Kiwi's Treasure Close My Account

Decide what level of break you need

Before you close your account, think about whether a temporary measure might be a better fit. A 24-hour or 7-day time-out gives you a circuit-breaker without ending your account. A 6-month self-exclusion is more serious but reversible after the period ends. A full account closure is permanent and irreversible.

If your reason for closing is wellbeing-related, self-exclusion is usually the recommended path because the casino cannot reopen your account during the locked period, even if you ask. Account closure for other reasons (consolidation, switching operators) does not need self-exclusion.

Step 1 - withdraw any remaining balance

Before closing, withdraw any cash balance from your account. Bonus credit and free spins that have not been wagered cannot be withdrawn and will be forfeited on closure. If you have an active welcome bonus, decide whether to clear it or cancel it before closing.

Withdrawals require completed KYC. If you have not yet verified your identity, do that first to avoid any holdup at the cashier.

Step 2 - take a time-out (optional first step)

If you want a short break first, log in to your account, open the responsible gambling settings and select Time-Out. Choose a duration from 24 hours up to 6 weeks. Your account will be locked for that period and reopen automatically when the time ends.

You can extend a time-out before it ends, but you cannot end it early.

Step 3 - self-exclude (medium-term lock)

Open the responsible gambling settings and select Self-Exclusion. You will be asked to choose a period: 6 months, 12 months, 5 years or permanent. Self-exclusion takes effect immediately and cannot be reversed within the chosen period.

While self-excluded, the casino must refuse any attempt to register a new account in your name or open the existing one. Marketing emails will also stop within a few days.

Step 4 - close the account fully

If you simply want to close the account without self-exclusion, go to account settings and select Close Account. Confirm via the verification email the casino sends. The closure is processed within 24 to 48 hours. You will receive a final confirmation when the account is closed.

If you change your mind later, you may be able to reopen the account by contacting support, depending on our policy. Self-excluded accounts cannot be reopened during the lock period.

Marketing emails

Closing an account or self-excluding stops promotional emails within 5 business days. If you continue receiving marketing after that period, contact support and they will manually remove your details from the marketing database.

Data retention after closure

The casino is legally required to keep records of your account, transactions and KYC documents for a period set by their licensing jurisdiction, typically 5 to 7 years. This applies even after the account is closed. The data is held for compliance and auditing purposes only and is not used for marketing.

Where to get help if closure is wellbeing-related

If gambling has stopped feeling like fun, please reach out to a confidential gambling helpline. Calls are free, confidential and available 24 hours a day. Our Get Help page lists the major international support services together with the tools built into your account.

Closing an account is a positive step, and you do not need to do it alone.

What happens to data linked to closed accounts

Closure does not delete every record of your account. Identity documents, transaction logs and self-exclusion records are retained on segregated, access-controlled systems for the period required by the licensing regulator. The data is used only for compliance audits and is never used for marketing.

If you want to know what data is held about you, you can submit a data subject access request through the email address listed in our privacy policy. We respond within 20 working days. You can also ask for inaccurate information to be corrected, although core records like identity documents and KYC checks cannot be deleted while regulatory retention applies.

Practical steps after closure

Once the account is closed, take a few minutes to remove the temptation to come back. Delete any saved payment methods from the device. Unsubscribe from any third-party gambling content that may pull you back in. If you have used Gamban, BetBlocker or a bank-level gambling block during a previous self-exclusion, leave it switched on for a few months after closure as well.

If the closure was wellbeing-related, share what you have done with someone you trust. Telling a partner, friend or family member that the account is closed creates accountability and gives you a person to call when the temptation to reopen flares up.

If you change your mind

Standard closure can usually be reversed by contacting support, subject to a short cooling-off period. Self-exclusion cannot be reversed within the chosen period under any circumstances, by design. If you are weighing the choice, the Responsible Gaming page covers when each option is the right fit and how the in-account tools work in practice.

NZ-specific support during a break

While your account is closed or self-excluded, the Gambling Helpline NZ on 0800 654 655 is open 24 hours a day for free, confidential support. Counsellors take calls from anyone affected, including whanau and friends, and the service has dedicated Maori and Pasifika lines as well. PGF Services and Salvation Army Oasis run free face-to-face counselling across the North and South Islands and accept self-referrals.

If you have a partner or family member who relies on the same household budget, looping them into the closure is a small step that pays off in the long run. Sharing the decision creates accountability, makes a relapse less likely, and gives you a person to call when the temptation to reopen the account flares up.