How can we
help?

Select Log In at the top of any page and enter the email address and password you registered with. If the password is not accepted, use the reset link on the login panel and follow the email we send to your registered address. An account belongs to the person who opened it and must never be shared.

Australian wagering law requires us to confirm your identity before a withdrawal can be released. Most accounts verify electronically against the details entered at registration and you are told the outcome straight away. Where an electronic match is not possible we ask for identification documents, which are reviewed by our team and stored securely.

Your account area holds your contact details, transaction history, open bets and responsible gambling settings. Keep your address and phone number current so account notices and withdrawal confirmations reach you. If a detail cannot be edited on screen, email support@robwaterhause.com from your registered address and our team will update it.

Choose a password you do not use anywhere else and change it immediately if you think someone has seen it. We never ask for your password by phone or email, and our team does not need it to help you. If you see account activity you do not recognise, tell us through Contact Us straight away.

Account notices — deposits, withdrawals, limit changes and verification requests — go to your registered email and cannot be switched off, because they are part of operating a wagering account. Marketing messages are separate and you can opt out of them at any time from your settings or the unsubscribe link in the message. Opting out has no effect on your ability to place a bet.

You can close your account at any time by emailing support@robwaterhause.com from your registered address. Withdraw the remaining balance first, or tell us where the funds should be returned; bets already accepted stay live until the event is settled. If you are closing the account because wagering has stopped being enjoyable, consider self-exclusion through BetStop instead — it blocks you from every licensed Australian operator, not just this one.

Request a withdrawal from your account area and, wherever possible, funds are returned to the account the deposit came from. Your identity must be verified before the first withdrawal is released. We do not charge a fee to withdraw.

Withdrawal requests are reviewed on business days, and your bank then needs its own clearing time before the money appears. A request made on a weekend or public holiday is picked up the next business day. If a payment is taking longer than you expect, send us the date and the amount and we will trace it.

A deposit limit caps what you can add to your account over a set period and it applies before any bet is placed. A lower limit takes effect immediately, while an increase is held for a cooling-off period so the decision is never made in the moment. See Deposit Limits for the periods available and how to change yours.

Pre-match markets cover head-to-head, line and totals, with further markets published on selected fixtures. Prices move as a market is repriced, and the price that applies is the one displayed when the bet is accepted. In-play betting is not offered online — Australian law requires in-play wagers to be placed by telephone.

Bets are settled on the official result declared by the governing body for that competition, usually shortly after the event ends. Returns are credited to your balance automatically. Where an official result is later amended, affected bets are re-settled under our Terms & Conditions.

If a fixture is abandoned or postponed beyond the period set out in our terms, bets on it are voided and stakes returned. A market already decided under its own rules before the abandonment still stands. Inside a multi, a voided leg is removed and the remaining legs continue.

If a runner you have backed is scratched, the stake on that runner is returned in full. Fixed-odds bets on the remaining runners may carry a deduction that reflects the scratched runner's price, as set out in our terms. Deductions are applied automatically at settlement.

Racing markets are settled on the result declared correct by the relevant racing authority. Where a protest is lodged, settlement waits for the stewards' decision rather than the placings on the line. If placings are amended after correct weight, bets are settled on the amended official result.

Advertised jump times are indicative and move when a meeting runs early or late. Track condition and weather updates come from the host racing authority and are published as they reach us. Markets close at the advertised start time, so place your bets before the jump.

Open the Showdown page, choose a matchup and add it to your bet slip like any other market. The measure stated on the market — points, metres, finishing position or another published statistic — decides the outcome. Read the market line carefully, because two Showdowns on the same fixture can settle on different measures.

Settlement uses the official statistics published for the fixture by its governing body. Where both selections return the same figure the market is settled as a tie and stakes are returned, unless the market states otherwise. Amended official statistics are handled under our Terms & Conditions.

If one of the two selections takes no part in the fixture, the Showdown is voided and stakes are returned. The same applies when a fixture is abandoned before the measure can be decided. A voided Showdown inside a multi is removed and the remaining legs stand.

Every offer carries its own terms: which markets qualify, the period it runs for, the maximum it applies to and how any return is paid. Those terms sit with the offer and apply in addition to our Terms & Conditions. Where the two differ, the offer terms govern that offer only.

Offers are limited to verified account holders aged 18 or over who reside in Australia, and may exclude residents of a state where the promotion is not permitted. One offer applies per person, household, device and payment method. We may withdraw an offer from an account where those conditions are not met.

We do not send marketing to customers who have opted out, who are taking a break, or who are self-excluded. Every message includes a way to opt out and it takes effect as soon as it is processed. Wagering is entertainment, never a way to make money — Responsible Gambling sets out the tools available if it stops feeling that way.

A break closes your account to new bets for a period you choose, while settled bets and your balance stay intact. Ask for one through the tools on Responsible Gambling or by emailing support@robwaterhause.com. No marketing is sent to you while a break is running.

BetStop is the National Self-Exclusion Register, a free Australian Government service. Registering once blocks you from every licensed online and phone wagering operator in Australia for the period you choose, with a minimum of three months. Start on BetStop or at betstop.gov.au.

Gambling Help Online is free, confidential and available 24 hours a day on 1800 858 858. Counsellors also speak with family members who are worried about someone else's wagering. Chances are you're about to lose. If betting has stopped being entertainment, reach out before it becomes a bigger problem.

If your details are rejected, check the email address for typos and reset the password from the login panel. Clearing the browser cache, or trying a private window, clears most stubborn sign-in loops. If you have self-excluded or asked us to close the account, sign-in stays blocked for the period you set — that is working as intended.

Slow pages are usually a connection issue: switch between mobile data and Wi-Fi to see whether the behaviour changes. If prices look stale, reload the page rather than relying on a cached copy. Planned maintenance is announced in your account before it starts.

Email support@robwaterhause.com or use Contact Us with the page address, the time it happened and what you expected to see. A screenshot and your browser name let us reproduce the problem far more quickly. A fault that affected a bet is reviewed against our server logs and handled under our Terms & Conditions.