I've lost access to my 2FA device — what should I do?

Step 1: Try your backup codes

When you set up 2FA, you were given a set of backup codes. These are single-use codes that can be used in place of your authenticator app. If you saved them, use one to log in.

Step 2: Contact support

If you no longer have your backup codes, contact our support team via live chat or email at [email protected]. To verify your identity without 2FA, we'll need to confirm:

• Your registered email address
• Recent account activity (deposits, withdrawals, bets placed)
• Your verified identity documents (if your account is already verified)

Step 3: Account recovery process

Our support team will guide you through a manual account recovery process. This may involve additional identity checks to ensure we're restoring access to the right person. The process can take 24–48 hours.

After recovery

Once you're back in your account, we recommend immediately setting up 2FA on your new device and saving your backup codes in a secure location — ideally somewhere offline.

Note: To protect our players, we cannot restore account access instantly in cases where 2FA has been lost. The review process exists to ensure someone else can't lock you out of your own account and then request access.