Recovering your forgotten username or email address

If you cannot remember the email address or username you used to sign up, please do not attempt to create a new account. Under UKGC rules, “duplicate accounts” are strictly prohibited and could lead to both accounts being permanently closed. Instead, follow these steps to recover your existing details safely.

Check your inboxes

The quickest way to find your registered email is to search your personal email accounts (including spam folders) for “Welcome” or “Verification” messages. Your username is also frequently included in the subject lines or headers of promotional and account-related emails sent by the bookie.

Use the “Forgot Username” tool

If you remember your email but not your username, head to the login page and select “Forgot Username?”. You will typically be asked for your registered email address and your Date of Birth to receive a reminder via email. This is a standard security layer to ensure your details aren’t sent to the wrong person.

Contact Live Chat for recovery

If you are completely stuck, the Live Chat team is available to help you recover access. To protect your security, the agent will ask you to verify your identity by providing:

• Your full name and Date of Birth.
• Your registered home address (including postcode).
• The last four digits of the debit card used for your most recent deposit.
• The answer to your security question (if you set one up).

Once your identity is confirmed, the agent will provide your username or update your email address so you can reset your password and get back into your account.

Security Note: Official agents will never ask for your full card number or your password. Always ensure you are using the official Help Centre chat link to avoid phishing attempts.