Whatever has brought you here — a question about a withdrawal, a bonus that hasn't landed, or something that simply doesn't look right on your account — we want to hear from you and sort it out properly. The contact details for reaching our support team are available on this page; what follows explains how we handle things once you get in touch.

What to include when you write to us

The single biggest reason a conversation takes longer than it should is missing information. If you can tell us your registered username or the email address on your account, describe what happened and when, and note any transaction or game reference if one is relevant, we can usually deal with your issue in one exchange rather than going back and forth. You do not need to over-explain — a clear, brief description of the problem is more useful than a lengthy account.

One thing we will never ask you to send via email or any other written channel is your full payment card number, your password, or any security credentials tied to your account. If you ever receive a message that appears to come from us requesting any of those details, please do not respond to it and let us know immediately. Legitimate support messages from our team will never ask for that information.

How we handle your message and what happens next

When your message reaches us, it goes to a team that is authorised to look into account matters, payment queries, bonus disputes, and general technical issues. We work through enquiries in the order they arrive. You will receive a confirmation that your message has been received, and a member of the team will follow up directly with either a resolution or a request for any further detail needed.

If your concern is more serious — for example, you feel a decision affecting your account has been made unfairly — it can be raised as a formal complaint rather than a standard query. Formal complaints are reviewed at a senior level. If we are unable to reach a resolution that satisfies you through our internal process, you have the right to escalate the matter to an independent body. Details of the relevant escalation route are included in our Terms and Conditions.

Requests relating to responsible gambling — such as setting a deposit limit, taking a cooling-off break, or placing a self-exclusion on your account — are treated with priority. These are not ordinary support tickets. If you contact us to request any of these measures, please say so clearly at the start of your message so the team can act on it without delay. We take these requests seriously, and they are handled in line with the commitments set out in our responsible gambling policy.

Players based in the United Kingdom are fully supported when contacting our team, and there is no restriction on reaching out from a UK address. Whichever channel you use, you will be speaking to the same team with the same authority to help. We are here to give you a direct answer, not a scripted one.