Account Security & Fraud

Why do I need to confirm my identity before support can give me account information or make a change?

This is a standard security step used whenever an agent needs to share account-specific information or make a change to your account — it makes sure information is only given to the actual account holder. You won't need extra verification if you're contacting us from your account's registered email address, or if you're logged in when submitting a request through the website form. You'll be asked to confirm your registered email or username if you're not logged in, or if it's the first time you've shared that email in a live chat. Verification isn't needed for general questions, like how a public offer works or how LS Points work in general.

I don't remember my exact registered email or username — can you still help me?

Small typos are usually accepted without extra questions. If we can't confirm your identity from your registered email/username alone, we may ask one or two extra questions instead — for example, roughly when you created your account, whether you're part of a Staking team, whether you made a recent purchase, or roughly how many LS Points are on your account. Confirming even one of these is usually enough. If we still can't confirm your identity, we won't be able to share account-specific information, but we can still help with general questions.

Is it safe to send my password, card number, or a photo of my ID to support in chat or email?

We recommend you never share confidential information like this with anyone, including our support team — we will never ask you for your password, your CVV code, or a fully-visible card number, and this information is never required for support. If you've already sent something sensitive by email or chat, please contact support right away and change any shared password immediately — going forward, please avoid sending this kind of information again.

I think someone accessed my account without my permission — what happens?

If an account takeover is suspected, the account is typically suspended while it's investigated, and we (or the relevant operator) will reach out to verify your identity. Suspicious transactions may be reversed or reviewed where possible, and you'll be asked to reset your password and secure your account. Please contact our support team right away if you suspect this.

Why was my account restricted, or asked for extra verification, or my bonus/winnings removed?

This can happen for a few reasons: identity fraud concerns, payment/chargeback disputes, bonus abuse concerns (including via multiple accounts), or poker-specific concerns like suspected chip dumping or collusion. Depending on what's found, this can lead to a temporary suspension while reviewed, a request for more documentation, removal of bonuses/winnings, restriction from future promotions, or in serious/repeated cases, account closure. Please contact our support team — they can look into the specifics of your account.

My account seems restricted and I think you're investigating me — can you confirm that?

We're not able to confirm or deny whether an account is under any kind of investigation — this is a strict legal requirement across the industry, not us being unhelpful. What we can tell you is that additional verification requests, temporary restrictions, or delays are a normal, standard part of keeping the platform secure and compliant.

Updated on: 26/08/2026