If your account is showing as Suspended, it means access has been temporarily restricted to protect you and/or to meet legal and regulatory requirements. In many cases, the account can be restored once we complete a quick check or receive the right information from you.
Tip: If you can’t log in because you entered the wrong password too many times, your account may be locked (not suspended). Try a password reset first. If it still shows as suspended, follow the steps below.
Common reasons an account may be suspended
1) ID / age verification required
We may need to confirm your identity and that you are eligible to play (for example, confirming you are 18+).
What you can do: Log in (if possible) and check for any prompts to complete ID verification. If you can’t access your account, contact support.
2) Security check
Our systems may detect activity that could put your account at risk (for example, unusual sign-in activity).
What you can do: Contact support so we can verify you and help restore access.
3) Payment or wallet review
In some cases, we may need to review payment or wallet activity before allowing further use of the account.
What you can do: Contact support and, if available, have any relevant transaction details to hand.
4) Responsible play restriction
Your account may be restricted due to a cooling-off period, self-exclusion, or other responsible play setting.
What you can do: Review your responsible play settings. If you need help, contact support.
5) Terms & conditions review
We may need to investigate a potential breach of our terms or policies.
What you can do: Contact support for next steps. In some cases, we may not be able to share full details while a review is in progress.
What to do if your account is suspended
- Check the message on screen
If you can, note the exact message you see when you try to sign in. - Try a password reset (if you’re unsure)
If you think this might be a password issue, try resetting your password first. If the account remains suspended, continue to step 3. - Contact Customer Support
We’ll help review your account and explain the next steps.
What we may ask you to confirm (security questions)
To protect your account, our team may ask for some information to verify you. This can include:
- The email address on the account
- Your month and year of birth
- The Eircode or address details on the account
- A one-time code (OTP) sent to your registered mobile number or email (if available)
Important: Never share your password or full payment card details with anyone.
How long does it take to review?
Review times can vary depending on the reason for the suspension and whether any additional information is needed. If we need something from you (for example, updated verification documents), resolving the issue will be faster once we receive it.
Comments
0 comments
Article is closed for comments.