Login · Access & recovery
Logging in, and keeping your account able to pay out
A locked account can't withdraw. Here's what actually causes that, and how to avoid it.
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username or email address, with optional 2FA if you've switched it on. Worth knowing: a lock freezes whatever balance is sitting in the account, real money included.
Forgot your password
Head to the login screen
Click through to password reset rather than guessing.
Give it your registered email
Enter your registered email address - the casino sends an email with reset instructions.
Follow the link
It lands in your inbox - set a new password from there.
Rule of thumb: Smokos support will never ask for your full password or a card PIN, not over 24/7 live chat, not over email.
What actually gets an account locked
- Not responding to a KYC-related contact attempt within 2 weeks of a withdrawal request
- Suspected fraud, collusion, or chargebacks
- Multiple accounts, including one per household (multi-accounting is treated as fraud)
- Using a VPN to mask location or identity
- Being enrolled in an external self-exclusion program
- Providing false or incomplete registration data
Generally requires completing/cooperating with the KYC process - the casino has final discretion on reinstatement.
That's different from self-exclusion, which you choose yourself rather than something that happens to you. If a lockout - or your own play - has you rattled, Gambling Help Online - 1800 858 858 / gamblinghelponline.org.au is there for Australians, independent of Smokos.
Questions people ask
What do I log in with?
Your username or email address. 2FA is optional - switch it on yourself in your profile.
I forgot my password. Now what?
Enter your registered email address - the casino sends an email with reset instructions. No support ticket needed.
If my account gets locked, can I still get my balance out?
Generally requires completing/cooperating with the KYC process - the casino has final discretion on reinstatement. For some triggers - like VPN use - winnings can be reclaimed rather than paid, so it's not a guaranteed safe hold in every case.