSING

1. 01Robwatenhoure is operated by Tarpin Finance Pty Limited (ABN 84 622 556 423, ACN 622 556 423).
2. 02Wagering services are provided under New South Wales Licence No. 3297/2023/WB, held by Robert Waterhouse and regulated by Liquor & Gaming NSW.

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HELP / GETTING STARTED / FIRST BET

1. 01Log in and choose a sport, race or Showdown market.
2. 02Select a price to add it to your Bet Slip.
3. 03Enter your stake, check the potential return and confirm your bet.

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HELP / GETTING STARTED / PAYMENT METHODS

1. 01Deposit with a Visa or Mastercard debit card, Apple Pay, Google Pay or PayID.
2. 02Credit cards are not accepted for betting in Australia.

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HELP / MY ACCOUNT / CREATE ACCOUNT

1. 01Select Join Now at the top of any page.
2. 02Enter your personal details exactly as they appear on your ID.
3. 03Create a password and choose whether to set a deposit limit.
4. 04Verify your identity to activate your account.

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HELP / MY ACCOUNT / LOG IN

1. 01Select Log In at the top of any page.
2. 02Enter the email address and password for your Robwatenhoure account.
3. 03If you cannot log in, use the "Forgot password?" option.

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HELP / MY ACCOUNT / PASSWORD RESET

1. 01Use the "Forgot password?" option on the Log In screen.
2. 02Enter the email address associated with your Robwatenhoure account.
3. 03Follow the instructions sent to your email to reset your password.
4. 04If you still cannot access your account, contact Robwatenhoure support.

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HELP / MY ACCOUNT / PERSONAL DETAILS

1. 01Log in and open Account Settings.
2. 02Update your email address, mobile number or residential address.
3. 03To change your legal name or date of birth, contact Robwatenhoure support with supporting documents.

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HELP / MY ACCOUNT / CHANGE PASSWORD

1. 01Log in and open Account Settings.
2. 02Select Security, then Change Password.
3. 03Enter your current password, then your new password.
4. 04Use a unique password that you do not use anywhere else.

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HELP / MY ACCOUNT / ACCOUNT RESTRICTED

1. 01Accounts can be restricted while identity verification is incomplete.
2. 02A restriction also applies during a break, self-exclusion or BetStop registration.
3. 03Unusual activity may be reviewed to keep your account secure.
4. 04Contact Robwatenhoure support to find out more about your account status.

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HELP / MY ACCOUNT / ACCOUNT ACTIVITY

1. 01Log in and open My Account.
2. 02Select Transactions to see your deposits, withdrawals and bets.
3. 03Filter by date to review a specific period.

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HELP / MY ACCOUNT / CLOSE ACCOUNT

1. 01Withdraw any remaining balance first.
2. 02Contact Robwatenhoure support and ask for your account to be closed.
3. 03If gambling is a concern, consider self-exclusion or BetStop instead.

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HELP / VERIFICATION / WHY VERIFY

1. 01Australian law requires wagering providers to verify every customer.
2. 02Verification confirms you are 18 or older and helps prevent fraud.
3. 03You cannot withdraw funds until your identity is verified.

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HELP / VERIFICATION / DOCUMENTS

1. 01An Australian driver licence.
2. 02An Australian or foreign passport.
3. 03A Medicare card.

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HELP / VERIFICATION / TIMING

1. 01Most accounts are verified instantly during sign up.
2. 02If a manual check is needed, allow up to 2 business days.
3. 03We will email you if we need more information.

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HELP / VERIFICATION / FAILED VERIFICATION

1. 01Check that your name, date of birth and address match your ID exactly.
2. 02Correct any details in Account Settings and try again.
3. 03If it still fails, contact Robwatenhoure support.

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HELP / VERIFICATION / DATA SECURITY

1. 01Your documents are sent over an encrypted connection.
2. 02Your information is only used to confirm your identity and meet legal obligations.
3. 03Read our Privacy Policy to learn how we handle your data.

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HELP / DEPOSITS & PAYMENTS / MAKE A DEPOSIT

1. 01Log in and select Deposit.
2. 02Choose a payment method and enter the amount.
3. 03Confirm the deposit. Funds usually appear in your account straight away.

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HELP / DEPOSITS & PAYMENTS / PAYMENT METHODS

1. 01Visa and Mastercard debit cards.
2. 02Apple Pay and Google Pay.
3. 03PayID bank transfers.
4. 04Credit cards are not accepted for betting in Australia.

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HELP / DEPOSITS & PAYMENTS / DECLINED DEPOSIT

1. 01Check that you are using a debit card, not a credit card.
2. 02Make sure the deposit does not take you over your deposit limit.
3. 03Ask your bank whether it has blocked the payment.
4. 04If the problem continues, contact Robwatenhoure support.

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HELP / DEPOSITS & PAYMENTS / DEPOSIT LIMITS

1. 01Open Deposit Limits from your account or the banner at the top of any page.
2. 02Choose a daily, weekly or monthly period and enter an amount.
3. 03Decreases apply immediately. Increases take effect after 7 days.

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HELP / DEPOSITS & PAYMENTS / FEES

1. 01Robwatenhoure does not charge a fee to deposit.
2. 02Your bank or card provider may apply its own charges.

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HELP / SPORTS BETTING / SPORTS

1. 01AFL, NRL, cricket, football, tennis and basketball.
2. 02Major Australian and international leagues and tournaments.
3. 03Available markets vary by event and are updated regularly.

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HELP / SPORTS BETTING / BET TYPES

1. 01Head to head and match result markets.
2. 02Line and total points markets.
3. 03Multi bets that combine selections from different events.

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HELP / SPORTS BETTING / IN-PLAY BETTING

1. 01Online in-play betting on sport is not permitted under Australian law.
2. 02Place your bets online before the event starts.

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HELP / SPORTS BETTING / SETTLEMENT

1. 01Bets are settled once the official result is confirmed.
2. 02Winnings are added to your account balance automatically.

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HELP / SPORTS BETTING / ABANDONED EVENTS

1. 01Rules depend on the sport and the market.
2. 02Bets on markets without a result are usually void and stakes are refunded.
3. 03See our Terms & Conditions for sport-specific rules.

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HELP / RACING / RACING CODES

1. 01Thoroughbred racing.
2. 02Harness racing.
3. 03Greyhound racing at Australian and selected international meetings.

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HELP / RACING / SCRATCHINGS

1. 01Bets on a scratched runner are refunded.
2. 02Fixed odds bets on other runners in the race may be subject to deductions.
3. 03Any deduction is shown on your bet once the scratching is confirmed.

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HELP / RACING / PAYOUTS

1. 01Bets are settled after the official all clear.
2. 02Protests or stewards' inquiries can delay settlement.
3. 03Winnings are added to your account balance automatically.

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HELP / RACING / FIXED ODDS AND TOTE

1. 01Fixed odds lock in the price when you place your bet.
2. 02Tote dividends are calculated after the race from the betting pool.
3. 03Your Bet Slip shows which type of bet you are placing.

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HELP / SHOWDOWN / SHOWDOWN ACCOUNT

1. 01Yes. A separate Showdown account is required to use Showdown.
2. 02Your standard Robwatenhoure account and Showdown account remain separate.
3. 03Create your Showdown account from the Showdown page.

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HELP / SHOWDOWN / SHOWDOWN LIMITS

1. 01No. Limits and self-exclusion settings do not automatically transfer between accounts.
2. 02Set your Showdown deposit limits before you place a wager.

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HELP / SHOWDOWN / SHOWDOWN BALANCE

1. 01No. Showdown wagers use the balance held in your Showdown account.
2. 02Each account has its own deposits and withdrawals.

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HELP / BET SLIP / ADD SELECTIONS

1. 01Select the price you want to back.
2. 02The selection is added to your Bet Slip.
3. 03Select the price again to remove it.

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HELP / BET SLIP / MULTI BETS

1. 01Add selections from two or more different events.
2. 02Open the Multi tab on your Bet Slip.
3. 03Enter your stake and confirm the bet.

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HELP / BET SLIP / PRICE CHANGES

1. 01Prices can move before your bet is confirmed.
2. 02Your Bet Slip highlights any price change.
3. 03Accept the new price or remove the selection before you confirm.

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HELP / BET SLIP / REJECTED BETS

1. 01The market may have closed or been suspended.
2. 02Your stake may be more than your available balance.
3. 03Try again, or contact Robwatenhoure support if the problem continues.

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HELP / TRANSACTIONS & WITHDRAWALS / WITHDRAW

1. 01Log in and select Withdraw.
2. 02Choose your verified bank account and enter an amount.
3. 03Confirm the request. We will email you once it has been processed.

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HELP / TRANSACTIONS & WITHDRAWALS / TIMING

1. 01Withdrawals are usually processed within 1 business day.
2. 02Your bank may take 1–3 business days to show the funds.

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HELP / TRANSACTIONS & WITHDRAWALS / PENDING WITHDRAWAL

1. 01Your identity must be verified before you can withdraw.
2. 02Some withdrawals are reviewed for security.
3. 03Contact Robwatenhoure support if a withdrawal has been pending for more than 3 business days.

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HELP / TRANSACTIONS & WITHDRAWALS / CANCEL WITHDRAWAL

1. 01Pending withdrawals can be cancelled from the Transactions page.
2. 02A withdrawal cannot be cancelled once it has been processed.

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HELP / TRANSACTIONS & WITHDRAWALS / HISTORY

1. 01Log in and open My Account, then Transactions.
2. 02Filter by deposits, withdrawals or bets.

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HELP / RESPONSIBLE GAMBLING / TOOLS

1. 01Deposit limits cap how much you can deposit over a period.
2. 02Take a Break pauses your account for a set time.
3. 03Self-exclusion closes your account for a longer period.
4. 04BetStop excludes you from all licensed Australian online wagering providers.

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HELP / RESPONSIBLE GAMBLING / TAKE A BREAK

1. 01Log in and open Responsible Gambling.
2. 02Choose how long you want to take a break for.
3. 03Your account stays locked until the break ends.

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HELP / RESPONSIBLE GAMBLING / BETSTOP

1. 01BetStop is the National Self-Exclusion Register.
2. 02Registering excludes you from all licensed Australian online and phone wagering providers.
3. 03Registration is free at betstop.gov.au.

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HELP / RESPONSIBLE GAMBLING / SUPPORT

1. 01Call Gambling Help Online on 1800 858 858, 24 hours a day, 7 days a week.
2. 02Visit gamblinghelponline.org.au for free and confidential counselling.

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HELP / TECHNICAL HELP / LOADING ISSUES

1. 01Refresh the page and check your internet connection.
2. 02Clear your browser cache and cookies.
3. 03Try a different browser or device.
4. 04If the issue continues, contact Robwatenhoure support and attach a screenshot.

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HELP / TECHNICAL HELP / BROWSERS

1. 01The latest versions of Chrome, Safari, Firefox and Edge.
2. 02Keep your browser up to date for the best experience and security.

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HELP / TECHNICAL HELP / SESSIONS

1. 01For your security, sessions end after a period of inactivity.
2. 02Clearing cookies or using private browsing also ends your session.
3. 03Make sure cookies are enabled for Robwatenhoure.

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HELP / TECHNICAL HELP / PRICES

1. 01Check that your connection is stable.
2. 02Refresh the page to load the latest markets.
3. 03Some markets may be temporarily suspended.

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HELP / CONTACT & COMPLAINTS / CONTACT SUPPORT

1. 01Send us a message using the form on the Contact Us page.
2. 02Or email support@robwatenhoure.com.
3. 03Include your Account ID, but never your password or payment credentials.

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HELP / CONTACT & COMPLAINTS / COMPLAINTS

1. 01Send your complaint through the Contact Us page.
2. 02Include as much detail as you can, such as dates and bet references.
3. 03We will acknowledge your complaint and keep you updated by email.

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HELP / CONTACT & COMPLAINTS / ESCALATION

1. 01Ask for your complaint to be reviewed by a senior member of our team.
2. 02If it remains unresolved, you can refer it to the gambling regulator in New South Wales.

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HELP / CONTACT & COMPLAINTS / RESPONSE TIMES

1. 01Most enquiries receive a response within 1 business day.
2. 02Complex issues may take longer to investigate.
3. 03Quote your reference number if you follow up.

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