Why is my account disabled or restricted?

Accounts can be disabled or restricted for several reasons including account security or for safeplay purposes.

• Have you changed address or mobile number and are being advised that your account has been disabled/restricted? Please click the live chat link below for assistance.
  
  
• Have you received a missed call from us within the last 48 hours and are wishing to discuss your account/account status? Please click the live chat link below to speak to an agent or arrange call back scheduled for a minimum of 72 hours.
  
  
• If you have missed a call from us and more than 48 hours have passed, then you will need to arrange a call back – please speak with CS agent here to arrange this – please be advised that call backs are scheduled for a minimum of 72 hours.
   
• Your account may be under review by an internal team. If you have not previously been advised of an account review – please speak to us for further information.
  
  
• Why is my account under review? If your account is disabled/restricted and you are aware of an account review, or have been asked to provide ID or other documentation and have provided this already – this process cannot be expedited
  
  
• Review times may vary by team and will take at least 3-7 days. The team completing the review will get in touch when the review begins. If you’re asked to submit documents, the review will take at least 21 days to complete. We thank you for your patience in this process.
  
  
• Please do check emails and/or for missed telephone calls as in many circumstances we may have contacted you if an account restriction has been applied.

Why is my account under review?

As a responsible gambling operator, we do have a duty of care for our players. There are times when we may need to complete a review of your account to ensure there is no financial or negative harm being caused. This is a standard process at tombola and not something you should worry about. Please allow the team time to contact you to discuss it further, this can take a minimum of 72 hours but is only a minimum timeframe and may take longer.