If something has gone wrong, or you simply need a hand with your account, we want to hear from you. The details for reaching our support team are listed on this page — please use whichever channel suits you best.

What our team can help you with

The people who handle your messages are authorised to deal with the full range of account matters: verifying your identity, reviewing deposits and withdrawals, adjusting bonus queries, and resolving technical issues with games. If your question touches on responsible gambling — including deposit limits, cooling-off periods, or self-exclusion — those requests are treated with priority and handled separately from general queries. We take them seriously, and if you raise one, it will not be delayed or bundled in with routine correspondence. You can request a self-exclusion or a cooling-off break at any time, and we will act on it promptly.

If you are a player based in the United Kingdom, you are fully supported when contacting us, and our team is equipped to assist you in the same way as any other player on the site.

How to get your issue resolved in one exchange

The quickest way to reach a resolution is to give us enough information in your first message. Please include your registered username or the email address on your account, a clear description of the problem, and — where relevant — the date and approximate time the issue occurred. If it relates to a specific game or transaction, include that reference too. The more context you provide upfront, the less back-and-forth is needed.

Once your message reaches us, it is logged and assigned to a member of the team. You will receive a confirmation that it has been received, and from there it moves through our internal process until it reaches someone with the authority to resolve it. We do not pass queries around unnecessarily — the aim is a direct answer from someone who can actually act on it.

If your concern is more serious and amounts to a formal complaint — for example, a dispute over a withheld withdrawal or a bonus decision you believe was applied incorrectly — please make that clear in your message. Formal complaints follow a separate internal review process. If that process does not produce an outcome you are satisfied with, you have the right to escalate the matter to an independent body. We will provide guidance on how to do that if it becomes necessary.

One important point on security: we will never ask you for your password, your full card number, or any other sensitive credential via email or chat. If you receive a message claiming to be from us that asks for this kind of information, do not respond to it — contact us directly through the channels listed on this page so we can investigate.

We are operated by Excite Ultra Media Ltd and licensed under the Anjouan Gaming Authority (licence number ALSI-202509029-FI1). There is a real team behind this site, and when you write to us, a real person reads it.