Frequently Asked Questions
Q. How do I create an account?
A. Registering an account with us is simple. Click Register Now or click "Join Now" at the top of this page. You will then need to fill in a short registration form to create an account, on successful registration you can play immediately. Please note we only accept one account per player - see section 4.6 in the Terms and Condtions for more details.
Q. I've forgotten my password, what do I do?
A. You can change your password by clicking the forgotten password link here or on the login form. If you have difficulties with this then email or live chat our customer support team.
Q. What are the Welcome Bonuses and Terms?
Q. My balance is bonus funds, when will this become cash?
A. If you have an active bonus your winnings will be paid into bonus funds until you reach your wagering requirement. Once you have met your wagering requirement (as per T&C) the bonus funds will become cash and can then be withdrawn. You can track your wagering contributions on your My Account within the Promotion History page.
Q. How do I cancel my bonus?
A. To cancel your bonus please visit your My Account and select the Promotion History tab. The bonus must be active in the status column and then you can click "cancel". You will be asked to confirm the cancellation by selecting yes cancel promotion.
Q. How do I cancel a withdrawal?
A. To cancel your withdrawal you need to go into your My Account and select the withdrawal tab. Here you select the pending withdrawal you wish to cancel, please click cancel. Your withdrawal will be cancelled immediately and the funds will be added to your available balance.
Q. Have you received my ID documents?
A. Our verifications team are working through all identification checks and will respond within 24 hours of receiving ID.
Q. How long does it take for a withdrawal to be processed?
A. You can request a withdrawal from your withdrawal tab within My Account, once this is pending our verification team will contact you if they need any information from you within 24 hours. All withdrawals are pending for 2 working days and will show as completed thereafter. Once a withdrawal shows as complete the funds will be in your account within 1-5 working days.
Q. How do I claim a bonus code I have received?
A. You can claim your bonus code by logging into your My Account and selecting the My Promotions tab, on the right hand side there is a box to enter your code and then you need to select submit. The terms and conditions will appear and you must press "Claim" or "Deposit" to activate the bonus.
Q. When will my instant bonus be applied to my account?
A. The instant bonus will be applied to your account straight away, if the bonus does not apply straight away you must contact live chat prior to staking any funds, once funds have been staked we can not add the bonus retrospectively.
Q. Why can I not play a game / access site / my screen has frozen?
A. This may be a temporary issue or this be an issue with your internet browser, we recommend you first try switching to another browser such as Google Chrome or Firefox, then we recommend you try to clear your cache and cookies. Click here for a guide on how to clear your cache and click here to download Google Chrome
Q. What is error codes 5089 and 5090?
A. 5089 error is displayed to players who already have an account on this site. 5090 error is displayed to players who have self excluded from one of the sites on the IP&S licence. Please click on the Gambling commission logo at the footer of any page to find full details of all sites operating on this licence.
Got a question? Our customer support team are always on hand to help. If you have any questions or comments, you can get in contact with us via Live Chat, email, or post.
Enquiries on Live Chat will be answered instantly between 8am and 12am. Just select 'Live Chat now' and a member of the support team will be happy to help.
Contact the 21.co.uk support team via email at firstname.lastname@example.org. All email enquiries will be answered within 24 hours.