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Help! I can’t access my casino account!

Published on 20 April 2017 by Rachel


Help! I can’t access my casino account!You’ve pulled up your favourite casino site and flexed your fingers in anticipation as the login screen appears. But lo! A problem! You cannot access your account, despite inputting the correct credentials. There are a number of reasons this can happen and today we’re going to talk about what you can do about it.

Remember to verify

When you first create a casino account, you will be asked to verify it. This is usually done by means of an email sent to your inbox and/or a text message sent to your phone. It’s not uncommon for players to get caught up in exploring the casino site or to simply forget to finish the verification process.

The fix for this one is easy. Find the verification email in your inbox and click the link. If a text message verification system is used, input the code you received on your phone to activate your account.

Forgot your Login?

It happens to the best of us. You can’t remember the exact combination of username and password, or simply forgot one or the other. We sign in to plenty of sites during our time online so it comes as no surprise that sometimes the wires get crossed.

Most sites that require you to log in – online casinos included – offer a handy password retrieval tool, usually as a clickable link or button underneath the login fields. This will help you retrieve your details once you have inputted your email address, phone number, or other user-specific bit of data. You’ll get a new password in your email or via text and you can then reset it once you regain access.

Down for maintenance

Casino sites, just like every other virtual space on the internet, require technical attention every so often, whether that is for routine maintenance, fixing a specific bug or to upgrade it. This means that players will not be allowed to access their accounts for a short period of time. There will usually be a message posted to the home page of the casino, informing players of the downtime and how long it is estimated to last.

There’s no ‘fix’ for this one – simply wait out the maintenance period or play at a different casino until the first one is back online.

Account suspended

When a player signs up at an online casino, they are entering into a legal contract with the site, the obligations and responsibilities of which are laid out in the terms and conditions document. There is a good reason we encourage players to read this document carefully – breaking the rules can lead to having your account suspended or even shuttered entirely.

There are plenty of reasons an account can be suspended. Not being of legal age, being located in a restricted country, not logging in within a certain period and a misuse (inadvertent or otherwise) of a bonus are just a few of the reasons you might find yourself locked out of your account. Your best bet to regain access is to contact the customer support team, who will let you know why your account was suspended and what you can do to lift that suspension. Many casinos will also offer a page dedicated to helping you get back to the games as soon as possible.


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