Before you close
Before initiating a closure, withdraw any remaining balance to your verified bank account. A closure request with an unsettled balance is delayed while the platform processes the withdrawal. The withdrawal timeline is typically 24–72 hours depending on the rail.
If you have an active deposit cap or session timer, the closure cancels those settings automatically. There is no need to clear them separately.
How to request a closure
Every licensed operator publishes a closure flow in the wallet or the responsible-play screen. The flow typically asks for:
- A written reason for the closure (optional but recommended)
- A confirmation that you have withdrawn the remaining balance
- A self-exclusion window (six months, twelve months, or permanent)
Submit the closure request through the platform's official channel (in-app flow, email, or customer care). Keep the closure confirmation email or the case ID — you will need it if you later want to verify the closure.
Data deletion and retention
The platform is required to delete your personal data within 30 days of the closure, except where retention is required by law (KYC records are typically retained for five years; financial transaction records for seven years). The platform sends a data-deletion confirmation email when the deletion completes.
If you do not receive the data-deletion confirmation within 30 days, escalate to the platform's grievance officer with your closure case ID.
Reopening a closed account
A closed account can be reopened after the self-exclusion window expires (six or twelve months). A permanent closure cannot be reopened. The platform sends a reminder email before the exclusion window expires; you can choose to reopen or to extend the exclusion.
Alternatives to closure
If you want a break but not a permanent closure, consider a self-exclusion for six or twelve months. The exclusion blocks deposit, play, and login for the window but preserves your account history and balance. When the exclusion expires, the account is restored.
If you are worried about your play but unsure about a full closure, the desk recommends a self-exclusion window as the first step. You can convert the exclusion into a permanent closure at any time.
Closure questions, answered
How long does closure take?
The closure request is processed within 24 hours. Data deletion completes within 30 days. The desk recommends keeping the closure case ID for at least 90 days.
What happens to my KYC documents?
KYC records are retained for five years per regulator requirements. After five years, the platform deletes the records automatically.
Can I close my account during an active session?
Yes, but the platform will log you out and may delay the closure until the session's financial transactions are settled.
What if I change my mind after closing?
If the closure is a self-exclusion, the account is restored after the window expires. If the closure is permanent, the account cannot be reopened.
Where can I get help with the closure?
The customer care page walks through the closure flow and the escalation path if the platform does not respond.