If something has gone wrong, or you simply need clarification on how something works, we want to hear from you. The contact details for reaching our support team are listed on this page — this section explains what to expect once you get in touch, and how to make sure your issue gets resolved as quickly as possible.

What to include when you write to us

The single most common reason a query takes more than one exchange to resolve is missing information. When you contact us, please 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. If your query relates to a payment, include the transaction reference if you have it. You do not need to attach screenshots by default, but they can help if the issue is difficult to describe in words. The more context you give us upfront, the less likely we are to need to come back to you with follow-up questions before we can act.

Our support team is authorised to handle account queries, payment questions, bonus and wagering clarifications, technical issues, and identity verification matters. If something falls outside what they can resolve directly, they will escalate it to the appropriate internal team and keep you informed of progress.

Responsible gambling requests and formal complaints

If you need to set a deposit limit, take a cooling-off break, or request a self-exclusion, please contact us through any of the available channels and state clearly what you need. These requests are treated as a priority. Self-exclusion requests in particular are acted upon without delay — we will not attempt to retain you or suggest alternatives before processing one. Once a self-exclusion is in place, it will not be reversed during the period you have chosen.

A formal complaint is handled differently from a standard support query. If you feel your issue has not been resolved to a satisfactory standard, you can escalate it by stating explicitly that you wish to raise a formal complaint. This triggers a separate review process, and you will receive a written response addressing the substance of your complaint. If that response still does not resolve matters to your satisfaction, you have the right to refer the complaint to the relevant external dispute resolution body. Details of that process are available on request.

One final point on security: we will never ask you for your password, your full card number, or your PIN — not by email, not via any chat channel, and not by any other means. If you ever receive a message purporting to be from us that asks for any of these details, do not respond to it and contact us immediately to report it. Legitimate requests from our team will only ever ask for information needed to verify your identity in line with standard account security practice.

We are here to help you get things sorted. Use the contact details on this page to reach us, and we will do our best to give you a clear, direct answer.