Reaching us
Contact the member team
One address, and a short list of what to put in the message. Everything below exists to get you a useful answer on the first reply instead of the fourth.
How to reach the team
This site publishes no contact details of its own. To reach a person, sign in to your account and use the help or support option there. If you cannot sign in, use the support channel on the official casino site your membership is with.
If you have been given a phone number, a postal address or a messaging-app contact somewhere else and it claims to be us, treat it the way the email authenticity page describes before acting on it.
Reach out from inside your own account wherever you can. It is already matched to you, so a request made that way usually needs one less exchange before anything can happen.
What to include
Always
- The email address on the account, so the team can match it.
- Which site or brand the account is on, if you hold more than one.
- What happened, in one or two plain sentences.
- When it happened: the date and the time, with your time zone.
- What you would like to happen next. A message that ends in a clear request gets a clear answer.
Where relevant
- Any reference, ticket or transaction number you have been given.
- The exact wording of an error message, or a screenshot showing it.
- For payments: the amount, the method, the last four digits and whether the money left your account.
- For technical faults: device, operating system, browser and version.
Never
A full password, a full card number, a card PIN or security code, an online banking password, or a one-time code sent to you by a bank or mail provider. None of these are needed to investigate anything, and a message containing them lingers wherever it is stored. If you have already sent one, change the credential rather than asking for the message to be deleted.
By topic, what to have ready
Whichever route you use, having the right detail to hand gets a useful answer on the first reply. By topic:
| Topic | Have ready |
|---|---|
| Cannot sign in | Account email, exact error text |
| Payment question | Amount, date and time, method, last four digits |
| Documents | What was asked for, what you sent, when |
| Limit, break or self-exclusion | Which control, what period, what start date |
| Membership status | The month in question, the level you are asking about |
| Checking a message | The message itself, with its headers if you can |
| Something on this site is wrong | The page address and what is wrong on it |
After you send it
Look for the reply where you raised the request — inside your account, or wherever the official support channel sends its answers, including its spam and promotions folders if it replies by email. Keep the conversation in one thread rather than starting a new one each time — a thread carries its own history, and a fresh message starts from nothing.
If you need to add something, reply on the existing thread rather than opening a separate one. If your situation changes — a payment arrives, a document is accepted, a fault stops happening — saying so is worth the thirty seconds it takes.