If something isn't working the way it should, or you simply have a question you can't find the answer to, we want to hear from you. The contact channels listed on this page connect you directly to the team responsible for your account — not an automated queue that disappears into silence.

Who handles your message and what they can do

Every message that comes in is handled by a member of our support team who has the authority to act on your account directly. That means they can look into payment queries, review bonus conditions, investigate technical issues with games, and make adjustments where something has clearly gone wrong. You don't need to escalate to a manager for routine matters — the person who reads your message can resolve most things without passing you around.

If you're writing about a deposit limit, a cooling-off period, or a self-exclusion request, please say so clearly at the start of your message. We treat these differently from standard queries. Responsible gambling requests are not subject to the same back-and-forth as a general question — we act on them promptly and without asking you to justify yourself. If you want to restrict your account in any way, that instruction will be followed.

How to get your issue resolved in one exchange

The single most useful thing you can do before writing to us is gather the relevant details. Include your registered username or the email address on your account, a description of what happened and when, and — if it relates to a payment — the transaction reference or the amount and method involved. The more specific you are, the less likely we are to need a follow-up before we can help you.

Once your message reaches us, it is logged and assigned. You will receive a response through the same channel you used to contact us. We do not close tickets without a resolution or an explanation, and if we need more information from you, we will tell you exactly what we need and why.

If your concern isn't resolved to your satisfaction through our standard support process, you have the right to raise a formal complaint. A formal complaint is reviewed separately from routine support and is handled with a written response that sets out our position clearly. Should that still not resolve matters, you may refer your complaint to the relevant external authority. We will not obstruct that process.

One final point on security: we will never ask you for your password, your full payment card number, or any authentication code sent to your phone or email. If you ever receive a message claiming to be from AlterSpin that asks for any of these, do not respond to it — contact us through the official channels on this page instead and let us know.

We're here because you're here. Use the contact options below and we'll take it from there.