If something has gone wrong, you have a question you cannot find the answer to, or you simply need a hand with your account, we want to hear from you. The details for reaching us are listed on this page — please use whichever channel suits you best.

What to include when you get in touch

The quickest way to reach a resolution in a single exchange is to give us everything we need upfront. When you contact us, please include your registered username or the email address on your account, a clear description of what has happened, and — where relevant — the date and approximate time of the event, the game or transaction involved, and any reference numbers you have to hand. The more context you provide, the less time we spend going back and forth before we can actually help you.

Once your message reaches us, it is picked up by a member of our support team who has the authority to investigate account issues, clarify bonus terms and wagering requirements, look into payment queries, and escalate anything that sits outside their direct remit. You will not be passed between departments unnecessarily; the person who picks up your case will see it through or hand it to the right person with full context attached.

Responsible gambling and account restrictions

If you are contacting us about a deposit limit, a cooling-off break, or a self-exclusion request, please say so clearly in your first message. These requests are treated differently from standard queries. We will not ask you to wait, reconsider, or jump through additional steps — we will action the request as a priority. If you are asking to self-exclude, that instruction will be processed without delay, and we will not send you promotional material once it is in place. Your wellbeing is not something we balance against commercial considerations.

On the subject of security: we will never ask you for your password, your full card number, or your PIN — not by email, not via any chat channel, and not by any other means. If anyone contacts you claiming to be from SpinBob and asks for this kind of information, do not respond and let us know immediately. Legitimate account verification, when we need it, involves documents you upload through your account area, not sensitive credentials sent to us directly.

If your issue is not resolved to your satisfaction through our standard support process, you have the right to raise a formal complaint. Please mark it clearly as a complaint rather than a general enquiry so that it follows the correct internal path. If we are unable to reach an outcome that satisfies you, you may refer the matter to the relevant external dispute resolution body. We will provide guidance on that process if it becomes necessary.

We are here to help — reach out through the contact details on this page and we will do our best to sort things out.