Account [EG]

Changing Your Personal Account Details

Most personal detail changes are handled by our support team via live chat. The information required depends on what you want to change.

Phone number: share your new number with our support team via live chat.

Address: provide a document dated within the last 90 days (for example a utility bill or bank statement) showing your updated address, along with a reason for the change.

Name, surname, or date of birth: share a government-issued ID reflecting the updated details via live chat, along with a reason for the change.

Nickname: you can change this yourself in the Profile tab by clicking the edit icon next to your nickname.

Some changes may require additional verification. Once submitted, updates are typically processed within 24 hours.

Updating Your Email Address

To change the email address linked to your account, send a request to our support team by email with the following details:

• Your account ID (found in the Profile tab when logged in)

• Your current email address (the one currently linked to your account)

• Your new email address (the address you want to switch to)

• A reason for the change

For account security, you may be asked to complete a verification step. Once verified, your request is reviewed and forwarded to the relevant team. Email changes are usually completed within 24 hours. Please note that such requests can only be processed via email.

Additional Detail-Change Scenarios

If you no longer have access to your old email

Contact support via email or live chat to request an email update. Provide your account ID (from the Profile tab), your old and new email addresses, and a reason for the change. You may be asked to complete a verification step. Updates are usually completed within 24 hours.

If you made a typo during registration

Contact support via live chat to correct details entered at registration. For name, surname, or date of birth, you will need to share a government-issued ID showing the correct details, plus a reason. Other details can be updated with the appropriate supporting document.

Why some details cannot be edited directly

For security and regulatory reasons, details such as your name, date of birth, and registered email cannot be changed directly in account settings, as they must be verified before being updated. This protects your account from unauthorised changes. Details like your nickname can be changed directly in the Profile tab.

Resetting a Forgotten Password

If you have forgotten your password, you can reset it from the login page:

1. Click “Forgot your password?” on the login page.

2. Enter your registered email address to receive a reset email.

3. Open the email and use the link provided to set a new password.

If you did not receive the reset email

There are two common reasons the email may not arrive:

• There is no account linked to the email address you entered. Check the details and confirm whether you registered with a different email address.

• The email was delivered to your Promotions or Spam folder.

Tip: if you have received emails from us before, try clicking any button inside one of those messages. This can help restore access without needing to reset your password.

Login Problems

If your password keeps being rejected

Check for common causes first: caps lock, extra spaces, or your browser autofilling an old password. If it still fails, reset your password using the “Forgot your password?” link on the login page and set a new one. If you still cannot log in after resetting, contact support via live chat.

If a reset says no account exists

This usually means the email you entered does not match your registered address. Check for typos and whether you registered with a different email. If you have received emails from us before, that address is the one linked to your account.

If you are stuck in a “you already have an account” loop

This can happen when a password change is attempted through the sign-up flow rather than the reset flow. To change the password for an existing account, always use the “Forgot your password?” link on the login page, not the registration form.

Managing Account Limits

You can set, adjust, or remove limits on your account from the Limits tab:

1. Go to the Limits tab.

2. Click Edit limit.

3. Change the value and click Apply changes, or select Cancel limit to remove it.

Timing depends on the type of change:

• Decreasing a limit takes effect immediately.

• Increasing or removing a limit may take up to 24 hours to process.

The estimated timing is displayed on the limit card, so you always know what to expect.

Withdrawal limits are fixed and cannot be increased or changed on request.

Deposit Limit

A deposit limit controls how much you can deposit over a set time period — daily, weekly, or monthly. It is designed to help you manage your spending. You can set or adjust it in the Limits tab.

What counts toward the limit

Only successful transactions count toward your deposit limit. Deposits that are in pending or waiting status are not counted until they complete successfully.

Loss Limit

A loss limit caps how much you can lose over a daily, weekly, or monthly period. Once your losses reach the limit, you cannot place further bets until the period resets or the limit is adjusted.

How losses are calculated

Loss is calculated using this formula: Loss = Bet - Win

Wins are subtracted from the total, meaning the limit tracks your net loss rather than total bets placed. 

What counts as a Bet

Bets include all negative changes (write-offs) to your balance, across both real and bonus funds, for casino and sports betting. The following are not counted as bets:

• Withdrawals of funds

• Bonus write-offs (e.g. cancellation of a bonus)

What counts as a Win

Wins include all positive changes (accruals) to your balance, across both real and bonus funds, for casino and sports. The following are not counted as wins:

• Deposits

• Bonus accruals (e.g. receiving a bonus)

Example: you place 200 in bets and receive 150 in winnings. Your loss for the period is 50 (200 − 150). If your loss limit is 100, you have 50 remaining before the limit is reached.

Cooling-Off Period

A cooling-off period is a short-term voluntary break from gambling. During a cooling-off period, your ability to deposit and play is restricted for the duration you choose. Withdrawals remain available throughout. A cooling-off period cannot be cancelled or removed early once it is active.

You can set a cooling-off period from the Limits tab. Available durations are:

• 1 day

• 3 days

• 7 days

• 14 days

• 1 month

A cooling-off period cannot be reversed once activated. If you want to take a longer break, our support team is available via live chat 24/7 if you would like to discuss your options.

Managing Promotional Communication Preferences

You can control whether you receive promotional emails and SMS at any time:

1. Go to Settings in the Profile tab.

2. Toggle off the “Receive promo via email/SMS” options.

You can also click Unsubscribe at the bottom of any promotional email to opt out directly.