Frequent Asked Questions
- Who Is Punters Pal?
Punters Pal is an online wagering business owned and operated by Shane Filipek Bookmaking Pty Ltd and is based at Royal Randwick Racecourse, New South Wales.
- How Do I Open a Punters Pal Customer Account?
Simply click on the 'Join' button in the header atop our desktop or mobile website and complete the registration form.
The registration process only takes about 2 minutes to complete. If you have any issues, please reach out via chat, email or phone.
- Why Do I Have to Verify My Identity and How Do I It?
Under Australian law including the Anti-Money Laundering and Counter-Terrorism Financing Act 2006 (Cth) and the Australian Rules of Racing, you are required to verify your identify in order to use your Punters Pal Customer Account.
Punters Pal requires that all Customers successfully verify their identity by the earlier of:
- Fourteen (14) days of opening their Customer Account; or
- Withdrawing any funds from their Customer Account.
In order to verify your identity, you may need to provide us with copies of one or all of the following:
- A current Australian Driver's Licence;
- A current Australian Passport; and/or
- A utility bill (no more than three (3) months old) on which the name and address used for registration of the Customer Account is prominently displayed.
Punters Pal may engage a third-party to provide identity verification services in order to more efficiently and comprehensively verify the identity of Punters Pal Customers. Your personal information may be supplied to such a third-party so the identity verification process can be completed. The process of verifying your identity may involve checking your personal information against third-party and government databases and/or credit headers.
- How Can I Deposit Funds into My Punters Pal Account?
Funds must be deposited to your Punter Pal account before you can place a bet. There are several methods of payment.
CREDIT CARD : To pay by credit card, click the "Deposit" button on the menu bar and then click 'Credit Card Deposit'. Once you have made a credit card deposit, there is no need to re-enter your details for future deposits, unless your card expires. If you use more than one card to deposit, all cards will appear in a drop-down menu on the same page and you simply need to choose which card you wish to use and enter the security CCV number. Punters Pal does not charge any credit card fees.
CHEQUES : We will also accept personal, company and bank cheques, money orders or overseas drafts (In Australian Dollars) subject to normal clearance requirements.
FUNDS TRANSFERS : You can pay by EFT (Electronic funds transfer). You need to do this by using your banks website. After depositing please click the "Deposit" button on the menu bar and under the "EFT Notification" Tab, advise us of your deposit. Please include your UserID number as a reference on any bank transfer.
POLI : Facilities are available for members to make deposits via Poli. To access this select the "Deposit Button" and activate the POLI Tab.
CASH : Currency may be deposited to the Punters Pal Bank Account at any Westpac branch. In this case you will need to notify Westpac of the Punters Pal Bank Account Number which is available when you click the "Deposit Button" and select the EFT notification TAB. This is only available once you have logged into your Pal Account. Please inform the Westpac office to include your UserID number against the cash deposit.
- How Do I Retrieve a Forgotten Password or User ID?
If you have forgotten your User ID or your password, click on the 'Help' button in the Log-In section of the Punters Pal Website and complete the form to recover your credentials. If you correctly complete the form, you will an email shortly thereafter which will instruct you on how to log-in.
- What If I Didn't Receive My Welcome Email?
We send all new Punters Pal Customers a welcome email which includes important information regarding their Punters Pal Customer Account. If you have not received this email, you may be blocking communications from us. You need to add 'SupportEmailAddress' to your Safe Sender list or your Contacts.
- How Do I Make a Withdrawal from My Punters Pal Customer Account?
You can submit a withdrawal request via the 'Banking' tab in 'My Account'.
Deposited funds must be turned over at least once before they will be able to be withdrawn.
If you request a withdrawal before 9am AEST on weekdays, it will be processed on the same day. Typically, the funds will be available in your bank account by the following business day, if not sooner.
For Customers who have deposited via a credit card from an Australian financial institution, withdrawn funds will be returned to the credit card from which the deposit was made up to the total amount of all deposits made from the relevant credit card. If the amount being withdrawn exceeds the total amount of all deposits made from the relevant credit card, the Customer can elect to have the surplus transferred to a bank account rather than their credit card.
- What Happens if One of the Horses I Backed is Scratched?
If you placed your bet on the scratched runner before the declaration of the final field (i.e. the time at which final acceptances are lodged), your bet is lost. If the bet formed part of a multi-leg or parlay bet, the entire multi-leg bet is lost.
If you placed your bet on the scratched runner after the declaration of the final field (i.e. the time at which final acceptances are lodged), your bet will be refunded in full except if the bet formed part of a multi-leg or parlay bet, in which event the multi-leg bet will stand and the dividend will be downwardly adjusted to account for the removal of the bet on the scratched runner.
- What Are the Minimum and Maximum Bet Limits?
The minimum amount that a Customer can stake on any wager is $1.00.
The amount that a Customer is able to stake on any wager will be determined on a case-by-case basis by Punters Pal Management depending on the event on which the wager is placed and the prevailing market conditions.
Punters Pal will attempt to satisfy all bet requests but may, at its sole and absolute discretion, reject or partially accept certain bet requests subject to any 'Minimum Bet Limits' applicable to the relevant event.
Minimum Bet Limits
- A number of Australian wagering control bodies prescribe 'Minimum Bet Limits' for the benefit of punters.
- For events to which a 'Minimum Bet Limit' applies, Punters Pal are obliged to accept wagers in which a Customer's potential profit is below the specified threshold.
- 'Minimum Bet Limits' apply only to Fixed Odds bets. They do not apply to bets on 'Top Fluctuation', 'Best of the Best', 'Tote' or 'Tote-Derivative' products, racing exotics, or multi-leg bets.
- Click here to view detail of the currently prescribed 'Minimum Bet Limits'
Please Note:
Minimum Bet Limits apply only to Fixed Odds bets. They do not apply to bets on Top Fluctuation, Best of the Best, tote or tote-derivative products, racing exotics, or multi-leg bets.
Minimum Bet Limits apply to bets placed after 9:00am on the day of the race meeting, unless the meeting is a night meeting in which event the Minimum Bet Limits take effect at 2:00pm on the day of the race meeting.
- Are My Personal & Transactional Details Secure?
Punters Pal collects personal information as is required for the reasonable operation of our business as a licensed wagering provider. We will only collect such information as is necessary to identify you and for your own security and the maintenance of your account.
We will use all reasonable endeavours, and take such steps as are reasonably necessary, to protect your personal information from misuse, loss and any unauthorised access, modification and/or disclosure.
- Are My Funds Secure with Punters Pal?
Punters Pal is licensed by Racing NSW and is regulated by OLGR.
Punters Pal is also a member of the New South Wales Bookmakers' Co-Operative. This association guarantees the payment of all successful wagers placed with each of its members.
Punters Pal also maintains an off-site hosting facility for secure and continuous recording and retrieval of data involved in internet betting transactions.
- Are There Any Fees or Charges Levied Against My Punters Pal Customer Account?
No. All Punters Pal Customer Accounts are fee-free.
- What I Make An Error When Placing A Bet?
If you make an error when placing a wager, please contact us as soon as possible by calling 1300 PUNTER (1300 786 837). If the event on which you have errantly placed your wager has yet to commence, we may be able to rectify any genuine error.
- Can I Exclude Myself from Punters Pal?
Within the My Account section of the Punters Pal platform, Customers are given the option to exclude themselves either temporarily or permanently.
Please note that, any decision to permanently exclude yourself is wholly irreversible. In such circumstances, your Punters Pal Customer Account can never be re-opened. Please refer to our Responsible Gambling Policy for more details on self-exclusion and other consumer protection and harm minimisation measures that we offer.