My account appears to be locked, how do I unlock it?

An account can be locked for a variety of reasons. Do not be alarmed. We can help!

Did you win $2,500.01 (or more) just before being locked?

If so, congratulations! We need to pause activity while your win is validated and other necessary processing occurs. This is only a temporary lock; you should be able to enjoy using again soon – in most cases, a few hours or less. We appreciate your patience. Enjoy your winnings!

Did you input your password incorrectly three times?

If so, simply click the chat icon in the bottom right corner of the screen. Once Player Support verifies that we are communicating with the account holder, the account can be unlocked. To avoid encountering this issue in the future, use the "Forgot Password" link before making a third attempt. We will send you an email allowing you to reset your password. 

During a password reset, did you get your security questions wrong three times?

Player Support can help with that, but we will still need the correct answers to your security questions. If you have forgotten the answers, we will need to take other steps to verify your identity before unlocking the account.


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