Overview
If you see the message "User has been disabled. Please contact customer support," your account has been restricted by our Trust & Safety team. This is not a technical error — it means your account requires review before you can continue using the platform.
Why Accounts Get Disabled
Accounts are typically disabled for one of the following reasons:
Multiple accounts detected — Splash Sports allows one account per person. If our systems detect duplicate accounts tied to the same identity, one or both may be restricted.
Suspicious activity or fraud flags — Unusual login patterns, location inconsistencies, or behavior that triggers our automated monitoring systems.
Terms of Service violation — Activity that violates our Terms of Service, including abuse of promotions or contests.
Identity verification failure — If KYC (identity verification) could not be completed or a submission was flagged during review.
Responsible gaming or self-exclusion — If you previously requested a self-exclusion or cooling-off period, your account may be locked until that period expires.
Chargeback or payment dispute — An unresolved payment dispute may result in an account hold.
What to Do
Email support@splashsports.com from your registered account email address and include:
Your account email address
A brief description of what happened and when you first saw the message
Any relevant context (e.g., you recently traveled, share a device with a family member, had a verification in progress, etc.)
Our Trust & Safety team will review your account and respond as quickly as possible.
What to Expect
Most account reviews are completed within 1–3 business days. You'll receive a response to your registered email address once the review is complete. If your account is cleared, access will be restored automatically — no further action needed on your end.
What If I Disagree With the Decision?
If you believe your account was disabled in error, say so clearly in your email. Our team reviews all appeals and will explain the reason for the restriction. Providing additional context (such as proof of identity or travel) can help speed up the process.
Questions? Email support@splashsports.com.