Hello Millions Close Account

Whether you are taking a short break, locking the account for a longer period or closing it for good, the steps are clear and the team handles each request with discretion. Nothing is hidden behind a menu maze and nothing requires a long phone call. The options below all sit on the same Responsible Social Gameplay page in your account, with full closures handled by a quick email to support so we can confirm identity and review any eligible balance before the account comes down.

How do I take a cool-off?

Sign in, head to Responsible Social Gameplay inside your account and pick a cool-off period of 24 hours, 7 days or 30 days. The block is applied immediately and lifts on its own at the end of the window. There is nothing further to do, and your account is restored to full access automatically. During a cool-off you cannot log in, claim daily logins or play any game in the lobby. Marketing emails are paused for the duration so you do not get nudged back during the break, and any active tournament entries are paused at your current score until the cool-off ends.

How does self-exclusion work?

Self-exclusion is a longer, firmer block. Choose 6 months, 1 year or permanent from the Responsible Social Gameplay page. Once confirmed, the block cannot be lifted before the end date, that is by design, so the option carries real weight. While self-excluded, you will not be able to log in, claim daily logins or contribute to leaderboards. At the end of a time-limited self-exclusion, your account is reinstated automatically and any preferences, including marketing consent, are returned to their pre-exclusion state unless you say otherwise. A permanent self-exclusion is treated as a final step and is not reversible by request.

How do I close my account completely?

Email support@hellomillions.org from the address linked to your account with the subject line "Close account". The team will confirm your identity, review any eligible Sweepstakes Coin balance for redemption first if it meets the minimum threshold, then close the account. The whole process typically takes one to three business days. You will receive a final confirmation email once the account is closed, which is your record of the closure if you ever need to reference it.

What happens to my coin balances on closure?

Gold Coin balances are non-monetary and are forfeited on closure. Sweepstakes Coin balances that meet the minimum redemption threshold are reviewed for payout first, subject to identity verification and the playthrough requirements listed in the Terms of Service. Balances below the threshold are forfeited on closure. If you are unsure whether your Sweepstakes Coin balance qualifies, ask in your closure email and the support team will check the playthrough status and confirm before anything is finalised, so there are no surprises on either side.

Can I reopen a closed account?

Accounts closed by player request can be reopened on a case-by-case basis, except for accounts closed through permanent self-exclusion. Email support@hellomillions.org from your original account address to start the process. Reopened accounts retain Loyalty Lounge tier where applicable, although the cumulative loyalty point balance may need to be re-validated. The team will walk you through any documentation steps before access is restored.

Is there a way to pause without losing my Loyalty Lounge tier?

Yes. A short cool-off, whether 24 hours, 7 days or 30 days, does not reset your Loyalty Lounge tier. The activity check that maintains a tier runs on a longer window, and a brief planned pause sits comfortably inside that window. Self-exclusions follow the same rule for the shorter durations, although a longer self-exclusion may cross the activity window and lead to a tier review on reinstatement. If keeping a specific tier matters to you, ask the support team before you confirm the pause and they will tell you exactly where you sit against the activity threshold so there are no surprises.

Account closure is more final by design. Once an account is fully closed, the Loyalty Lounge tier and any unredeemed loyalty point balance are forfeited. If you reopen later, the team will set the starting tier based on the verified history at the point of closure, but the path to the top tier essentially restarts. For most players, a cool-off or a time-limited self-exclusion is the lighter option that achieves the same break without the permanent ladder reset.

What happens to active tournaments or bonuses when I pause?

Active tournament entries are frozen at the point you start a cool-off or self-exclusion. If the event closes during the pause, your final score is the score at the time of the pause, and any payout earns into your balance on the event's normal settlement date. Pending bonuses, like a milestone Loyalty Lounge drop or an unclaimed daily login, wait for you. They will be credited when the pause ends, or, in the case of a longer self-exclusion that crosses a bonus expiry date, the support team will review individually so you do not lose out unfairly because of a planned break.

Will closing my account stop marketing emails?

Yes. A confirmed account closure also removes you from every active marketing list at Hello Millions, including new promotion announcements, Loyalty Lounge updates and tournament invites. Transactional emails directly related to the closure itself, like the final confirmation and any redemption payout notices, are still sent because they are part of the closure process. After those land, the email address is suppressed from all future marketing automatically and you do not need to do anything else. If a marketing message arrives after closure, that is almost always a scheduling lag and the next email cycle will clear it, but flag it to support if it keeps happening.