Help & Support

Getting Started

  • Download the Group 1 Sports app on your mobile device from the App Store (iOS) or Play Store (Android). Open the app and tap “Get Started”. Follow the prompts to create a new account. Provide your real name and information because we are required by regulation to verify the identity of all players on the platform.

  • Group 1 Sports is only available to players aged 18+. Minors are not permitted to register or play games on the platform.

  • Regulation requires Group 1 to verify the identities of all players as part of our KYC/AML (Know Your Customer/Anti-Money Laundering) policy. This is a standard practice across all Australian platforms regulated as gambling.

  • A majority of players will be auto-verified using the information they provide during account creation. Go to the Account section by tapping your avatar at the right of the bottom navigation bar. If you do not see “Account Not Verified” near the top of the Account section, your account has been successfully verified and you are able to deposit funds and join games.

  • If we are unable to verify you with the information provided during account creation, you will be unable to join games and will see “Account Not Verified” near the top of the Account section. Navigate to the Account section by tapping your avatar at the right of the bottom navigation bar.

    If you are not yet verified, press “Verify My Account” and follow the prompts. We’ve partnered with GBG, an identity verification, location intelligence and fraud prevention company, to securely process and check personal information. You may be asked to provide Driver’s License or other information during this process.

  • In certain scenarios, an admin must approve the verification attempt before it will go through. Feel free to contact Support, but rest assured we review these cases often and usually can approve the verification.

    Sometimes you will need to tap “Verify Account” again to trigger the final verification step.

  • If you are unable to verify your account from within the application, please contact our support team at support@group1sports.com. We can personally assist you in getting verified. We may require you to submit identifying documents to assist in the process of establishing your identity.

  • No, Group 1 Sports is only available in Australia.

Account

  • Your Username is the email address you used when creating your account. If you forget your password, open the app and tap “Log In” on the splash screen. Tap “Forgot Password” and follow the prompts.

    For a full guide, read our Password Reset Guide.

  • You cannot change your password from the Account screen. If you wish to change your password, follow the reset password flow covered in question “What do I do if I forgot my Username or Password?”

  • Go to your Account by tapping your avatar in the bottom right hand corner of the Home screen.

    To the right of the avatar at the top of the Account screen, you will see a small pen icon.

    Tap this pen icon to edit your Stable Name and/or select a new avatar. Scroll horizontally to browse through the available avatars.

    Then hit “Submit” to save your updates.

  • If your account is not verified, you should follow the steps for verifying your account. This is different from an account suspension.

    If your account is suspended, it may be due to self-exclusion or suspicious account activity. Please contact support@group1sports.com and our support team can assist you.

  • Please contact us at support@group1sports.com and request for your account to be closed. Once the account has been closed, we will send you confirmation by email.

  • If you wish to update your personal details, please contact us at support@group1sports.com, outlining the specific changes you would like to make.

  • If you wish to update your address details, please contact us at support@group1sports.com, outlining the specific changes you would like to make.

  • Go to your Account section in the app by tapping your avatar in the bottom right hand corner of the Home screen.

    Then tap “Account Details” and scroll to the bottom of the page.

    Uncheck the box next to “Yes, I would like to receive marketing & promotions” and tap “Update Details”.

    Please note: Some emails, like Monthly Activity Statements, are regulatory requirements and cannot be turned off.

  • Self-exclusion is a voluntary process for people who want to stop gambling for a period of time or permanently.

    If you wish to be self-excluded from the Group 1 Sports platform, please contact us at support@group1sports.com with your request and account details. Alternately, you can submit the Self-Exclusion form at the bottom of this page.

    Alternately, you may contact Licensing NT directly and request to be self-excluded from Group 1 Sports specifically or from all gambling operators. See more information here: https://nt.gov.au/industry/gambling/gambling/self-exclusion-from-a-sports-bookmaker-or-betting-exchange-operator.

  • Please submit an Account Deletion Request via the form here: https://group1sports.com/account-deletion-request

Deposits & Withdrawals

  • Go to your Account and tap “Wallet”. Select the “Deposit” tab and enter the amount you want to deposit then tap “Top Up”. You will then see the deposit form. Enter your Visa or Mastercard details and tap “Pay Now” to process the deposit.

  • If your deposit is successful, you should see your account balance updated very shortly. As soon as the deposit shows in your account balance, you will be able to use the funds to join a game.

  • If the funds have left your Card or Bank account, but have not appeared in your Group 1 Sports account, it's likely that the funds weren’t processed correctly. If this occurs, the funds will generally be returned to the Card or Bank within 1-2 business days. Group 1 Sports does not have control of this process. If you believe the funds haven't been deposited your Group 1 Sports Account and haven't been returned in 1-2 business days, please contact your Card provider or Bank to confirm the transaction.

    If your money hasn't appeared into your account after the above time frames, and your Card provider or Bank has confirmed the transfer, please contact us at support@group1sports.com. Please include:

    1. Group 1 Sports User Name (email address used to open the account)

    2. Date of Deposit

    3. Deposit Amount

    4. Reference used

    5. Screenshot of your receipt

  • To enter any Group 1 Sports games, your identify must be verified. If we are unable to verify you with the information provided during account creation, you will be unable to join games and will see “Account Not Verified” near the top of the Account section. Navigate to the Account section by tapping your avatar at the right of the bottom navigation bar.

    If you are not yet verified, press “Verify My Account” and follow the prompts. We’ve partnered with GBG, an identity verification, location intelligence and fraud prevention company, to securely process and check personal information. You may be asked to provide Driver’s License or other information during this process.

    If your identify has been verified and you are still unable to enter a game even though you have sufficient funds, please contact us at support@group1sports.com.

  • Go to your Account and tap “Wallet”. Select the “Withdrawal” tab and enter the details for the bank account you’d like to withdraw funds to.

    You must enter the BSB and account number for an Australian bank account held in your name.

  • You should expect to receive your funds in not greater than 2 business days after making your withdrawal request. Transfers made on a weekend or a public/bank holiday will be processed the following business day.

    Please note the times above are to be used as a guide - we will endeavour to action your withdrawal as promptly as possible but at times may experience delays.

    Note that at this time we can only accept withdrawal requests to Australian bank accounts.

  • There are a number of reasons why a withdrawal may be declined. If you are experiencing this problem, please contact us at support@group1sports.com.

  • If you are experiencing this problem, please contact us at support@group1sports.com.

Activity Statements

  • An activity statement is a document you can request from Group 1 Sports which details your previous transaction history and game history for your personal account.

    As per regulations, an Activity Statement is automatically sent via email to all Group 1 Sports accounts that have entered a game within the past 12 months.

  • Group 1 Sports will soon start sending you monthly Activity Statements. In the meantime, if your would like to view your Activity Statement, please contact us at support@group1sports.com

  • The provision of monthly Activity Statements is a new government regulation. You will not be able to unsubscribe from Monthly Activity Statements. We are required to provide all active customers a monthly statement including their game activity and transactions.

Account Security

  • Protect your money: banks and card providers around the world are creating extra hurdles for you to navigate just to pay online. Don’t take risks with your money. Follow all the guidelines of your bank and card providers.

    Prevent Fraud: every transaction is monitored and heavily guarded behind our advanced encryption to help prevent fraud and identity theft. We are constantly reviewing and updating our systems to help block external threats.

    My bank card was recently lost/stolen: make sure you report that your card is lost/stolen to your financial institution first. Once that it done, get in touch with us and we can remove/suspend the card from your account.

    I have changed my address: make sure you keep your details up to date. If you change addresses, please contact Group 1 Sports at support@group1sports.com.

    Can I deposit funds into my account using the card of a friend or family member with their permission? No. All payment methods must be in your own name and address. For further information please refer to our Terms and Conditions.

Player Status

  • Lifetime Points is a running tally of all points an account has scored in all games ever played on Group 1 Sports. Lifetime Points total is shown next to the account avatar and stable name on the Home screen.

    At Group 1 Sports, every member is assigned a status based on their points accumulated in games over the past twelve months.

    Group 1: Top 1/3 of players who have won $ prizes, based on points won the last 12 months

    Group 2: Second 1/3 of players who have won $ prizes, based on points won the last 12 months

    Group 3: Bottom 1/3 of players who have won $ prizes, based on points won the last 12 months

    Maiden: Has yet to win any $ prizes

  • In the future, Group 1 Sports may offer opportunities to use your points for in game purchases and promotional offers. Coming soon.

Submit Support Request

If you can’t find the information you need in the Support section, please reach out to our staff at support@group1sports.com or fill in the form below.

Self Exclusion Request

If you are a current Group 1 Sports player and wish to voluntarily self-exclude yourself from the platform, please submit a request below. Please include in the message your full name, date of birth, and your unique player ID (which can be found by tapping “Account Details” on the Account screen). Please indicate if you want to be excluded until a specified date or permanently.

If you are not a Group 1 Sports player but wish to voluntarily self-exclude yourself from the platform, please submit the form below and include your full name and date of birth in the message.

If you wish to self-exclude from all Northern Territory online gambling providers, please submit a request directly to the NT.

Once confirmed, a voluntary self-exclusion will be irreversible and the account will be inaccessible to the player. Our support team can assist in paying out any remaining funds in a self-excluded account (subject to appropriate and necessary checks and verifications and applicable laws).