If something has gone wrong, you have a question you cannot find the answer to, or you simply need clarity on your account, we want to hear from you. This page explains how to reach us, what to include when you do, and how we handle the more serious stuff — including complaints and responsible gambling requests.

Getting Your Query Resolved in One Go

The single biggest cause of back-and-forth is a message that does not give us enough to work with. When you contact us, please include your registered username or the email address on your account, a clear description of the issue, and — where relevant — the name of the game or promotion involved and any transaction reference numbers you have to hand. With those details in front of us, we can usually look into the matter fully without needing to come back to you for more information.

Once your message reaches us, it is picked up by the support team and logged against your account. From there, the person handling it has the authority to investigate account queries, review transaction histories, apply or reverse bonuses where appropriate, and escalate anything that requires a second pair of eyes internally. Nothing sits in a queue indefinitely — every message is worked through in the order it arrives.

Complaints and Responsible Gambling Requests

If you feel your issue has not been handled fairly, you have the right to raise a formal complaint. A formal complaint is different from a standard query: it is a written record that we have received a dispute and that we are obliged to respond to with a reasoned outcome. If you raise one, tell us clearly that you consider it a complaint, and we will treat it accordingly. Should our response still not satisfy you and the matter remains unresolved, you have the option to refer it to an independent body. Details of that process are available on request.

Requests relating to deposit limits, cooling-off periods, and self-exclusion are treated as priority. If you contact us asking to restrict your account in any of these ways, we act on it without delay. We will not attempt to talk you out of it, offer you an incentive to stay, or suggest you reconsider. Your request is your decision, and we respect it.

One final but important point: we will never ask you to share your password, your full card number, or any other sensitive security credential over email or chat. If you ever receive a message claiming to be from us and asking for that kind of information, do not respond to it — contact us directly through the channels listed on this page so we can look into it.

Players based in the United Kingdom are fully supported when contacting our team, and all enquiries from UK accounts are handled in the same way as any other. If you are ready to get in touch, the contact options available to you are shown below.