If something has gone wrong, or you simply need clarification on how something works, we want to hear from you. The details for reaching us are listed on this page — this section explains what to expect once you do.

What to include when you get in touch

The single most useful thing you can do is give us enough information in your first message to act without needing to go 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 name of the game, the transaction ID, or the date and time something occurred. The more specific you are, the more likely we are to resolve things in one exchange. Our support team is authorised to handle account queries, payment questions, bonus disputes, and technical problems. If your question touches on something outside their remit, they will escalate it to the right person internally and let you know.

Formal complaints and responsible gambling requests

A standard query and a formal complaint are handled differently. If you feel your issue has not been resolved to a reasonable standard, you have the right to raise a formal complaint. In that case, please state clearly that you are making a formal complaint so it can be logged and treated accordingly. If the complaint remains unresolved after going through our internal process, you may refer the matter to the relevant dispute resolution body under our licence with the Anjouan Gaming Authority (licence number ALSI-202509029-FI1).

Requests relating to deposit limits, cooling-off periods, and self-exclusion are treated with particular urgency. If you contact us about any of these, please say so explicitly at the start of your message. We will not treat these as routine queries. Self-exclusion requests, in particular, are acted upon as a priority — we will not use the processing time to encourage you to reconsider.

One thing worth stating plainly: we will never ask you for your password, your full card number, or any sensitive security credential over email or chat. If you receive a message claiming to be from SpinBob that asks for any of these, do not respond to it and contact us through the channels listed on this page so we can investigate.

Whatever brought you here, we will deal with it directly. There is a real team behind this site, and your message goes to people who have the authority and the information to help.