Behind every message you send, there is a real team reading it and working to sort things out. We handle enquiries across the full range of account matters — deposits and withdrawals, bonus queries, verification, technical issues, and responsible gambling requests. The people who receive your message are authorised to act on it directly, not simply to pass it along.

What to include when you write to us

The single most useful thing you can do is give us enough detail in your first message to resolve the matter without going back and forth. 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 the amount help us locate the record straight away. The more specific you are, the more directly we can respond.

Once your message reaches us, it is logged and assigned. You will receive a confirmation that we have it. From there, the relevant team member reviews the details, checks your account where necessary, and prepares a response. We aim to deal with each case on its own terms rather than sending a generic reply, so please bear with us if a matter requires a closer look before we can give you a complete answer.

Formal complaints and responsible gambling requests

If you feel that a standard query has not been resolved to your satisfaction, you have the right to raise a formal complaint. Please mark it clearly as a complaint when you contact us. We will acknowledge it separately and handle it through our internal complaints process. Should that process not result in a resolution you consider fair, you may escalate the matter to the relevant authority under our Curaçao licence. We will provide you with the appropriate escalation details at that stage.

Requests relating to deposit limits, cooling-off periods, and self-exclusion are treated with particular seriousness. If you ask us to apply any of these measures, we act on the request promptly. We do not apply waiting periods to responsible gambling requests, and we do not attempt to dissuade you from making them. If you are in the UK and reaching out about any of these matters, please contact us through the channels listed on this page and we will assist you directly.

One final point on security: we will never ask you for your password, your full card number, or any other sensitive credential via email or chat. If you receive a message claiming to be from us that asks for this kind of information, do not respond to it — contact us through the official channels on this page and let us know.