If you have activated a self-exclusion, your account cannot be reopened immediately. There are two mandatory timeframes to fulfil: 3 months of exclusion and a 30-day cooling-off period. Your account will only be reactivated once both timeframes have been completed.
Mandatory Timeframes
| # | Timeframe | Description |
|---|---|---|
| 1 | Minimum exclusion period | Your account must remain excluded for a minimum of 3 months from the date of activation |
| 2 | Cooling-off period | After submitting a reactivation request, a mandatory 30-day cooling-off period always applies |
⚠️ Your account will only be reactivated once both timeframes have been completed — whichever ends last determines the reactivation date.
Practical Examples
Request submitted within the first 30 days of exclusion
- The 30-day cooling-off period ends before the mandatory 3 months
- ✅ Account reactivated at the end of the 3-month period
Request submitted between 30 days and 3 months of exclusion
- The 30-day cooling-off period ends after the mandatory 3 months
- ✅ Account reactivated 30 days after the request
Request submitted after the 3-month exclusion period
- The mandatory 3 months have already been fulfilled
- ✅ Account reactivated 30 days after the request
How to request reactivation:
Access the Contact Form at the bottom of this page.
Under Category, select Account Problems.
Under Topic, choose Account Reactivation.
In the Message field, write: "Request for reentry after self-exclusion" and include your Username, Date of Birth, and NIF.