If something has gone wrong, or you simply need clarity on your account, we want to hear from you. The details for reaching us are listed on this page — this section explains 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, who are authorised to deal with the full range of account matters: payment queries, bonus conditions, verification requests, technical problems, and anything else affecting your experience. They are not a filtering layer — they have the authority to act on your account directly and to escalate internally when a situation requires it. You will not be passed between departments for routine issues.

To help us resolve your query in a single exchange, it is worth including your registered username or email address, a clear description of the issue, and — where relevant — the date and approximate time it occurred. If the query concerns a payment, include the amount and method. The more context you give us upfront, the less likely we are to need a follow-up before we can act.

Responsible gambling requests and formal complaints

If you want to set a deposit limit, take a cooling-off break, or self-exclude, please contact us directly and state clearly what you need. These requests are not treated as ordinary account queries — they are acted on as a priority. We will not encourage you to reconsider or delay the process. Once a self-exclusion is in place, it cannot be reversed within the period you have chosen, and we will not accept wagers from your account during that time. If you are unsure which option suits your situation, tell us what you are experiencing and we will explain the choices available to you.

If your concern is a formal complaint — meaning you believe we have acted incorrectly or that a standard query has not been resolved to your satisfaction — please tell us that explicitly when you write in. Formal complaints follow a separate internal process and are logged and reviewed at a senior level. If we are unable to reach a resolution that satisfies you, you have the right to refer the matter to the relevant alternative dispute resolution body under our licence. We will provide you with the appropriate contact information at that stage.

One final point on security: we will never ask you for your full password, your PIN, or your payment card security code through any contact channel. If you receive a message claiming to be from us that asks for any of these details, do not respond to it and let us know. Legitimate identity checks may require you to confirm your name, date of birth, or the last few digits of a payment method — nothing more sensitive than that.

Whatever has brought you to this page, we are here to work through it with you.