Behind every account, every deposit, and every spin is a real team. If something has gone wrong, or you simply need clarification, we want to hear from you and sort it out properly.

What to include when you write to us

The quickest way to get your issue resolved in a single exchange is to give us the right information upfront. When you contact us, include your registered username or the email address on your account, a clear description of what happened, and — where relevant — the date and approximate time of the event in question. If your query involves a transaction, the payment method and amount help us locate the record without going back and forth. The more specific you are, the less time you spend waiting.

Our support team is authorised to handle the full range of account matters: withdrawal queries, bonus eligibility, verification requests, technical problems with games, and general account access. If your question sits outside their direct authority, they will escalate it internally and keep you informed of where it has gone.

Formal complaints and what happens next

A standard query and a formal complaint are treated differently, and it is worth knowing the distinction. If you are dissatisfied with an outcome — a declined withdrawal, a disputed bonus ruling, or any decision that has materially affected your account — you are entitled to raise a formal complaint. State clearly that you are making a complaint, describe the issue and the outcome you believe is fair, and we will acknowledge it and follow a structured review process rather than a routine support response.

If a complaint remains unresolved after that internal process, you have the right to refer the matter to the relevant dispute resolution body under our Curaçao eGaming licence. Details of that escalation route are set out in our Terms and Conditions.

Requests relating to responsible gambling — including deposit limits, cooling-off periods, and self-exclusion — are handled with particular care. These are not standard account changes. When you make such a request, it is prioritised and processed by a member of the team with the authority to apply it to your account. Self-exclusion requests take effect as promptly as possible; we do not treat them as something to be reconsidered or delayed.

One thing we will never do: we will never ask you to provide your full password, your card's full 16-digit number, or any security credentials via email or chat. If you receive a message claiming to be from us and asking for those details, do not respond — contact us through the official channels listed on this page instead. Protecting your account security is a responsibility we take seriously on our side too.

Players based in the United Kingdom are fully supported and can reach out to us through any of the contact channels available on this page. Whatever the issue, we aim to respond substantively rather than with a holding message, and to give you a clear outcome rather than a runaround.