Why is my account suspended?

There are a number of reasons for which we suspend accounts:

• You have added a debit card to your account that is not registered in your own name.
• Your personal details already exist on another account
• Information provided by you leads us to believe you are under the age of 18
• We have so far been unable to properly verify your identity
• You have tried to access our site from a country where gambling is prohibited
• We have concerns over activities on your account (you can read more about prohibited activities here)

How can I get back into my account?

In the majority of scenarios named above (see 'Why is my account suspended') you will be required to contact us to have your suspension resolved. You can do this by clicking the button below.

Please be aware that when you click this button, the page will reload at the top and it will take around 10 seconds for the chat to appear.

Suspended Chat

There are some exceptions though:

• Make sure to check all currently active e-mail addresses that you hold as we may have sent you an e-mail explaining why your account is suspended along with details of any additional information we may need and where to send it to.
•  If you are over the age of 18 and we have not been able to verify your account, then you will need to provide us further documentation. For more information on how to do this, visit our verification page here.
• If you have forgotten your username or PIN of your existing account, please click here for further details on how to retrieve the details.

Why do you need to verify who I am?

In order to fulfil our regulatory requirements, we use checks to ensure that you that your age and identity are verified. As a result, sometimes, we may need further documentation from you to meet these standards. If that is the case we will let you know when you log in, where you will receive a prompt and be directed to upload your documents via our document uploader.

If your account has been suspended although you have correctly entered your personal details, visit our article on Customer Verification to understand why and solve the issue.

You can send your documents to us digitally through several options on site:

• Our preferred method is via the document uploader. Once logged into your Sky Betting & Gaming account, select "My account" -> "My details" -> "Verification" and upload a photo or a scan of your documents. Our Customer Verification article outlines how to use the document uploader to submit multiple alternative documents.
• You can use our automated ID verification process by clicking the button below.

Please be aware that when you click this button, the page will reload at the top and it will take around 10 seconds for the chat to appear.

Verification Chat

At Sky Betting & Gaming, we take the security of our customers' data extremely seriously and any documents that you provide us with will be kept safe and secure at all times, in accordance with Data Protection Legislation.

What happens to any funds I may have deposited in my account when it is suspended?

If we have reasonable grounds to suspect that you have engaged in any Prohibited Activity, we may suspend your Account without notification, and your Account will remain suspended while we investigate the matter further. Your funds cannot be accessed or withdrawn during periods of suspension, and any balance will remain in the Account.

If the matter is resolved to our satisfaction, we will lift the Account suspension, and you will be allowed to use the funds in your account as normal. If the matter is not resolved to our satisfaction, we will restrict or permanently close your Account.

Any balance in your Account at the time of any closure by us will be paid back to you, except where:

• You have engaged in illegal activity
• We determine that you have participated in any Prohibited Activities.
• This is in accordance with our Terms & Conditions.

What happens to any bets I placed before my account was suspended?

Bets will continue to run while your account is suspended. If the result of the subsequent investigation into your suspension is that the matter is not resolved to our satisfaction we reserve the right to void all bets/cancel your winnings. If the matter is resolved satisfactorily then any winnings will be added to your balance for use.

This is in accordance with our Terms & Conditions.