How do I close my SlotsGem account?
Account closure is handled from the "Settings" section of your profile, or by contacting support via live chat or email at support@slots-gem.co.uk. You can choose from three options: a temporary time-out, self-exclusion, or permanent closure. Before closure, your account balance is withdrawn using your most recently verified payment method. Any active bonuses are cancelled and only real-money funds are returned. Closure takes effect immediately after confirmation, and no marketing communications will be sent afterwards.
What is the difference between a time-out and permanent closure?
A time-out blocks access to your account for a chosen period of 24 hours, 7 days, 14 days or 30 days. During this time you cannot log in or receive marketing communications. The account reopens automatically at the end of the chosen period. Self-exclusion is longer and more restrictive: the minimum duration is 6 months, with no option to reopen early. Permanent closure is irreversible. The same account cannot be reopened, but you may create a new account after 12 months if you are not under self-exclusion.
What happens to my remaining balance?
Any real-money balance is returned to your most recently verified payment method, free of charge. Bonus balances, unused free spins and loyalty points are cancelled at the time of closure, in accordance with the terms and conditions. If a withdrawal to the original method is not technically possible (for example, an expired card), a bank transfer or cryptocurrency withdrawal may be offered following additional verification. The final withdrawal is processed within the same timeframes as standard withdrawals.
Can I reopen a closed account?
A time-out ends automatically on the scheduled date. Self-exclusion expires at the end of the chosen period and requires an explicit reactivation request, followed by a 24-hour reflection period. Permanent closure cannot be reversed, but you may create a new account after 12 months if no self-exclusion is in place. If you are unsure, contact support, who can suggest the most suitable time-out for your situation without committing you to permanent closure.
For any questions about closure, support is available 24/7 by live chat or email, as explained on our Help and Support page. Our team handles these requests with discretion and will not ask for justification or apply any commercial pressure. Your decision is respected and applied straight away.