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Casino Rewards Account Suspended, Closed or Self-Excluded

By James Burke · Checked Oct 20, 2026

This page explains what the casinos' own terms say about suspended, closed and self-excluded accounts at Casino Rewards member casinos. It quotes the terms rather than paraphrasing them. Every fact is from the casinos' own pages, checked Oct 20, 2026. It doesn't offer ways around a suspension, verification or self-exclusion, and there are none here.

Casino Action is run by operator Fresh Horizons Ltd., listed on the KGC permit-holder register (checked Oct 20, 2026); the casino's terms show Kahnawake Gaming Commission licence 00972 (Casino Action terms, checked Oct 20, 2026). It is not licensed by any Canadian provincial regulator.

Short answer

A casino can suspend or close an account under its terms, for example while registration details are being verified, when a player has more than one account, or after unauthorised use. To close your own account, you contact the casino's support centre. Cooling-off (24 hours to 6 weeks) and a 6-month self-exclusion are offered, and Casino Action says a self-exclusion can't be reversed once applied.

Why accounts get suspended

From the Casino Action terms (the Yukon Gold and Luxury Casino terms use the same wording; all checked Oct 20, 2026):

• Verification: "Accounts found to have incorrect or incomplete registration details may be suspended until the verification process has been completed."
• More than one account: "Players may only open and operate a single account. Where a Player is identified with more than one account we reserve the right to suspend these accounts and winnings associated with multiple accounts may be confiscated."
• Discretion and unauthorised use: Casino Action "reserves the right to close or suspend a Player's account at its sole discretion by giving an appropriate notice with reasons, including, but not limited to, any unauthorised use of the Player's account."

For the documents casinos usually ask for, see the KYC checklist.

What happens to your balance

The terms say this in their own words (same terms, checked Oct 20, 2026):

• "No refund of account balances will be granted." (in the clause on closing or suspending an account at the casino's discretion)
• "If we cannot complete the verification process the account may be closed and/or suspended and any balances (including winnings) confiscated/refunded or deposits voided at the casino's discretion."
• Casino Action "reserves the right to terminate any of your Casino Rewards accounts."

If a withdrawal is being held rather than the whole account, see withdrawal withheld or delayed.

How to close your account

The terms say: "To close a Casino account please contact The Casino Support Centre" (same terms, checked Oct 20, 2026). The pages we checked don't say whether closing an account at one Casino Rewards casino closes your accounts at the others, so ask support, and contact each casino where you hold an account. The casino's own contact page lists its support channels. If you can't remember where you signed up, check your inbox for the casino's registration email.

Cooling-off and self-exclusion

The Casino Action responsible gambling page (checked Oct 20, 2026) offers "Cooling off periods between 24 hours and 6 weeks" and a "6 months self-exclusion period", requested through the casino's support. It also says: "once a self-exclusion request has been applied, we will not be able to reverse this decision". The terms list the same cooling-off and self-exclusion periods (same terms, checked Oct 20, 2026).

The pages we checked don't say whether a self-exclusion at one Casino Rewards casino applies at the others, so don't assume it does. If you want to stop at every casino where you have an account, ask each one. If gambling is causing you harm, free, confidential help is available in every province and territory: see the helplines below or our responsible gambling page. For other tools, see responsible gambling tools in Canada.

If you think a suspension is wrong

Start with the casino's support centre and ask for the reason in writing. The Casino Action terms say "The Casino Support Centre is available for any questions or lodging of disputes or complaints" (checked Oct 20, 2026). The same terms say: "If we are unable to settle the dispute we will refer the dispute to eCogra as our Alternative Dispute resolution (ADR) entity", that complaints "must be submitted within 6 months of the issue occurring", and that "Players can address complaints directly to the Kahnawake Gaming Commission" (same terms, checked Oct 20, 2026).

Set limits before you play. Help is free and confidential: see the helpline list for every province on our responsible gambling page.