Royal Vegas Close My Account

Pick the right option for now

Cool-offs are short pauses from 24 hours to 6 weeks. The account stays open, marketing emails pause, deposits and play are blocked, and withdrawals continue normally.

Self-exclusion is a stronger commitment. Choose 6 months, 12 months or indefinite. The account is fully locked, marketing communications stop, and we'll prevent reopening before the period ends.

Full closure is for accounts you no longer want at all. The account ID can't be reused, although you can open a new account in future under the same name once any active self-exclusion has ended.

Step-by-step closure

First, withdraw any cleared real-money balance from the cashier. Bonus credit and any winnings still tied to wagering will be forfeited at closure.

Second, head to Account Settings, then Close My Account. Pick the closure type, choose a reason from the dropdown if you'd like to share, and confirm. The system processes cool-offs and self-exclusions immediately, and full closure within 24 hours.

Third, you'll get a confirmation email. Keep it for your records. The email confirms the closure type, the date, and the next available reopening date if applicable.

What happens to your balance and bonuses

Cleared real-money balance is yours to withdraw before, during or immediately after closure. Bonus funds, free spin winnings still under wagering, and unused free spins are forfeited at the moment of closure.

Pending withdrawals already in the queue continue to process normally even after closure. If a payment fails, our team will reach out via the email on file to arrange an alternative.

Reopening your account

Cool-offs end automatically on the chosen date and the account reopens with no action needed.

Self-exclusion of 6 or 12 months ends on the selected date but doesn't auto-reopen. You'll need to log in, confirm you've read the responsible-play guidance, and acknowledge the conversation before play resumes. Indefinite self-exclusion can be reviewed after a minimum of 12 months by contacting compliance@royallvegas.net.

Fully closed accounts can be reopened at our discretion within 30 days if there's no responsible-play reason against it. After 30 days you'll need to register a fresh account.

If you need to talk to someone

Live chat is open 24/7 if you'd rather close the account with a real person on the other end. The chat agent will not try to talk you out of the decision.

If gambling has stopped feeling like fun, the Gambling Helpline NZ on 0800 654 655 is free, confidential and round the clock.

Cool-off versus self-exclusion at a glance

Cool-off is for short, intentional breaks. The account stays open, marketing emails pause, deposits and play are blocked, withdrawals continue. The maximum length is 6 weeks.

Self-exclusion is for stronger commitments. Length runs from 6 months to indefinite. The account is fully locked and we'll prevent a fresh sign-up under your details for the duration.

If you're not sure which to pick, start with a 7-day cool-off. It's enough time to see how a week without play feels.

Reopening after exclusion or closure

Cool-offs end on the chosen date with no action needed and the account becomes immediately playable again. We deliberately don't send a marketing email to flag that your cool-off has ended.

Self-exclusions of 6 or 12 months end on the selected date but don't auto-reopen. Indefinite exclusions can be reviewed after a minimum of 12 months by emailing compliance@royallvegas.net.

Cross-operator self-exclusion

Self-excluding from Royal Vegas only locks your Royal Vegas account. the Gambling Helpline NZ on 0800 654 655 can give you a checklist of the major NZ-facing operators. Bank-level gambling blocks are also available through ANZ, ASB, BNZ, Kiwibank or Westpac.

What happens to loyalty points and tier status

Loyalty points convert to bonus credit at the published rate when you close, provided you do so before the next monthly tier reset. If you would prefer to cash them out as a final piece of real-money play, run the conversion in the Loyalty tab first and complete any wagering before triggering closure.

VIP tier status is preserved for 12 months after closure on cool-off and self-exclusion of up to a year. If you return inside that window the tier resumes as it was on the day you paused. After 12 months, tier status resets and a fresh promotion calendar begins on reactivation.

Outstanding free spin awards expire at closure and are not reinstated on return. Cashback under any active programme accrues up to the closure date and pays out on the next scheduled cashback day even if the account is paused by then.

Joint household concerns and account closure

If you share a household with someone whose play is causing concern, an account closure on the player's own initiative is always the strongest signal that something has shifted. Helpline counsellors are usually the right starting point because the conversation that leads to a voluntary closure is harder than the closure itself.

If you are not the account holder, you cannot close someone else's account on their behalf, but you can use the Affected Other form at support@royallvegas.net to raise a welfare concern. The team will look into account activity confidentially and may apply a temporary hold or initiate a welfare contact if the indicators warrant it.

If you have changed your mind during a cool-off

Cool-offs cannot be shortened once active. That friction is the entire point of the tool and we keep it deliberately impossible to override, even on a phone call to our most senior support staff. If the cool-off feels frustrating, the cool-off is doing exactly what it is for.

What you can do during a cool-off is process withdrawals, update KYC documents, and read responsible-gaming guidance so that the day the cool-off ends you have a clear plan for what comes next. Players who use the pause to set a tighter deposit cap before returning report substantially better outcomes than players who simply resume.

Reactivation after a long break

If you closed or self-excluded more than two years ago and would like to play again, reactivation begins with a fresh KYC verification because the documents on file have expired by then. The process takes minutes once you upload current ID and proof of address, and our compliance team will run a brief check-in conversation before play resumes if the previous closure was for responsible-play reasons.

Promotional history does not carry across a two-year gap. Returning players are eligible for the standard welcome offer again and a fresh loyalty journey begins on the first deposit.

Documentation and confirmation

Every cool-off or self-exclusion request generates an automatic confirmation email within five minutes of the request, with the start date, the end date and the scope written in plain language. Keep that email because it is the simplest proof of an active exclusion if you ever need to show it to a bank, a counsellor or a court.

If the confirmation does not arrive inside an hour, check the spam folder first and then contact live chat. The exclusion is active from the moment you click the confirm button regardless of whether the email lands in your inbox, so missing the email does not put the account back in play.

Annual responsible-play statements are available on request from compliance@royallvegas.net. The statement summarises every limit you set, every cool-off you took and every self-exclusion that ran on the account during the year. Players who use the statement as part of an annual review with a counsellor report it as one of the more useful records we provide.

What we do not do when you close an account

We do not contact you with a retention offer, a bonus or a survey designed to change your mind. Closure is a final answer and we treat it as one. The only outbound contact from us during an active exclusion is the closure confirmation, any required withdrawal notification, and the end-of-exclusion notice if and only if you chose a fixed-term exclusion that ends on a known date.

We do not share the fact of your closure with our partners, advertisers or any data broker. The closure is an account-level state that lives on our own systems and the data is handled under the same rules covered in the Royal Vegas Privacy Policy.