Is online Keno being banned in Australia?

Yes. Federal gambling reforms prohibit online keno-type lotteries, and the ban is scheduled to start on **1 January 2027**. The Lottery Corporation, which runs Keno, has told shareholders that online Keno will end from next year. Pubs and clubs can keep offering Keno in venues. If you have an online Keno balance, withdraw it before the cut-off and keep records of your requests in case the payout is delayed.

How do I withdraw my Keno balance?

Log in at keno.com.au or open the Keno app and use the **Withdraw** option in your account. Withdrawals only work once your identity has been verified. If the account is frozen or a payout stalls, call **1800 056 066** (8am, 9pm AEST, daily) and follow up by email to **help@keno.com.au** so you have a paper trail. Include your account number and the amount you expect to receive.

Why is my Keno account frozen?

Most freezes are about identity verification. Keno has to confirm your age and identity before you can keep playing or withdraw. One App Store reviewer said their account was frozen the day after they deposited, and they were asked to post a copy of their licence to the NSW office. Call **1800 056 066** and ask exactly which documents they need and whether you can send them electronically. Then confirm the request in writing to help@keno.com.au.

How do I self-exclude from Keno?

The Keno app has a self-exclusion feature, which Keno says it has redesigned to be easier to use. You can also ask Customer Support on 1800 056 066 to self-exclude you. Permanent self-exclusion is strict. If you open a new account afterwards, Keno treats it as a breach of the Keno Online Account Terms and Conditions and will close it. Withdraw your balance before you self-exclude. Free, confidential gambling support is available 24/7 on 1800 858 858.

What is the Keno customer service number?

Keno's customer support line is **1800 056 066**. It is staffed Monday to Sunday, 8:00am to 9:00pm AEST, according to the Keno app listing and the Keno media centre. An older contact page from The Lottery Corporation lists 8am, 8pm, so call earlier in the evening to be safe. The general support email is **help@keno.com.au**. For pub or club Keno in South Australia, which is a separate product, the number is 131 868.

Does Keno charge a fee to close my account?

None of the sources we checked mention an account closure fee. Because there is no subscription, there is no early-termination or cancellation charge to avoid either. The main risk is leaving money behind, so withdraw your full cash balance before you ask for the account to be closed. Then ask support to confirm in writing that the account shows a zero balance.

Will I lose my Keno bonus or Reward Games if I close my account?

Keno's public sources don't say what happens to unused Reward Games when you close an account. They are promotional credit rather than withdrawable cash, so expect to lose them. Before you close, use or give up any bonus credit and withdraw your real cash balance. When you contact help@keno.com.au, ask them to confirm the cash amount being paid out so nothing is left in the account.

Why am I still being charged after cancelling Keno Online?

Usually one of three things: the cancellation never completed (no written confirmation), the subscription bills through Apple or Google and must be cancelled there, or a minimum term is still running. Charges continuing after a confirmed cancellation can be disputed with your bank as a chargeback.

How do I delete my Keno Online account?

Cancel the subscription first, then request account deletion in settings or by email. If there is no self-serve option, email a written erasure request citing the applicable data-protection law; most companies complete erasure within about 30 days.

How to Cancel Keno Online Before the 2027 Ban.

Q: Does Keno Online charge a cancellation fee?

Rolling monthly plans end at the period already paid for with nothing extra to pay. Fixed minimum-term plans can carry an early-exit charge until the term ends, check your signup terms for a minimum-term end date.

Here's the fastest way to cancel Keno Online and what to expect.

Last verified 5 days ago · data refreshes daily · sources: homepage, terms, terms, terms, web-search

The fastest way

Keno Online has no subscription. Cancelling means closing your keno.com.au account. Withdraw your balance first, then call 1800 056 066 (8am, 9pm AEST, daily) or email help@keno.com.au with the subject 'Account closure request, [account number]'. The app also has self-exclusion. Online Keno is banned from 1 January 2027. Confirmation time is unknown.

Or let yoink do it for you.

30 seconds. AI emails Keno Online, handles retention, chases the refund. You approve once, then sleep.

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Every way to cancel Keno Online

Phone (fastest): Call +61 1800 056 066 and say “cancel my service”. Expect a retention pitch, decline it twice and hold firm.
Email: Keno Online doesn’t process cancellations by email. Still worth sending one: it dates your cancellation request in writing, which matters for disputes and refunds.

Timing matters: Online Keno is banned in Australia from 1 January 2027. Withdraw your balance and close the account before then. Withdrawals need a verified identity, so allow time for document checks.

Cancelling a Keno Online order by email

Keno Online won’t action a cancellation from an email alone, use the fastest channel above for the cancellation itself. This email still earns its place: it puts your cancellation date in writing (your evidence if they keep billing) and it’s where the refund request happens.

Email the verified address
help@keno.com.au, yoink-verified working email for Keno Online (confirmed by tracked cancellations).
Use a precise subject
Subject: Cancellation Request, [your account email]

Send this template

Hi Keno Online team,

I'd like to cancel my recent Keno Online order (reference [order number], placed on [date]) under the account [your account email].

Please confirm the cancellation by reply and process the refund to my original payment method.

Best,
[your name]

Wait for confirmation
Wait 24 hours. If there's no response, send a polite one-line follow-up referencing the original request.

Does Keno Online charge a cancellation fee?

We found no cancellation fee in Keno Online’s published terms. On a rolling plan you simply pay to the end of the current billing period and nothing after. If you’re inside a fixed minimum term, check your signup email for the end date, cancelling early is where fees usually hide.

What doesn’t work for cancelling Keno Online

Based on 5 sources, Reddit, app reviews, and direct testing. Skip these and save yourself the loop.

✕ Opening a new Keno account after permanently self-excluding, keno.com.au warns that a new account opened after permanent self-exclusion breaches the Keno Online Account Terms and Conditions, and Keno says it will identify and close it.
✕ Expecting to withdraw or close straight away on an unverified account, An App Store reviewer said their account was frozen after they deposited. They were asked to post a copy of their licence to the NSW office for verification before they could continue.

Cancelled Keno Online but still being charged?

Three common reasons, in order of likelihood:

The cancellation didn’t actually complete. If you never received a written confirmation from Keno Online, treat it as not cancelled. Email help@keno.com.au referencing your original request date and ask for written confirmation plus a refund of any charge taken since.
You cancelled in the wrong place. Subscriptions started through the App Store or Google Play bill through Apple or Google, cancelling on Keno Online’s site doesn’t touch them. Check Settings → Subscriptions on iPhone, or Play Store → Payments & subscriptions on Android.
Billing lag. A charge that was already in flight when you cancelled can still land a few days later. One trailing charge can be normal; two is not.

If they keep charging after a confirmed cancellation, that’s chargeback territory: dispute the charge with your bank citing “subscription cancelled, merchant continued billing”. The yoink app also flags this automatically, it keeps watching your inbox after a confirmed cancellation and alerts you if Keno Online charges again.

How Keno Online will try to keep you

Keno Online may respond with a retention offer, a discount, a free month, or a downgrade to a cheaper tier. Don't engage with the counteroffer. Restate that you want a full cancellation and cite the consumer law again if they push back.

They’ll say: “Freezing the account for ID verification when you try to play or withdraw, including asking for a posted copy of your licence”
You say: I am asking to close my account and withdraw my full balance. Please confirm in writing exactly which verification documents you still need and where to send them electronically. Please also confirm the date the closure and payout will be completed.
They’ll say: “Bonus Reward Games (for example, a $20 sign-up bonus) used to keep players depositing and playing”
You say: I do not want any bonus or Reward Games credit. Please close my account and pay my withdrawable cash balance to my nominated bank account.
They’ll say: “Slow or unhelpful email replies on withdrawal and closure requests”
You say: This is my second written request to close my Keno Online account and pay out my remaining balance. Please give me a reference number and a completion date. If this is not resolved, I will raise it with the gambling regulator in my state.

Your rights when cancelling

The law where you live is the strongest hook, lead with it when you contact the company.

Worldwide

Card-issuer chargeback
Your bank can reverse the charge.
Visa, Mastercard, and Amex all run chargeback schemes, “goods/services not as described” or “subscription not cancelled” are valid reason codes everywhere they operate. Your bank handles the dispute; Keno Online has ~45 days to defend.

Delete your Keno Online account (not just cancel)

Cancelling stops the billing; deleting removes your account and personal data. Do them in that order, deleting an account with an active subscription can leave the billing running with no way to log in and stop it.

If there’s no delete option in Keno Online’s account settings, email help@keno.com.au with the subject Account deletion request, [your account email] and ask for your account and personal data to be erased under data-protection law in most jurisdictions. They’re typically required to act on it, most companies complete erasure within about 30 days, and you should ask for written confirmation when it’s done.

Common questions about cancelling Keno Online

Keno Online has no subscription to cancel. You close the account itself. First, withdraw any balance you have left. Then contact Keno Customer Support on **1800 056 066**. It is staffed Monday to Sunday, 8am, 9pm AEST. Alternatively, email **help@keno.com.au** with the subject 'Account closure request, [your account number]'. Ask them to confirm the closure and the payout of any remaining funds in writing. If you want to stop gambling rather than just close the account, the Keno app has a self-exclusion option.

Money-back questions (windows, pro-rata, chargebacks) are covered in the Keno Online refund guide. Need a human for something else entirely? The Keno Online contact guide lists every channel that actually answers.