We want every conversation with our support team to end with your issue resolved and your question answered. This page explains how that process works, what to include when you write to us, and how we handle the matters that sit outside a routine enquiry.

Getting Your Message to the Right Place

Every message we receive goes to a team authorised to handle account queries, payment questions, bonus disputes, and technical problems. These are not frontline staff who escalate everything — they can act on your account directly. When you get in touch, the more context you give us from the start, the quicker we can move. Let us know your registered username or the email address on your account, describe what happened and when, and if something went wrong with a transaction, include the amount and the payment method you used. That single exchange is usually all we need to reach a resolution without going back and forth.

Once your message is submitted, it enters our queue and is picked up in order. You will receive a confirmation that we have it. From there, a member of the team reads it, checks your account, and responds with either a resolution or, if we need something further from you, a specific follow-up question — not a generic holding reply.

Responsible Gambling Requests and Formal Complaints

If you want to set a deposit limit, take a cooling-off break, or self-exclude, please tell us clearly in your message. Requests of this kind are treated as a priority and handled separately from standard account queries. We will not ask you to wait or to justify the request — if you tell us you need a break or a limit, we act on it. Self-exclusion in particular is applied as soon as it is processed, and we will confirm when it is in place.

A formal complaint is different from a standard query. If you feel your issue has not been resolved fairly, you can raise it as a complaint and it will be escalated within our team to someone with the authority to review the full history of the matter. If we are unable to reach a resolution that satisfies you, we will explain what further steps are available to you, including any relevant regulatory routes under our licence with the Anjouan Gaming Authority.

One final point on security: we will never ask you for your password, your full card number, or your PIN — not by email, not through any contact channel. If you ever receive a message claiming to be from us and asking for those details, do not respond to it and let us know. Protecting your account is something we take seriously, and that means being clear about what we will and will not ask for.

Players based in the UK are fully supported and welcome to contact us through the channels listed on this page. Whatever brought you here, we are glad you reached out.