Question 1

Why does the site keep logging me out automatically?

Accepted Answer

The platform automatically logs users out after approximately 30 minutes of inactivity. This is a security feature required under UK gambling regulations and is designed to protect your account if you leave your device unattended. If you're being logged out more frequently than this, check whether your browser is set to clear cookies when closed, as this would force a new login on every browser session. You can adjust cookie retention settings in your browser preferences to keep sessions active longer. On mobile, ensuring the app is running in the background rather than being fully closed can also help maintain your session between uses.

Question 2

I'm not receiving the password reset email — what should I do?

Accepted Answer

First, check your spam and junk folders, as automated emails from gambling platforms are sometimes filtered there by overzealous email security tools. Also verify that you're searching the correct inbox — if you have multiple email accounts, the reset email will only go to the address registered on your account. If you still can't find the email after five minutes, try requesting a new one from the forgotten password page. If the problem persists, contact live chat support directly, as they can verify your account through identity questions and help you reset your credentials through an alternative verification method.

Question 3

My account is locked — how do I unlock it?

Accepted Answer

Account locks typically occur after multiple failed login attempts, which triggers an automatic security lock as a fraud prevention measure. They can also occur if your account requires document verification or has been flagged for a compliance review. To unlock your account, contact customer support via live chat or phone. You'll need to verify your identity through a few account-specific questions covering details like your registered name, date of birth, and postcode. The support team can usually lift a security lock in real time during the live chat session, meaning the issue is typically resolved within just a few minutes of making contact.

Question 4

Can I log in from outside the UK?

Accepted Answer

The platform holds a UK Gambling Commission licence and is intended for UK residents. Accessing your account from outside the UK can trigger geolocation blocks, which may prevent login or restrict access to gaming content even if your credentials are entirely correct. If you're temporarily abroad, disabling any VPN services and using your device's mobile data roaming rather than local Wi-Fi can sometimes help with geolocation recognition. However, if you're permanently residing outside the UK, you may not be able to maintain an active account in compliance with the operator's terms and conditions.

Question 5

Does the platform offer two-factor authentication?

Accepted Answer

Yes, two-factor authentication (2FA) is available as an optional additional layer of account security. When enabled, you'll receive a one-time code via email or an authenticator app each time you log in, in addition to your standard password. While excellent for security, 2FA can occasionally cause login issues if your code expires before you enter it — codes typically last 30 to 60 seconds. If you're having 2FA-related problems, try refreshing your authenticator app, ensuring your device's time is correctly synchronised, or temporarily disabling 2FA through your account security settings and re-enabling it to generate a fresh setup.

Question 6

What happens to my balance if I can't log in?

Accepted Answer

Your account balance, bonus funds, and all account data are stored securely on the operator's servers and are completely unaffected by login problems. Whether your issue is a forgotten password, a temporary security lock, or a technical glitch, your funds remain intact and inaccessible to others throughout the entire process. The only scenario where funds could be indirectly affected is if an active bonus has a time-limited wagering requirement that expires while you're locked out. If this happens due to a technical issue on the operator's side, contact support to explain the situation — agents can often extend bonus validity periods as a goodwill gesture for affected players.

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