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How can I reopen my account?

Reopen your account by verifying identity, completing a brief RG check, and submitting a request. Review in ~36–48 hours.

Freddy avatar
Written by Freddy
Updated this week

Reopening restores access to an account you previously closed or that was restricted. For your safety, the platform verifies your identity and confirms you’re ready to return to play responsibly before reactivation.


Step-by-step: How to reopen your account

  1. Confirm eligibility

    • Any self-exclusion or time-out must have ended.

    • You’re prepared to play responsibly (limits recommended).

  2. Gather required details

    • Full name and date of birth

    • Registered email address (and phone, if requested)

    • Last deposit method (card/wallet/bank) if you remember it

  3. Submit your request

    • Contact Live Chat (24/7) or email support@wheelz.com

    • Subject (email): Account Reopen Request

    • Include your details and a clear statement that you wish to reopen

  4. Complete the responsible-gaming (RG) check
    You’ll answer short questions such as:

    • Why was the account closed?

    • Has gambling negatively affected you?

    • How long was your break?

    • Which limits (deposit/loss/session) would you like enabled?

  5. Verify identity (if asked)
    Upload clear, uncropped images of:

    • Photo ID (passport/ID/driver’s licence)

    • Proof of address (dated ≤ 3 months)

    • Payment method proof (masked card or bank/e-wallet screenshot in your name)

  6. Review & outcome

    • Typical review time: 36–48 hours after all info is received (sometimes ~24h).

    • You’ll get an email with the decision and next steps.

    • On approval, set or adjust Responsible Gaming limits before playing.


Important terms

  • Self-exclusion/time-out: Cannot be ended early; reactivation only after the set period expires.

  • Legal/regulatory blocks: Some jurisdictional blocks can’t be overridden by support.

  • Single-account policy: Do not create a new account; it can cause stricter action.

  • Accuracy matters: Mismatched personal or payment details may delay approval.

  • RG first: The platform may decline or defer reopening if risk indicators remain.


FAQs

Q: Can I reopen during an active self-exclusion?
A: No. You can request reopening only after the self-exclusion/time-out has fully expired.

Q: I forgot my last deposit method. What now?
A: Provide your name, DOB, registered email/phone, and any recent transaction info; support will advise alternatives.

Q: Will I need to redo KYC?
A: Possibly. A quick KYC refresh (ID, address, payment proof) may be required for security and compliance.

Q: How long does it take?
A: Most requests are reviewed in 36–48 hours once all info is received; simple cases can complete ~24h.

Q: Can I set limits when I return?
A: Yes—set deposit, loss, or session limits in My Account → Responsible Gaming (recommended).


Need help?

Include your full name, DOB, registered email, and “Account Reopen Request” for the fastest resolution.

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