Can I reopen my account after it has been closed?
Whether your account can be reopened depends on the reason it was closed. Some closures are temporary and reopen automatically, some require you to contact us, and some are permanent. The sections below explain what applies to your situation.
My account was closed using Self-Exclusion. Can I reopen it?
Self-Exclusion is a longer, stricter form of account closure. The options available to you depend on whether your exclusion period has ended.
If your exclusion period has not yet ended: If the selected closure period has not passed, you can request your account be reopened and our CS team can raise this to our specialist team.
If your exclusion period has ended: You may be eligible to request reopening but this will be decided on a case by case basis. Our Customer Support team will guide you through the process.
After this, you will be required to complete a Responsible Gaming Questionnaire, which includes questions about why you self-excluded, how gambling has affected your life, and why you wish to reopen your account. Once your responses are reviewed and, if approved, a mandatory 24-hour cooling-off period will be applied. During this time, you cannot access your account, and it will automatically reopen after the cooling-off period ends.
Can I reopen my account before my Time-Out or Self-Exclusion period has ended?
If the selected closure period has not passed, you can request your account be reopened and our CS team can raise this to our specialist team.
Please let the support team know your request and they will keep you informed if anything else is needed.
My Self-Exclusion was set to indefinite. Can my account ever be reopened?
You can request a review by contacting our Customer Support team. Your request will be assessed by our specialist team, who will ask you a number of questions to understand your current situation before making a decision. Please note that standard support agents cannot make the final decision on indefinitely closed accounts — this rests with the specialist review team.
My account was closed for a reason other than Self-Exclusion. Can I reopen it?
If your account was closed for reasons such as personal request, dissatisfaction, or inactivity, you can request a review to our Support Team. We will confirm whether the account is eligible to reopen and guide you through any steps required.
I requested a permanent closure. Can my account be reopened?
Permanently closed accounts are not reopened as standard. However, if you originally requested the permanent closure yourself, you can ask our Customer Support team to raise a formal review with the relevant team. Please note that the outcome of this review is final and cannot be challenged through standard support.
If your account was permanently closed by our team rather than at your own request, the closure is absolute and the account will not be reopened.
My account has been inactive for a long time. Can I reopen it?
Accounts that have been inactive for 12 or more months are classified as dormant and cannot be reopened through standard customer support. Please contact our team and we will raise your request to the relevant department for review.
Please also be aware that if your dormant account held a remaining balance at the time it was closed, a monthly inactivity fee may have been applied. Our team can provide further details on this when you get in touch.
What should I do if I am struggling with my gambling?
If you are concerned about your gambling habits, we strongly encourage you to make use of the responsible gaming tools available in your account. You can find these by going to Menu → Gaming Limits, where you can set a Time-Out or Self-Exclusion at any time. If you change your mind during the cooling-off period after requesting reopening, you can request that your account remain closed.
If you would like to speak to someone, please visit our Responsible Gaming page for support resources.