Frequently Asked Questions (F.A.Q)

Questions? Find your answer here. Alternatevely you can contact our Customer Support daily as from 10:00 to 17:00.

1. My Account
   
   
   • 1.1 How can I contact your customer support team?
   • 1.2 Who can register an account?
   • 1.3 I have forgotten my password.
   • 1.4 I have forgotten my username.
   • 1.5 Why I don’t receive the reset password link?
   • 1.6 I have forgotten my password and cannot access my email.
   • 1.7 I want to close my account.
   • 1.8 I would like to change my account information.
   • 1.9 I would like to create another account.
   • 1.10 I do not want to receive any more notifications.
   • 1.11 Why am I automatically logged out after 12 minutes of inactivity?
   • 1.12 Why do I have to wait 5 minutes before logging in again?
   
   
2. Verification
   
   
   • 2.1 Do I have to send documents every time I want to withdraw?
   • 2.2 How can I verify my account?
   • 2.3 How is the “Schufa Bank Account” working"
   • 2.4 How is the “Identt-self-verify” working?
   • 2.5 Why/When should I upload documents?
   
   
3. Betting
   
   
   • 3.1 Why can’t I place a bet?
   • 3.2 Why is my bet not settled?
   
   
4. Deposits and Payouts
   
   
   • 4.1 How do I deposit funds into my account?
   • 4.2 Are there any special conditions for deposit and withdrawals?
   • 4.3 My deposit was not credited to my account.
   • 4.4 How do I withdraw?
   • 4.5 How long does it take for a withdrawal to be processed?
   • 4.6 Does Intertops charge any fees on deposits or withdrawals?
   
   
5. Bonus
   
   
   • 5.1 What is your welcome offer?
   • 5.2 How do I receive the €5 verification free bet?
   • 5.3 How do I receive the first deposit bonus?
   • 5.4 What other bonuses do you offer?
   • 5.5 Where can I check if I wager my bonus enough?
   • 5.6 How much in bonus have I received until now?
   • 5.7 What are the bonus conditions for the free bet?
   
   
6. Security and Player Protection
   
   
   • 6.1 Does Intertops have a German license?
   • 6.2 What does Intertops do for player protection?
   • 6.3 I would like to close my Intertops account.
   • 6.4 I have problems with my gaming behavior - who can I contact?
   • 6.5 Is my data safe on Intertops? What are my rights?
   
   

1. My Account
   
   
   • 1.1 How can I contact your customer support team?
     You can contact us via email, live chat, or contact form.
     The live chat is available from 10:00 to 17:00 to assist you with any questions or concerns you may have.
     
     
   • 1.2 Who can register an account?
     To create an account with Intertops, you must be at least 18 years old and live in Germany.
     Simply follow our online registration form, which should take no more than 2 minutes to complete.
     During registration, it is important that you provide us with correct personal information (for example the first name, the place of birth) as they appear on your identification documents.
     
     
   • 1.3 I have forgotten my password.
     No worries! Just click on the "Forgot password?" button and follow the steps to reset it.
     
     
   • 1.4 I have forgotten my username.
     No worries! Just click on the "Forgot username?" button and follow the steps to reset it.
     
   
   
2. 1.5 Why I don’t receive the reset password link?
   It's possible that you might have entered the wrong email address during registration. Double-check your email address and make sure it's correct.
   Also, it's a good idea to check your junk/spam folder in case the email was filtered there.
   


3. 1.6 I have forgotten my password and cannot access my email.
   In this case, please contact our Support Team.
   


4. 1.7 I want to close my account.
   If you want to close it due to responsible gambling reasons, you can find the option under My Account menu.
   If you want to close it for reasons different than responsible gambling, please contact the Support Team.
   


5. 1.8 I would like to change my account information.
   To make any changes to your personal information, please contact our Support Team.
   


6. 1.9 I would like to create another account.
   According to our terms and conditions, each player is only allowed to have one Intertops account.
   


7. 1.10 I do not want to receive any more notifications.
   To stop receiving notifications, you can disable this option in your account settings. Simply log in to your account and navigate to the notifications section where you can manage your preferences.
   


8. 1.11 Why am I automatically logged out after 12 minutes of inactivity?
   This automatic logout is in place to protect your account from unauthorized access and to ensure the safety of your information. Additionally, it helps us comply with industry regulations.
   


9. 1.12 Why do I have to wait 5 minutes before logging in again?
   The 5-minutes login delay on our site ensures that players aren't active on multiple German licensed providers at once, which is against the Gambling Regulations. If you want to switch providers, you need to log out first and wait for 5 minutes before you can log in to the new provider. During this time, your status is updated. Once you start playing, you're marked as 'active'. If you try to log in to another provider while already playing, access will be denied. Only after you finish playing and log out will your status return to 'inactive', allowing you to log in again after 5 minutes.
   Important: If you were logged out from our website due to inactivity, the system might still see you as 'active', and you need to wait 5 minutes before you can log in again.
   
   


10. Verification
    
    
    • 2.1 Do I have to send documents every time I want to withdraw?
      In short no – We only ask for your documentation once. We'll save it to your account and future withdrawal requests will be processed without delay.
      However, for some specific cases additional documentation may be requested.
      
      
    • 2.2 How can I verify my account?
      In order to complete the account´s verification you must finalize one of the following processes: “Schufa Bank Account” or “Identt-self-verify”
      
      
    • 2.3 How is the “Schufa Bank Account” working"?
      In order to finalize the “Verification via Bank” you must provide the IBAN of a German bank account which is in your name.
      Our system will check if the Iban is in your name. If yes, you can go to next step and initiate a bank wire for €0,01.
      Usually, for the majority of banks, the transaction with 1 Cent will be visible within 5 minutes. However for some bank it can take longer.
      Please check your bank account, you will find the transaction, click on details and find the 4 digits-code.
      Come back to intertops and provide the correct 4 digits-code. If the code is correct, the Intertops´s account will be considered verified.
      You have three attempts, please pay attention when providing the Iban. Please avoid providing the same Iban multiple times.
      In case of difficulties, please try the other verification method and/or contact our Live Support Team.
      
      
    • 2.4 How is the “Identt-self-verify” working?
      For this verification you need three things: a smartphone, a valid government document and yourself.
      By starting the process you will be invited to turn on the camera, to show take picture of your document and finally to move for few seconds your face.
      In order to complete the process you can use a valid (not expired) Passport, National ID or Residence Permit (Driver License is not allowed).
      The quality of the camera and of the pictures are important. Please pay attention that you captured high quality photos (the corners should not be cut).
      In case of difficulties, please try the other verification method and/or contact our Live Support Team.
      
      
    • 2.5 Why/When should I upload documents?
      In order to complete the account´s verification you must finalize one of the following processes: “Schufa Bank Account” or “Identt-self-verify”
      We provide a functionality "Document Upload", however this is not foreseen to complete the first verification.
      This functionality if foreseen for different scenarios, for example to provide further documents and/or screenshots/fotos.
      
      
    
    
11. Betting
    
    
    • 3.1 Why can’t I place a bet?
      You need to verify your account before you can start betting. If you haven't done it yet, please complete the verification process.
      
      
    • 3.2 Why is my bet not settled?
      Make sure the event you bet on is over and not currently happening. Also, follow the rules for each betting market under the Terms and Conditions section.
      
      
    
    
12. Deposits and Payouts
    
    
    • 4.1 How do I deposit funds into my account?
      You can find a complete list of our available deposit methods on our Deposits page.
      
      
    • 4.2 Are there any special conditions for deposit and withdrawals?
      A real money deposit must be wagered at least one time (on any odd) before the money can be withdrawn.
      
      
    • 4.3 My deposit was not credited to my account.
      You will receive an automatic email once your deposit has been confirmed.
      If you have received this confirmation, but the funds have not been credited to your account or if you have any other issues related to your deposit, please do not hesitate to contact out Live Support Team for assistance.
      
      
    • 4.4 How do I withdraw?
      To withdraw your funds, make sure there are no active bonuses on your account and use the same payment method that you used for depositing.
      Head over to the "Payout" section and select the amount you wish to withdraw. Keep in mind that the minimum payout amount is 10 euros.
      
      
    • 4.5 How long does it take for a withdrawal to be processed?
      A withdrawal-review usually takes a few hours up to a maximum of one working day. When a withdrawal is internally approved, "we pass the ball" to the payment provider. Based on the provider, the fund could reach you in few hours or next working day.
      
      
    • 4.6 Does Intertops charge any fees on deposits or withdrawals?
      No, Intertops does not charge any fees for deposits or payouts.
      
      
    
    
13. Bonus
    
    
    • 5.1 What is your welcome offer?
      As a welcome promotion, our customers receive a €5 verification free bet as well as a 50% up to €100 first deposit bonus.
      
      
    • 5.2 How do I receive the €5 verification free bet?
      After the registration, it will be automatically added to your account and can be used once the verification is complete.
      
      
    • 5.3 How do I receive the first deposit bonus?
      After your Intertops account has been created and verified, go to 'My Account' to find your welcome offer under 'New Bonus Offers', claim the bonus, and then make a deposit.
      If no bonus is displayed, please contact our Live Support Team.
      
      
    • 5.4 What other bonuses do you offer?
      Under Promotion and My Account section, you will find an overview of all currently running promotions and bonus offers, as well as the terms and conditions that apply to each offer.
      
      
    • 5.5 Where can I check if I wager my bonus enough?
      To check your bonus wagering status, simply access My Account, and view “remaining wagering sport”.
      
      
    • 5.6 How much in bonus have I received until now?
      To check the bonuses, you have received so far, simply access My Account and click on My Bonuses.
      
      
    • 5.7 What are the bonus conditions for the free bet?
      Valid for a sports bet (pre-match or live), minimum odds of 1.40, maximum odds of 51.0, maximum winnings of €250, net winnings are credited (the original amount of the free bet is deducted), system bets are not valid, validity of 90 days, and the free bet will be deleted after 21 days of inactivity.
      
      
      
14. Security and Player Protection
    
    
    • 6.1 Does Intertops have a German license?
      Yes! Intertops.de is a brand owned by ITSP Services GmbH. The Company is registered in Austria with the registration number: FN 280617y.
      Intertops is a sports betting operator licensed by the authorities in Germany under the supervision of the Joint Gambling Authority of the Federal States (Gemeinsame Glücksspielbehörde der Länder, Anstalt des öffentlichen Rechts, Hansering 15, 06108 Halle (Saale), e-mail: info@gluecksspiel-behoerde.de).
      Permission to organize sports betting on the internet has been granted by decision of 28.12.2022.
      
      
    • 6.2 What does Intertops do for player protection?
      The protection of our players is our highest priority. Intertops has a German license and complies with all legal and regulatory requirements.
      You can find detailed information on our Responsible Gaming section.
      
      
15. 6.3 I would like to close my Intertops account.
    If you want to close it due to responsible gambling reasons, you can find the option under My Account menu.
    If you want to close it for reasons different than responsible gambling, please contact our Support Team.
    
    
16. 6.4 I have problems with my gaming behavior - who can I contact?
    Please visit our Responsible Gaming section.
    In addition please take in consideration to add yourself in the national Responsible Gambling server called OASIS.
    
    
17. 6.5 Is my data safe on Intertops? What are my rights?
    Yes, your data is safe with Intertops. We are aware of the importance of your personal data and we process them with the most responsibility. Please see more details about Data Protection under the Privacy section.
    
    


Did we answer your question? If no, feel free to contact our Live Support Team (available daily from 10:00 to 17:00).