If something has gone wrong, or you simply need clarification on how something works, we want to hear from you. The contact channels listed on this page connect you directly with the team responsible for your account — not an automated system that passes you around.

What we can sort out for you

The people who handle incoming messages are authorised to deal with the full range of account matters: payment queries, bonus conditions, verification requests, technical issues, and anything else that affects your ability to use the site. If your question touches on responsible gambling — including deposit limits, cooling-off periods, or self-exclusion — those requests are treated with priority and handled separately from general support traffic. We take them seriously, and we will not ask you to wait through a standard queue if you need to restrict your account. Just make that the subject of your message and it will be directed accordingly.

To help us resolve your query in a single exchange rather than several back-and-forth messages, it is worth including a few things when you write to us: your registered username or the email address on your account, a clear description of what happened, the date and approximate time if it is relevant, and any transaction or game reference numbers you have to hand. The more specific you are, the quicker we can act without needing to come back to you for more detail.

Complaints and what happens if things are not resolved

Most issues are straightforward and get resolved through the standard contact channels. If you feel your concern has not been handled properly, you have the right to raise a formal complaint. A formal complaint is treated differently from a routine query — it is logged, escalated within the team, and you will receive a written response that sets out our position clearly. If you remain unsatisfied after that process, you can refer the matter to an independent dispute resolution body. Details of that route are available on request.

One thing worth being clear about: we will never ask you to share your password, your full card number, or any other sensitive credential over email or chat. If you ever receive a message claiming to be from us that asks for information like that, do not respond to it — contact us through the channels on this page to report it. Legitimate account verification may require documents such as proof of identity or address, but those are submitted through secure, designated processes, not by replying to a message.

We are operated by Win Top Ltd and licensed under Curaçao eGaming (licence number OGL/2024/1782/0918). That means there is a real, accountable entity behind every interaction, and your concerns do not disappear into a void. Use the contact details on this page to reach us — we will respond through the same channel you used.