Self-Exclusion Policy CrownGreen
CrownGreen provides a voluntary self-exclusion tool designed to block account access for a minimum period of 6 months or indefinitely. Unlike short-term cooling-off breaks, self-exclusion enforces strict, non-reversible service restrictions across the platform. This feature can be activated at any time through account settings or customer support by verified New Zealand players aged 18 and older. For confidential external guidance, players can contact Gambling Helpline New Zealand directly at 0800 654 655.
Understanding Cooling-Off vs Self-Exclusion
CrownGreen offers two distinct account restriction options to assist players in managing their gaming activity. Selecting the appropriate control depends on whether a temporary break or a binding platform block is needed:
- Cooling-Off Period: A temporary suspension lasting from 24 hours up to several weeks. Once the selected timeframe expires, full account access and gaming features automatically resume without additional administrative steps;
- Self-Exclusion: A formal, binding restriction lasting for a minimum of 6 months, up to indefinite permanent closure. Self-exclusion completely blocks login access, prohibits deposits, halts promotional material, and cannot be canceled or shortened under any circumstances prior to the agreed end date.
Both options immediately restrict deposit functions, real-money gameplay, and promotional eligibility. For independent guidance on choosing the right control, New Zealand residents can reach Gambling Helpline New Zealand at 0800 654 655.
How to Request Self-Exclusion
Players based in New Zealand can activate self-exclusion through two primary methods to restrict account permissions immediately:
- 1
Log in to profile
Visit the main CrownGreen website on desktop or mobile and log into your account.
- 2
Navigate to settings
Open the Account Settings dashboard and select the Responsible Gaming tools section.
- 3
Select exclusion term
Choose your preferred restriction term (6 months, 1 year, or permanent/indefinite).
- 4
Confirm request
Submit the internal form to activate immediate automated self-exclusion across the account.
- 5
Email support option
Send a written request directly to [email protected] stating your explicit intent to self-exclude.
- 6
Provide identification
Include your full legal name, account username, registered email address, and requested exclusion timeframe.
- 7
Receive confirmation
Await email confirmation from the support team validating that account restrictions have been applied.
- 8
Enforce restrictions
System access is frozen immediately, promotional outreach is suppressed, and any attempts to open new profiles during the active exclusion window are flagged and blocked.
Financial Balance Return Restrictions
Activating self-exclusion at CrownGreen Casino does not forfeit remaining real-money cash balances held in NZD ($). Account balances are processed in accordance with strict operational protocols:
| Account Situation | Operational Treatment Protocol |
|---|---|
| Real Funds in NZD ($) | Returned in full to the original deposit method following standard KYC document verification. |
| Active Bonus Funds | Removed and forfeited immediately in accordance with general promotional terms and conditions. |
| New Deposit Attempts | Automatically blocked by payment gateway controls during the active exclusion window. |
| Bet Placement | Completely restricted across all real-money slots, table games, and live dealer streams. |
| Withdrawal Requests | Processed through standard identity verification checks prior to returning funds. |
Duration and Access After Exclusion
CrownGreen provides structured exclusion durations to support varying player requirements:
- Minimum Commitment: Self-exclusion starts at a mandatory 6-month minimum, which cannot be revoked, shortened, or overridden by either the player or support staff;
- Extended Terms: Fixed exclusion terms can be configured for 12 months, 24 months, or custom multi-year periods;
- Indefinite Exclusion: Players can elect permanent self-exclusion without a pre-set end date;
- Post-Expiry Review: Once a fixed-term self-exclusion period expires, the account does not reopen automatically; a mandatory cooling-off review applies;
- Reactivation Protocol: Restoring access following an indefinite or expired self-exclusion requires a formal written request submitted to support, followed by a mandatory 24-hour cooling-off period and secondary compliance evaluation.
Support Available in New Zealand
If gambling ceases to be a form of entertainment, independent assistance is readily available across New Zealand:
- Gambling Helpline New Zealand: Call 0800 654 655 or visit gamblinghelpline.co.nz for confidential phone support, advice, and counseling referrals;
- CrownGreen Support: Contact [email protected] to initiate self-exclusion or receive guidance on responsible gaming tools;
- Statutory Compliance: All platform services enforce strict 18+ age restrictions, maintaining regulatory standards across New Zealand.
Frequently Asked Questions
Can I shorten or cancel self-exclusion?
No. Once confirmed, a self-exclusion request is legally binding and non-reversible. The chosen timeframe must expire completely before any request for account reinstatement can be reviewed.
What happens to bonuses and marketing?
Active bonus balances and free spin allocations are forfeited immediately upon self-exclusion confirmation. Your contact details are removed from marketing channels to stop all promotional emails and SMS notifications.
How is the account handled after exclusion?
Accounts do not reopen automatically when the exclusion period ends. You must submit a written request to [email protected], complete a secondary review, and observe a mandatory 24-hour cooling-off period before access is restored.
Who can I contact in New Zealand for help?
You can contact Gambling Helpline New Zealand at 0800 654 655 for free, independent counseling. CrownGreen support is also reachable at [email protected] for self-exclusion processing.