Sign in uses a phone number or email plus a password, followed by a one-time verification code the first time you sign in on a new device.
02 · When the verification code never arrives
The most common reason a verification code does not arrive is a delay in the SMS or email gateway. Wait 60 seconds, then request a new code. If the second code also does not arrive, check that the phone number or email is entered correctly and that your phone has signal.
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Verification code delays are usually carrier or email-gateway delays. The 60-second wait is enough to rule out a transient issue; the second request with a network switch covers the rest. If both fail, support is the right next step.
Verification code delays are usually carrier or email-gateway delays. The 60-second wait is enough to rule out a transient issue; the second request with a network switch covers the rest. If both fail, support is the right next step.
If you still do not receive a code, contact Customer Care with your registered phone or email. They can reset the verification flow without affecting your account balance.
03 · Two-factor choices
The default two-factor is the one-time code to your registered phone or email. You can switch to an authenticator app (TOTP) in account settings; the authenticator app is the safer choice if your phone number changes occasionally.
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Two-factor choices are a personal preference. The one-time code is the default; an authenticator app is the safer choice if your phone number changes occasionally. Both are stronger than no two-factor, and both should be configured when the account is created.
Two-factor choices are a personal preference. The one-time code is the default; an authenticator app is the safer choice if your phone number changes occasionally. Both are stronger than no two-factor, and both should be configured when the account is created.
Do not turn off two-factor entirely. The platform does not currently offer that option, which is the right design choice.
04 · Password rules and resets
Passwords must be at least 8 characters and contain at least one number. Resets are initiated from the sign-in screen; the reset link is sent to your registered email and expires after 30 minutes.
Password resets are initiated from the sign-in screen. The reset link expires after 30 minutes. If the email does not arrive, check the spam folder and confirm the address on file. The reset link is sent only to the address on file; there is no phone-based reset.
Password resets are initiated from the sign-in screen. The reset link expires after 30 minutes. If the email does not arrive, check the spam folder and confirm the address on file. The reset link is sent only to the address on file; there is no phone-based reset.
If you do not receive a reset email, check your spam folder and confirm the email address on file. The reset link is sent only to the address on file.
05 · Recovering a locked account
An account may be locked for safety review after unusual activity, after a long period of inactivity, or at the request of the account holder. The recovery workflow requires identity verification and a documented explanation.
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An account lock is a safety measure, not a punishment. The recovery workflow requires identity verification and a documented explanation. The full safety flow is in Safety and Verification.
The recovery timeline is typically 24 to 72 hours. The full safety flow is in Safety and Verification.
06 · Managing active devices
You can see and revoke active device sessions from account settings. If you see a device you do not recognise, revoke its session and change your password.
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Device management is part of the safety flow. A reader who sees an unfamiliar device should revoke the session and change the password. Revoked sessions cannot reconnect without a fresh verification code.
Device management is part of the safety flow. A reader who sees an unfamiliar device should revoke the session and change the password. Revoked sessions cannot reconnect without a fresh verification code.
A revoked session cannot reconnect without a fresh verification code, which the legitimate account holder will receive and the attacker will not.
07 · Changing your registered phone or email
Phone or email changes require identity verification and a 24-hour cooling-off period. The cooling-off period is a safety feature that prevents rapid-fire account takeovers.
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Phone and email changes are protected by a 24-hour cooling-off period. The cooling-off period is a safety feature that prevents rapid-fire account takeovers. During the cooling-off, deposits are disabled.
Phone and email changes are protected by a 24-hour cooling-off period. The cooling-off period is a safety feature that prevents rapid-fire account takeovers. During the cooling-off, deposits are disabled.
During the cooling-off period, deposits are disabled. Withdrawals to the previously verified payment instrument are still allowed.
08 · Closing or deleting the account
Account closure is initiated from account settings. The closure is processed after a 7-day cooling-off period, during which you can cancel the closure.
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Account closure is initiated from account settings. The closure processes after a 7-day cooling-off period, during which you can cancel. A closed account cannot be reopened.
Account closure is initiated from account settings. The closure processes after a 7-day cooling-off period, during which you can cancel. A closed account cannot be reopened.
A closed account cannot be reopened. If you want a longer break without closing the account, self-exclusion is the right tool. The workflow is in Responsible Play.
Common questions
I never received my verification code. What do I do?
Wait 60 seconds and request a new code. If the second code also fails to arrive, switch networks and try once more. If it still fails, contact Customer Care.
Can I sign in on more than one device?
Yes. Each device requires its own first-time verification. You can manage active devices from account settings.
How do I close my account?
Go to account settings and choose Close Account. The closure processes after a 7-day cooling-off period.
This read is part of the brand-intent edition. Companion notes are Platform Reviews, Safety and Responsible Play.