‘Your username is for life!’ Unfortunately we are unable to change the username on your account.
Please note that creating additional accounts is in breach of our site Terms & Conditions and may prevent authorisation of any deposits and/or withdrawals.
We are able to deactivate payment cards so that they are no longer available to use on your account, however, as part of our compliance to EU Money Laundering Directives, all personal information records are kept for a period of at least 5 years and are held and processed in line with the EU Data Protection Directives. This prevents us from removing outright any previous card details.
Yes, please follow the steps below: Click Login followed by Forgotten Password . Enter the email address registered to your account to receive a password reset email – this should be delivered straight away (please check your spam/junk if not). Follow the steps in the email to reset your password If you do not receive the email, please contact our Customer Support Team.
Yes, all personal details change requests are to be directed to our Customer Support Team. Please provide supporting documentation for address changes and the detail that you would like amended. You should let us know as soon as possible of any changes to your account information.
This could be a security risk and we advise the following immediate action: Click Login followed by Forgotten Password. Enter the email address registered to your account to receive a password reset email – this should be delivered straight away (please check your spam/junk if not). Follow the steps in the email to reset your password. For any other assistance with this or to express any concerns, please contact our Customer Support Team.
There are a couple of ways to close your account. If you want to close it indefinitely you can request for your account to be closed by contacting our Customer Support team. Your account will be shut and will not automatically re-open. You may still access our other sites and if you change your mind you can always request that it be reopened
If you have requested a standard account closure, you can request for your account to be re-opened by contacting our Customer Support Team. If you have set a cool down, your account will open automatically once the time frame that you have selected has expired. Customer Support can not end this prematurely for you.
If you have chosen to self exclude for a specific length of time AND that time frame has expired, please contact customer support. They will require verbal confirmation from yourself that you are in control of your gambling. Once they have received that confirmation, a manager will review and open your account if it is suitable to do so. If you have requested a permanent exclusion your account will not be reopened.
The reasons for your account suspension may be unknown at this stage. If your account has been suspended, please check to see whether you have received an email from us concerning your account details. In most situations you will have been contacted to explain why your account is closed. As a licensed operator of real-money games we need to make sure the details on your account are correct in accordance with Know Your Customers (KYC) regulations. If these initial checks have failed, your account may be suspended. Similarly, any known breaches of our site Terms & Conditions or failure to respond to direct requests for information may lead to your account being suspended. For further information on the reasons for being unable to access your account – unless you have forgotten your password – please contact our Customer Support Team
If you have never added your bank details or if you need to change bank details that you have already added, you can request this by contacting our Customer Support Team. We can disable your old bank details and enable you to re-enter your new details. Please note we can not enter these details for you.
If you are having difficulty logging onto your account there are a number of things that could be causing this. The first thing to do is double check your username and password. You should also ensure that your internet connection or phone signal is stable. Once you have established the above, you should also consider the following:
- Have you recently set a cool down period – It may not be expired. They will expire to the hour that they were set so for instance if you set a 24 hour cool down at 10 pm, it will not expire until 10:01 pm 24 hours later.
- Have you requested to exclude on any of our other casinos? This will cause all of your accounts to be excluded.
- Have you received a request for documents? If we have not heard anything from you and require documentation to be verified, we may temporarily close your account for your security. If any of the above apply and you require further information, please contact customer support for additional assistance.