It’s the nightmare scenario. You’ve registered with PointsBet Sportsbook and are looking forward to taking advantage of its innovative PointsBetting and live same-game parlay wagering options. But then disaster strikes – you have a suspended account. This can be extremely annoying, but we’re here to help.
Originally hailing from Australia, PointsBet Sportsbook is arguably the most exciting and innovative betting site in the US. The platform enjoys brand partnerships with the NBA and NBC Sports, offering first-time customers two risk-free bets up to $2,000. Bettors in Arizona, New Jersey, Iowa, Indiana, Illinois, Colorado, Louisiana, Maryland, Michigan, Pennsylvania, New York, and Kansas can register and place bets, with more to follow.
PointsBet Sportsbook has caused immense excitement since its 2018 US launch. It holds the edge over competitors with a unique PointsBetting mechanic rewarding correct predictions with bigger payouts. On the other hand, incorrect bets are punished with larger losses. The operator also offers advanced features like live same-game parlay betting and live streaming across several global markets.
Having your account locked with such a high-quality operator is distressing, to say the least. Don’t panic, as there are easy fixes for the simplest problems. Alternatively, US bettors have several other exceptional options if they cannot log in or bet with PointsBet indefinitely.
Your account can be suspended for various reasons. These can include erroneous personal information, suspicious betting patterns, geolocation complications, and repeated login attempts. In some cases, you’ll be able to fix an account restriction. We’ll walk you through some of the techniques on this page, but be aware you may not be able to fix the problem.
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Possible Reasons for Suspended PointsBet Account
A locked sportsbook profile is one of the most annoying things bettors can experience, especially in the run-up to landmark sporting events or the beginning of a season. If you have trouble logging into your account or find an “Account Locked or Restricted” message, you’ll need to take steps to understand why your PointsBet profile has been restricted.
Bettors with a locked account cannot place stakes, withdraw funds, or make deposits. In most cases, you won’t even be able to login and take advantage of live-streaming.
PointsBet has extremely clear guidelines on its website under “Terms & Conditions” and “Online Sportsbook House Rules”. These are designed to comply with legal regulations from bodies such as the New Jersey Division of Gaming Enforcement and the Pennsylvania Gaming Control Board.
Bettors that break any of these rules will experience account suspension. This is outlined in the t&cs:
“PointsBet reserves the right to suspend the Account and/or close the Account without prior notification to the Member and, as necessary, report this action to any relevant gaming regulatory body and law enforcement.”
Occasionally, your profile may be mistakenly locked or due to an easily fixable problem. In other cases, things can be more serious. We’ll explore several common reasons behind your suspended PointsBet account below:
#1 Accessing from an Excluded State or Using a VPN
PointsBet Sportsbook is legal in Indiana, Iowa, Kansas, Michigan, Maryland, New Jersey, Colorado, Illinois, West Virginia, and New York. Bettors or casino enthusiasts in other states must look for alternatives, as the platform will detect any gambling activity from locations outside their licenses.
Some people use VPNs in an attempt to circumvent these guidelines and trick the system. If you are found to do so, PointsBet will immediately suspend your account. In extreme cases your profile may be entirely terminated.
As per the t&cs, this will be the case “if you avoid, bypass, deceive, cheat, disable or otherwise circumvent or attempt to do any of the forgoing including the use any third-party mechanisms (such as VPNs) in order to bypass the geolocation requirements”.
#2 Unusual Betting Patterns
All US sportsbooks must vigilantly check for scammers and cheaters. PointsBet Sportsbook regularly monitors your betting behavior to check for suspicious betting patterns or account activity. Generally speaking, the algorithms are quite good at picking up genuine fraudsters, but once in a blue moon, you may be called up for an investigation by accident.
The operator states:
‘’PointsBet reviews Accounts to monitor any activity that it might consider unusual. If unusual or irregular betting is discovered, PointsBet reserves the right to suspend an Account pending a full investigation, without notice.’’
Contact customer support if you believe you’ve been wrongfully accused of cheating or using unlawful betting schemes. Evidence will be required to prove your innocence, and you should have your account restored once this has cleared.
#3 Wrong Account Details or Expired Documents
All sports betting apps and online casino platforms will suspend your account if they detect incorrect personal details or expired documentation. PointsBet requires all of its customers to undergo Know Your Customer (KYC) verification. If this fails, members “will be unable to access their account and must contact customer support via live chat”.
A common factor behind failed KYC verification is out-of-date ID or old proof of address documents. Updating a few of these details is the first step to fixing your locked account. The PointsBet Sportsbook accounts teams generally review this information within 24 hours, so it shouldn’t take long to get your profile restored.
The operator suggests reaching out via email at ID@pointsbet.com if it takes longer. Check the rest of the “Failed Verification FAQs” for more potential fixes for your problem.
#4 Opening Several Accounts
Having more than one PointsBet Sportsbook account is against the rules. Creating more than one account directly conflicts with the operator’s guidelines for various reasons. Bettors with several accounts must use fake details to trick the platform, as it won’t let customers create multiple profiles under the same name and email address.
This is a serious issue, as it is effectively fraud. You will be banned if the PointsBet team finds you guilty of owning numerous accounts under fake names or impersonating other people. The terms and conditions outline this under “Member Obligations”:
“In the event that PointsBet discovers that an Account has been opened by someone other than the Member named on the account, PointsBet may request proof of payment method, personal identification and bank account information prior to permitting a withdrawal of the original funds and in its discretion, close the Account. Winnings may be forfeited if the Account holder opens the Account contrary to these Rules and Members may be reported to the state regulatory authority or to the state department of criminal investigations to review the matter.”
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#5 Wrong Login Attempts
PointsBet restricts accounts after multiple failed login attempts to keep its customers safe. State regulations require a 60-minute account suspension if you enter incorrect information three times. After this period has elapsed, you’ll be free to log in again. Just ensure you’re inputting the right details, or your account will be put on hold once again.
Got your eye on one of PointsBet’s signature live same-game parlay bets and don’t have 60 minutes to wait? Don’t worry. Go to the “Forgot Login Details” page to reset your password. This will grant you instant access to your profile so you can resume betting in no time at all.
#6 Requesting Illegitimate Chargebacks
Lying to your bank and requesting chargebacks from online gambling platforms with no genuine reason is illegal. The temptation can be there to get a refund on your bets, casino wagers, or deposits, but this can have serious consequences. Bettors with genuine grievances can contact PointsBet support for queries. The team will open an investigation before approving a chargeback if they agree with the claims.
Here is what the Australian operator has to say on the matter:
“Members agree and warrant that no chargebacks or other cancellation of deposits will be made relating to your Account without our consent. In the event of any of the foregoing occurring, you agree to indemnify us for any costs, claims, damages and expenses relating to or arising in connection with this, including any expense incurred by us in recovering such amounts.”
If your account is suspended due to chargebacks deemed unfair, there is next to no chance of unlocking it. In these cases, look for market-leading sportsbook and casino alternatives like FanDuel or BetMGM.
#7 Listed as a Prohibited Player
Bettors listed as prohibited players will have their accounts suspended at the very least. In extreme cases, they will be hit with a closed account. Things don’t usually get this serious, although bettors prohibited due to cheating or unlawful activity can easily be blacklisted from all legal US sportsbooks if the situation is significant enough.
More often than not, prohibited players result from self-exclusion for safety reasons. PointsBet has ample information on self-restriction programs in all the states it operates in. If you feel as though your gambling habit has spiraled out of control, using these help channels is the best way forward. Your account may be suspended temporarily while you get to grips with your addiction, but it will never be closed permanently.
Steps to Fix Your Locked or Suspended PointsBet Account
Try not to panic if your PointsBet account has been suspended. The betting platform has an exceptional attitude to customer service, with a 24/7 live chat service and reliable email options. Get in touch if you believe your profile has been wrongfully restricted. The team will generally get things opened up as soon as possible.
Simple problems like a locked account due to repeated login attempts can be fixed by yourself. Just reset your password via the “Forgot Login Details” section of the website. You should be able to continue betting within a couple of minutes.
Every so often, PointsBet members might be hit with more serious allegations of fraud or cheating. This will require an investigation to rectify, so gather any evidence that can swing the argument in your favor on hand. You should get your profile back once the analysis has been completed.
Will PointsBet Let You Register a New Account?
There are only a couple of options if your betting account has been locked. First, contact customer support to rectify the issue. If this doesn’t work, you will be unable to register for a new PointsBet account. All operators keep a close eye on restricted players and won’t let them create a new account with the same personal details.
But don’t worry, as there are plenty more fish in the sea. Sportsbooks like DraftKings, FanDuel, or BetRivers all combine generous welcome offers with in-depth sporting markets and comprehensive bet types. You’ll be able to access these platforms as long as you haven’t been blacklisted on a state level.
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PointsBet Account Restricted or Suspended FAQs
Can I shut down my PointsBet account?
Bettors can temporarily close their PointsBet account by using the “Deactivate Account” button in the My Account section of the website.
Can you have several PointsBet accounts under the same name?
No. PointsBet accounts are given on a strict one-per-person basis.
Why did PointsBet lock my account?
PointsBet can ban your account for various reasons. Simple things like failed login attempts or expired personal information are the most common.
How can I contact PointsBet customer support?
Contact PointsBet customer support via the live chat or email service@pointsbet.com.
How do I unlock my PointsBet account?
Generally speaking, you can unlock your PointsBet account via customer support. In some cases, you must go through an investigation first.