Question 1

How can I reach customer service?

Accepted Answer

Our live chat is available 24 hours a day, 7 days a week to assist you with any questions or issues. You can also contact us by email. Emails are usually answered within 24 hours. In addition, we are available by phone at +31 (85) 401 94 29.

Question 2

Does Oranje Palace have a valid license?

Accepted Answer

Yes, Oranje Palace operates under a license from the Dutch Gaming Authority (Ksa), guaranteeing a safe and fair gaming environment.

Question 3

How can I file a complaint?

Accepted Answer

Do you have a complaint? If so, you can contact us using the complaint form on our website. To ensure we can handle your complaint as effectively and quickly as possible, we ask that you describe your complaint clearly. Please include your account details and all relevant information and circumstances related to your complaint. How do we handle your complaint? We take every complaint seriously and strive to resolve it as quickly and thoroughly as possible. - Confirmation of Receipt: You will receive confirmation within 72 hours of us receiving your complaint. - Response Timeframe: You will receive a substantive response with our findings and conclusion no later than 8 weeks after the acknowledgment of receipt. Have you previously submitted a complaint that we have already addressed? In that case, we may decide not to reconsider a repeat complaint if there are no new facts or circumstances. We will, of course, inform you of this. We believe it is important that your complaints are taken seriously and that you receive clarity regarding how they are handled.

Question 4

What are the customer service opening hours?

Accepted Answer

Our live chat is available 24 hours a day, 7 days a week to assist you with any questions or issues. You can also contact us by email. Emails are usually answered within 24 hours. In addition, we are available by phone at +31 (85) 401 94 29.

Question 5

Change cookie settings

Accepted Answer

You can decide for yourself which cookies you want to allow. Essential cookies are always active, as they are necessary for the website to function safely and properly. For other cookies, such as analytics and marketing cookies, you can adjust your preferences at any time. Change Cookie Preferences 1. Click the link at the bottom of this page “Click here for the cookie policy page.” 2. Scroll to section 8: Consent and Management. 3. Click “Click here to adjust cookie settings.” 3. Adjust your preferences by enabling or disabling the desired categories. 4. Click “Allow selection” or “Allow all” to apply your changes. Deleting Browser Cookies If you previously gave consent and want to see the cookie banner again, you can delete our website’s cookies through your browser settings. After deleting the cookies and reopening the website, you’ll have the option to reset your cookie preferences. Important Essential cookies cannot be disabled, as they are necessary for the website to function. Disabling certain cookies may cause some parts of the website to function less effectively. You can change your cookie preferences at any time via the cookie settings on the website.

Question 6

How do I create an account?

Accepted Answer

We’re happy you chose Oranje Palace. Follow the steps below to create your account: 1. Click the ‘Register’ button in the top right corner. 2. Enter your postal code and house number. 3. Scan the QR code with your phone and select the identity document you want to use for registration. 4. Scan your identity document and check the details. Adjust the information if necessary. 5. Enter your IBAN bank account number. This must be a bank account registered in your own name. 6. Enter your email address and create a secure password containing between 8 and 30 characters, including at least 1 letter and 1 number. You will receive a verification code by email. 7. Enter your preferred name. This is the name we will use to address you. 8. Read and accept the terms and conditions. 9. Enter the email verification code you received. 10. Set your limits (deposit limit, balance limit, and session limit). We recommend setting realistic limits.

Question 7

What information does Oranje Palace require when registering a new account?

Accepted Answer

During registration, we ask you to provide the following information: - Last name - First names (as stated on your ID document) - Date of birth - Place of birth - Full residential address - Gender - Phone number - Email address - Citizen Service Number (BSN) - IBAN bank account number (the bank account you will use for deposits and withdrawals)

Question 8

What documents do I need for verification?

Accepted Answer

To register at Oranje Palace, you need a valid Dutch identity document, such as a driver’s license, identity card, or passport.

Question 9

How long does verification take?

Accepted Answer

After completing the registration and verification process, your account will be available immediately and you can start playing right away.

Question 10

Can I create multiple accounts?

Accepted Answer

No, each player may only have one account at Oranje Palace. Creating multiple accounts is a violation of our terms and may result in closure of all accounts.

Question 11

I cannot register, what now?

Accepted Answer

Check that you are 18 years or older and have a Dutch address. Make sure you are not registered with CRUKS. If the problem persists, please contact our customer service.

Question 12

I don’t have a BSN (Citizen Service Number). Can I still create an account at Oranje Palace?

Accepted Answer

No, it is not possible to create an account at Oranje Palace without a BSN. During registration, we use your BSN to verify your identity and to comply with the legal requirements of the Dutch Gambling Authority. For this reason, you can only register using a valid Dutch identity document that includes a BSN.

Question 13

What is iDIN?

Accepted Answer

iDIN is a secure online identification method developed by Dutch banks. It allows you to easily verify your identity or confirm your personal details using the trusted login environment of your own bank. At Oranje Palace, we use iDIN to safely and quickly verify your identity during registration. This means you need to enter fewer details manually, making the registration process faster and more secure.

Question 14

Why did I receive a verification email even though I did not create an account?

Accepted Answer

It may happen that someone tries to create an account using your personal details or email address. We therefore recommend checking whether anyone else has access to your email account. If this is the case, we advise you to change your email password immediately. If you are unsure about the situation or have any questions, please contact our customer service via klantenservice@oranjepalace.nl. We will be happy to assist you.

Question 15

How do I scan my identity document?

Accepted Answer

During the registration process, Oranje Palace will ask you to scan your identity document for verification purposes. Your document must meet the following requirements: - Make sure your identity document is clearly visible and in focus - Avoid reflections and backlighting - Ensure all corners of the document are visible - Do not cover any important information

Question 16

What payment methods are available?

Accepted Answer

You can easily top up your balance using iDEAL. Deposits can only be made using a bank account registered in your own name and linked to your Oranje Palace account.

Question 17

What is the minimum deposit amount?

Accepted Answer

The minimum deposit amount is €10.00.

Question 18

Can I deposit without a verified account?

Accepted Answer

No, it is not possible to make a deposit without a verified account. To use your account at Oranje Palace, your account must first be fully verified. This is required under Dutch laws and regulations.

Question 19

Can I deposit money with a business account?

Accepted Answer

You can only deposit using a personal bank account in your own name. It is not possible to deposit from a business account.

Question 20

I deposited money from a different bank account. What now?

Accepted Answer

We can only process payments from bank accounts that are registered in your name. Payments made from other bank accounts will be automatically refunded to the originating account. In most cases, the amount will be returned almost immediately, but it may take up to 48 hours depending on your bank.

Question 21

Can I deposit money using my credit card?

Accepted Answer

No, unfortunately this is not possible. You can only deposit using a bank account.

Question 22

Do I have to pay gambling tax on my winnings?

Accepted Answer

At Oranje Palace, you do not have to pay gambling tax on your winnings. We take care of paying the gambling tax.

Question 23

What is the minimum withdrawal amount?

Accepted Answer

You can withdraw the (available) balance in your gaming account at any time.

Question 24

Can I try games for free?

Accepted Answer

Yes, most slot games are available in demo mode. Click on a game and choose ‘Play demo’. Please note that table games and live casino games are only available when playing with real money.

Question 25

A game won't load, what can I do?

Accepted Answer

Please contact customer service and let them know exactly which game you're referring to.

Question 26

Are the games fair?

Accepted Answer

Yes, all games use an approved Random Number Generator (RNG) and are regularly tested by independent testing agencies. In addition, all games are certified by independent auditing authorities. The RTP (Return to Player) percentages are listed in the game descriptions.

Question 27

What is the volatility of a game?

Accepted Answer

The volatility of a game indicates how often and how much a player can expect to win. In a low volatility game, players win more frequently but in smaller amounts. In a high volatility game, wins are less frequent but can be significantly higher. The volatility is determined by the game developer (the provider of the game). For many games, the volatility is displayed within the game screen.

Question 28

What is RTP (Return to Player)?

Accepted Answer

In the game rules, you will often see ‘RTP’, which stands for ‘Return to Player’. RTP is the payout percentage of a game, meaning the expected percentage of all wagers that a game will return to players over time. It is important to understand that RTP is an average. It is calculated over a very large number of game rounds, not over a single playing session. For example, if a game has an RTP of 93%, this does not mean a player will win €0.93 for every €1.00 wagered during their session. As a result, one player may lose more over a longer period, while another player may win a large payout in a shorter session on the same game.

Question 29

What are single, combination, system, and Bet Builder bets?

Accepted Answer

A "Bet Builder" allows you to create your own personalized bet by combining multiple betting options from the same match. A single bet (single wager) is a bet on only one odd and/or outcome. In a combination bet, multiple bets are combined on one betting slip. All selections must be correct for the bet to win. Odds you add to the betting slip multiply the current odds. For example, if you select two selections with odds of 2.00, the total odds of the combination will be 4.00. If you add another selection with odds of 1.50, the odds will increase to 6.00 (2.00x2.00x1.50). A system bet makes it easy to create multiple combinations. For example, with three different selections, you can bet on all possible 'doubles' (a combination bet with 2 selections) within these 3 selections.

Question 30

Why can't I combine bet X with bet Y?

Accepted Answer

In most cases, you cannot combine bets because the outcomes of the bets are related to each other. You can try placing the bets separately. In the case of bet builders, certain restrictions may also apply. Usually, this is because the added bet does not change the odds. It's best to go to the 'Bet Builder' tab in the event to see all markets you can combine.

Question 31

Does extra time or overtime count for my bet?

Accepted Answer

Extra time and overtime generally do not count; your bets are settled based on regular playing time. There are some exceptions, but these will be clearly indicated in the relevant market.

Question 32

How does betting on shots (on target) work?

Accepted Answer

At Oranje Palace, you can bet on shots and shots on target. This can apply to a match or a specific player. A shot (on target) is defined as follows: Shot: A shot is defined as any attempt to score. Shot on target: An intentional attempt to score that is directed at the goal. This includes all scored goals and shots on target that are saved by the goalkeeper. It also includes shots on target blocked by a defending player in the last defensive line, preventing the ball from entering the goal.

Question 33

How does betting on goalscorers work?

Accepted Answer

There are different types of bets on goalscorers. These are the main ones: First goalscorer - You choose the player who scores the first goal. - If the player does not play or only enters the field after the first goal, you will get your stake back. - Own goals do not count. - If no valid goal is scored, you lose the bet. Scores (player scores in the match) - You bet on a player to score during the match. - The player must start in the starting lineup (unless otherwise indicated). - Own goals do not count.

Question 34

How does betting on Asian Handicap work?

Accepted Answer

The Asian Handicap is probably the most complex betting market. In this type, you give the team you bet on a virtual advantage or disadvantage. This is especially interesting when there is a clear favorite in the match. The Asian Handicap has three variants: the half line, the whole line, and the quarter line. The first form is the half line. Here, the team you bet on always gets a lead or deficit in increments of 0.5. For example: if you bet on the home team with an Asian Handicap of -1.5, that team must win by at least two goals difference against the opponent. If the home team wins 2-1, the adjusted score becomes 0.5–1 after subtracting 1.5 goals from the home team. Your team then does not win, so you lose the bet. If the home team wins 3-0, the adjusted score becomes 1.5–0. Your team wins, so you win the bet. Another option is the full line. Here, there is an advantage or disadvantage in steps of 1. Here's an example with Asian Handicap -1 for the home team: At 1-1, the adjusted score becomes 0-1. The home team (your choice) does not win, so you lose. If your team wins by exactly one goal difference (e.g., 2-1), the adjusted score becomes 1-1. You then get your stake back. At 3-1, the adjusted score becomes 2-1. You win the bet. Finally, there is the quarter line. This is essentially a combination of the whole and half lines. Quarter lines always end in 0.25 or 0.75. When you bet on a quarter line, your stake is effectively split between the half and whole line around that quarter. For example: you bet on Asian Handicap -1.25. Half of your stake goes to -1 and the other half to -1.5. If your team wins by two or more goals difference, you win the full bet. If your team loses or draws, you lose your entire stake. If your team wins by exactly one goal difference, you lose half on -1.5 and get your stake back on -1 (so you get half of your stake back). The whole line and quarter line are mainly used in low-scoring sports, such as football. In high-scoring sports, like basketball, you usually only see the half line for Asian Handicaps.

Question 35

What is CRUKS?

Accepted Answer

Cruks (Central Register for Exclusion of Games of Chance) is a national register in the Netherlands, managed by the Dutch Gambling Authority. By registering in Cruks, you are temporarily excluded from participating in all licensed online and land-based gambling providers in the Netherlands. Registration in Cruks is free and can be done easily via cruksregister.nl. During the chosen exclusion period, you will not be able to create or use an account with licensed operators. Cruks is intended as a tool to help you stay in control of your gaming behavior.

Question 36

How do I take a break from playing?

Accepted Answer

You can set a temporary gaming break via Account Responsible gaming Self-exclusion. You can choose a period from 1 day, 1 week or 1 month. During this period, you will not be able to log in, deposit, or play on your account. A temporary exclusion cannot be ended early.

Question 37

Where can I get help with gambling problems?

Accepted Answer

Do you feel that your gaming is no longer under control, or would you like more insight into the risks of gambling? In that case, it is wise to seek help. There are several professional organizations that can support you in managing your gaming behavior or dealing with related problems. Below is an overview of accessible and reliable support organizations where you can find advice and guidance: Open Over Gokken Phone: 0800 24 000 22 Website: https://openovergokken.nl/ Centre for Responsible Gambling Website: https://centrumvoorverantwoordgokken.org/ AGOG Foundation Phone: 0800 22 777 22 Website: https://www.agog.nl/ Take a gambling break / CRUKS register Website: https://cruksregister.nl/

Question 38

How can I recognize a gambling addiction?

Accepted Answer

A gambling addiction is mainly recognized by a loss of control over gambling. Someone may notice that stopping or reducing their gambling becomes difficult, even when they want to. More and more time and money may be spent on gambling, and there can be a strong urge to win back losses. People with gambling problems often think about gambling frequently, hide their behavior from others, or experience financial, relationship, or mental health problems because of it. They may also become restless, stressed, or upset when they are unable to gamble. When gambling starts to negatively affect daily life, it is important to take it seriously and seek help. On our website, under Responsible Gaming, you can find more information in the section “Where can I get help for gambling problems?”. There you will find different options for support and professional assistance.

Question 39

Where can I find more information about Responsible Gaming?

Accepted Answer

You can find more information about Responsible Gaming and the policy of Oranje Palace on our website under the ‘Responsible gaming’ section. Here you will find everything about the available tools, limits, and how we support responsible gaming behavior.

Question 40

What can I do if my bet was settled incorrectly?

Accepted Answer

All bets are settled based on our betting regulations, which you can find here. In the rare case that an error was made in settling the bet, it is usually corrected within 48 hours. We ask for your patience. If 48 hours have passed and you still believe an error was made, please contact us.

Question 41

Why hasn't my bet been settled yet?

Accepted Answer

For some events, it can take longer to settle a bet. For example, because the official result is not published immediately. We ask for your patience. If your bet has still not been settled 24 hours after the event ended, please contact us.

Question 42

Where can I find my bet history?

Accepted Answer

All your placed bets, both open and settled, can be found under 'My Bets' in the sports lobby.

Question 43

Where can I find the general terms and conditions for sports betting?

Accepted Answer

A complete overview of the sportsbook's general terms and conditions can be found here.

Question 44

What happens if an event is postponed?

Accepted Answer

If a match does not start at all and is postponed, your bets remain valid — but only if the match is still played and completed within 12 hours after the original start time. If the match starts or ends after those 12 hours, all placed bets are canceled. If a match has already started and is stopped, the following applies: bets that have already been decided at that moment are processed as won or lost. For example: if you bet on ‘team to score first’ and a goal has already been scored, that bet is settled normally. Bets that have not been decided at the time of stoppage are only settled if an official result is available within 12 hours. In all other cases, these unsettled bets are declared void.

Question 45

What happens if a tennis player retires?

Accepted Answer

A bet on ‘match winner’ will only be settled if at least one full set has been played. If a tennis player retires during the first set, bets on ‘match winner’ will be settled as void (stake returned). More information can be found in the sportsbook's general terms and conditions in section C.26, which you can find here.

Question 46

How does the cash out function work?

Accepted Answer

With the cash out function, you can have a bet paid out earlier, even before the match has ended. This can be useful to secure profit or limit your loss. The cash out function is available for various types of bets, such as: - Live bets (during the match) - Pre-match bets (before the match) - Outrights (e.g., who wins a tournament) - Combination bets The amount you receive when cashing out can be lower or higher than your original stake. Before placing a bet, you can see if the cash out function is available. This is indicated with a label. After you have placed a bet, you can use the function via the ‘My Bets’ page. If you choose to cash out, the displayed amount is immediately credited to your account. Note: The cash out function is a service and is not always available, even if the label was previously shown. More information can be found in the sportsbook's general terms and conditions in section B.1.3, which you can find here.

Question 47

Why is the cash out function not available?

Accepted Answer

We constantly try to improve the cash out function, but it may sometimes be unavailable. There can be various reasons for this. Oranje Palace reserves the right to offer the cash out function entirely at its own discretion and is not responsible or liable if the functionality is unavailable. More information can be found in the sportsbook's general terms and conditions in section B.1.3, which you can find here.

Question 48

Why was my cash out reversed?

Accepted Answer

This can happen if your cash out was accepted with an incorrect odd/quotation, or if the cash out function should not have been available for that event.

Question 49

Why was live betting not available?

Accepted Answer

This can happen occasionally, for example if the sporting event is no longer broadcast on television or there is a disruption. It is then not possible to offer live bets, even if it was indicated in the sportsbook. Oranje Palace is not liable for changes in the live betting schedule, interruption of the live betting service, or if it is not possible to place a bet.

Question 50

Why has my bet not been registered?

Accepted Answer

Your bet is only valid if it is visible under ‘My Bets’. If in doubt, check your open (ongoing) bets.

Question 51

Why is the Sports lobby not working?

Accepted Answer

First try loading the Sports lobby in another browser and/or clear your cookies and temporary files from your browser. If that doesn't work, there is probably a disruption. We ask for your patience and to try again later.

Question 52

Why didn't the live score work correctly?

Accepted Answer

Sometimes there is a delay in updating live scores. Always make sure you are aware of match events, such as the current score and remaining time, before placing a live bet. The live score of Oranje Palace is a service, and we do not acknowledge or accept liability if the live score is incorrect.

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