Help Centre
Play smart, stay sharp. Limits, breaks and checks are built into your account, and you can reach outside support through the YMCA Youth Gambling Awareness Program, Gambling Therapy and ConnexOntario.
Is there a no-deposit offer?
Yes, in the form of a free game with prizes that runs every day. No deposit is needed to play it.
How do I reach your support team?
Email [email protected]. Add your username plus a brief note on the issue, and we can sort it faster.
Can I pause or block my account?
Yes, anytime. Pick a cooling-off break running from 24 hours to 6 weeks, or choose self-exclusion when you want a longer pause.
What are Carlyle Originals?
Carlyle Originals are games we built ourselves, and you will only see them in our lobby. Tap the Carlyle Originals row for the current titles.
How do I close my account?
Account closure sits among the responsible gaming tools in your account. Prefer email? Write to [email protected] and we will handle the closure for you.
What documents might you need from me, and when?
We carry out identity (KYC) and location checks ahead of your opening deposit. Should they fail to confirm who you are, we may ask you for photo ID or proof of address.
How does Carlyle Rewards work?
Real-money play earns loyalty points, which turn into Tier Credits at a partner resort programme for hotels, dining and shows. The top tier is invite-only and includes a VIP host.
Who can play, and from where?
You must be 19+ to play. Sign-up is open anywhere local law permits online casino play.
Stay in control
- Pick your limits on deposits, wagers and stakes
- On-screen reality checks plus session time alerts
- Need time out? Take a cooling-off spell lasting as little as a day or as much as six weeks
- Self-exclude, or shut your account for good
- A quick self-assessment quiz
- Identity (KYC) and location checks run before you first deposit
- Lowered limits apply instantly; a raise takes 24 hours to kick in