The Lucky Ones Close My Account page walks you through every option for stepping back, from a brief time out through to permanent closure. Pick the option that matches your situation and follow the steps below. If you would like help making the decision, the support team is available 24/7 and will not try to talk you out of it.
Closing or pausing an account is one of the most important controls a casino can offer, so we have made it deliberately simple. Every option below can be activated from inside your account, takes effect immediately, and is logged so you have a written record. Lucky Ones is strictly for players aged 20 and over.
Take a short break with a time out
A time out blocks access to your account for a chosen period from twenty four hours up to six weeks. Open your account settings, go to responsible gambling, choose time out, pick the duration and confirm. The block takes effect immediately and marketing emails stop at the same time. Time outs cannot be cancelled early - if you want flexibility, start with a shorter period and extend it later if needed.
Self exclude for six months or longer
Self exclusion is a longer block from six months up to permanent. The process is the same as a time out but the duration is longer and the cooling off period before you can play again is also longer. Marketing emails stop immediately, your account is hidden from the lobby and any active bonuses are paused. To return after the cooling off period, you contact the support team for a short verification conversation rather than simply logging back in.
Close your account permanently
To close your account permanently, contact support through live chat or email and request closure. Withdraw any remaining balance first using the methods listed on the payments page. Account closure is final, although you can request a new account in future subject to the standard verification process. The support team will confirm the closure in writing within one working day.
What happens to your bonuses and balance
Any active bonus is forfeited at the point of closure. Real money balances must be withdrawn before the closure request is processed; the support team will guide you through the available methods if your usual cashier option is not suitable. Free spins, loyalty points and Diamond Club status are also forfeited at closure and cannot be reinstated if you open a new account in future.
What happens to your data
After account closure, your account details are retained for the period required by gambling and financial regulations, which is typically several years. After that period the data is deleted in line with our privacy policy. You can request a copy of your data at any time before deletion. We do not sell player data and we do not share it with marketing partners after closure.
If a third party site has access to your data
If you have used Sign in with Google, Facebook or Apple to register, revoke the connection from the social account settings as well as closing your Lucky Ones account. If you saved cards in the cashier, the tokens are deleted at closure and the issuing bank no longer associates the card with Lucky Ones for future authorisations.
Help and support
If you are closing your account because of concerns about your gambling, please also visit the how to get help page or call Gambling Helpline NZ on 0800 654 655. Support is free, confidential and available around the clock. There is no obligation to take any specific next step, and you can call on behalf of someone else if you are worried about a friend or family member.
Reopening after a time out or self exclusion
After a time out expires, the account simply re-activates and you can log back in as normal. After a self exclusion, the support team will run a short verification conversation before the account is re-opened, focused on what has changed since the exclusion was set. There is no judgement and the conversation is not designed to talk you out of returning, only to confirm that the decision is considered and that the original concern has been addressed.
Frequently asked closure questions
Pending withdrawals are released and paid in line with the standard processing times before the account is closed. Reverse withdraw is disabled at the point of closure to prevent the funds being staked again in error. Loyalty status, free spins and pending bonuses are forfeited at closure and cannot be transferred to another account. Marketing communications stop within twenty four hours and your account stops appearing in the lobby on the same day.
Returning later if circumstances change
If you closed your account in good standing and would like to open a new one in future, contact the support team to begin the process. A new verification check will be required and any prior self exclusion period must have fully elapsed. Loyalty status, free spins and balances from the closed account cannot be transferred, but you are welcome to start fresh with the standard welcome flow available at the time.
If you change your mind during a time out
Time outs cannot be cancelled early by design, because the cooling off effect is the point. If your circumstances genuinely change and you need access to a remaining balance during the time out, contact the support team and they will arrange the withdrawal without re-opening the account for play. The block on play remains in place until the time out expires.