My account is closed or restricted and I can't access it

Why is my account restricted or closed?

If your account status is restricted or closed, access to the account is temporarily or permanently limited.

When an account is restricted or closed:

• Login is disabled
• Deposits are blocked
• Gameplay is suspended

This status remains in place until the required verification checks or account actions are completed.

Possible reasons include:

Your account may be restricted for one of the following reasons.

Pending documentation:

Required verification files have not been received or processed.

You may need to send documents to confirm your identity or account details.

Validation timeout

The account verification process was not completed within the required timeframe.

When verification deadlines expire, access to the account may be restricted until verification is completed.

Duplicate detection

More than one account with the same or similar personal details has been detected.

Creating multiple accounts is a violation of the Duplicate Account Policy. Only one account is allowed per player per license.

Account closure

A previous account closure request may still be active.

If an account closure is in progress, login and gameplay will remain disabled.

Regulatory compliance

Account restrictions may be applied to comply with security policies, regulatory requirements, or internal risk controls.

These checks help ensure account safety and regulatory compliance.

Verification of funds

Additional information may be required to verify the source of funds or confirm account security.

Until this verification is completed, account access may remain restricted.

How to regain access to your account

Follow these steps to restore access

Check your email

A notification containing specific instructions and next steps has been sent to your registered email address.

Follow the instructions in that email to complete the required verification.

Contact Support

If you cannot access your registered email address, you can ask for assistance.

Select the Contact Us button located at the bottom of the page to contact Support.

 

Multiple accounts

Only one account is permitted per player per license, in line with the Duplicate Account Policy.

If you have created more than one account, please contact Support and inform us.
Our Support team will review the accounts and resolve the situation where possible.