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Our Player Trust & Safety Controls describe the account controls we provide and the restrictions we apply after a control is confirmed. Use the live page and your signed-in account for the options currently available.
What is Self-Exclusion and Time-Out at McLuck?
Self-Exclusion and Time-Out at McLuck are responsible play tools that allow you to temporarily restrict your access to gameplay and purchases.
Time-Out is designed for shorter breaks lasting 1 to 30 days. It prevents you from playing games or making Gold Coin purchases, but you can still log in to view your account information. The restriction cannot be cancelled once activated.
Self-Exclusion is intended for longer breaks lasting 1 month to 1 year. Unlike Time-Out, it prevents you from logging in or accessing any account activities. The restriction cannot be reversed before the selected period ends, and your account will remain closed until you request reactivation.
How to Access the Tools
Both tools are available under Customer Account > Player Trust & Safety Controls, in addition to Spend Limits and Session Limits, which you can also read more about in our responsible play tools and limits guide.
If you cannot log in but need to apply a restriction, contact Customer Support. If the available durations change, use the options shown in your signed-in account.
Note: Time-Out and Self-Exclusion differ from account closure and are not interchangeable. Account closure is a request handled by Customer Support for customers who want to stop using the account. A privacy request to delete personal information is separate again, because we retain account information in line with our Privacy Policy.
Compare Time-Out and Self-Exclusion
Review the differences in duration, account access and what happens when each restriction ends.
| Decision point | Time-Out | Self-Exclusion |
|---|---|---|
| Purpose | A short break from purchases and gameplay. | A longer restriction from the McLuck service. |
| Available duration | 1 to 30 days. | 1 month to 1 year. |
| Account access | You may sign in to view account details. | You cannot sign in or access account activity. |
| Purchases and gameplay | Blocked for the selected period. | Blocked for the selected period. |
| Can it end early? | No. Wait until the selected Time-Out ends. | No. Wait until the selected exclusion ends. |
| What happens afterward? | The Time-Out period expires automatically. | The account does not automatically reactivate. You must contact Customer Support to request reactivation. A 24-hour cooling-off period applies after the request. |
When does McLuck’s 24-hour cooling-off period apply?
McLuck applies a 24-hour cooling-off or waiting period when you increase or remove certain limits or request account reactivation after Self-Exclusion.
Gold Coin spend limits cap purchases over a daily, weekly or monthly period, while session limits cap daily playtime using the predefined options of 1, 3, 6, 9 or 12 hours.
You can lower a spend limit or reduce a session limit at any time with immediate effect. However, increasing or removing a spend or session limit requires a 24-hour cooling-off period.
The cooling-off period applies only when you relax a limit, never when you tighten one. Reaching your daily session limit logs you out and restricts gameplay until the following day, with session limits resetting at midnight in your local time zone.
A 24-hour waiting period also applies when you request reactivation after a Self-Exclusion ends.
How do I set a Time-Out or Self-Exclusion?
Log in to your McLuck Customer Account. Select Player Trust & Safety Controls from your account menu, then Time-Out for a short break or Self-Exclusion for a longer restriction, and choose your duration. Confirm only when you are prepared to complete the full period, because neither control can be cancelled early.
If the control does not load, do not open another account or use another email address to work around it. Attempting to circumvent a Self-Exclusion by registering a new customer account, creating new email addresses or otherwise disguising your identity may result in a permanent ban from McLuck Services, and we cannot be held responsible for Gold Coin purchases made through accounts created to evade one. Contact Customer Support from your registered email instead, giving the control and duration you intended to select and the time of the failed attempt.
What to check before you confirm
Check these consequences while you still have access, because several of them cannot be resolved once a restriction starts.
- Neither restriction can be cancelled early, so the selected duration runs in full.
- Request any eligible prize redemption first, subject to the Sweepstakes Rules.
- Gold Coins cannot be refunded or transferred during Self-Exclusion and remain subject to the applicable virtual coins expiry rules.
- Gold Coin and Sweepstakes Coin balances expire after 60 days of account inactivity.
- Unfollow McLuck.com on social channels, as we recommend for customers requesting Self-Exclusion, and manage your marketing preferences in your profile.
What happens during and after McLuck Self-Exclusion?
Before any self-exclusion, request any eligible prize redemption first, subject to the Sweepstakes Rules. Under the Sweepstakes Rules, a Gift Card Prize needs a minimum balance of 10 qualifying Sweepstakes Coins and a Cash Prize needs 75, and payment can take up to 10 days to process. If an eligible prize remains when your Self-Exclusion begins, we will manually redeem it to your designated payment method, or contact you separately to collect bank details if none is saved.
During Self-Exclusion your Customer Account remains inactive: you cannot log in or access any activities, and refunds or transfers of Gold Coins are not permitted. You should not enter competitions relating to McLuck.com while excluded, and you will not be permitted to win competition prizes. Gold Coin and Sweepstakes Coin balances are subject to McLuck’s 60-day account inactivity rule, and no gameplay is possible during Self-Exclusion to reset that clock. The 60 days run from your last gameplay, so a balance can expire during Self-Exclusion.
We retain your account information in line with our Privacy Policy and make reasonable efforts to avoid sending marketing emails during Self-Exclusion. If marketing arrives, or you can still reach activity that should be blocked, contact Customer Support promptly. Customer Support can also assist with account history during Self-Exclusion.
When should I contact Customer Support about a player-safety restriction?
Contact Support if you cannot reach the safety controls, need account history while excluded, receive marketing during Self-Exclusion, or can still access activity that should be blocked. Under McLuck’s Terms, Customer Support is available 24 hours a day, seven days a week through the Contact Us page, and a reply may take up to 48 hours. To help avoid duplicate requests, use your existing support ticket when following up on the same issue.
Provide your registered email, the control and duration selected, the confirmation or attempted-confirmation date, your ticket number if one exists, and a screenshot of any error.
Official information
This information is based on McLuck’s official resources, reviewed as of the date shown above. For the most up-to-date policies, account guidance and support options, please refer to the following pages:
Still need help?
Contact McLuck Support for help with your account.