If something isn't working the way it should, or you simply have a question about your account, this page explains how to reach us and what to expect once you do.

Who handles your message and what they can do

Every message that comes through our support channels is handled by a member of our team who is authorised to act on your account directly. That means they can investigate transaction issues, review bonus queries, look into verification hold-ups, and escalate anything that sits outside their immediate authority — without you needing to chase separately. You don't get passed between departments and then asked to explain yourself again. One person picks up your case and owns it through to resolution.

To make that process as straightforward as possible, it helps if you include a few things in your first message: your registered username or the email address on your account, a clear description of what happened, and — for anything payment-related — the approximate date, amount, and method involved. The more specific you are, the more likely it is that we can resolve your query in a single exchange rather than going back and forth.

Formal complaints and responsible gambling requests

If you feel your concern has not been resolved to your satisfaction through our standard support process, you have the right to raise a formal complaint. Formal complaints are handled separately from routine queries and are reviewed at a senior level within the organisation. If we are still unable to reach a resolution that you consider acceptable, we will explain what further steps are available to you, including any relevant dispute resolution routes under our licence with the Anjouan Gaming Authority.

We treat requests related to deposit limits, cooling-off periods, and self-exclusion differently from ordinary support queries. These are not routine account changes — they are responsible gambling tools, and we handle them with that in mind. If you contact us to put any of these measures in place, that request is treated as a priority. We will not attempt to dissuade you, offer you an alternative, or apply unnecessary delay. If you want a self-exclusion or a cooling-off break, tell us clearly, and we will act on it.

One more thing worth stating plainly: we will never ask you for your password, your full card number, or any one-time security code — whether by email, live chat, or any other channel. If you ever receive a message that appears to be from us and asks for information of that kind, do not respond to it and let us know immediately. Our team has no reason to request those details, and a genuine message from us never will.

We are operated by CREDARA GROUP LTD, and we stand behind every interaction our support team has on our behalf. If you need to get in touch, the contact options available to you are listed on this page. We'll do our best to give you a straight answer.