FAQs
Everything you need to know about Who Knows Wins, how it works and how to play is contained within either this page, our Terms and Conditions, How to Play, Game Rules and Help menus.
If you still can’t find the answer to your question please email us at support@whoknowswins.com or complete the contact page within the help and contact section of this app.
I’ve forgotten my password. What do I do?
Simply click on the forgotten password link and enter the e-mail address you used to create your account and we will send you an email to allow you to reset your password. Once reset you will be able to login to your account with your new password and create a new 4 digit PIN.
I’ve forgotten my PIN
The 4 digit Personal Identification Number (PIN) is in place so that you can remain logged in to the WKW app and get quick access without having to enter your email and password every time you open the app.
If you forget this PIN, click on the “log out” option and then login again using your registered email address and password. You will then be asked to create a new PIN which will secure your account until the next time you log out.
How do I deposit?
Your wallet can be accessed by clicking the wallet icon and £ balance in the top right corner of the App, via the “more” menu or by clicking on your avatar to enter your account details menu and choosing the “wallet” option.
Click on the deposit icon, enter your desired amount and follow the instructions to enter your card details. Confirmation of your deposit will be sent to your registered e-mail address for your records. Please note that all deposits are processed through our third party payment gateway managed by CyberSource Barclays.
Funds will appear in your wallet in 2 hours or less but may take up to 5 working days to be debited from your bank account or credit card (normally 2 working days). Please note that Who Knows Wins do not store any card details or financial information from our users. If you are experiencing problems with depositing funds, please contact us at support@whoknowswins.com
How do I make a withdrawal?
Access your wallet by clicking where your balance is displayed in the top right hand corner and click on the Withdraw option. Your saved card details will appear. Select the amount to withdraw and click the Withdraw button. Confirmation of your withdrawal will be sent to your registered e-mail address for your records.
Please note that all withdrawals are processed through our third-party payment gateway managed by Secure Trading Financial Services. Funds will be deducted from your wallet immediately but may take up to 5 working days to be credited to your bank account or credit card (normally 2 working days).
If you are experiencing problems with withdrawing funds, please contact us at support@whoknowswins.com
How do I place an entry to a league?
Placing an entry into a league on Who Knows Wins couldn’t be easier. Tap on “home” on the bottom left hand side of the screen and you will be presented with a scrollable list of available leagues set up by Who Knows Wins, detailing the start date, win pot and the buy-in amount. Tap on “make selections” to see the fixtures in that league.
Make your predictions by choosing the win for either team, or choose the option of a draw. Confirm your entry by accepting the stake at the bottom of the screen. Congratulations, you are now in the league and in with a chance of winning a share of the pot.
How do I amend my selections?
You can amend your selections at any time up until the start of the first fixture in the league. Do this by finding the league on the home page or in the My Leagues menu and click on view.
Under Your Selections, make the changes and re-submit your predictions. Once the first game in the league starts you will not be able to change any of the other selections within that league.
How do I create a league?
Within the Who Knows Wins app, the Create League menu allows you to create a bespoke league of fixtures and to set your own buy-in and pot split.
On choosing the Create League option, you will be presented by a list of fixtures contained within certain sporting leagues (e.g Premier League, Championship, La Liga) for today.
Clicking the various options will display the matches available within that league. Choose individually or select all to add to your Who Knows Wins private league. Once completed, click next, create your league name, set your buy-in stake and customise your pot share.
Your league is now set up. Now, make your selections and enter to accept the stake. All that’s left to do now is invite your friends to join your league. Don’t be afraid to create a league with a mixture of fixtures from different sports.
How do I invite my friends?
Once you have set up a league, you will be presented with a list of recently played friends. Simply choose each friend and click invite and a notification will be sent to each friend with an invitation to join your league. The league will also appear under their League Invites section on the My Bets menu.
If you have yet to build a group of friends on Who Knows Wins, you can choose the share option on each league, including leagues that were not set up by you, to encourage your friends to log in and join the league. The share option allows you to share by Text, WhatsApp & Email or even on Facebook or Twitter. The more friends that join, the bigger the pot. The bigger the pot, the higher the winnings.
What happens if the league ends in a tie?
If a league ends in a tie, the pot distribution is split accordingly amongst those players that tied. For example, if a league had a £200 pot with a distribution of 70% for the winner, 20% for second place and 10% for third place ended in a two way tie for first place, each player would receive 50% of the combined first and second place prizes, i.e. £90 each (less WKW’s 5% commission).
A three-way tie would equate to all three players taking home £66.66 (less commission). The same principal applies to ties for second and third places.
What if a game goes into extra time?
All matches are based on the score after normal time (e.g. 90 minutes for football) unless otherwise stated. If a cup or tournament match is involved where there is the potential for extra time, this additional time does not count towards the result. The 90 minute score will be logged as the final result.
What happens if a game is postponed or rearranged?
If a match is postponed or rearranged for any reason and does not go ahead at the published time and date, the match will be classed as void and not counted towards in the results of the league. If a game is postponed and rearranged to be played within 3 days of the initial published time and date it may stay within the league and count as a valid fixture. Please check the league at all times to see if the game has been voided or not.
How do I know if I’ve won a league?
Within the My Leagues section of the App, you can view all leagues that you have entered, split into “in-progress”, “starting soon” and “finished” as well as a list of all league invites from your friend that have not yet been accepted. In progress leagues will highlight your current position and all matches completed within that league will display a completed or current live score. For finished leagues, your final position is shown along with the value of any winnings that you have received. All winnings are credited to your wallet upon completion of the league. An itemised list of payouts along with league entries, deposits and withdrawals can be viewed within your wallet transaction list.
How do I change my account details?
All your account details can be changed from the Account settings option within the “more” menu or by clicking on your avatar in the top corner of the app. Please note that any changes to address or date of birth may require us to re-verify your identity and we may request additional documentation. Please see our Verification section within the Help & Contact section of this app for more information on how we verify our users and why.
How do I change my notifications settings?
Within “Settings” in the Account Details screen, you can customise the notifications you receive which include:
Match kick-off
Match full-time
Match goals
League starting soon
League finished
League invite
Chat notifications (private leagues only)
How do I activate Self Exclusion?
To activate our Self Exclusion facility, please click on the “Leave Who Knows Wins” option within the Responsible Gambling sub-section of the Account Details section of this App, or contact customer services using the contact information on the bottom of this page. You accept that we have no liability to you if you seek to breach your self-exclusion and gamble by opening further accounts or changing your registration details.
At your request, we will as soon as reasonably practicably apply best practices to prevent you from using your Account indefinitely.
To this end, we may retain such personal data as is necessary (and for as long as is necessary which may be indefinitely) to implement the facility as effectively as possible, including for example your name, address, and credit/debit card details.
How do I activate a Time Out?
If you feel you need a break from using our app, you can do so using our ‘Time Out’ facility, which enables you to set a period between 1 day and six whereby you will not be able to place deposits or enter leagues. This can be found in the Responsible Gambling sub-section of the Account Details section of this App.
How do I set Deposit Limits?
If you would like to set a limit on the amount you can spend within a specified period, we offer the ability to set daily, weekly, and monthly deposit limits within the ‘Responsible Gambling’ sub-section of the Account Details section of this app.
Any reduction in deposit limits takes effect immediately, however, any request to increase deposit limits will only take effect 24 hours after requested to incorporate a ‘cooling-off’ period.
Where can I get help and advice on my gambling?
You can get free, independent, and non-judgmental advice regarding your gambling at begambleaware.org or gamcare.org.uk. You can access online support groups, forums, and free resources at gamblingtherapy.org or download their app.
You can also call the National Gambling Helpline, for free, on 0808 8020 133.
Gordon Moody Association offers residential treatment for severe gambling addiction.
You can purchase Website Filtering and Blocking Software such as Gamban. Gamban blocks access to thousands of gambling websites and apps on all the most popular platforms.
Is Who Knows Wins regulated?
Yes, Who Knows Wins is licensed and regulated by the Gambling Commission under licence number 43397.
What if I have a complaint?
Here at Who Knows Wins we make customer service our priority but sometimes things go wrong, so if there’s something you’re not happy about please tell us straight away so we can put it right.
Complaints Procedure
Please get in touch with us by email at complaints@whoknowswins.com – if we can put things right, we will.
To help us put things right quickly, it’s important that we understand your concern, so we’ll ask you some questions, such as what happened and when, plus what you would like us to do to put things right.
If you’re still not happy - our Complaints Team will then look into your concern and provide Who Knows Wins final response. Our complaints team can be contacted at complaints@whoknowswins.com
Please note that although we aim to resolve complaints promptly, we have up to eight weeks to investigate your concern and issue our final response.
If we haven’t been able to resolve your complaint to your satisfaction you can ask for it to be looked at by the Independent Betting Adjudication Service - IBAS - which is a free service. However, in order to refer your complaint to IBAS, you firstly need to go through our complaints process and receive our final response. For more information about IBAS, including the types of complaints they can and can’t look at, visit https://www.ibas-uk.com
For more information on our complaints and player dispute process please visit our Terms & Conditions which can be found at https://www.whoknowswins.com/terms-conditions
WKW has a license granted and updated by the United Kingdom Gambling Commission on 30 November 2018, Licence Number 000-043397-R-322936-005. The United Kingdom Gambling Commission can be contacted at www.gamblingcommission.gov.uk/
Complaints Contact Details
Email: complaints@whoknowswins.com
We are currently only offering email as a method of contact for complaints