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 we will never ask you for.

Getting in touch and what to include

You can reach us through the contact channels listed on this page. Whichever channel you use, the same team handles your message — people who are authorised to look into account matters, payment queries, bonus questions, and responsible gambling requests. They can make decisions; they are not a relay service.

To avoid back-and-forth, include the following when you write to us: the username or email address registered to your account, a clear description of the issue, the date and time it occurred if relevant, and — for payment queries — the transaction reference or amount. The more specific you are, the more likely we are to resolve things in a single exchange rather than asking follow-up questions.

Once your message reaches us, it is logged and assigned. You will receive a confirmation, and the agent handling your case will work through it with the information you have provided. If they need something further, they will ask for one specific thing rather than a broad request for documents.

Responsible gambling requests and formal complaints

If you are writing to us about a deposit limit, a cooling-off period, or self-exclusion, please say so clearly at the start of your message. These requests are treated with priority and handled separately from standard account queries. We will not ask you to justify the request or wait through a standard queue. If you want to reduce your limits or step away from the site for a period, we will action that without delay.

A formal complaint is different from a general query. If you feel your issue has not been resolved fairly, you can escalate it by telling us explicitly that you are raising a formal complaint. We will acknowledge it as such and handle it under our complaints procedure. If we are unable to reach a resolution that satisfies you, we will explain the next steps available to you, including any external escalation routes available under our licence with the Anjouan Gaming Authority.

One final point on security: we will never ask you for your password, your full card number, or your PIN — by email, by chat, or by any other means. If you receive a message claiming to be from SpinBob that asks for any of these, do not respond and contact us immediately through the channels on this page. Protecting your account is a shared responsibility, and we take our side of it seriously.

We know that contacting support is rarely something you do when everything is going well. We will treat your message with the attention it deserves.