FAQ

General

What is the legal age to open an account?
Do I need to provide a valid ID?
What sports can I wager on?
What types of wagers do you provide?
Do you have a minimum first-time deposit?
At what time do you post lines?
What type of odds do you offer?
What are your wagering limits?
I forgot my account number and password. What should I do?

Getting Started

How do I register for a Skybook account?
How do I place a sports book wager online?
How do I bet over the phone?
How do I apply for the Free Half-Point special?
Can I change or cancel wagers?
Where should I submit discrepancy claims?
Do you accept wagers on credit?

Funding Your Account

What currencies do you accept?
How do I deposit funds into my account?
What is the minimum deposit?
Do you cover my transfer fees?
How does your bonus program work?
-bonus rules
-rollover requirements
What deposit methods do you offer?
What is NETELLER?
How do I process a credit card deposit?
-requirements
-conditions and limitations
What should I do if I receive a “pre-authorization” message when I try to make a credit card deposit?

Collecting Your Winnings

How do I request a payout?
What withdrawal methods do you provide?

About Us

Where is Skybook located?
How long have you been in business?
Is online gambling legal?
How is my personal information protected?
What concerns should I have about taxes?
What are the wagering services you offer?
What relationship does Skybook share with other sport books?
Can I have other accounts within the Rio Group?
What are your hours of operation?
How can I contact you?

Questions or concerns not covered in the FAQ should be sent to support@skybook.com

General

What is the legal age to open an account?
You must be 18 years old to register an account with Skybook. You may be asked to provide valid identification and verifiable, personally identifying information.

Do I need to provide a valid ID?
Skybook reserves the right to request - at any time—valid ID and/or verifiable personally identifying information for identification purposes. These documents and information are required as proof of legal age and as part of the security requirements for credit card transactions. We recognize as valid ID, photocopies of your passport, driver’s license, state-issued ID card, and a utility bill with your name as proof of address. Failure to provide us with this information may result in temporary account suspension.

What sports can I wager on?
We offer lines on all major sports: football, basketball, baseball, hockey, golf, tennis, soccer, horse racing, NASCAR, and boxing.

What types of wagers do you provide?
The types of wagers we offer vary by sport. For a detailed description, please refer to the Types Of Wagers page and to our Rules and Regulations.

Do you have a minimum first-time deposit?
We don't have a minimum deposit limit. However, note that the minimum online wager is $5.50 and the minimum wager over the phone is $50.

What time do you post lines?
The following schedule lists the time lines are posted by the Wagering department. Note that these times are approximate, allowing for any eventuality that may disrupt the course of a given sports schedule. All times Pacific (PST).

What type of odds do you offer?
We offer American odds exclusively. See chart for example.

What are your wagering limits?
Listed below are our standard limits. Limits are subject to change without prior notice.

Note: you may request a limit increase (once per game) with our Wagering department.

I forgot my account number and password. What should I do?
Customer Care will assist you. Click on the Live Help link for a chat session or call us toll-free at 1-888-SKY-BOOK.

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Getting Started

How do I register for a Skybook account?
To register, click here and then follow these 3 simple steps:

1. Sign up. Enter the information requested in the Sign up form. Please take the time to read our privacy policy. Click Next to view your new account number and password. As confirmation, an email with your account information will be sent to you immediately.
2. Deposit. Read through our deposit methods and select the one most convenient to your needs. Click Deposit (found next to each deposit method) to enter our online cashier. Complete the deposit form and click on Deposit to Account. Note that some methods don’t offer online transactions. These methods require Customer Care assistance in order to process a deposit.
3. Play. You’re set! Your new account gives you single-wallet access to the four entertainment services we provide: the sportsbook, poker room, casino, or racebook.

How do I place a sports book wager online?
Visit www.skybook.com and follow these quick steps:

1. Log in to your accoun by entering your account number and password.
2. Review your account status shown in the account homepage. Make sure the information is accurate.
3. Select View Lines from the menu bar located at the top of the page. Click on a sport to display lines.
4. When you are ready to play, choose a type of wager from the column on the left.
5. Click on the sport you wish to bet on and follow the instructions.
6. Once you’ve made your picks, enter an amount to risk or win, and then click Continue.
7. Review the details of your ticket. If you agree with the content, enter your password to confirm the bet(s).
8. Your ticket is now official! Find the ticket information in your account homepage, under Account Reports.

NOTE: Online wagers cannot be changed or deleted once they are made official (see step 7). It is important that you review and agree with the wager(s) before you confirm the ticket.

How do I bet over the phone?
To place wagers over the phone, call our wagering center at 1-800-809-7919 and follow these instructions:

1. Provide your account number and password to the clerk.
2. Confirm your balance.
3. Ask for the line(s) you want to bet. If you would like to know all the lines in a sport, ask the clerk for a “rundown”. (Tip: if you request for a “rundown”, next time you call ask for the “changes”.)
4. To place a wager, let the clerk know the type of wager you want, the team(s), and the risk or win amount.
5. Once you have given the clerk your play(s), he or she will give you a “readback” of the plays. Please listen carefully to the “readback”. If you agree with the ticket, the clerk will ask you for your password to confirm the wagers.

NOTE: Wagers placed over the phone cannot be changed or deleted once the ticket is made official (see Step 5). Discrepancy claims must be filed with the Wagering department within seven (7) days. Calls to the wagering center are recorded to facilitate claim resolutions.

How do I apply for the Free Half-Point special?
To apply, follow these easy steps:

1. Make an initial deposit of $50 or more.
2. Request the Free Half-Point special with the Customer Care department.
3. Log in to your Skybook account. (If you were already logged in, you have to log out and log back in.) To verify that your account has been modified, look for “Free Half-Point ACTIVE” on the left side of the screen.
4. When you place a football wager, the free half point is applied after you enter a risk or win amount. If applied, the “Free Half-Point Applied” message will appear in the ticket confirmation page.

Restrictions

• Offer valid on football wagers of up to 'to win' $500 placed over the internet. Sides only.
• Does not apply when buying points or on / off the numbers 3 and 7 in football.
• All paperwork must be in order for credit card depositors to receive a free half point.
• Once your account is set up to receive the free half point, you will always receive a free half point in your favor unless you buy points.
• Valid once per game, per customer

NOTE: Since the bonus is valid once per game, make sure you place straight wagers first, before including those teams in a parlay, teaser, or if bet—otherwise, the system will NOT award you the free half-point.

WARNING: Customers within the Rio International Group found misusing the Free Half-Point or colluding with other Free Half-Point members to place wagers on a particular game, will have their accounts suspended, pending investigation.

Can I change or cancel wagers?
We do not change or cancel wagers. A ticket is official and wagers are FINAL once you confirm them. If you bet online, make sure you understand the ticket information before you enter your password to confirm. If you bet over the phone, listen carefully to the “readback” before you repeat your password for confirmation. Remember, you can cancel or change wagers anytime prior to confirmation.

If your request to change or cancel a wager is due to a discrepancy, file a claim with the Customer Care department (for online wagers) or with the Wagering department (for over the phone wagers). See “Where should I submit discrepancy claims?” in the FAQ.

Where should I submit discrepancy claims?
If you notice a discrepancy (e.g., missing play, incorrect wager amount, wrong team) in the pending wagers or wager history, please report it immediately.

Claims on wagers placed over the phone must be submitted to the Wagering department within seven (7) days. Call 1-800-809-7919 and ask the clerk to complete a claim form for you. The clerk will ask you for a detailed description of the wager, including the risk or win amount, type of wager, teams involved, approximate time the wager was placed, etc. You will be given a time to call back to learn of the claim resolution and, if necessary, to listen to the call in question.

Claims take no more than two hours to be resolved (unless claim is submitted overnight). A supervisor will play back the call for you. Any necessary adjustments made to your account will appear in the account history. Resolutions are FINAL.

Report online discrepancies to the Customer Care department. Call 1-888-SKY-BOOK. Please have the ticket number ready.

Do you accept wagers on credit?
Skybook does not offer credit wagers. You can only place wagers using the funds available in your account. There are no exceptions to this rule.

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Funding your account

What currencies do you accept?
Skybook accepts deposits in a foreign currency, but accounts are maintained in US Dollars. If you are planning to process a deposit in a foreign currency, please contact our Customer Care department for information and instructions. Call 1-888-SKY-BOOK.

How do I deposit funds into my account?
If you are not acquainted with our deposit methods, we advise you to learn about them first, before accessing the online cashier. Our Deposit information page includes a description of the methods we offer.

To process a deposit with our online cashier, follow these quick steps:

1. Access the online cashier from the website homepage (click Deposit link in the left side column) or from your account homepage (click Cashier on the top menu).
2. Select a method from the drop down menu*.
3. Complete the deposit form and click on Deposit to Account to finalize transaction.

* You are required to process withdrawals with the same payment method used to deposit.

NOTE: Some deposit methods don’t offer online transactions: person-to-person Money Transfer, Sportsbook Transfer, Bank Wire, and personal check. These methods require Customer Care phone assistance. Call us toll free at 1-888-SKY-BOOK.

What is the minimum deposit?
We don't have a minimum deposit limit. However, note that the minimum online wager is $5.50, and the minimum wager over the phone is $50.

Do you cover my transfer fees?
We cover transfer fees on all payments made via our cashier. We also cover the fees on Person-to-Person transfers of $300 or more. Restrictions apply. A minimum 1x rollover is required of all deposits.  Withdrawals may only be requested once the customer has risked the amount of his deposit a minimum of one time in sports wagers, or 5x in casino action. To learn more, contact our Customer Care department at 1-888-SKY-BOOK.

How does your bonus program work?
Deposit $100 or more and get a 10% free play bonus. Deposit $500 or more and get a 10% cash bonus.

We offer a 10% cash bonus on deposits of $500 or more. To find out if you qualify to receive a bonus, contact our Customer Care department at 1-888-SKY-BOOK.

Bonus Rules
There are a few conditions you need to consider before you apply for a bonus:

• Bonus awards are subject to rollover requirements. (See Rollover section below.)
• Bonuses are not awarded automatically. You must request the bonus at the time of deposit; any bonus requested after a deposit has been processed will be declined.
• A bonus cannot be forfeited once it has been accepted.
• New Money: The amount deposited must exceed any previously withdrawn amount. In other words, if a withdrawal has taken place in your account, the following deposit needs to exceed that withdrawal amount before any bonus can be approved.
• Deposits made via Sportsbook Transfer, Inter-account transfer, and credit card do not qualify for a bonus.
• A rollover is calculated with sports book action only. Skybook Casinoand Poker action is void.
• Rollover requirements must be completed before a withdrawal can be requested.

Rollover Requirements
A minimum 1x rollover is required of all deposits. Withdrawals may only be requested once the customer has risked the amount of his deposit a minimum of one time in sports wagers, or 5x in casino action.

Cash bonus awards are subject to additional rollover requirements. A Total Rollover is the assigned amount of wagering risk you must meet before a payout can be approved.

The Total Rollover is calculated by adding the deposit amount to the bonus award, multiplied by the applicable rollover.

Example:
$500 (deposit) + $50 (10% bonus) x 4 (rollover) = $2,200 (total rollover)

When you deposit more funds and request another bonus before meeting a rollover requirement, the following formula applies:

Deposit amount + Bonus amount + current balance + pending balance x applicable rollover = total rollover

What deposit methods do you offer?
Among the many methods available, customers prefer NETELLER (an online money transfer service), Sportsbook Transfer (transfer funds between sports books), and person-to-person Money Transfer. For a complete description of our deposit methods, visit the Deposit information page.

What is NETELLER?
NETeller efficiently connects merchants and clients, providing immediate and secure online transactions. This company—publicly traded on the London AIM Stock Exchange—has rapidly become the preferred payment method by Skybook customers. Fund your NETELLER account with a credit card or bank wire.

To learn more about NETELLER, read our Deposit information page or visit www.NETeller.com

How do I process a credit card deposit?
We accept VISA and MasterCard deposits. Process your deposits at our online cashier. Select the credit card option from the drop down menu and complete the form.

Requirements
Please note that to comply with credit card requirements, it is necessary that the following documentation be provided to us within seven (3) days of transaction:

• A completed Credit Card Authorization Form. Click here if you are using a credit card issued in your name. Click here if you are using a credit card issued in someone else's name.
• A clear photocopy of the front side of your driver’s license (or state issued ID)
• A clear photocopy of the front and back of your credit card

NOTE: These security requirements need to be sent only once per credit card. Failure to provide us all the documentation will result in account suspension.

Conditions and Limitations

• Deposits made using a credit card are not eligible to receive a bonus.
• A 15-day restriction on withdrawal requests applies once the deposit has been processed.
• Withdrawals cannot be processed with a credit card, due to new VISA and MasterCard policy.

Limits
Minimum deposit: $25 USD
Maximum deposit: $500 USD per week; $1000 USD per month

Tip: If you are planning to make frequent credit card deposits, we advise that you open an online account with NETELLER (www.NETeller.com). Make transfers to your Skybook account conveniently, without the need of paper work. NETELLER is also a great alternative if your credit card's issuing bank declines transfers to gaming merchants.

What should I do if I receive a "pre-authorization" message when I try to make a credit card deposit?
If your credit card deposit was declined and you received a "pre-authorization" message, the reason is probably due to the issuing bank's policies concerning transactions with gaming merchants. To avoid this, we advise that you open an online account with NETELLER (www.NETeller.com). NETELLER efficiently connects merchants and clients, providing immediate and secure online transactions. Fund your NETELLER account with a credit card or bank wire.

For more information, contact our Customer Care department at 1-888-SKY-BOOK.

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Collecting Your Winnings

How do I request a payout?
If you are not acquainted with our withdrawal methods, we advise you to learn about them first, before accessing the online cashier. Our Withdrawal information page includes information on all the methods we offer.

To process a withdrawal with our online cashier, follow these quick steps:

1. Access the online cashier from your account homepage: click Cashier on the top menu.
2. Select a method from the drop down menu*.
3. Complete the withdrawal form and click on Request Withdrawal to submit the information.

* You are required to process withdrawals with the same payment method used to deposit.

Withdrawal requests are processed twice a day, seven days a week. Requests are subject to a daily cut-off and release schedule. Submit your request before the cut-off times in order to have it processed the same day.

All withdrawal requests less than or equal to $1,000 received between 11 a.m. and 4 p.m. PST will be released within two hours of the request. Any requests received before 11 a.m. will be released at 1 p.m. Withdrawal requests and sportsbook-to-sportsbook transfers greater than $1,000 will be accepted until 2 p.m. PST and released by 4:30 p.m.

NOTE: The following withdrawal methods do not offer online transactions: Person-to-Person Money Transfer, Sportsbook Transfers, Bank Wires, and personal checks. These methods require Customer Care assistance. Call us toll-free at 1-888-SKY-BOOK.

What withdrawal methods do you provide?
Among the many methods available, customers prefer NETELLER (an online money transfer service), Sportsbook Transfers (transfer of funds between sportsbooks), and Person-to-Person Money Transfers. For a complete description of our payout methods, visit the Withdrawal information page.

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About us

Where is Skybook located?
We are located in San Jose, Costa Rica. This Central American country (known primarily for its unique ecological diversity and pacifist history) has become the home of some of the best online sports books—thanks to its technological infrastructure and progressive state regulation of the casino and gambling industry. Skybook is a fully licensed company, subject to Costa Rican laws.

How long have you been in business?
Skybook was established in 1997. The company is owned by Rio International Group, which acquired it in 2000.

Is online gambling legal?
Skybook is licensed by the government of Costa Rica and is subject to the applicable laws.

We are not qualified to give you advice about online gambling laws in your state or country. For legal information, contact your local governmental authorities or a lawyer expert in the matter.

How is my personal information protected?
Skybook understands your concern for online privacy. We are committed to customer privacy protection. The personal information you provide will not be shared with or sold to third parties. We are also equipped with hardware and software technology that prevents unauthorized entry into our system.

For more information about your privacy, please refer to our Privacy Policy.

What concerns should I have about taxes?
Skybook does not disclose account transaction or game activity information to third parties. It is your responsibility to declare the appropriate information to state and federal authorities.

What are the wagering services you offer?
We provide diversified gaming entertainment: sports book, casino, racebook, and SkybookPoker.com. Your Skybook account gives you single-wallet access to all areas.

What relationship does Skybook share with other sport books?
Skybook is part of Rio International Group, which also owns Rio International Sportbooks, International Island Sportsbook, and ClickandBet.com. Rio International Group does not have relationships or partnerships with other sports books.

Can I have other accounts within the Rio Group?
Yes. Restrictions apply. Please contact Customer Care at 1-888-SKY-BOOK for more information.

What are your hours of operation?
Added to the convenience of our online service, the Wagering department takes over-the-phone action 24 hours a day, 7 days a week.

The Customer Care department is open everyday from 6 a.m. PST until the second half of the last nationally televised game.

How can I contact you?
Click on the Live Help link that appears throughout the website and a Customer Care host will be there to assist you through a chat session. This service is available during Customer Care office hours—from 6 a.m. PST until the second half of the last nationally televised game.

Email: send your questions or concerns to support@skybook.com

Phone Assistance

International (if located outside the US or Canada)
*(506) 296-3890

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