If something has gone wrong, or you simply need clarification on how something works, we want to hear from you. The details for reaching our support team are listed on this page — this section explains what to expect once you do.

What our team can help with

The people who handle your messages are authorised to deal with the full range of account matters: payment queries, bonus conditions, verification steps, technical problems, and anything else that is stopping you from using your account the way you should be able to. You do not need to be escalated to a manager for most issues — the person reading your message can act on it directly.

To get your issue resolved in a single exchange, it helps to 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 transaction, include the amount and the payment method you used. The more specific you are, the less back-and-forth is needed.

Complaints and responsible gambling requests

If you feel your concern has not been handled fairly, you can raise a formal complaint. A formal complaint is treated differently from a standard query: it is logged, reviewed by a senior member of the team, and you will receive a written response that sets out our position. If you remain unsatisfied after that, you have the right to refer the matter to an independent dispute resolution body. We will tell you which body applies to your situation when we respond to your complaint.

Requests relating to deposit limits, cooling-off periods, and self-exclusion are treated as priority matters. If you contact us to reduce a deposit limit, request a break from play, or exclude yourself from the site, we will act on that request without delay. We will not attempt to dissuade you, offer you a counter-proposal, or ask you to wait. These requests go through immediately, and we take them seriously.

One thing worth being clear about: we will never ask you for your password, your full card number, or any security credential via email or chat. If you receive a message claiming to be from us that asks for any of these, do not respond to it — contact us through the channels listed on this page so we can look into it.

Whatever brought you here, we would rather you reached out than stayed stuck. Send us a message and we will work through it with you.