1. Delete your account
The route depends on the store you installed the game from. Either way, your account on the server and the data listed below are deleted in the same way.
iOS (App Store): inside the game
- Open the game and tap ACCOUNT in the bottom bar.
- On the ACCOUNT DELETION card, tap DELETE ACCOUNT. The button becomes active once the server confirms that deletion is available.
- In the "DELETE ACCOUNT FOR GOOD?" dialog, tick "I UNDERSTAND THIS CANNOT BE UNDONE" and tap DELETE PERMANENTLY. CANCEL closes the dialog without deleting anything. (In a Turkish app: HESAP → HESABI SİL → "BUNUN GERİ ALINAMAYACAĞINI ANLADIM" → KALICI OLARAK SİL.)
- If you signed in with Apple, you are asked to verify again with Apple. Before deleting the account, the server revokes the app's authorisation at Apple through Apple's revocation service; if Apple cannot be reached, nothing is deleted and the game asks you to try again shortly. If you play as a guest, no re-verification is needed: the open guest session on the device authorises the deletion.
- The deletion runs on the server immediately, in a single operation. Your session then ends and the game data on this device is cleared.
If you want to delete a guest account, do it before uninstalling the app: after uninstalling, the guest account can no longer be reached. If the card says "Account deletion is not available right now", or you cannot open the game, use the e-mail route below; in that case the OPEN THE DELETION PAGE button on the card opens this page.
Android (Google Play): by e-mail request
The Android app has no button that deletes the account by itself: deletion happens on request, and the in-game account screen sends you to this page. The same route also works as a fallback on iOS.
- Send an e-mail with the subject line "Account Deletion Request" to destek@prizmabahcesi.com.
- State the sign-in provider you use (Apple, Google or Facebook).
- Include your player ID: open the game, tap ACCOUNT in the bottom bar and tap COPY on the "PLAYER ID · SUPPORT REFERENCE" row (in a Turkish app: KOPYALA on "OYUNCU KİMLİĞİ · DESTEK REFERANSI"); the full ID goes to the clipboard and you can paste it into the e-mail. The row itself shows a shortened form, the clipboard gets all of it. The "OPEN THE DELETION PAGE" button on the same screen (in Turkish: "HESAP SİLME SAYFASINI AÇ") opens this page. If you cannot open the app at all, skip this step; we will find the account through your provider.
- Complete the verification step we describe in our reply. It exists to show that the account really is yours.
Do not send: passwords, payment card details or images of identity documents. They are never requested and never accepted.
2. Verification and timelines
When you delete inside the game on iOS, the game handles verification (signing in again with Apple, or the open session for a guest) and the deletion completes immediately; there is no separate request or waiting period. If the account holds records that must legally be retained, the deletion cannot run at that moment; the game says so and shows the support address.
For an e-mail request we confirm that the account is yours through your sign-in provider; the support team will tell you the verification step. If you signed in with Google or Apple we do hold your e-mail address on the server and it makes matching your request to the right record easier, but it does not replace verification: a sender address can be spoofed, and guest players have no e-mail address on their record at all. The player ID likewise only helps us find the account faster.
The e-mail address we hold on the server is deleted together with your account; none of the records kept after deletion (the table below) contains an e-mail address.
Timelines for an e-mail request: first response within 30 days; once verification is complete, deletion is finalised within 30 days and confirmed to you by e-mail.
The deletion is applied on the server in a single operation. If you are still using the app, your session ends once the account is gone; signing in again with the same provider creates a brand-new player record.
3. What is deleted
Deletion removes the following in a single server operation:
- your player record and sign-in provider link (the digest of your provider identity and any e-mail address taken from the provider),
- all sessions (access and refresh tokens are revoked),
- progress, stars, coin/crystal balance, boosters and entitlement records,
- your nickname, if you have one, and nickname reports you filed or that were filed about you,
- level runs and their result summaries,
- security signals and request-replay records,
- the account-linked copy of purchase transaction records (only the opaque evidence below remains).
If you used Sign in with Apple, the app's authorisation at Apple is revoked at Apple before the deletion; we never store Apple tokens in the first place. The local copy on your device (progress cache and settings) loses its link to the server account and becomes useless; uninstalling the app removes it too.
4. What is kept for a limited time
| Record | Contents | Why | Period |
|---|---|---|---|
| Opaque purchase evidence | Store (App Store or Google Play) transaction and receipt digests, product, status and dates. No balance, progress or profile. | Financial record-keeping and refund reconciliation | 7 years (2555 days) |
| Re-registration suppression record | Keyed digest of the deleted account's sign-in identity | Preventing the deleted account from silently coming back under the same identity | 30 days |
| Deletion receipt | Identity-free result record | Lets the completed deletion be confirmed afterwards | 30 days |
| Pseudonymous deletion journal | Sequenced, identity-free deletion record; does not contain your in-game nickname | Auditability of the deletion | 90 days |
| Server access logs | IP address, time, requested URL | Security | at most 35 days (weekly rotation, 4 copies) |
| Support correspondence | What you wrote to us by e-mail | Completing your request | 2 years |
For accounts that used Sign in with Apple, a record of the revocation at Apple also remains: one-way digests derived from the deletion request ID and the player ID, plus the revocation time. It contains neither your Apple ID nor your e-mail address, and it is kept without deletion so that a repeated deletion request never contacts Apple a second time.
Only an explicit, time-limited legal retention obligation can postpone deletion, through a technical hold of at most 31 days; we tell you if that happens. An ordinary account restriction does not block deletion.
5. What happens to your purchases
Deleting your account does not refund purchases made on the App Store or Google Play. The game has no subscriptions, so there is no recurring charge to stop. If you want a refund for a purchase, use the refund route of the store you bought from before deleting the account — on iOS Apple's refund page (reportaproblem.apple.com), on Android the Google Play refund route: purchases tied to a deleted account, and the entitlements they granted, cannot be restored. Purchases made as a guest go with the account as well.
6. After deletion
- If you sign in again with the same provider account, a brand-new player record is created; the old progress and purchases do not come back.
- Once the deletion is complete, you are told the outcome: immediately inside the game on iOS, by e-mail for an e-mail request.
- Questions: destek@prizmabahcesi.com · Privacy requests: destek@prizmabahcesi.com.
What we process and your rights are described in the Privacy Policy.