If something has gone wrong, or you simply have a question you cannot answer yourself, this page explains how to reach us and what to expect once you do.

Who handles your message and what they can do

Every message that comes in is handled by our support team — people who have the authority to look into your account, investigate transaction issues, clarify bonus terms, and escalate anything that needs a second pair of eyes. They are not a filtering layer. When you write to us, you are writing to someone who can actually act on what you send.

If your matter involves a formal complaint rather than a routine query, please say so clearly when you get in touch. A formal complaint is logged separately and follows a structured review process. If that process does not produce a resolution you are satisfied with, you have the right to refer the matter to an independent dispute resolution body. We will provide the relevant details at that stage.

How to get a resolution in a single exchange

The fastest way to get your issue sorted is to give us everything we need in your first message. Include your registered username or the e-mail address on your account, a clear description of what happened, the date and approximate time if it is relevant, and — for payment queries — the amount involved and the method you used. The more specific you are, the less time we spend going back and forth asking for detail that you already have to hand.

One thing worth knowing: we will never ask you for your password, your full card number, or any security code by e-mail 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 through the official channels listed on this site and let us know.

If you need to speak to us about a deposit limit, a cooling-off period, or self-exclusion, please make that clear at the start of your message. Requests of this kind are treated as a priority and are not subject to the same queue as general enquiries. We take responsible gambling seriously, and we will not try to talk you out of a limit or a break — we will simply process what you have asked for.

Once your message is submitted, it is assigned to a team member who reviews it in full before responding. You will receive a reply through the same channel you used to contact us. If your query is straightforward, it will be resolved in that first response. If it requires further investigation — for example, a payment that needs to be traced or a bonus discrepancy that involves checking logs — we will tell you that and keep you informed as it progresses.

We are here to help you get things sorted. Reach us through the contact options available on this site and we will take it from there.