On occasion, you may have trouble accessing your account, which can be due to a variety of scenarios. This article covers the most common reasons and what you can do.
Click the relevant topic below to find out more!
The use of 3rd party and business accounts to deposit
What happens to my balance if my account is closed?
Will my pending withdrawal still go through if my account is closed?
What happens to pending bets during account closure?
Technical Issues
From time to time, we may encounter technical issues with our site, which result in an error message when attempting to access your account.
On desktop:
We recommend that you first try these quick fixes:
Refresh the page (F5 or Ctrl+R): Sometimes a simple refresh solves temporary glitches.
Check your internet connection: Ensure you're still online.
Clear browser cache and cookies: Outdated data can cause conflicts.
Try a different browser: The issue might be browser-specific.
Return later: The problem might be temporary and resolve itself soon.
On mobile devices:
We recommend that you first try these quick fixes:
Force quit and restart the app: This completely closes and reopens the app, often resolving temporary glitches.
Check your internet connection: Make sure you have a stable connection. Try switching between Wi-Fi and mobile data.
Clear app cache and data: (This may log you out) Go to your phone's settings, find the app, and clear its cache and data.
Check for app updates: An outdated app can sometimes have issues. Go to the App Store or Google Play Store and check for updates.
Restart your device: This can resolve system-level issues that might be affecting the app.
Reinstall the app: If all else fails, try uninstalling and reinstalling the app. You will need to log in again.
If you are having technical issues in relation to a Slot or Live Casino game, you can visit the Gaming section of our help centre for additional support.
Password
If you cannot remember your password or have accidentally entered it incorrectly more than 10 times, you will trigger an account lock. You can read about how to change or reset your password here.
Verification
To comply with licensing regulations, we must verify players’ accounts. We may have even previously requested documentation from you upon sign-up. Please note: until we receive and verify these documents, your account may be temporarily locked.
If you need help with verifying your account, you can visit our verification articles in the account section of our Help Centre.
Self Exclusion
When your gaming account has been self-excluded either through our system or by an external register, you will no longer be able to log in and access your account for the whole duration of your exclusion. Once completed, the lock will be lifted.
Please bear in mind that if you are permanently excluded, you cannot re-open your account due to license and Responsible Gaming requirements.
More information on Self Exclusions and Responsible Gaming tools is available on the Responsible Gaming part of our Help Centre.
The use of 3rd party and business accounts to deposit
We are committed to maintaining a secure, fair, and legal gambling environment, which means adhering to Anti-Money Laundering regulations.
These regulations require us to verify the identity of each of our players to ensure that funds used for gambling are obtained legally. Using someone else's account violates these Anti-Money Laundering requirements.
Additionally, we have a responsibility to protect the funds and personal information of our players. Allowing accounts to be linked to unverified individuals increases the risk of theft, disputes, and unauthorised access.
For more information on the payment methods available, please visit the Payment section of our Help Centre.
More than one account?
To ensure fairness, protect the integrity of our games and promotions, and comply with regulations, we have strict policies against allowing players to create or operate multiple accounts.
Having multiple accounts is against our terms and conditions and would therefore lead to your account being closed.
You can read our Terms and Conditions if you would like more information.
Playing whilst underage
Gambling laws universally set a minimum age requirement depending on the jurisdiction. Operating an account in violation of these laws can lead to severe penalties for the casino, including fines, licence revocation, and legal action.
Therefore, as part of our verification process and Terms and Conditions, when an account shows to have been either created or is still being operated by an underage player, we will immediately and permanently close the account.
VPN usage
We take our licensing obligations very seriously, which means we operate under strict regulations that often restrict our services to specific countries or regions.
VPNs have the potential to mask a player's true location, which could allow them to gamble from jurisdictions where we are not licensed to operate. This puts us at risk of significant legal penalties.
Anti-Money Laundering regulations require us to verify the identities and locations of our players. VPNs make it difficult to accurately determine a player's whereabouts, hindering our ability to meet these critical KYC/AML requirements.
Using a VPN is a breach of our Terms and Conditions, which is why your account may be inaccessible.
What happens to my balance if my account is closed?
We want to assure you that your funds are safe. For information about your balance after account closure, please contact our Customer Support team. They will be happy to review your account and discuss the specific reason for closure, as this determines how remaining balances are handled.
Will my pending withdrawal still go through if my account is closed?
That depends on several factors, including:
Why your account is being closed: If you initiated the closure yourself while a withdrawal was pending, it may still go through. However, if your account has been closed due to a violation of the terms of service, the pending withdrawal might be cancelled.
The stage of the withdrawal process: If your withdrawal request was already approved and is in its final stages, it's more likely to go through even if your account closes. However, if it was still pending review, it might be cancelled.
To check on the status of your withdrawal, our Customer Support team will be able to guide you further.
What happens to pending bets during account closure?
Here's a breakdown of what can happen to your pending sports bets if your gaming account is closed, emphasising the key factors:
Event ends before closure: If the game or match concludes *before* your account is closed, the bet is typically settled as usual. You'll either receive your winnings (added to your account balance) or lose your stake.
Event ongoing during closure: This is where it gets tricky. Some platforms might void the bet entirely, while others might let it stand and settle it based on the final result.
Closure before event starts: Bets are more likely to be voided if your account closes before the event even begins. You might receive a refund of your stake, but this isn't guaranteed.
Terms and Conditions
As an Operator, we have our own Policies which are in place to not only ensure the safety of our players but also to adhere to regulatory and legal requirements.
If you would like to know more about our Terms and Conditions and how they might affect you, please visit the Terms and Conditions part of our site.
What should I do?
If you are unable to access your account after following the guidance in our articles, contact our support team. They will happily take a look for you and will be able to assist you further!
