Try resetting your password by clicking 'Forgotten password?' in the login page.

Enter the email address you have registered in your account to receive the password reset email. Through the link provided in the email, you will be able to recover your password.

You didn't get the password reset email? You may not get the email for a couple of reasons:

• No account exists with the username or email you provided - please try both options and check if you have an alternative email address
• The email has been sent to the spam folder in your inbox.

You may not be able to access your account for various reasons.

You’ve entered your password incorrectly

Your account will be blocked after five failed logins. Click the ‘Forgotten password?’ to reset your password.

You’ve excluded yourself from playing

Once activated, our Self-Exclusion feature locks you out of your account. If you’re unable to access your account for this reason, please wait until your exclusion period is over - our customer service agents are not able to re-open your account before this time.

Your account is blocked for security or compliance reasons

In some cases, your account may be blocked for security or compliance reasons. Please check your email for more information about the block reason and how to recover access to your account.

You can reopen your account if:

• you have temporarily disabled it. In this case, please contact our customer service.
• It is pending verification, and your account is locked. For more information, check your account status and/or your email box.
• You have self-excluded, and the exclusion period has ended.
• You haven't used your account in a while.

However, you cannot reopen your account if:

• You have self-excluded, and the exclusion period is still ongoing or permanent
• The account was closed at our initiative, of which you were informed.
• The account is permanently closed for legal reasons.

We use reCaptchas to help keep the site and your account safe. They’re tests to tell if a user is human rather than a robot. You will normally be asked to select images containing a certain object.

If you have any problems loading a reCaptcha, or one freezes, please try the following steps.

Check you’ve completed the test

If you’re not sure of the answer, use the refresh button (a circle with an arrow) to get a new question.

Make sure you’re connected to wifi or mobile data

A slow connection can make a reCaptcha freeze or not work properly. Once you’ve checked your connection, reload the page and try again.

Restart your browser

Close your browser, restart it and return to the page you were on.

Shut down any extensions running on your browser

Some browser extensions can affect how a page works. You can find out if any are running by checking the settings on your browser. Once you’ve deactivated them, restart your browser and return to the page.

Clear your cookies and cache

Some technical issues can be solved by clearing your cookies and cache. Once you have done this, restart you browser and try the reCAPTCHA again.

Restart your device

Once your device has restarted, load the page with the reCaptcha again.

Make sure you’re using a supported browser

reCaptcha doesn’t work with some older versions of browsers. Follow the link for your browser to find details on how to update it:

• iPhone and iPad
• Google Chrome
• Edge
• Safari
• Firefox
  

Turn off your VPN

Having a VPN (Virtual Private Network) running on your device can interfere with your connection. Turn it off and try the reCaptcha again.

Create a new user profile

You can set up a new user and try the reCaptcha again on the new profile. Follow the links below for your device:

• iPhone
• Android devices
• PC
• Mac