Every brand operates in a list of countries. When the country registered on your account is outside that list, the site replaces navigation with a notice and explains how to reach the team.
Step by step
- When you sign in, the site checks your account situation.
- If a restriction exists, you are taken to the screen for that reason.
- Read the notice: it names the reason and carries a way out.
- For a country restriction, the button leads to support.
- If the site could not read your situation, use retry on that screen.
Important points
The country restriction looks at the country stored on your registration. Changing networks, travelling or using another internet provider does not change that field and does not change the decision.
When creating the account, the site may suggest a country based on where you are connecting from. That is only a form suggestion; when it does not match an accepted country, the form falls back to the brand default.
An account that has not reported a country is not restricted for that reason. It may be restricted for another one, or for none.
The check only happens when there is a list to compare against. An empty list means the reason simply does not apply.
Both situations open your account notice, with different texts. What changes is the reason and the way out.
When the age check came back negative, the notice is a different one and the button leads to the responsible gaming material, not to support.
The number shown in the notice comes from the rule of the country the brand operates in, not from each person's country.
It does not expire on its own and has no end date. A pause or a self exclusion, on the other hand, can be temporary and shows how long it lasts.
That screen shows up when the site could not check your situation. It tries again, and once it succeeds it takes you to the right screen: the reason notice, if a restriction exists, or the normal site, if none does.
Common problems
Check the country on your profile. The decision uses the registration, so a trip should change nothing; if something changed, the reason is probably another one and the notice itself names it.
The field on your registration may differ from what you expect, with an old country or none at all. Open a ticket so support can check the registration.
The country enters the registration when you complete your profile. After that, correcting it goes through support, because it changes the basis of an access decision.
Tap retry; if it continues, the failure is in reading the situation, not in your account. Open a ticket saying what time it happened.
No. A restriction limits use, it does not erase your account. Support is still reachable from the notice itself.
You were probably not signed in there yet. A country restriction belongs to the account, so it comes back as soon as you sign in.
Yes, when more than one situation exists at the same time. The site names the strongest one first and shows the others once it stops applying.
See also
- Blocked, suspended or restricted accountUnderstand the blocked account, restricted access and active protection notices, and what to do about each.
- Completing your profile and giving your documentFill in your name, date of birth, document and phone to unlock withdrawals.
- Confirming your age to use the siteUnderstand the age check window and what happens with each answer.
- How to open a ticket and follow the answerTalk to the team through a ticket and follow every reply in your account.