Can't access my account - Closed/blocked/restricted account

When you're trying to log in or deposit and play, you may find that you get an error message stating that your account is closed, blocked, or restricted. This might be because one of our teams or automatic systems requires something from you to allow you to play safely.

Why is my account restricted?

Possible reasons include:

  • We requested documents from you and haven’t received them yet.
  • You didn’t validate your account on time.
  • We noticed you’d created more than one account.
  • You asked for your account to be closed in the past.
  • We closed it to comply with regulatory requirements.
  • We restricted the account for security reasons.
  • We need to request more documents from you to verify your funds or comply with anti-money laundering laws.

How can I upload my documents?

Check this page for more detailed information about why we request documents and how to upload them safely.

What if I have more than one account?

We don’t allow more than one account per player per license. This is in line with our duplicate account policy. Check our Terms of Service for more information. If you’ve realized that you have more than one account, reach out to us and let us know.

How can I regain access to my account?

If you've closed your account and would like to reopen it, contact us, and we’ll be happy to help.

When we block or restrict your account, we send you an email with reasons for closure and instructions. Check your registered email address for a message explaining what we need from you. Then, contact us by following the steps below:

  1. From any page on our website, choose ‘Help’ at the top.
  2. Press the green ‘Need Help’ button in the bottom right.
  3. Follow the instructions to get in touch.

Alternatively, you can contact us using our desktop or mobile software. Go to:

  • Desktop: Help → Contact Us
  • Mobile: Help → tap the Account icon → Contact Us

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