FAQ
Why should I sign up?
Ivy Casino offers a premium, community-driven experience for UK players. With a handpicked selection of incredible online slots and casino games, personalised customer service, and a luxurious design, it’s the perfect choice for those seeking sophistication and excitement.
If you want more than just gameplay – an elite and tailored casino experience – Ivy Casino is the place to be.
How do I sign up?
Creating an account with us is quick and simple. To join Ivy Casino, click on the “Join” button at the top of any page on our site and follow the on-screen prompts.
What do I do if I have forgotten my password?
Should you need to reset your password, simply follow these steps:
On our sign-in page, click on ‘Forgot Password?’ and enter your email address.
After doing so, check the registered email account for an email from us containing your password reset link.
Click the reset link and complete the steps shown on-screen to reset your password.
If you cannot remember the email address registered with your account, please contact us via our support email or live chat.
How do I change my password?
Should you need to change your current password, please follow these simple steps:
Click on the ‘Account’ button after logging in.
In the ‘My Account’ window, press the settings icon, then press ‘Change Password’.
Once you are on this page, please enter your current password, followed by your new password. Finally, click the ‘Change Password’ button at the bottom to confirm the change.
Why can’t I sign up?
If you are receiving a pop-up message when attempting to sign up, please view the following situations to see if any apply to you:
Firstly, please check if you have an existing account with us, as we run a “one account per person” policy and cannot accept duplicate accounts connecting to the same casino or accounts created using someone else’s details.
Next, check if you have an active self-exclusion or time out at a different casino within our network (Betable). If you do, you will have to wait for it to expire first and then contact our friendly customer support team.
Terms and conditions violation – Betable reserves the right to refuse to open any account. We also hold the right to close any accounts that we consider to be duplicated brand accounts. Please visit our terms and conditions for more information.
If none of the above apply to you, get in touch with our support team via the support email or live chat for further guidance.
Why can’t I log in?
If you are unable to log in, a message will appear. It might state that this is due to your email or password being incorrect, if so, please ensure all details are entered correctly. If you need to reset your password, you can do so by pressing the ‘Forgot Password?’ button and following the outlined steps.
If the message says your account is restricted, please contact our friendly support team via our support email or live chat, who will be able to help.
I have had an account in the past, can I create a new one?
We can only allow one account per person; this means you cannot create a new account if you have created one with this casino in the past. If you are unable to log in to your account, please contact our friendly support team by sending an email to [email protected] or via live chat.
How do I add funds to my Ivy Casino account?
After logging into your Ivy Casino account, you can make a deposit by pressing the ‘Account’ button. From here, pressing ‘Deposit’ will take you to the payments page, where you can select your preferred payment method and select the amount you wish to add to your account. After that, it is simply a case of following the steps on-screen to complete the transaction.
You can also access this page by clicking the ‘Deposit’ button directly.
How do I withdraw my winnings?
To request a withdrawal from your Ivy Casino account, you simply need to press the ‘Account’ button after logging in. Once in the ‘My Account’ section, press the ‘Withdraw’ button and follow the steps outlined in this section to complete the request. We will then process the request and, once confirmed, send your funds to you using your preferred payment method.
How long do Ivy Casino withdrawals take?
The length of the withdrawal process can vary depending on the amount you are trying to withdraw from your Ivy Casino account. That being said, our average withdrawal time is under 4 hours and more than half of withdrawals are processed instantly.
How do I add/remove a new payment method?
To add a new payment method, click the ‘Deposit’ button after logging into your Ivy Casino account. You will then be taken to the ‘Deposit’ page, where you can select from a number of payment methods to make a deposit, including Debit Card, Bank Transfer, Google Pay, Pay By Mobile, and more.
This page can also be accessed from the ‘My Account’ page.
To comply with regulations, payment methods can only be removed under certain circumstances. If you would like to have a payment method removed, contact our support team via email or live chat.
Why is my deposit not showing in my account?
In some instances, your deposit may take some time to reflect on your cash balance, depending on who you bank with. If you believe your funds should have arrived by now, please contact us, and we will investigate it for you.
We may also need to ask you for a screenshot or PDF version of your deposit method’s statement showing the details of your deposit so we can look into it more quickly for you.
Where can I find bonuses?
All of our promotional bonuses can be found on our site’s ‘Promotions’ page, which you can access by clicking here.
Players can also find their current bonuses on the ‘My Account’ page, which displays their current progress towards completing wagering requirements and more.
What information do you request?
We may require our players to provide some ID, such as a passport, driver’s licence or other recognised government-issued document. For further information regarding Verification, please see section 5 of our Terms and Conditions, which you can find here.
However, in some cases, we may also need to ask for a bit more background information, which could include conversations around your account activity as well as discussion as to your source of account funding and specific areas of safer gambling. In some instances, we may ask for documentation to ensure your level of spending on gambling activity is not unaffordable.
Are my account details and information safe?
All of our players’ data, including account details and information, is handled in complete confidence by specially trained teams and in line with our Terms and Conditions and Privacy Policy. Our policy goes into detail about how we keep your data secure, and how you can raise a complaint or a query in relation to your account security.
We use a variety of physical and technical measures to keep your personal data safe and prevent unauthorised access to, use of, or disclosure of it. We follow industry-wide best practices to keep your account and information safe by using the strictest processes to ensure that your details are stored securely, and we have implemented strict data protection and storage policies which meet UK and EU standards. In addition to this, our specially trained teams undertake data protection and information security training.
Your password is not visible to anyone, including internal staff and should not be disclosed. If you feel that your information has been compromised, please change your password and inform our customer support team as soon as possible.
Why do I have to provide documents?
All regulated operators have an obligation to carry out these checks, no matter where the customer is based, for multiple reasons, including to ensure it is the correct person using the account, protect our customers from fraud or being linked to illegal activities, and to comply with Laws and Regulations in the regions that Ivy Casino operates.
If we ask you to upload documents, you are not being singled out or suspected of anything – you have just triggered an automatic process.
Will I be able to play while my documents are being processed?
This will depend on the documents requested; if you are unable to access your account, this may be why. For more information, please contact support via our support email or live chat.
I have provided documents in the past, why have I been asked for documents again?
We will not require the same documents from you twice. The documents you have provided previously may not have been acceptable, or we may require different documents. Please refer to the email request you have received, which should state what documentation we still require from you. If you require further help, please contact our friendly support team via our support email or live chat.
There may be occasions where we require enhanced documentation to comply with regulatory requirements, enhance a customer’s experience or prevent fraud.
Sometimes, we may ask you to provide additional information and documentation that shows you have sufficient funds to support your gambling activity. This request might include information such as your occupation and salary, supported by documentation such as a copy of your bank statement or payslip.
Although we may request employment details, we will not contact your employer as part of these checks.
Would other operators ask me this?
Yes, all betting and gaming operators licensed by the United Kingdom Gambling Commission (UKGC) have the same responsibility to conduct ‘Know Your Customer’ checks. Further information from the UKGC can be found here.
Where can I learn more about the requirements?
We would be happy to provide you with any additional information that you require; simply contact our customer service team for help. Alternatively, you can familiarise yourself with the requirements via the Gambling Commission’s website here.
How do I opt out of marketing messages?
You can change your marketing preferences at any time by following these simple steps. After logging in to your account, click the ‘Account’ button, then press the settings icon to access ‘Account Settings’. From here, you can view the ‘Communication Preferences’ section, where you can toggle Email and SMS messages on/off.
How do I close my account?
You can request to close your account at any time by contacting our support team via email or using the live chat feature.
How do I reopen my account?
Players can reopen their account by getting in touch with our support team via email or using live chat.
How can I contact you if I have further questions?
If you have any further questions, you can contact us via email ([email protected]) or via our live chat function. Visit the ‘Contact Us’ section by clicking here.
What are your live chat opening hours?
Our live chat is available 24/7, so you can get in touch with us any time you need.
How can I make a complaint?
If you have any issues with the service you have received with us, please contact our support team via email or using live chat.
What is your complaints process?
We aim to resolve any complaints as soon as possible and notify you of all updates. However, if your complaint cannot be resolved, we work with a Gambling Commission-approved Alternative Dispute Resolution (ADR) service called IBAS, which can offer a second opinion. You can see full details of our Complaints Policy in Section 25 of our Terms and Conditions.