Self-Exclusion Policy

1. What self-exclusion is

Self-exclusion is the strongest of the player-protection tools we offer. It locks you out of the platform for a defined period that you choose at the moment of activation. During that period you cannot log in, deposit, place a wager, claim a bonus, contact our marketing channels or receive any promotional communication. Pending withdrawals from the moment of activation are processed normally and any unconditional balance you hold is returned to a wallet under your control after standard AML checks.

Self-exclusion is not a temper tool. It is a structural safeguard for players who have decided that they need to put a hard barrier between themselves and the platform for a period long enough to break a developing pattern. Cooling-off (24 hours to 7 days) is available separately for short interruptions; see the Responsible Gaming Policy.

2. Available periods

You may choose any of the following periods at activation: one (1) month, six (6) months, twelve (12) months, five (5) years, or permanent. Once activated, the period cannot be shortened. Periods of one and six months expire automatically and your account reactivates at the end. Periods of twelve months and five years expire automatically but require a brief reactivation conversation with the Player Protection team before play resumes. A permanent exclusion never expires; the account is closed and a record is retained to prevent future re-registration in the same name and across known device fingerprints, payment instruments and contact details.

3. How to activate

Self-exclusion is activated from the "Limits" section of the profile page. You will be asked to confirm the chosen period, type a confirmation phrase, and click a single irreversible button. The activation is immediate and you are logged out within a few seconds. A confirmation email is sent to your registered address summarising the period and the support contacts available to you. The activation is then propagated to all marketing systems within twenty-four hours and you will receive no further promotional communication for the duration.

You may also activate self-exclusion by emailing [email protected] from your registered email address with the subject line "SELF-EXCLUDE" and the chosen period in the body. Email activations are processed by the Player Protection team within four business hours and the same exit and notification flow applies.

4. What changes immediately

The moment self-exclusion is activated: your sessions on every device are terminated; the account password is reset to a value not known to you; the account is removed from all promotional, transactional-marketing and behavioural-targeting audiences; your record is added to the Cinoslots cross-product exclusion register so that any future product we launch under the same operating company honours the exclusion; if you are part of an affiliate programme, any payouts owed to you continue to be paid out, but no new commissions accrue during the exclusion period.

5. What stays the same

Funds held in your account on the moment of activation are returned to a wallet under your control after the standard AML and verification checks; we will email you to request a destination address. Outstanding bonuses with wagering still attached are forfeited. Pending wagers that have been resolved (the round has ended) are credited as normal; pending wagers that have not resolved (an in-game free spin sequence, an in-progress live-table round) are resolved before the lockout completes. Loyalty status and historical wager records are retained for AML and accounting purposes. We will not delete your account record during the exclusion (because doing so would defeat the purpose) but you may request post-period erasure under the Privacy Policy.

6. Reactivation after a fixed-period exclusion

For periods of one and six months reactivation is automatic at expiry — you log in, the system prompts you to set a new password, and play resumes. For periods of twelve months and five years reactivation requires an outbound conversation with a Player Protection specialist. The conversation is private, non-judgemental, and focused on the protective measures (deposit limits, single-wager limits, reality checks) you wish to put in place. We will not reactivate an account where the conversation suggests that the underlying issue has not improved; in that case we will offer a fresh exclusion period and signpost external help.

7. Permanent exclusion

A permanent exclusion is exactly what it says: the account is closed and we will not reactivate it under any circumstances. Permanent exclusion is appropriate for players who have decided that gambling is no longer compatible with their life. The decision is logged on the cross-product register and shared with industry-wide self-exclusion schemes where you have given consent to do so (for example GamStop in the United Kingdom or Spelpaus in Sweden). We strongly recommend pairing a permanent exclusion with parental-control or self-blocker software (Gamban, BetBlocker, NetNanny) so that the exclusion is enforced across other operators as well.

8. Circumvention is prohibited

You must not attempt to bypass an active self-exclusion by registering a new account, by registering an account in a partner's or family member's name, by using a VPN to appear in a different country, or by changing payment instruments. Any such circumvention is a material breach of the Terms of Service. Where we detect circumvention we close the new account immediately, void any wagers placed on it, return only the original deposit (less any winnings paid out) after AML checks, and refer the matter for senior-management review.

9. Help during exclusion

You retain full access to [email protected] and to the Player Protection team for non-play matters: outstanding withdrawals, KYC issues, account-data requests, complaints. Marketing channels remain disabled for the duration. We will share, on request, a list of confidential external help-lines and treatment providers in your country; the most widely used are listed in the Responsible Gaming Policy.

10. Family-member or third-party requests

We accept requests from a player's spouse, parent, adult child or legal guardian to invoke a self-exclusion on the player's behalf where the requester provides reasonable evidence of the relationship and reasonable evidence of harm, and where the request is supported by either a copy of a court order, a letter from a registered medical or counselling professional, or a recorded statement from the player themselves. Third-party requests are reviewed by the Player Protection team within twenty-four hours and the player is informed of the outcome unless the request is accompanied by a court order to the contrary. The exclusion period applied in response to a third-party request is six (6) months minimum.

11. Contact

Self-exclusion activations: [email protected]. Player Protection team: [email protected]. Safeguarding: [email protected]. General support: [email protected].