I'm unable to login, what should I do?
If you are unable to login, this could be down to a few things. Your account could have been temporarily closed, you have self-excluded previously, or the details don’t match. Not to worry, we can certainly investigate this for you!
I can’t remember my username
Click 'Forgot Login Details?' from the Home page and then enter your registered email address in the 'Forgotten Username?' section and we will send you a reminder of your username to this email account. The password is not saved on our systems so we cannot send your password to you.
I've forgotten my password
You can reset your password with the following steps:
- Click ‘Forgot Login Details?’ from the Home page
- and then the 'Forgotten Password?' option and enter your security details.
If you are unsure of your security answer, you can contact Customer Support from your registered email address to request this.
I am unable to reset password
If you are having difficulties resetting your password, please ensure you are using the registered email address to complete this. If you have tried to reset your password more than 10 times and gotten your details incorrect, your account will have been blocked for 24 hours for security. You will need to wait for 24 hours and then reset your password onsite before you will be able to login.
My account is closed
You may have received an email from us explaining why your account is closed, and what you will need to do to get your account back open. If this is the case, then please contact us and we can look for you.
Self-exclusion
If you have previously self-excluded, you will need to contact us about re opening your account. When you tell us you want the account to be re-opened, we will give you 24 hours to consider this, and then contact us back after the 24-hour period to confirm the re-opening of the account. You can contact us through live chat to re activate this.
I have tried to login multiple times, and still can’t login
If you have been unable to login and tried this more than 5 times your account may have been blocked for your security. All you need to do is reset your password by clicking on 'Forgotten Details?' from the Home Page and then head to 'Forgotten Password'. You will need to enter your registered email address and date of birth and you will then receive an email with instructions on how to reset your password.