Why is my account locked or suspended?
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If your account is locked or suspended, it is usually because of one of these three reasons:
1. Too many failed logins
Your account locks automatically if the wrong password is put in too many times. You can usually fix this by simply resetting your password through the login page.
2. Active self-exclusion
If you turned on a Responsible Gaming “Time-Out” or self-exclusion, your account will stay locked until that specific time period is over. By law, we cannot override this lock.
3. Pending KYC verification
By law, we must verify who you are. If your Know Your Customer (KYC) documents, such as your ID or proof of address, are missing, expired, or still being reviewed, your account will be paused.
What to do next: Check your email inbox and spam folder to see if our team requested any documents from you. If you are still unsure, contact Live Chat so we can look at your account and help you fix the issue.