Help topics, in the order they usually come up

Signing in

Most sign-in problems are one of four things, and they are worth ruling out in this order before writing to anyone.

1. The wrong address

   People open accounts with an address they no longer use daily. Try any older addresses you have, including a work one, before assuming the account is gone.

2. A saved password that is quietly out of date

   A browser that autofills an old password will keep failing silently. Clear the saved entry and type it once by hand.

3. The reset email is somewhere else

   Check the spam, promotions and social folders, and search the mailbox for the domain rather than scrolling the inbox. Some mail providers file a first-time sender out of sight.

4. The account is under a restriction

   If a reset works but sign-in still does not, or you see a message about the account being unavailable, that is a question for the team rather than something you can fix from your side.

Details that change

Names change, phone numbers change, and people move. Where the account area lets you edit a field directly, that is the fastest route. Some fields are locked once set, and a change to those is a request rather than an edit.

Email address

Changing the address on an account usually means proving control of both the old and the new one, so keep access to the old mailbox until the change is confirmed.

Legal name

A name change is normally supported by a document. See identity documents for what tends to be asked for and how to send it.

Address

An address that no longer matches the one on your payment method is a common cause of a stalled withdrawal, so it is worth updating before it becomes urgent rather than after.

Phone number

An old number attached to an account is a security weak point, particularly where it is used to receive codes. Replace it rather than leaving it in place.

Marketing preferences

Contact preferences are usually a setting in the account area, and are separate from any account controls you may have set. Turning marketing off does not change how the account itself behaves.

Payment questions

Money questions are the ones where a good first message saves the most time, because most of them are answered by matching a specific transaction rather than by explaining a general rule.

Before you write

• Check the payment method’s own history — bank app, card statement, or wallet — and note the exact amount, the date, and the time including your time zone.
• Note whether the amount left your account, was reserved and released, or never moved at all. Those are three different situations with three different answers.
• Check that the name on the payment method matches the name on the account. A mismatch is the single most common reason a payment stops.
• Note whether you have ever successfully used this method on this account before, or whether it is the first time.

How long things take

A payment usually passes through more than one party, and each of them has its own clock. The part that happens on the account side and the part that happens at a bank or card scheme are separate stages, which is why a payment can be finished at one end and still not visible at the other. If a transfer has not appeared after the window your bank quotes for that method, send the details above and it can be traced.

How membership status works

The membership programme runs on a calendar month. What you do in one month sets the status you hold for the next one, and the new status starts on the first day of that month. Nothing about it is an application: there is no form to fill in, no request to make and no waiting list. Activity is counted automatically and the status follows.

The mechanics

• Qualifying activity is measured across a whole calendar month, and combines qualifying deposits with bets actually placed.
• At the end of that month the level is recalculated, and the result applies from the first day of the month that follows.
• Because the criteria are the same every month, it is always possible to see where a level currently stands and what the next one is asking for.
• The higher the level, the wider the set of benefits attached to it.

What sits behind the levels

Benefits are attached to levels rather than granted individually, and they broaden as the level rises. The ones that carry a name of their own are a personal VIP manager, cashback paid on a weekly cycle, a birthday reward, and a referral bonus. Levels are named as a family — “Red Diamond” is one of them — and the account area is the place to read the current list and the criteria attached to each, since that is the version that is actually in force.

Questions that come up about it

How does someone become a member of the club?

By playing normally. The calculation happens on its own at the end of each month; there is no application step and no sign-up to complete.

How is a higher level reached?

By meeting the criteria for that level during a calendar month. Because the measure is monthly, the result of a strong month shows up at the start of the next one rather than immediately.

How is a level kept?

Status is re-derived every month rather than held permanently, so keeping a level means continuing to meet its criteria within each month.

Can a level be regained after it drops?

Yes — the calculation looks at the month just finished, not at history, so a level that lapses can be reached again by meeting its criteria in a later month.

Technical faults

A fault report that can be reproduced gets fixed; one that cannot usually ends in a round of questions. Three quick things first: try a different browser, try the same thing on a different network — mobile data instead of home broadband is a good test — and note whether it fails every time or only sometimes.

What makes a report useful

• The device and operating system, and the browser with its version.
• The exact page or game, and what you were doing at the moment it failed.
• The date and time with your time zone, because logs are matched on that.
• The exact wording of any error message, or a screenshot of it.
• Whether it happens every time, and whether it also happens on a different network or device.

A round in a game that ended unexpectedly is a payments-style question rather than a browser one: send the game name, the stake, the time, and any round or reference identifier shown on screen.

Breaks, limits and closing an account

Deposit limits, session reminders, time-outs, self-exclusion and closing an account each work differently and are worth understanding before choosing one. They have their own page: account controls.

If the reason you are reading this is that gambling has stopped being fun, the responsible gambling page lists organisations that are independent of this site and can help — including support for someone worried about another person.

What to include when you write

One well-built message is usually the difference between one reply and five. This is the short version of the contact page.