Support and Complaints

Customer support can help with your account, verification, deposits and withdrawals, bonuses, personal limits and self-exclusion. Start with support when something is unclear or has gone wrong.

How to reach us

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

Keep your account contact details current. Messages sent using the details in your account are treated as delivered when we send them.

Making a formal complaint

Try to resolve the issue with support first. If it remains unresolved, submit the complaint form within six calendar months of the issue. Only the account holder may complain. We do not accept a complaint from a relative, agent, affiliate or other third party.

Give us your full name, home address and account ID, say when the problem happened and when you are sending the complaint. Describe the issue clearly and attach relevant documents, screenshots or other evidence. Send the completed complaint form through the contact channels above.

When will you hear from us?

For responsible gambling cases, we acknowledge the complaint within 2 business days and target a resolution within 5 business days. A further review may extend the process by up to 2 weeks, with an additional 2 weeks possible if your delay causes it.

For other complaints, we acknowledge receipt within 7 calendar days and target a resolution within 28 calendar days. Complex cases or delayed player documents may add up to 4 weeks. A complaint may be closed if you do not cooperate or provide requested material within 4 weeks.

After our final decision

If you remain dissatisfied, you may take the matter free of charge to an independent alternative dispute resolution service after completing our internal process. The disputed value must be at least EUR 2,000. Its decision is binding on you, although you keep the right to seek judicial review where the law permits, and the request must be made before court proceedings begin.

Courtesy matters

Keep your messages to support respectful. Profanity, threats, abuse or spam may lead us to suspend your support access or restrict your account.