Whatever your reason for stepping away, we have options to suit your needs — from a short break to a full indefinite closure. Here's everything you need to know.
Taking a break: self-exclusion
Self-exclusion lets you pause access to your account for a set period without closing it. When the time is up, your account is right where you left it.
You can set a self-exclusion of up to 180 days directly through your account settings:
Go to the Sustainable Gaming section of your account.
Under Self-exclusion, choose your desired duration and click Add limit.
Confirm your selection in the window that appears.
During the exclusion period, you can still log in to manage your profile, but you won't be able to use any of our services. Once active, the exclusion period cannot be changed or shortened.
Please note that self-exclusion applies to this brand only and does not extend to any of our other platforms.
This is our recommended option — your account stays intact and you can return straight away once the period ends.
Closing your account
If you'd like to step away for longer or stop using our services entirely, you can request an indefinite or temporary closure through our support team via chat or email. Let us know your preferred duration and, optionally, your reason for closing.
Once processed, your account will be deactivated and you'll be removed from marketing communications within 72 hours.
Returning to your account
All account closures can be requested to be reopened — though we can't guarantee every request will be approved.
Standard closures: Contact our support team via chat or email.
Closures following a terms and conditions review: Reply directly to the closure email you received — your request will be reviewed by our team.
If your account was closed following a terms and conditions review, please note that any remaining funds will have been confiscated in line with our Terms and Conditions and will not be returned.
Your data
For legal and regulatory reasons, accounts cannot be fully deleted from our system. Your data is kept securely and handled in line with our privacy obligations:
Standard retention: Your data is permanently deleted five years after account closure.
Extended retention: In rare cases required by law, this may extend to a maximum of ten years.
FAQs
What's the difference between self-exclusion and account closure?
Self-exclusion is a temporary pause — your account stays in place and reopens automatically when the period ends. Closure deactivates your account with no automatic reopening; you'd need to contact us to return.
Can I shorten my self-exclusion or closure period?
Self-exclusion periods cannot be changed once active. For closures, you're welcome to send a reopening request at any time, though approval isn't guaranteed.
What happens to my data after I close my account?
Your data is kept securely for up to five years (or up to ten in exceptional legal circumstances) before being permanently deleted.
Will I still receive marketing emails after closing my account?
No — you'll be removed from all marketing communications within 72 hours of your account being closed.