FAQ - the most frequently asked questions.
- Can I change the odds to decimal/fractions or vice versa?
- Can I withdraw funds to my bank card?
- Do I have to produce documents for identity verification?
- When is my Free Bet credited to my account?
- How do I know which of my funds in my account is the Free Bet or my winnings?
- Are there any restrictions as to how I may use my Free Bet?
- Is it possible to deposit funds and not wager?
- I cannot withdraw all the funds in my account. What can I do?
- I cannot register. Why?
- My account has been blocked. Why?
- I cannot deposit. Why?
- I've forgotten my password!
- I've forgotten my player name!
- How can I check my data?
- What are odds in betting?
- What happens to my winnings?
- What is the race calendar for?
Can I change the odds to decimal/fractions or vice versa?
Yes, you can do this by clicking the flag on the Home Page (top right). Here you can change the language and odds display (fractional or decimal).
Can I withdraw funds to my bank card?
No, unfortunately the only option we have at present is withdrawal by bank transfer. This normally takes between 2-5 days to reach your bank account. Kindly enter your bank details by clicking on My Jaxx > Data > Bank.
Do I have to produce documents for identity verification?
This option is at the discretion of our payments department, but identity verification is usually requested for withdrawals exceeding GBP 100. This request is only made once, and no further documents will be required for future withdrawals. We strongly believe in safeguarding our customers’ security and undertake security checks to protect them from online fraud.
When is my Free Bet credited to my account?
The Free Bet is credited to your account within 2 working days of your first bet being settled.
How do I know which of my funds in my account is the Free Bet or my winnings?
At present, there is no way to distinguish which of your funds originate from your Free Bet or your winnings. Once credited with your Free Bet, you may wish to place another wager. The funds will come automatically from your Free Bet first.
Are there any restrictions as to how I may use my Free Bet?
There are two restrictions. Firstly, in order to qualify for your Free Bet, your first bet must not contain any selections of odds less than 1.6 (3/5). Secondly, you may not withdraw the free bet funds until you have used them to place a bet and the bet has been settled.
Is it possible to deposit funds and not wager?
No. For security reasons, including anti-money-laundering and anti-fraud measures, it is not possible to deposit funds and not wager them.
I cannot withdraw all the funds in my account. What can I do?
When funds are converted into chips and not played in their entirety in the Casino, the unused chips are blocked and cannot be withdrawn. If this happens, you are kindly requested to contact info@jaxx.com and request a manual withdrawal.
I cannot register. Why?
As part of our customer security policy, our system is equipped with an Address Verification System which compares player registration data with the latest Electoral Roll data in the UK. Any discrepancies will result in a failure to open an account. If you are having trouble registering, you will be asked to input your 44-digit passport number. Should this also fail, please get in touch with our customer care department at info@jaxx.com
My account has been blocked. Why?
There could be various reasons why an account has been blocked. These range from incorrect data supplied whilst registering (such as invalid telephone numbers) to suspicious payment activities. It is at the sole discretion of our fraud department to block and re-open accounts if deemed necessary.
I cannot deposit. Why?
As our payments are taken care of by a third party payment provider, it is not always possible to advise you of the reasons for deposit failures. It is always a good idea to send an e-mail advising of deposit failures to info@jaxx.com so our technical team contact can investigate the causes and advise you of possible solutions.
I've forgotten my password!
If you logged-in three times with an invalid password, you will be asked your security question. By answering this correctly, you can register a new password.
I've forgotten my player name!
If you've forgotten your player name, please contact our service centre
by email (info@jaxx.com). Our employees will gladly help you. A new
registration is not necessary.
How can I check my data?
Log-in to "My Account" as usual, using your player name and password. In the menu you will see "Gaming Account", "Data", "Tickets" and "Messages"; here you will find your personal data.
What are odds in betting?
Odds are the numbers used to calculate your winnings in case of a successful bet. The formula is: Stakes x Odds = Returns (for decimal odds).
What happens to my winnings?
All winnings are immediately credited to your gaming account - there are no unclaimed winnings with JAXX! You can either use them for a new bet or simply leave them untouched.
What is the race calendar for?
The race calendar gives an overview of the races for which starter fields have been already established and which therefore a bet is able to be placed. You first select a race course and then are shown an overview of individual races being run at the track.