Customer Support
Before contacting Customer Support, please review the most common questions as well as the more extensive FAQ available through the link below. If you still need help, you may complete a Customer Support Form. A support representative will tend to your issue promptly during business hours.
Customer Service hours are approximately 10:00 a.m. to 5:30 p.m. ET, 7 days a week, with expanded customer service hours on contest days and evenings.
Please note that HorsePlayers.com does not maintain a telephone support line; however, we are happy to contact you via telephone upon receipt of your initial support request, if necessary. Please make sure to include an accurate telephone number where you may be contacted.
MOST COMMON QUESTIONS:
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When are selections opened and Past Performances posted for each contest?
Selections are opened and Past Performances posted concurrently, approximately 24 hours prior to the start of a contest schedule. For most contests, this means that both will be available typically somewhere between 3:00 and 5:00 p.m. Eastern Time the afternoon before a contest. If it is past this time and either selections are not open or Past Performances are not yet available, please check the Latest Update section on the home page to see if there may be a posted reason for the delay. We make every effort to open picks and post PPs as soon as they become available, so please refrain from contacting Support unless there is a significant delay.
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I've lost my password, how do I get a new one?
You may request a reset password through the Forgot Password tool. This tool will send you a randomly-generated password to the email address registered to your account. Please make sure to check your Spam/Junk folders for this new password if you have not received it to your main email inbox within five minutes of requesting it. Once you are able to login with your reset password, you may proceed to the My Account section to change your password back to something you can remember. Note that passwords are encrypted, so only players themselves may change their passwords.
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I need to cancel an entry I have purchased. How can I do that?
Entries for any contests may be cancelled up until two hours prior to the start time. To cancel entries, go to the My Entries page and follow the link to cancel the entries desired. A 10 percent cancel fee will apply, however, you may contact us for consideration for refund of that fee in legitimate cases. Once time is within two hours of a contest, an entry may not be cancelled for any reason.
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What is the difference between the Live format and Pick & Pray format?
In a LIVE format contest, selections may be edited for all contest events (races) up until the post time of the race. In LIVE format contests, selections close approximately as the second half of the field is loading into the starting gate. However, players should ALWAYS have their selections in at least two minutes prior to post time.
In a PICK & PRAY format contest, selections for ALL contest races close once the FIRST race in the contest closes (in any chronological position). Players must have all selections made prior to the first contest race and may not edit selections throughout the contest. There are absolutely NO REFUNDS allowed for missed picks under the Pick & Pray format.
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Can I withdraw funds for my account?
No. This is a qualifying site only. All funds deposited, in addition to any breakage or bankroll credits earned, must be played in tournaments. No withdrawals are permitted.
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How long does it take for winnings or entries to be posted to my account after the end of a contest?
Winning credits and entries are typically posted to accounts no later than 30 minutes after the completion of a contest. If 30 minutes have passed and your winnings are not reflected in your account, please check the Latest Update section on the home page to see if there may be a posted reason for the delay before contacting Support.
For qualifiers involving entries/packages to other on-site events (such as the NHC or Breeders' Cup Betting Challenge), there is a 48-hour audit period before the tournament is declared official. Players earning entries/packages through qualifiers will receive a confirmation via e-mail once the contest has been declared official following the 48-hour period.
FREQUENTLY ASKED QUESTIONS:
Account Creation and Login
How can I open an Account?From which locations do you accept Accounts?
I've forgotten my login password. What can I do?
I need to change my account information. What can I do?
Deposits, Withdrawals, Cancels/Refunds and Account Adjustments
What deposit options do you offer?How long after a contest is over will the contest be official?
Can I cancel an entry that I've purchased?
I was unable to play an entry that I purchased. Can I get a refund?
Horse Racing Contests
How many races are involved in a typical Horse Racing contest?From what racetracks do you select races from, and how many?
How do I make selections? What kinds of wagers are made?
When and where are contest races posted?
When can I make selections?
When do contest events (races) close?
Do I actually get the money that I earn from contest wagers?
From what source are payouts for wagers reported from?
What is the 48-hour audit rule?
Are NHC Tour points awarded in contests?
How can I open an Account?
Simply go to www.HorsePlayers.com and click on New User on the home page. Fill out the information on the form completely and accurately. You will receive an e-mail confirmation to activate your account. Once your account has been approved, you may make a deposit and proceed to purchasing entries.
From which locations do you accept Accounts?
Accounts may be opened for players residing in any state.
I've forgotten my login password. What can I do?
A “forgot password” tool is available on the login page. It can be used to retrieve your password. To go there, click here.
I need to change my account information. What can I do?
Simply visit the “My Account” page after logging in. You may change your account credentials there.
What deposit options do you offer?
We currently offer Visa, MasterCard and American Express credit and debit card deposits. All transactions are processed as USD (United States dollars).
How long after a contest is over will the contest be official?
There is a 48-hour audit period in effect after the conclusion of every contest. Contests will be declared official after this audit period is complete, and winners notified via email.
Can I cancel an entry that I've purchased?
Yes, you may cancel an entry that you've purchased up to two hours before the start of that particular contest. A 10 percent cancel fee will apply to all cancelled entries. Entries may not be cancelled within the two-hour period prior to the start of a contest.
I was unable to play an entry that I purchased. Can I get a refund?
Refunds are not allowed for any reason. If you do not cancel an entry at least two hours prior to the start of the contest, the entry fee may not be refunded for any reason.
How many races are involved in a typical Horse Racing contest?
Typically, 8-15 individual fixtures (races) will be included in a Horse Racing contest.
From what racetracks do you select races from, and how many?
Most horse racing contests will involve races from 2-3 different racetracks from the United States and Canada. However, international races may also be used from time to time. Check the contest descriptions for a list of eligible racetracks for inclusion in each contest.
How do I make selections? What kinds of wagers are made?
Selections are made in the View/Make Picks section. $2 mythical Win/Place bets are made on a single horse for each contest race. Only one horse may be selected per race. Players will also make an Alternate selection in the event that their Primary selection scratches out of the race.
When and where are contest races posted?
Contest races are posted approximately 24 hours prior to the start time of the event, or generally, between 1 and 3 p.m. ET the day before the event.
When can I make selections?
Typically, selections will open between 5:00 and 7:00 p.m. ET the day prior to the contest. Players registered for a particular contest will receive an e-mail notification when selections are open for a particular contest. The "Latest Update" section on the home page will also reflect when selections are open for upcoming contests.
When do contest events (races) close?
In contests that run under the regular, live format whereby selections may be edited up until post time for each race, selections will close for each race as the second half of the field is loading into the starting gate. Users are responsible for ensuring that all selections are made on time. We highly recommend making selections in advance and editing throughout the day as necessary, at least 2-3 minutes before expected off time.
In PICK & PRAY format contests, selections close for ALL contest races once the first contest race in the schedule (regardless of chronological order) closes. Players must make all selections in advance in PICK & PRAY format contests and will not have the ability to edit picks once selections have been closed.
Do I actually get the money that I earn from contest wagers?
No, earnings from contest wagers are mythical and used as a score only.
From what source are payouts for wagers reported from?
Mutuel payout prices are those reported by the tote system in the United States.
What is the 48-hour audit rule?
Horse Racing contests will not be declared official until approximately 48 hours after the contest is over. This time is intended to allow for the unlikely event of scoring errors or other circumstances requiring adjustments. Any scoring changes will be expressly reported to all participants.
Are NHC Tour points awarded in contests?
NHC Tour points are awarded only in contests that offer NHC qualifying spots as prizes. NHC Tour points are awarded in conjunction with NHC Tour rules and policies (usually the top 10 percent of contest entries receive NHC Tour points).
