Most players who open a ThrillCoins account stick around for years, but life changes and there are plenty of valid reasons to step away. Maybe you have moved to a region where the platform is not available, maybe you want to consolidate accounts, or maybe play just is not as fun as it used to be. Whatever the reason, closing the account should be quick, clear and free of dark patterns. The process below is the official path. There is no hidden retention offer, no friction-by-design and no obligation to explain yourself beyond a single reason code that helps us improve the product.
Your account is locked immediately. A confirmation email lands in your inbox within five minutes. If you do not see it, check the spam folder and add support@thrillcoins.net to your safe sender list before reaching out, because some Canadian ISPs are particularly aggressive with the spam filters on confirmation messages.
Any remaining Sweepstakes Coins above the minimum redemption threshold of SC 25 are automatically processed as a final redemption to your verified payment method. Sweepstakes Coins below the threshold expire thirty days after closure unless you contact support to consolidate them into a final transfer, which we are happy to do at no charge. Gold Coins have no cash value and are simply removed from the account record. Open bonuses, free spins and pending leaderboard positions are voided on closure with no compensation, so it is worth finishing any active tournament before you close.
Yes, within twelve months of closure email support@thrillcoins.net from the address linked to the account. We will reactivate your account with your username, VIP tier and full play history intact. After twelve months the data is anonymised in line with our data retention policy and you will need to register from scratch. A reopened account inherits the same KYC status it had at closure, so if you were previously verified you can request redemptions immediately without re-uploading documents.
If you are closing your account because play has stopped feeling fun, self-exclusion is the stronger option. Self-exclusion blocks new accounts being opened from the same details for the period you choose, while a simple closure does not. ThrillCoins offers self-exclusion windows of thirty days, six months, one year, five years or permanent. During the exclusion period you are removed from every marketing list, blocked from creating a new account with the same email, IP address, device fingerprint or government-issued ID, and any attempt to reopen the account is automatically declined. The choice of length is yours and there is no minimum. Set self-exclusion from the Responsible Gaming page or by emailing support, which is the path we recommend if there is even a small voice telling you a clean break would help.
If you only want a short break, a cooling-off period is often a better fit than a full closure. Cooling-off windows of twenty four hours, seven days and thirty days are available with one click from the Responsible Gaming menu. During a cooling-off period the account is suspended, you cannot place a bet or buy a coin package, but your balance, VIP progress and bonuses are preserved exactly as they were. When the window ends the account reopens automatically. This is the right tool if you want to step back during a stressful week, after a big loss or simply to test how it feels to not play for a while before committing to a longer exclusion.
Account data is retained for seven years after closure as required by Canadian and US anti-money-laundering rules, then permanently anonymised. KYC documents are retained only for the minimum legal period and securely destroyed afterwards. You can request a copy of all data held on the account at any time during the retention period, free of charge, by emailing the privacy team. The full retention schedule is published in the Privacy Policy.
Coin packages purchased within the previous thirty days are still eligible for our standard refund window if the package has not been substantially played through. If you initiate a chargeback through your bank instead of contacting support first, the account is automatically frozen until the chargeback is resolved, which can take up to ninety days through the card network. The faster path in almost every case is to email support before raising a dispute, and the support team has full authority to issue a refund on the spot for any genuine issue. Closure with an unresolved chargeback in flight is held until the dispute closes, after which it processes normally.
If the closure flow does not work for any reason, support is on live chat twenty four hours a day, seven days a week, and an account closure request submitted by email is honoured within one business day. Email support@thrillcoins.net with the subject line "Close my account" and we will action it directly without any retention pitch. The same channel handles reopening requests, balance consolidation questions and data deletion requests. If you would prefer to speak to someone outside ThrillCoins, free and confidential help is available from ConnexOntario on 1-866-531-2600 across Canada or the National Council on Problem Gambling on 1-800-522-4700 across the United States.
