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Account status · What might be happening

Why has my gambling account been restricted?

A restricted account tells you something has been stopped or limited. It does not tell you why. Identity checks, payment issues, AML review, safer-gambling action, security concerns and account terms can all produce a similar result from the customer’s point of view.

Which reason sounds closest?

Use the message you received rather than guessing

What this could mean

Identity or account verification

The operator may not have been able to confirm or update your identity, address, age or who controls the account.

What to do next

  1. 1. Read exactly what has been requested
  2. 2. Provide accurate information
  3. 3. Ask what is still missing if the request is unclear
  4. 4. Keep the messages and dates

If you disagree

Keep the verification question separate from the complaint

Ask the operator first

Ask for a clear explanation of what remains outstanding, why it is required and how to use the operator’s complaints process if you disagree.

If the dispute is not resolved

Use the operator’s complaints procedure and keep a copy of the account decision and correspondence. Our operator complaints guide explains the eight-week process and when a dispute may move to Alternative Dispute Resolution, usually shortened to ADR.