Account Closure
How to Close a Casino Account

Request a withdrawal of your full balance before initiating closure. While operators must return your funds even during closure, withdrawing first means you are in control of the timing and can confirm receipt.

• Use the same payment method you used to deposit; this is typically required by the operator's anti-money-laundering policies.
• Withdrawal processing times vary: e-wallets are often same-day; bank transfers can take 3-5 business days.
• Do not close the account until you have confirmed the funds have arrived in your bank or payment account.

If you have active bonus funds, check whether any portion is withdrawable. Most bonus balances are forfeited on account closure unless you have completed the wagering requirements.

• Bonus balances that have not met wagering requirements are generally not withdrawable and are cancelled at closure.
• If your real-money balance is separate from a bonus balance, only the real-money portion is returned.
• Contact support if you are unsure which portion is your real money versus bonus funds.

Save a copy of your account history before closure. This data may be harder to access after the account is closed, though operators are still obligated to provide it on request.

• Look for a transaction history export option in your account settings.
• If not available, take screenshots of key summary data: total deposits, total withdrawals, and net position.
• Your history may be useful for personal budgeting, tax records (if you had significant wins), or a future conversation with a counsellor.

On closure, marketing should stop automatically. To be safe, also unsubscribe directly from any recent promotional emails and remove your details from any preferences lists.

• iGO operators must stop all marketing contact upon closure; this is a regulatory requirement.
• If you continue to receive marketing after confirmed closure, this is a breach; report it to the AGCO.
• If you are closing the account for gambling harm reasons, consider also blocking the operator's website using a content filter.

Sign in using your regular credentials. You need active account access to initiate closure; you cannot close an account while suspended under a time-out at most operators.

• If you cannot log in because you have forgotten your password, use account recovery before proceeding.
• Complete the withdrawal steps above before moving to the closure request.

Look in your account settings for an option labelled "Close Account", "Deactivate Account", "Delete Account", or similar. It may also be under "Responsible Gambling" as a more serious protection option.

• Not all operators offer self-serve closure. If you cannot find the option, contact live chat or email support and explicitly state you want to permanently close your account.
• Be specific: say "I want to permanently close my account" rather than a general complaint. This triggers the formal closure process.

Operators may ask for a reason. If your reason is related to responsible gambling, say so clearly. This can trigger additional support options and also flags your account for welfare-related handling, which comes with additional protections.

• You are not obligated to give a reason, but doing so helps the operator improve and may prompt them to offer additional support resources.
• If you are closing for harm-related reasons, the operator may offer a time-out as an alternative; you can decline and proceed with closure.

Confirm your closure request. The operator should send you a confirmation email acknowledging the request. Keep this email as proof of the date you requested closure.

• If you do not receive confirmation within 24 hours, follow up via support.
• Under AGCO requirements, operators must process closure requests promptly.
• Some operators confirm closure in 1-2 business days; others take up to 10. If it exceeds 30 days without resolution, this can be escalated to the AGCO.

You are entitled to receive back all real-money funds in your account. Operators cannot withhold a real-money balance as a result of account closure. If your balance is not returned within a reasonable period, typically 10-14 business days, this is a breach you can report to the AGCO.

Closing an iGO-licensed account is free. Operators cannot charge an administration fee, inactivity fee, or processing charge as part of the closure process. If an operator attempts to deduct a fee, this is contrary to AGCO standards.

Upon requesting closure, all promotional communications must stop. The operator cannot continue sending you bonus offers, promotional emails, SMS messages, or push notifications. If marketing continues after confirmed closure, file a complaint with the AGCO and, if the communications are unsolicited, with the Canadian Anti-Spam Legislation (CASL) regulator.

After your account is closed, you retain the right to request your account history data under PIPEDA, Canada's federal privacy law. Submit a formal data access request to the operator. They must respond within 30 days and cannot charge you for providing your own data.

If an operator is not processing your closure promptly, is withholding funds, or is continuing to send marketing after closure, you can file a formal complaint with the AGCO at agco.ca or call 1-800-522-2876. The AGCO takes licence condition breaches seriously.