If something has gone wrong, you have a question you cannot answer yourself, or you simply need a hand with your account, we are here and we want to sort it out. This page explains how to reach us, what to include when you do, and what happens next.

Getting Your Message to the Right Place

Our support team handles the full range of account matters — verification, deposits, withdrawals, bonus queries, and technical issues. The people who receive your message are authorised to act on your account directly, so you are not writing to a relay service. You can find the available contact channels on this page; choose whichever suits you.

To avoid a back-and-forth, please include your registered username or the email address on your account, a clear description of the issue, and — where relevant — the date and time it occurred or the transaction reference number. The more specific you are, the more likely we are to resolve things in a single exchange. If your query relates to a payment, attaching a screenshot of the transaction helps considerably.

Once your message reaches us, it is logged and assigned. You will receive a confirmation so you know it has not disappeared. We work through messages in the order they arrive, and someone with the authority to resolve your issue will respond directly rather than passing you along a chain.

Complaints, Responsible Gambling, and Security

If you feel your concern has not been handled fairly, you can escalate it as a formal complaint. A complaint is treated differently from a standard query: it is reviewed by a senior member of the team, and you will receive a written outcome. If you remain unsatisfied after that internal review, you have the right to refer the matter to the relevant external authority. We will not obstruct that process.

Requests relating to deposit limits, cooling-off periods, and self-exclusion are treated as priority matters. If you contact us asking to restrict or close your account for responsible gambling reasons, we will act on that request without delay and without attempting to dissuade you. Please be explicit in your message that this is what you need, so it is handled correctly from the outset.

On the subject of security: we will never ask you for your password, your full card number, or your PIN — not by email, not in chat, not by any other means. If you receive a message claiming to be from SpinBob that asks for any of those details, do not respond to it and contact us immediately. Legitimate account verification may require documents such as proof of identity or address, but those requests will always come through our secure verification process, not as a casual message asking you to type sensitive information into a reply.

We know that reaching out to support is rarely something you do when everything is going well. We take that seriously, and we will deal with your message straightforwardly and without deflection.