My account is locked — how do I unlock it?
Most lockouts are 30-minute auto-cool-offs after failed login attempts. Permanent locks need manual review with ID.
Why accounts get locked
We have several auto-locks, plus rare manual locks:
| Trigger | Lock duration | |---------|---------------| | 5 failed login attempts | 30 min | | 10 failed login attempts in 24h | 24 hour | | Login from high-risk geo (e.g. Tor exit node) | until manual review | | Suspicious withdrawal pattern | until manual review | | Self-exclusion request | per the period you chose | | Suspected multi-account / fraud | indefinite, manual review |
Auto-lockouts (most common)
Just wait the cool-off period (30 min for 5-failure, 24 hr for 10-failure). The lock self-clears. Don't keep trying — each failed attempt resets the timer.
If you're sure you know your password, use Forgot password (recovery flow). Successful password reset clears the lockout immediately.
Manual locks
If your account is held for compliance review, you'll see a banner explaining why and what's needed (typically: KYC documents). Email [email protected] and our compliance team will tell you exactly what to provide.
Common manual lock causes:
- Duplicate-account flag — see one account rule
- Withdrawal address change without 2FA — proves identity required
- Geo-IP impossible-travel (logging in from Madrid, then Tokyo, then Madrid in 3 hours) — KYC + ID confirms you're you
- Bonus abuse pattern detected — review of game session logs
Account permanently closed
This is rare and reserved for:
- Confirmed multi-accounting after fair-warning conversations
- Chargeback abuse
- Money-laundering indicators (CTR/SAR-grade activity)
- Sanctions match (OFAC, EU, UK, UN sanctions)
Permanent closures release any legitimate (un-bonused) deposit balance to your verified withdrawal address. Bonus money and bonus-derived winnings are forfeited.
Recovery if you lost both password AND 2FA
Email [email protected] from your registered address with:
- Username
- Approximate dates and amounts of your last 3 deposits
- Selfie holding a paper note with today's date and "Cinoslots account recovery"
Manual verification: 24–48 hours for standard accounts, under 4 hours for VIP Gold+.
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I forgot my password — how do I recover access?
Click 'Forgot password' on login. We email a one-time secure reset link valid for 60 minutes.
What are 2FA backup codes and how do I use them?
8 single-use codes printed when you enable 2FA. Save them offline — they're your fallback if you lose your phone.
How do I see and revoke active sessions?
Profile → Security → Active sessions shows every device logged in. Sign out anything you don't recognize, then change your password.