UK customers
What happens if your account becomes Dormant?
1. If your balance is £0
Your account will be restricted.
No fees will be charged.
2. If your account has money in it
We will try to contact you (using the details on your account).
We will also try to return your balance to your last used payment method (if possible).
If you still do not use your account within 30 days after we contact you, we may begin charging a Dormant Account Administration Fee of £5 per month.
Marketing messages
If your account is Dormant, you may still receive marketing (if you are opted in). You can log in at any time to change your marketing preferences.
After 5 years of inactivity
If your account remains Dormant for 5 years from your last transaction, your account will be anonymised and any remaining balance will be moved for internal accounting purposes. You can still request your funds at any time, and we will guide you on how to get them back.
Exceptions
We may not return your balance if other sections of our Terms require us to hold funds (e.g., for security or verification reasons) or if the amount is below the minimum withdrawal limit. You can see the min and max withdrawal information here.
Ireland and Canada customers
When does your account become Dormant?
Your account may become dormant if you don't use it for 396 consecutive days. This means you do not:
deposit
withdraw
place a sports bet
place a casino wager
purchase a bingo ticket
Even if you log in during that period but do not perform any of the actions above, your account would still be considered dormant.
What happens if your account becomes Dormant?
If your account has a balance, we will inform you in writing that your account has become dormant.
How to reactivate your account
If your account has become dormant and you wish to reactivate it, you will need to contact us by email at [email protected].
Should you reactivate your account to only access your outstanding balance and no longer plan on using it, we recommend that you close it immediately afterwards.
Marketing messages
While your account is dormant, you may continue to receive marketing correspondence should your marketing preferences be opted in. Should you wish not to receive marketing, you will need to contact us by email at [email protected].
After 5 years of inactivity
If your account is dormant for 5 years from your last transaction, we will donate your funds to charity. Your account will be anonymised and any balance on your account will be donated to the GambleAware charity or any other registered charity of our choice which is dedicated to research, education and treatment of problem gambling related issues.
Before we donate any of your funds to charity, we will contact you at least 30 days beforehand to:
remind you in a clear and transparent manner of the size of your balance;
advise you that you still have a right to access the funds by contacting us within the 30-day period; and
warn you that your account will be anonymised in accordance with our Privacy Notice if you do not reply to us or access your account, and that your funds will be donated to a charity.
Exceptions
The exception to the return of any outstanding funds and prior notification of our intentions is in the event that other clauses of our terms and conditions permit us to withhold payment and/or in accordance with the Minimum Withdrawals Amounts per section 12.3 of these terms.
Opening a new account
This doesn't mean that you cannot hold a new account with us. You can register a new account with us at any time, even if your previous account has been closed as dormant after 5 years.