Last updated 5 February 2025

If you wish to self-exclude your account, please find full details below.

We encourage you to always enjoy computer games in a safe manner. We have numerous measures as described further below to allow you to engage in our games in a fun and responsible manner.

Safe gameplay is when all players:

• Have a fun, exciting, and entertaining experience;

• Exercise control over their playtime and control over any in-game Gold Coin purchases;

• Play in moderation and not to escape reality;

• Balance playtime fairly with other real-life activities;

• Do not avoid work, family, or other commitments to play games;

• Avoid playing if under the effect of alcohol or any illicit substances; and

• Avoid playing if they don’t feel comfortable or in control of your activities.

To avoid spending too much time on computer gaming you can

• Limit how much time you spend playing the game by requesting a Self-Exclusion

To get further information or request an account closure please contact customer support via email at winzone@playstudios.com

We will always try to apply any requested account closures as soon as possible, however, the account closure request may take a reasonable time period to be applied. If at any point you discover your account closure request has not been successfully applied, you must immediately inform us to winzone@playstudios.com

How can you spot a Computer Game Behavior Disorder?
 

• Take notice of behavioral patterns that are characterized by the following:

  • An impaired control over playtime;

  • The need to prioritize gaming over other activities;

  • An elevated interest in games that surpasses that of other interests or daily responsibilities; or

  • A consistent escalation of playtime hours despite the occurrence of negative consequences surrounding the player.

• It's important to note that for a computer game disorder to be diagnosed, the behavior pattern must be of sufficient severity while resulting in significant impairment of personal, family, social, educational, occupational, or other important areas of functioning, and should normally have been evident for at least 12 months.

What should you do if you or someone you know may have a Computer Game Behavior Disorder?
 

• Seek help from a qualified medical professional

• Take some time to research it. Learn more about the disorder by reading up on the following materials we've compiled here:

  • https://responsibleplay.org/

  • https://www.smartmobilegamers.org/resources/

  • https://www.npr.org/2019/05/28/727585904/is-gaming-disorder-an-illness-the-who-says-yes-adding-it-to-its-list-of-diseases

  • http://smartsocialgamers.org/top-tips/

Self-exclusion terms

What is Self-Exclusion?

• Self-Exclusion means a request initiated by you to limit access to our Services. We will make all reasonable efforts to limit your access to The Win Zone.

• Self-Exclusion will result in restriction of access to your User Account and a block placed on your User Account so that, as far as we can prevent it, access to your User Account will be denied.

• Self-Exclusion is not a fail-safe and we cannot guarantee that it is. However, we will take reasonable steps to ensure a Self-Exclusion request is implemented correctly.

• Self-Exclusion also requires commitment to the Self-Exclusion by the Player. Players who request a Self-Exclusion must not try and circumvent the Self-Exclusion by registering a new User Account, setting up new emails to register an account or in any way disguising their identify to register a new account.

• We would suggest any Player who requests Self-Exclusion also cease to follow Win Zone on all social media channels.

• During a Self-Exclusion a Player should not enter any competitions relating to Win Zone and will not be permitted to win any competition prizes.

• During a Self-Exclusion, no daily login will be allowed and no daily login rewards etc. will be processed.

How do I start the Self-Exclusion process?
 

• You can email winzone@playstudios.com with the subject line Self Exclusion (“Self Exclusion Request”).

• The Self Exclusion Request must include your full name, address , email address, and account ID to ensure we can locate your account to implement the self-exclusion request.

• If we cannot locate your account using this information, we may request additional information to verify your account.

• What does self-exclusion mean:

  • you would like to more extensively limit the use of our Services. Self-Exclusion will be for a minimum of six (6) months, however, can extend to as long as you require.

  • During this time you will not be able to access the Services. After the initial six (6) months you can request access to your User Account again by emailing winzone@playstudios.com and requesting access to your User-Account. You must include your Account ID to locate your dormant account.

  • Your request will be logged but access to your account will be subject to a further seven (7) day waiting period for the re-open request. Once this period has expired you will receive an email asking if you would still like to re-activate your account.

  • We may ask you some questions to ensure that you wish to open your account and that it is the right option for you.

  • At this point your User Account may be re-opened if you still wish to do so and we are satisfied that it should be re-opened. Re-opening of an account will be at our sole discretion.

• After your Self Exclusion Request has been processed you will receive a confirmation email to the email address that we determine is valid for your User Account. If you do not receive a confirmation email within seven days of submitting your Self Exclusion Request please immediately email winzone@playstudios.com to advise that your confirmation email has not been received.

How long will it take to complete the Self-Exclusion process?
 

• We will process the Self-Exclusion request for an account within a reasonable time period after verification. You will receive a confirmation email once your request is successfully processed. In the event that you choose to continue using your account during the Self-Exclusion period, you are responsible for any activity such as purchases of Gold Coins.

• We would recommend that you logout of your User Account and cease your access to our social media as soon as you make your request.

Can you change your mind or reverse a Self-Excluded account?
 

• Self-Exclusion status cannot be modified or reversed in any manner for a period of six (6) months thereafter you can request reactivation of your User Account subject to a seven (7) day waiting period.

• Please do not try to circumvent a Self-Exclusion by registering a new account, setting up new emails to register an account or in any way disguising their identity to register a new account. If you do try and circumvent these player safety tools it may lead to a permanent ban from our Services. We can not be held responsible for any actions or Gold Coin purchases made from any new or additional accounts used to circumvent a Self-Exclusion.

• We will not email you to re-activate your account during a Self-Exclusion so it will continue indefinitely until we hear from you.

• Notwithstanding the above, we may exclude you from our Services for a definite or indefinite period in our sole discretion if we believe that there are reasons to indicate that it is not in your best interests to have access to our Services or that you have a computer games problem.

What happens to my Virtual Coins during the Self-Exclusion Period?
 

• Your account will remain inactive during the Self-Exclusion or Take a Break Period. If an account is reactivated, currencies will not be reinstated.

• Sweeps Coins expire after 60-days of inactivity. We strongly recommend that you redeem any redeemable balance before requesting a self-exclusion.

• No refunds or transfer of Virtual Coins or any other prize redemptions are permitted during the Self-Exclusion Period.

• If you have a pending sweepstakes prize redemption and request a Self-Exclusion it will not be processed.

Will Win ZONE still have my account information during the Self-Exclusion Period?
 

• The Win Zone will retain certain data during the Self-Exclusion Period in accordance with our Privacy Policy.

• The Win Zone will use reasonable efforts not to send any marketing material via email during the Self Exclusion. However, we cannot guarantee that you will not receive such material in error. In such event, please notify Win ZONE Customer Support winzone@playstudios.com so we can rectify this.

• If you require access to your account history during this time you will need to email winzone@playstudios.com as you will not have access to your User Account.

If you have any questions, or need a break from playing any of our games, please contact winzone@playstudios.com