Support
Contact Us
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Have a question? Get in touch using any of the below contact methods and speak to one of our friendly Customer Support team!
Our Customer Support team is available to help 24 hours a day, 7 days a week.
Email: customersupport@thegracemedia.com (remember to get in contact using the same email address you are registered with as we are unable to respond to emails from other addresses)
Telephone: 0161 669 9000
Live Chat: Click the Live Chat icon in the bottom right corner.
When getting in touch via Live Chat or Telephone, for security reasons please give your full name and the email address you use to log-in
Alternatively, check out our FAQ page for information on registration, payments, your account, bonuses and more!
If your question is about account verification or documents, you can find more information about this below.
Account Verification
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Why do I need to verify my account?
Simply put, to keep you safe! As part of our commitment to make sure you are Playing It Safe, we must ensure all our players are both aged 18 and over and spending an amount which is safe to do so. Account verification helps to prevent underage gambling, protect vulnerable players, and keep gambling crime free.
How can I verify my account?
You can verify your account by using either of the below methods:
- • Document Uploader: Log in to your account, click the profile icon and select Upload Documents. Alternatively, click the profile icon, then click My Profile and select Docs.
- • Email: Send an email to documents@thegracemedia.com with your documents attached.
What documentation do I need to upload/send?
Proof of Identity (one of the below):
- • National Identification card
- • Passport
- • Driving License
Proof of Address (one of the below):
- • Utility Bill (Gas, Electricity, Water, TV, Internet, Mobile)
Debit/Credit Card – if used (both of the below)
- • Front side of the card. The last 4 digits of the card must be visible. Cover the remaining digits of the card number
- • Back side of the card. Cover the CVV2 code.
- • Bank Statement showing your main source of income such as salary
Rest assured, this is routine and happens to all players! We are doing this purely to keep you safe and can assure you that your documents are kept completely confidential. If you have any questions about this, please feel free to reach out to our friendly Customer Support team.
Already sent in documents?
If you have a question about documents that you’ve already sent in to us, then please email us at customersupport@thegracemedia.com and we’ll get back to you as soon as possible.
Why have my documents been rejected?
We may contact you if we are unable to successfully verify your document.
To ensure your documents are verified as quickly as possible, please make sure all documents provided are:
- • Fully displayed, so all four corners can be seen
- • In date, so your Proof of Address is dated in the past 3 months
- • In a supported file format - either JPG, GIF, PDF, TIFF, BMP or PNG format, up to 10MB in size.
- • A clear image which can be easily read
I have already verified my account once, why do I need to send more documents?
We are required to do a number of checks under the terms of our gambling licence based on what customers spend and play on our site. This might include information such as your occupation and salary, supported by documents such as a copy of your bank statement or payslip.