This guide explains the various reasons why you might experience restricted access to your account, focusing specifically on Safer Gambling scenarios. For information regarding account verification, technical issues or other access-related concerns, please refer to our ‘Why am I unable to access my account?’ article.
Several situations may lead to temporary account restrictions:
Concerning or worrying statements:
Why: To ensure a safe environment for all users, accounts may be temporarily restricted if concerning or worrying statements are made in live chats or chat rooms.
What happens next: After your account is reviewed, we will contact you directly to discuss the situation.
How to proceed: Respond to our communication promptly and engage in a respectful and open dialogue. We will review the situation and determine the next steps.
Awaiting further information:
Why: Your account might be temporarily restricted if we need to discuss important account-related matters and haven't been able to reach you. This could be for verification or to address potential concerns.
What happens next: We will attempt to contact you via email or phone.
How to proceed: Kindly check your emails, respond to our communication promptly and provide any requested information. Your account will be reviewed for potential reactivation once we connect.
Requested closure:
Why: You may request a temporary account closure for personal reasons, such as practising responsible gaming or taking a break.
What happens next: Your account will be temporarily closed until you request reactivation.
How to proceed: Contact our customer support team via live chat or email to reopen your account.
Personal Limits:
Why: Take control of your gaming by setting personal limitations on your account, such as deposit limits. This helps you manage your activity and play responsibly.
What happens next: The limitations you set will be immediately applied to your account.
How to proceed: You can easily adjust or remove these limitations at any time through your account settings. Please note that any request to decrease a limit is subject to a seven-day cool-off period.
Self-exclusion
Self-exclusion allows you to completely restrict access to your account and our services for a pre-defined period. This can be initiated by you or by our safer gambling team to ensure a safe gambling environment.
Types of self-exclusion:
Timeframe and no timeframe chosen: Contact our customer support team for guidance on potential reactivation.
Permanent: Your account cannot be reopened. Contact our customer support team for further help and advice on Safer Gambling tools.
Forced self-exclusion: If the safer gambling team initiates your exclusion, you will receive an email with more information such as when the self-exclusion ends. Once the timeframe ends, contact customer support team for further assistance.
Pending bets and winnings during self-exclusion:
Pending bets will settle as usual and winnings will be credited to your account. You can withdraw these winnings during your self-exclusion period by contacting our customer support team. Otherwise, your winnings will be waiting for you in your account when the self-exclusion period ends.
We are here to help!
If you have any questions or need assistance with any account restrictions, please do not hesitate to contact our customer support team.