Behind every message you send, there is a real team of people whose job is to sort things out. We handle everything from routine account questions to more sensitive matters, and the same team is authorised to act on what you raise — not just acknowledge it and pass it on.

What to include when you write to us

The quickest way to get a resolution in a single exchange is to give us enough to work with straight away. When you get in touch, please include your registered username or the email address on your account, a clear description of the issue, and — where relevant — the date, time, and amount involved in any transaction you are querying. If something has gone wrong with a game round, the game title and round ID (usually shown in the game history) will help us trace exactly what happened. The more specific you are, the less back-and-forth is needed before we can act.

Once your message reaches us, it is logged and assigned to a team member who has the access and authority to investigate. You will not be passed around between departments for standard account, payment, or game-related queries. Where we need to verify your identity before making any change to your account, we will ask you through our secure internal process — and it is important that you know we will never ask for your password, full card number, or any PIN via email or chat. If you receive a message claiming to be from us that requests this kind of information, do not respond and let us know immediately.

Responsible gambling and formal complaints

If you want to set a deposit limit, take a cooling-off break, or request a self-exclusion, please tell us explicitly in your message so it is prioritised correctly. These requests are treated differently from general queries — they are handled with urgency and are not subject to the same processing flow as a billing question or a bonus enquiry. We take our duty of care seriously, and no request of this kind will be delayed or redirected unnecessarily.

If you have a complaint rather than a general query, please make that clear from the outset. A formal complaint is reviewed by a senior member of the team and follows a structured process with a written outcome. If you are not satisfied with how we have resolved your complaint internally, you have the right to escalate the matter to the relevant external authority under our licence. Details of that process are available on request. We would always rather resolve things directly with you first, but we will not obstruct you from taking a complaint further if you feel that is necessary.

Whatever brings you to this page, we want to hear from you. There is no such thing as a question that is too small or a concern that is too awkward to raise.