There are plenty of reasons to close a gambling account. You might be taking a break, switching to a different operator, or stepping away from gambling altogether. Whatever the reason, Heritage Casino makes it straightforward and never tries to talk you out of it. This page explains the options, the timeline and what happens to your money and personal data after you close down.
How do I close my Heritage Casino account?
The fastest route is live chat. Log in, open the chat window in the bottom right corner, and ask an agent to close your account. They will confirm your identity, ask you a single question about the reason for closure for our internal records, then process the request. Most closures complete in under five minutes and you will receive a confirmation email the moment it is done.
If you would rather close by email, send a request to support@heritagecasino.net from the address registered to your account. Include your username and ask for permanent closure. The team will reply within four hours during business hours and process the request as soon as your identity is confirmed. You can also close from inside your account settings under the responsible gambling menu.
What is the difference between closing and self-excluding?
A simple closure is the right choice if you are tidying up an account you no longer use. The account is deactivated, marketing emails stop, and you can reopen it at any point in the future by contacting support and going through a fresh verification. Closure does not stop you opening a new account immediately if you change your mind.
Self-exclusion is a stronger commitment for players who feel their gambling is becoming a problem. It locks the account for a fixed period of six months, one year, two years or five years, and prevents you opening a new account on Heritage Casino for the same duration. Australian players who want to extend the lockout across every licensed gambling site should also register with GamStop at gamstop.co.uk.
What happens to my balance and pending withdrawals?
Any cash balance in your account at the point of closure is returned to your original deposit method. Withdrawals already in process are honoured under the standard payout timelines: under an hour for e-wallets and crypto, 24 to 72 hours for cards and bank transfer. If your usual deposit method is no longer available, support will work with you to find a verified alternative such as a bank transfer to a personal account in your name.
Bonus balances and free spins are forfeited at closure, so if you want to clear an active bonus before closing the account, finish wagering it first. Loyalty points and coupon shop entries cannot be redeemed for cash and are written off when the account is shut down.
Will my data be deleted?
By law we are required to keep transaction records and verification documents for a minimum of five years from the closure date. After that retention window your personal data is securely deleted unless you have an open dispute or a regulatory hold. Marketing data is removed immediately on closure and you will be unsubscribed from all email and SMS lists straight away.
If you want a copy of your data before the retention window ends, you can submit a Subject Access Request to privacy@heritagecasino.net and our data team will respond inside 30 days as required under the Australian Privacy Act. Full details are available in our Privacy Policy.
Can I reopen my account later?
A simple closure can be reversed at any time by contacting support and completing a refreshed verification. Self-exclusion is binding for the full period you chose and cannot be lifted early, even at your own request. That is the whole point of the tool, and it is one of the most important safeguards on the platform.
Once the self-exclusion window ends, the account remains locked until you actively contact us to reopen it. We require a 24 hour cooling off period after reopening before you can deposit, which gives you space to consider whether you really want to start playing again.
Whatever you decide, please remember that support is here to help, not to gatekeep. If you are unsure whether you need a temporary break, a longer cool off or a full self-exclusion, an agent will walk you through the options without pressure. Take care of yourself first.
What should I do before I hit close?
A few small steps before closure will save time later. Make sure your verification documents on file are current, request any pending withdrawal so it processes on the standard timeline, and download a copy of your transaction history from the account statements page if you want a personal record. Once the account is closed, document retrieval still works but goes through a manual data request via the privacy team rather than a self-serve download.
If you hold a balance and your registered payment method has expired, contact support before closure so they can register a verified alternative in your name. Bank transfers to a personal account are always available as a backstop, and the team listed on our help and support page can walk you through the paperwork in a single chat session.
Is there a softer option than full closure?
Yes. A cooling-off period locks the account for 24 hours, seven days or 30 days without any of the longer-term consequences of self-exclusion. Marketing pauses for the same window, the account reopens automatically at the end, and you can extend the period from inside settings if you decide you need more space. It is a useful middle ground for players who want a real break without making a permanent decision.
If the reason for closure is a feeling that the balance is moving too fast, consider tightening your limits first. Drop your deposit cap to a quarter of its current value and set a reality check every 30 minutes. The responsible gambling page walks through every tool on the platform and how to combine them, and the same controls remain available if you later decide to close after all.
How are reopened accounts treated?
A reopened account is treated as a returning player rather than a brand new one. Loyalty tier is restored to the level you had at closure, transaction history is fully restored, and stored payment methods that are still valid can be reactivated in a single step. The 24 hour cooling-off period before the first deposit is non-negotiable. It is there to give you space to decide whether reopening was the right choice, and it is one of the strongest safeguards on the platform.