Contact and Complaints

Ask support

Live chat is available 24/7. You can also e-mail [email protected].

The support team can help with account access, login problems and profile details. If you have forgotten your password, choose “Can't access your account?” from the login area and follow the recovery steps.

Contact support when you need help with verification documents, a deposit or withdrawal, bonus terms, account limits or self-exclusion. Refund requests also go to support. Include enough transaction or account detail for the team to understand the issue, but never send your password.

Start with support

If you are dissatisfied with a service, product, promotion or account decision, first contact support by live chat or e-mail. The team will try the available routes to resolve the issue and can escalate it internally when needed.

Make a formal complaint

If support does not resolve the matter, e-mail [email protected] within six months of the relevant incident. Add the facts, the outcome you want and any supporting documents. All complaint information and communication must be in English.

We acknowledge a complaint within 24 hours, confirm how it will be handled and provide an estimated timeline. We aim to resolve it within 14 business days. A complex case may take up to 4 weeks. In exceptional circumstances, this may be extended by up to 4 more weeks, and we will keep you updated.

If we request information and you do not provide it within the required period, the complaint may be rejected or closed. Once a decision is ready, you receive a reasoned written outcome, or an explanation of why we were unable to deal with the case.

If the matter remains unresolved

You may take an unresolved dispute to EADR Ltd., the independent ADR service appointed for this purpose. Its service is free of charge.