CLOSING YOUR ACCOUNT
21. How to close or suspend your account with us.
Simply put
We will be sorry to see you go, but if you want to suspend or close your account then you can use the safer gambling tools or contact us to close your account.
21.1. Tell us you want to close your account. If you no longer want to keep your BetVictor account open, you have the following options:
(a) go to the safer gambling tools where you will find options for self-exclusion or time out if you want to temporarily suspend access to your account; or
(b) contact our Customer Services Team if you would like to fully close your account.
21.2. Your account will be closed within 24 hours and you will be repaid any positive balance. We will process your account closure request within 24 hours and during that time you will remain entirely responsible for all activity on your account. At the point at which we close the account we will repay any outstanding balance to you using the same method of payment which you used to deposit the funds. You may be able to later re-open your account using your same account details, but you will need to check with us at that time and it will be subject to you accepting our terms and conditions which are in force as at the date your account is re-opened.
21.3. Your account may become dormant if you don’t use it for 396 days. If you do not deposit, withdraw or place any sports bet or casino wagers on your account for a period of 396 consecutive days, your account will be considered dormant. This means that even if you log in during that period but do not deposit, withdraw or place any sports bet or casino wager, it would still be considered dormant. If your account has a balance, we will inform you in writing that your account has become dormant. If your account has become dormant and you wish to reactivate it, you will need to contact us by email at helpontario@betvictor.com. Should you reactivate your account to only access your outstanding balance and no longer plan on using it, we recommend that you close it immediately afterwards.
21.4. While your account is dormant you may continue to receive marketing correspondence should your marketing preferences be opted in. Should you wish not to receive marketing you will need to contact us by email at helpontario@betvictor.com.
21.5. If your account is dormant for 7 years, we will donate your funds to charity. If your account remains as a dormant account for a period of 7 years from the time of the last transaction (i.e. deposit, withdrawal, sports bet or casino wager), your account will be anonymised and any balance on your account will be donated to the GambleAware charity or any other registered charity of our choice which is dedicated to research, education and treatment of problem gambling related issues. Before we donate any of your funds to charity, we will contact you at least 30 days beforehand to:
(a) remind you in a clear and transparent manner of the size of your balance;
(b) to advise you that you still have a right to access the funds by contacting us within the 30-day period; and
(c) to warn you that your account will be anonymised in accordance with our Privacy Notice if you do not reply to us or access your account, and that your funds will be donated to a charity.
21.6. We can deal with a customer’s executor where this is necessary. Where a customer is deceased, subject to the executor of the customer’s estate providing a copy of the customer’s death certificate and Identity Check information on the executor, we will be happy to discuss the status of and requirements for the account with the customer’s executor and will work with the executor on a case-by-case basis.