Creating a new account
Registration steps
Select Sign up on the homepage.
Enter your personal details.
Confirm your preferences.
Complete the registration.
Note: Costs and charges
Opening and using your account is free. Some payment providers may apply their own fees.
Email verification
To verify your email address, go to My Account → Personal Details.
Next to your email address, you will see that the email status is marked as Unverified. Click Verify.
A notification will appear confirming that the verification email has been sent.
Check your email inbox. If you do not see the email, please check your Spam/Junk folder.
Open the email and click the Verify My Email button.
You will then be redirected back to your account.
Once the verification is successful, you will see the following notification:
Note: Having an unverified email address does not prevent you from using your account.
If we require additional documents to verify your account, an Information Required banner will appear at the top of the page with instructions on how to complete the verification process.
Updating your account details
Updating your email address
To change the email linked to your account:
Email [email protected] from your registered email.
Confirm the new email address you would like to use.
If you no longer have access to your registered email
You can complete the update through the automated bot flow:
Go to Message Us
Select Amend account details
Choose Email
Confirm that you are happy to proceed with a callback
A team member will call you within 24–48 hours to verify your identity and complete the update.
Important: If you cannot access your registered email or phone number
For security reasons, we cannot update your details. You will need to open a new account using your current information.
Updating your phone number
To update your phone number on the account you will need to email in from your registered email address stating the old number registered and the new one you wish to add.
Communication preferences
Update marketing preferences / unsubscribe
Go to My Account.
Select Settings.
Tick or untick your preferred communication methods.
Select Save preferences.
Available options
Email
SMS
Product‑specific offers
How to unsubscribe
Untick the channels you no longer want and select Save preferences.
Odds display settings
How to change the odds format
Go to My Account → Settings, where you can choose:
Fractional (1/2 - default)
Decimal (1.5)
American (-200)
Indonesian (-2)
Hong Kong (0.5)
Dormant accounts
When your account becomes dormant
Your account is considered dormant after 396 days without:
Depositing
Withdrawing
Placing a sports bet
Placing a casino wager
Important: Logging in alone does not prevent dormancy.
What happens when your account becomes dormant
We notify you in writing if you have a balance.
You can reactivate your account by contacting [email protected].
If you only wish to withdraw your balance, you can close the account afterwards.
Marketing while dormant
If you are opted in, you may still receive marketing unless you choose to unsubscribe.
Dormant for seven years
If your account remains dormant for seven years:
It will be anonymised.
We contact you at least 30 days beforehand.
Account closure and reopening
How to close your account
You can close your account in two ways:
1. iOS or Android app:
Go to My Account → Settings
Find Account closure request
Press and hold Close account for 3 seconds
Tap OK to confirm
2. Web browser:
Go to the Safer Gambling portal.
Select Account Closure / Self-Exclusion.
Review the terms, and then click Close Account.
Reopening your account
If you closed the account yourself, you may contact us via Message Us to reopen it.
Important:
Closure is not a Safer Gambling tool.
Accounts closed under self‑exclusion cannot be reopened until the exclusion period ends.
Data retention
Data retention and legal requirements
We are required to retain certain personal data for legal and regulatory purposes, including GDPR and Anti-Money Laundering (AML) obligations.
This means we cannot immediately delete or fully anonymise your data upon request.
Your information will be securely retained and deleted once the applicable retention period has passed.
How long we keep your data
Retention periods depend on the type of account closure:
1. Account closure (no self-exclusion)
Data is retained for 7 years from your last transaction
This is in line with regulatory requirements
This does not prevent you from opening a new account in the future if you choose to do so
2. Self-exclusion
Data is retained for the full self-exclusion period
Plus an additional 7 years after it ends
Example:
If a customer is self-excluded for 5 years, their data will be kept for a total of 12 years (5 years + 7 years).
Your data rights
We only keep your personal data for as long as necessary
Your data is stored securely in line with our Privacy Notice
You can request a copy of your data at any time
You can also request corrections to any inaccurate information
Data sharing and privacy
We may share your data with BVGroup companies
We work with trusted service providers (e.g. payment processors)
This is only to help deliver our services safely and securely
We do not sell your personal data to third parties