If this is the case, you will have to contact our customer service team. We will assist you the best we can.
Account restoration is evaluated on a case-by-case basis.
Please prepare the following information as proof of ownership of the account:
- The username and domain of the account you are trying to retrieve
- Proof of purchase of a VIP membership or a Top-up/Diamond package. Ideally the receipt should be from the most recent purchase. Our staff may request additional information at our discretion.
- Please be advised that we may reject requests for account restoration if the necessary documentation is not available. You can read more about the reasons behind that here.
If you need further assistance you can contact us here.