Why has my account been closed?
If your account has been closed unexpectedly, please check whether you have received an email from us concerning your account details. In most situations you will have been contacted to explain why your account is closed. Often a closure is temporary, so we'll be happy to investigate it further.
My account has been closed as I need to verify my details. How do I do this?
As a licensed operator of real-money games we need to make sure the details on your account are correct in accordance with Know Your Customers (KYC) regulations. If these initial checks have failed, your account may be suspended.
Please click here for more information on verifying your account.
I closed an account with your sister site. Could this be why my account is closed?
The Gamesys Group is one of the leading UK online gaming businesses and operators behind Jackpotjoy.com, Starspins.com, MONOPOLYCasino.com, VirginGames.com, HeartBingo.co.uk, RainbowRichesCasino.com and SmoothBingo.co.uk.
If you have had a previous account that has been closed due to Responsible Gaming or Self Exclusion on any of these websites, any new accounts created may automatically be suspended. Please speak to our Customer Support Team for more information.
I’ve had an email from the Chat Team saying I have breached the terms. Is this why my account is closed?
Breaches of our Chat Content Standards (see section 17 of our Terms and Conditions) may result in an account being suspended without notice.
We may also suspend your account at any time without providing any reason should we conclude that you are (or your account is) involved in such activities or behaviours that may include, but is not limited to, the following:
A) You are connected to prohibited or suspicious acts
B) You have used the website in a fraudulent manner
C) You have used the website in an unfair manner having taken advantage of any Heart Bingo promotions, bonuses or prizes
D) You have charged back transactions or disputed deposits made into your account
E) You become bankrupt or are subject to any active insolvency orders
F) If you are subject to any criminal proceedings
G) If you fail to comply with the website's Terms and Conditions
For more information, please speak to our Customer Support Team.