Customer Support: FAQS

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FAQ Answers

Account Verification FAQs

As part of our standard compliance regulations, PowerPlay is required to ensure that all clients have valid proof of identification and residency on file.

We complete the verification process by validating your account information such as your name, address, date of birth, and other details. Depending on your chosen method of deposit, you might also be requested to provide supporting documentation. All documents can be emailed to support@powerplay.com.

If your account is not verified, we reserve the right to suspend wagering or restrict account options on any account until the required information is received.

If your account is suspended due to missing documents, you can still submit your documents for verification to support@powerplay.com or contact customer support for further assistance.

To verify your account, we need to have valid proofs of identification and residency on file. Any of the following valid government-issued documents may be used to verify your name and date of birth as they appear in your registered PowerPlay account:

  • Passport
  • Driver’s license
  • National ID card (front and back copy)

We will be able to accept any of the below documents as proof of your residential address. Kindly note that proof of address must have been issued within the last three months and must show your name and address as they appear in your registered PowerPlay account:

  • Utility / Telephone bill
  • Medical bill
  • Medical Insurance
  • Property receipt
  • Lease / Rental agreement
  • Bank Account Statement
  • Government documentation

Depending on your chosen method of deposit, you might also be requested to provide supporting documentation.


    For Credit Cards:
  • Photo ID: Passport, Driver's License or National Identity Card (this is required only once even if you use multiple cards)
  • Recent proof of address (issued within the last 3 months, containing your full name and address)
  • Front of your Credit/Debit Card (please cover the middle digits only showing the first 6 and last 4)
  • Back of your Credit/Debit Card (please cover the CVC code). Kindly note that the card needs to be signed
  • And/or Bank Statement

  • For Bank Accounts:
  • Photo ID: Passport, Driver's License or National Identity Card (this is required only once even if you use multiple cards)
  • Recent proof of address (issued within the last 3 months, containing your full name and address)
  • Bank Statement

The following documents can be sent as JPG, JPEG, PNG and PDF files:

  • Passport
  • Identity Card
  • Driving License

The following documents can be sent as JPG, JPEG, PNG and PDF files:

  • Utility Bill
  • Bank Statement
  • Credit Card
  • Voided Check
  • Other relevant documents

All submitted documents will be stored on a secure file server using industry-standard strong encryption.

The encrypted files are only accessible by authorized personnel in the relevant department using a specially designed and secured access mechanism.

The main reason Credit/Debit card information is requested is to protect the cardholder and PowerPlay from fraudulent transactions. The information is used only to verify the data provided during the transaction.

We complete the verification process by validating your Credit Card information such as front and back of your credit/debit card, ID and recent proof of address. All documents can be sent to our customer support department at support@powerplay.com

If your Credit Cards are not verified, you will not be allowed to make any withdrawals (with any payment method).

To verify your Credit Cards, the following information is required and must be received legibly:

  • Photo ID: Passport, Driver's License or National Identity Card (this is required only once even if you use multiple cards)
  • Recent proof of address issued within the last 3 months, containing your full name and address
  • Front of your Credit/Debit Card (please cover the middle digits only showing the first 6 and last 4). Please note if the middle digits are showing the attachment will be rejected.
  • Back of your Credit/Debit Card (please cover the CVC code) Kindly note that the card needs to be signed
  • And/or Bank Statement

All documents must be emailed to support@powerplay.com or you may contact our customer support department for further assistance.

For all documentation i.e. Passport, Identity Card, Driving License, Utility Bills, Bank Statements, Credit Cards, Voided Checks and other documents being send via our Live Chat feature, the file size limit is 25MB individually. Please note: when sending more than one document within a single email, the combined size of all the attachments together cannot be more than 25MB or your email may be rejected. We suggest you save your files in a format that sees them saved to a reasonable file size (e.g. 1Mb – 4 Mb per file)

You can either start a “live chat” session, by clicking on the chat button on www.powerplay.com or send an email to support@powerplay.com with your request.

If you are experiencing problems with email and you want to report it, please send an email to support@powerplay.com. Please include the following information:

  • The brand and version of the web browser you are using
  • What type of document you are trying to send (Photo ID, Utility Bill, etc.)
  • Any error message appears (please include a screenshot where possible)

Account Information

You must be at least eighteen (18) years old to open an account and play at PowerPlay. There are absolutely no exceptions to this rule. We reserve the right to request proof of age, perform checks to verify any information provided and refuse any application without further correspondence.

Each customer is allowed only one account. Duplicate accounts in the same name are not permitted and will be suspended.

By opening an account at PowerPlay you will automatically gain access to the Internet’s leading online sportsbook and award-winning casino without the need to register again. All funds credited to your account will be held in a single, virtual wallet which you can use anywhere within our casino and sportsbook.

Your email address will be your Client ID and your password will be of your own composition. When you complete the registration form you will automatically be logged into your account.

If you have misplaced, or cannot remember your PowerPlay account password, please select the "Forgot Password?" option on the site. This option is located on the Main page.

First, confirm your email address and then your Security Question answer. For your security, a new temporary password is created for your account. The temporary password is emailed to your registered email address. It may take up to 30 minutes to receive your temporary password email. If you do not receive the temporary password in your inbox, please check the “Spam” and “Trash” or “Junk” folders.

Once you have your temporary password, please return to the site and use your email address and temporary password to create a new, permanent password.

When setting a new password for your account, we encourage you to create a secure password. Your new password MUST:

  • Be within 8 to 10 characters long.
  • contain at least one alphabetic character.
  • contain at least one number (0-9).
  • contain at least one special character (e.g.!@#$%^&*() _) but no spaces.

  • We strongly recommend that your new password does NOT:
  • contain your first or last name.
  • contain the first part of your email address before @ symbol.
  • contain the answer to your security question.
  • be a previously used password.

If your current password is greater than 10 characters, please only enter the first 10 characters when prompted to enter your 'Current Password". When you enter your password, our security is also case sensitive, so please make sure you remember the case of each letter in your new password.

It is very important that you never share your password or leave your computer unattended when you are logged into your account.

To change your registered address or country of residence, you will need to go through our verification process.

For a change of country of residence, please make sure to check our list of restricted countries in our Terms & Conditions.

Evidence of identity must include your full name, residential address and date of birth.

Any of the following government-issued documents may be used to verify your name and date of birth as they appear in your registered account, conditional to it being a valid picture ID that has not expired:

  • Passport
  • Driver’s license
  • National ID card

  • We will be able to accept any of the following documents as proof of your *new* residential address:
  • Utility/Telephone bill (Mobile bills are not accepted)
  • Medical bill
  • Medical Insurance
  • Property receipt
  • Lease/Rental agreement
  • Bank Wire statement
  • Government documentation

All documents must have been issued within the last three months and must show your name and address as they appear in your registered account.

Please note: Customer emails are stored on a cloud, we do not store any of our customers' personal details in this cloud. We recommend that you send all personal documents via the methods specified in this email. Please send any questions to support@powerplay.com regarding this request.

Once approved, you will receive an email as confirmation.

You will have been prompted to provide a Personal Security Question and Answer during the Signup process. You can change this information at any time by logging in and going to My Account>Personal Details. If you cannot remember your Personal Security Question and/or Answer and cannot log in, please email Customer Supports at: support@powerplay.com

The “Account details” allow clients to independently update their phone number, security question and password. We recommend all clients use this feature to confirm their current account information and make changes, as necessary.

To use the feature, log into your account and select the My Account menu option and Account Details. You may change some or all the listed information by "clicking" the appropriate box(s) and then selecting "Edit Details". Edit your account details as required and select "Update Details". For changes in your registered email address please email us from the email address registered to your player account.

We do not offer internal customer account transfers.

For additional security, the period used for this feature is not published.

This feature is required by our licensing authorities and we are unable to adjust the functionality.

To change the registered email address of your account, please contact our Customer Support Center (support@powerplay.com) using the email address currently registered to your Powerplay account.

If you did not receive the email including the email address verification link, this tutorial will help you to solve this problem. Please follow the instructions below:

Spam, junk and trash folders:
If you did not receive the Activation Link in your inbox, please check the “Spam”, “Trash” or “Junk” folders.

Resend the email with the email address verification link:
If you did not receive the Activation Link in your inbox, and you have not found it in the “Spam”, “Trash” or “Junk” folders, please click here to request a new Activation Link.

Verify your email address:
Please make sure that you entered your email address correctly. If you think you might have misspelled your email address, please contact us.

Contact us:
If none of the above suggestions are of assistance, please let us know by contacting us at support@powerplay.com

If the activation link has expired, please click here to request a new activation link.

Enter your email address and you will receive a new activation link. The link expires 3 days from the time it was requested.

There are several reasons that you may be having trouble logging into your account.

  • New account not yet activated:
    • If you have a newly created account, you will need to activate your account by clicking on the activation link that was sent to the email address registered upon sign up. Please check your inbox. If you did not receive the activation link, please click here to request a new Activation Link.
  • Multiple failed login attempts:
    • If you have made multiple unsuccessful attempts to log in to your account, it may be suspended for your protection. Please contact our Customer Support Department to get instructions on how to unblock your account.
  • Additional compliance information required:
    • Your account may have been suspended because we need further documentation on your account to fulfill our Regulatory and International Financial Regulations. This is a standard procedure, please check the inbox of your registered email address, as you should have received an email with further instructions. Once the required documentation has been submitted and approved, your account will be reopened.
  • Technical Error:
    • If you suspect that you may be experiencing a technical issue with your login attempts, please take a screenshot of the error (whenever possible making sure that the error message and the URL is clearly visible in the screenshot) use the contact us/live chat feature on the website and we will be able to assist you individually.
  • Other
    • As there are several reasons an account may be suspended, we can only outline the most common reasons a customer would have an issue logging in. Please check the inbox of your registered email address, as you should have received an email with any additional details. If you are still unable to log in to your registered PowerPlay account, please contact us and we will be able to assist you with this issue.

By clicking on: “My Account” and selecting one of the menu options. There are a variety of reports available to review, both; wagering and non-wagering transactions.

“Deposit”:
Click here to make transfers into your PowerPlay account. Choose the amount you wish to deposit and the payment method of your preference.

How to Make a Deposit

“Withdraw”:
Click here and follow the easy steps on how to make your withdrawal. Please note: All withdrawal amounts will be refunded back to the originating account.

To review your pending and graded bets, please use the options “Open bets” displayed in the screen once you access your account. You may access the complete Review Account section by clicking on your “My Sports Account” or the “My Casino Account” menu option.

“My Sports Account” gives you a variety of options:

  • Cash Out”: These are bets that are eligible for cash out.
  • Open bets”: These are your pending bets.
  • Bet History”: History of all your placed bets.
  • Free Bets”: balance of the free bets and vouchers granted to our customers.

If you believe there is an error in your account, please contact our Customer Support Department with: your email address, the details showing on the “Open Bet” or “Bet History” page: the DESCRIPTION of the bet, the ID# of the bet and the Date/Time when it was placed.

To close or suspend your player account, please contact us with specific details and we will be more than happy to comply with your request. All requests to have accounts re-opened or unrestricted are reviewed for eligibility and shall be done after a cooling-off period of seven days following your request.

We realize that for some Customers gambling might become a serious problem and for such Customers we offer a self-exclusion option for a period from six months up to permanent exclusion, as per a Customer's request. If you wish to self-exclude, please contact Customer Supports specifying the period you wish to be self-excluded for. If you choose to contact Customer Supports, kindly note that it may take up to 24 hours to process your request.

If you choose to contact Customer Supports, kindly note that only upon a clear "self-exclusion" request will your account be suspended for the agreed time. Otherwise all accounts will be "closed" and can be reopened at any time upon a Customer's request. Please read through our Responsible Gaming guide for more information

PowerPlay gives you the option to place limits on the amount you would like to risk or lose and even Deposit.

Go to “My Account” and click on: “GAMBLING CONTROLS”, several options will appear; here you can create the limitations you desire.

  • DEPOSIT LIMITS:
    This feature gives you possibility to set a limit to what amount you allow yourself to deposit into your account and over what period; daily, weekly or monthly.
  • “CASINO LIMITS”:
    If you would like to limit the amount you can risk or lose for a set period.
  • "REALITY CHECK":
    This option is to remind you how long you have been/are playing casino games. For instance, if you set my Reality Check to 5 minutes, you will receive a pop-up message every 5 minutes. In addition, you will be disconnected from the game and you will need to access the games again if you want to continue playing.

After not using the account for any period, the account will remain accessible for the customer should he/she wish to return.

Customers may submit a formal complaint by forwarding an email or submitting a ticket via the Contact us page on the site using their registered email address.
Send an email to: support@powerplay.com
Submit a ticket at: www.powerplay.com

Customers must provide as much details as possible including the email address associated with the account, date, time and all available details relevant to the issue.

Once the complaint is received the following actions are taken:

  • Customer Support will review the issue to determine adherence to our Terms and Conditions or Policy rules.
  • An update or a recommend appropriate resolution will be provided within 72hrs of receiving the initial complaint
  • The resolution provided must be in compliance with our existing Terms and conditions
  • Customers not in agreement with the resolution offered are free to request the matter escalated to our Management team for further review
  • With any escalated issue Management team, will assess to determine an update or an appropriate resolution within 72hrs of the escalation period
  • The Customer Support Team will further communicate any additional assessment period as deemed reasonably necessary to complete the review
  • Any customer not in agreement with the final resolution as offered by the Managing Team is free to submit an Alternative Dispute Resolution form with Curacao Interactive Licensing (CIL)
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