Creating a new account
Registration steps
Select Sign up on the homepage.
Enter your personal details.
Confirm your preferences.
Complete the registration.
Note: Costs and charges
Opening and using your account is free. Some payment providers may apply their own fees.
Updating your account details
Updating your email address
To change the email linked to your account:
Email [email protected] from your registered email.
Confirm the new email address you would like to use.
If you no longer have access to your registered email
Contact us via the Message us page.
A team member will call you within 24–48 hours to verify your identity and complete the update.
Important: If you cannot access your registered email or phone number
For security reasons, we cannot update your details. You will need to open a new account using your current information.
Updating your phone number
To update your phone number on the account you will need to email in from your registered email address stating the old number registered and the new one you wish to add.
Communication preferences
Update marketing preferences / unsubscribe
Go to My Account.
Select Settings.
Tick or untick your preferred communication methods.
Select Save preferences.
Available options
Email
SMS
Product‑specific offers
How to unsubscribe
Untick the channels you no longer want and select Save preferences.
Account closure and reopening
How to close your account
Closure can only be completed through the iOS or Android app:
Go to My Account → Settings
Find Account closure request.
Press and hold Close account for 3 seconds.
Click OK to confirm.
Reopening your account
If you closed the account yourself, you may contact us via Message us to reopen it.
Important:
Closure is not a Safer Gambling tool.
Accounts closed under self‑exclusion cannot be reopened until the exclusion period ends.
Closing your account permanently
What happens if you request full deletion.
Important:
We cannot permanently delete or fully anonymise an account straight away.
Under GDPR and AML requirements, we must retain personal data for five years from your last transaction.
If you request the removal of your data, we will first close your account. The standard anonymisation process will then begin, and your information will be permanently deleted once the required five‑year retention period is complete.
Your personal data will not be kept longer than necessary and is stored securely in line with our privacy notice. You are entitled to request a copy of the data we hold about you and to have any inaccuracies corrected.
We may share your information with BVGroup companies and trusted service providers, such as payment processors, to support the secure delivery of our services.
It is not our policy to sell your information to any third party.
GDPR and data retention
We’re unable to delete your account immediately due to GDPR and Anti‑Money Laundering (AML) obligations. This means we must retain your personal data for 5 years from your last transaction.
You can still close your account at any time, but:
we cannot anonymise your information until the 5‑year retention period has passed, and
we do not offer permanent deletion on request, as data is only removed once legally permitted.
If you request data removal, we will:
close your account, and
start the standard anonymisation process,
after which your data will be deleted once the retention period ends.
Your information is stored securely, kept only for as long as necessary, and processed in line with our Privacy Notice. You may request:
a copy of your data, or
a correction if any information is inaccurate.
We only share your data with:
trusted BVGroup companies, and
approved service providers (such as payment processors)
when needed to support our services. We never sell your personal data.