I have forgotten my password. How can I get a new one?

You can request a new password by clicking the "Did you forget your password?" link under the Password box on the login page. Type your email address, click "Submit" and an email will be sent to you. Click on the "Reset Password" link inside that email and follow the instructions. Remember to check your junk or spam folder in case the reset password email doesn't appear. If you don't receive the email, or cannot login after resetting your password, kindly contact Customer Support.

How do I stop receiving SMS and/or emails?

You can unsubscribe from our promotions directly from your account. To do so, click "Edit" and by unticking "I allow contacts via SMS" and/or "I allow contacts via email" you will no longer receive our promotions sent by SMS and/or email.

You can also unsubscribe directly through our email. Just open an email from Bitdreams, scroll to the bottom of the message, and click “Unsubscribe".

Can I change my account's email address?

You cannot change the email address yourself. You must send a request to [email protected] from your new email address. Be sure to include either your user ID or the “old” email address, and attach a copy of the front and back of your ID, and we will update the email address for you.

Can I have more than one account with Bitdreams?

No, this is against our Terms and Conditions. If you for some reason cannot log in to your account, or you are unsure if you have an account with us, please contact Customer Support either by live chat or email [email protected].

When and how do I verify my account?

When documents are required, you will be notified by email or by an on site pop-up, depending on the type of verification.

You can send us documents directly via our document uploader. Simply log in to your account and go to "My account" and "Identity" page, where you will find further information regarding the required documents.

If you are having any difficulties uploading your documents via the uploader, you can alternatively send them to us by email at [email protected]

What documents does Bitdreams need?

Most commonly, we ask for the following:

- ID card/Passport/Birth certificate where all four corners need to be visible as well as front and back of the document.

- A utility bill no older than 6 months.

All four corners must be visible as well as the details in terms of the issuer, you as a receiver, and the date issued. The utility bill cannot be older than 6 months. To comply with Responsible gaming regulations, Anti-money laundering regulations, and to make sure your gambling is both safe and fun, we may also need the following:

1. A copy of your latest payslip

2. A bank statement that shows the following details:

- Account number.
- The bank logo and/or name.
- In- and outgoing transactions on your bank account from 3-6 months back from the present. (The bank statement can be downloaded as a PDF from your online bank. If you don't know how to download you bank statement as a PDF, please contact your bank for further guidance.)

In addition to the payslip and bank statement we may also request any of the following*:

- Gaming winnings
- Bank statement showing withdrawals
- Dividends or profits from a private company
- Sale of property
- Copy of sales contract
- Inheritance
- Copy of will
- Sale of company
- Copy of sales contract
- Bank statement showing proceeds
- Sale of assets
- Copy of sales contract
- Investments
- Proof of investments
- Divorce or separation
- Settlement or decision
- Retirement income
- Bank statement with evidence
- Any other documents which prove the source of income

*Depending on the origin of the funds used for playing, if any other than your salary. During the verification process, withdrawals will stay pending. Any pending withdrawals will then be processed when the verification is finalized.

I changed my password but can't log in?

If you have reset your password but still don't manage to log in, your account might be locked due to many failed login attempts. In this case, please contact our support team via email or via live chat between 09:00 - 00:00 CET and we will help to unlock your account.

How do I open my account when it is closed?

In order to get the best/most effective time off from playing, it's best to stay away from gambling during your chosen time period. However, if you wish to open your account before that period has come to an end, your account may be reopened via a request to our Support Team.

When it comes to the time-out option, you also have the possibility to wait until your chosen time-out has elapsed, after which your account will be reopened automatically.

Can I open another account when self-excluded?

At Bitdreams you are only permitted to create one account per person. Creating another account while you are self-excluded is strictly forbidden.