Disable Account Request

Article Title

Disable Account Request

Category

Account Changes

General Information

Players may request to have their account disabled at any time.

    Important:

• Only the account holder can request account changes
• Accounts can be re-enabled later, unless disabled for responsible gaming or fraud-related reasons

Purpose / Objective

To guide agents through properly verifying, handling, and processing a player’s request to disable their account.

Scenario / Use Case

A player requests to:

• Disable their account
• Close their account
• Stop using the service

Step-by-Step Instructions

1. Verify Player Identity

• Confirm player’s account details before proceeding

2. Ask for Reason

• Ask why the player wants to disable their account

• If the player uses responsible gaming language:

• Follow applicable Problem Gambling protocol

• If another reason is provided:

• Offer assistance to resolve the issue
• Attempt to improve their experience before proceeding

• If player requests full removal of information:

• Follow the Request to Remove Information protocol

3. Address Account Balance (If Applicable)

If player has a balance, provide options:

• Play remaining balance before closing

• Withdraw funds:

• Submit withdrawal request
• Upload required documentation

• If deposit not played on:

• Follow Refund Request process

• If deposit played on:

• Follow Compliance Withdrawal Request process

• If player does NOT want funds:

• Notify them in writing of the remaining balance
• Send “Disable Account with Balance” email

4. Check for Future Draws

• Review account for active future draws

• If present, advise:

• "Disabling the account may delay winnings processing from any winnings from future draws"

5. Disable the Account

• Update account status in backend:

• Change from Enabled → Disabled

• Select reason:

• Use “Other” (unless otherwise specified)

• Save changes

6. Advise Player

• Inform them:

• Account can be re-enabled later (if eligible)
• Provide closing assistance

Additional Information / Tips

• Always attempt to retain the player before disabling
• Be empathetic and solution-focused
• Ensure all balances and draws are addressed before closure
• Use written confirmation if balance remains
• Double-check for any required escalations

Variations / Related Questions Phrased Differently

• “I want to close my account”
• “Can you deactivate my account?”
• “I don’t want to use my account anymore”
• “How do I disable my account?”

Common Issues / Troubleshooting

• Issue: Player has remaining balance

• Provide withdrawal or usage options

• Issue: Player has future draws

• Advise delay in winnings processing

• Issue: Player unable to self-resolve concern

• Offer support before disabling

• Issue: Responsible gaming concern identified

• Follow Problem Gambling protocol immediately

Case Logging

• Owner: Customer Support / Support
• Category: Account Changes
• Subcategory: Close Account Request
• Subject: Close Account Request
• Resolve: Yes

Case Logging Examples

• Player requested account closure. Verified identity, offered assistance, player declined. Account disabled.
• Player requested account closure due to issue. Attempted resolution, player declined. Disabled account, no balance remaining.
• Player requested closure with remaining balance. Provided options, submitted refund/withdrawal guidance, then disabled account.
• Player requested full data removal. Advised process and disabled account.