FAQ

Forgotten my password?

Due to security reasons, we cannot store and save our customers passwords, but should you need to reset your password this is a quick fix. Simply follow these steps:

On our sign in page, click on “forgot password” followed by entering your email address
After doing so, check the registered email account for an email from us containing your temporary password and login

Finally, after logging with your temporary password, please change this to something more secure and memorable for you!

If you cannot remember the email address registered with your account, please contact us via our support form or live chat.

Changing my password?

Should you need to change your current password, please follow these simple steps:

Click on my account icon
My profile >Change password
Once you are on this page, please enter your current password, followed by your new password and you are done!.

Why should I sign up?

We offer new and unique games! We are home to fantastic games that cannot be found anywhere else. Before playing our games for real money you need to register an account. Signing up is easy and completely free. Register here

How do I sign up?

Creating an account with us is free and easy! To join, from our main lobby click on the “sign up” button and simply follow the on-screen prompts

Why can’t I sign up?

If you are receiving a pop-up message when attempting to sign up, please view the following situations which may 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 (Grace Media). If you do, you will have to wait for it to expire first and then contact our friendly customer support team.
If you have 3 existing accounts within our network without making a deposit, we require for you to login to one of your existing accounts and deposit on one of these first before opening another account.
Terms and conditions violation – Grace Media 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

Why can’t I access my account?

Please check if you have entered your email address and password correctly when logging in. If you have forgotten your password, click here to reset it

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 here.

Why do I have to provide documents?

All regulated betting companies 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 The Grace Media 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.

I have provided documents in the past, why have I been asked for documents again?

We will not require the same documents from yourself twice. The documents you have provided previously may not have been acceptable, or we may require different documents from yourself. 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 form 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. In these cases, enhanced documentation will be requested as soon as we need you to provide additional documents.

On some occasions, for example, after a large win, we may request additional documentation to set up a bank transfer if this form of payment is preferable by the customer.

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.

We will always let you know what information or documentation we require as part of know your customer processes. Click here to find out more about ‘know your customer’ processes.

Will I be able to play whilst my documents are being processed?

This will depend on the documents requested and if you are unable to access your account, this may be why. For more information, please contact support via our support form, SMS or live chat.

What information we request?

We may just need to ask you to provide some ID, such as a passport, driver’s licence or other recognised government issued document. For further information regarding Verification, please see here.

However, in some cases we may need to ask for a bit more background information, which could include conversations around your account activity and include discussion as to your source of account funding and specific areas of safer gambling. In some instances, we may ask for documentation to support you have sufficient funds to support your gambling activity.

How safe is my information?

The information and documentation you provide to us will not be shared with any other 3rd party. As always, your data will be handled in complete confidence, by specially trained teams and in line with our terms and conditions and privacy policy.

Any personal data we process will be treated with the utmost care and security. We use a variety of physical and technical measures to keep your personal data safe and prevent unauthorised access to or use or disclosure of it. Electronic data and databases are stored on secure computer systems with control over access to information using both physical and electronic means. Our specially trained teams undertake data protection and information security training. We also have detailed security and data protection policies which all staff are required to follow when they handle your personal data.

Should you have any questions about what type of documents you need to submit, we are there to help and guide you through the process.

Would other operators ask me this?

Yes, all betting and gaming operators licensed by the Gambling Commission of Great Britain have the same responsibility to conduct Know Your Customer checks. Further information from the GB Gambling Commission 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 a member of our Customer Service team for be help. Alternatively, you can familiarise yourself with the requirements via the Gambling Commission’s website here.

How can I contact you if I have further questions?

If you have any questions regarding this process, you can contact us via our support form, SMS or live chat.

Why can’t I login?

If you are unable to login, a message will appear saying if this is due to your password being incorrect, if so, please reset your password. If the message says your account is restricted, please contact our friendly support team who will be able to to help via our support form or live chat.

I have forgotten my password.

You can reset your password using the forgot password option on the login page and then following the onscreen prompts.

What are your live chat opening hours?

We are available 7 days a week 08:00am – 04:00am GMT 365 days a year.

Are my account details safe?

Yes, you can find out about how we use your personal data, as well as what we need from you and why, in our Privacy Policy. Our policy also 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. 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 let Customer Support know as soon as possible.

We follow industry-wide best practice to keep your account 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.

How do I opt out of marketing messages?

As we care deeply about your rights under the Data Protection Act, we will never send you promotional marketing emails unless you ask to receive them. You can ask to receive email notifications about these great offers when joining the site, or at any time by checking the box in your account settings to ‘opt-in’.

How do I close my account?

You can unsubscribe from marketing at any time by unchecking the box in your account settings to ‘opt out’.

How do I reopen my account?

That is great, we would love to have you back! Please contact our support team via live chat, SMS or email and we can help with this.

What is your complaints process?

We will aim to resolve any complaints as soon as possible internally 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 eCOGRA who can offer a second opinion. You can see full details of our Complaints Policy in Section 12 of our Terms and Conditions

How can I make a complaint?

If you are dissatisfied with the service you have received, or have an issue you need help in resolving, please contact our customer Support team in the first instance who will do everything they can to resolve your query for you. You can contact our team by submitting your query via our contact us form and select “complaints” from the drop down.

You can also contact our support team 24/7 on our Live Chat feature.

How to add/remove a new payment method?

If you are looking to add a new payment method, select the ‘Add method’ option and deposit a minimum of £10 to register this as your new payment method. Once deposited, this will also register as your new withdrawal method. A new method can only be added if you have a low balance under the minimum deposit and no pending withdrawals
Removing a payment method

To comply with regulations payment methods can only be removed under certain circumstances. If you would like a payment method removed, please contact our payments team who will be able to assist.

Deposit not showing on account?

In some instances, your deposit will 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 dig into it more quickly for you.