If something has gone wrong, or you simply have a question you cannot find the answer to, this page explains how to reach us and what to expect when you do.

Our support team handles a wide range of issues directly: account access problems, transaction queries, bonus disputes, verification questions, and general gameplay concerns. The people who pick up your message have the authority to investigate your account, liaise with our payments team, and apply resolutions without passing you around. You do not need to repeat yourself to multiple departments for the majority of issues.

What to include when you get in touch

The single biggest cause of a back-and-forth exchange is a message that does not give us enough to act on. To get your issue resolved in one exchange, please include your registered username or the email address on your account, a clear description of what happened, and — where relevant — the date and approximate time of the incident. If your query relates to a transaction, include the amount and the payment method you used. If it concerns a specific game, name the game. The more precise you are, the less we need to ask you before we can help.

Once your message reaches us, it is logged and assigned to a member of the team. You will receive a confirmation that we have it. From that point, the agent works through the details, checks your account history where needed, and comes back to you with either a resolution or, if something requires escalation, a clear explanation of the next step and who is handling it.

Responsible gambling requests

If you are contacting us to request a deposit limit, a cooling-off break, or a self-exclusion, we treat that differently from a standard support query. These requests are prioritised and handled with care. Please be direct about what you need — tell us the type of restriction, the amount or duration you want, and we will act on it. We will not try to talk you out of it or suggest alternatives unless you ask us to. If you want to self-exclude, we will process that promptly and you will not receive promotional communications from us during the exclusion period.

On the subject of formal complaints: if you raise an issue and feel that our response has not resolved it fairly, you can escalate it to a formal complaint. Let us know explicitly that you wish to do this and we will treat your message accordingly, with a written response from a senior member of the team. If you remain unsatisfied after that process, you have the right to refer the matter to the relevant regulatory authority under our licence.

One thing we will never do: we will never ask you for your password, your full card number, or your PIN via email or chat. If you ever receive a message claiming to be from Spin Kong that requests this kind of information, do not respond to it and contact us immediately through the channels listed on this page. Protecting your account security is a shared responsibility, and we take our side of that seriously.

Use the contact details elsewhere on this page to reach us. We will get back to you.