If something has gone wrong, you have a question you cannot find an 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 write to us

The single most useful thing you can do before hitting send is to give us enough information to act without needing to write back and ask. 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 event. If your question is about a transaction, the payment method and the amount will help us locate the record straight away. The more specific you are, the more likely we are to resolve things in one exchange rather than several.

Every message that comes in is handled by our support team, who are authorised to deal with account queries, payment questions, bonus and wagering matters, and technical issues. If something falls outside their remit, they will escalate it internally and let you know what is happening.

Responsible gambling requests and formal complaints

If you want to set a deposit limit, take a cooling-off break, or self-exclude from PawBets, please tell us clearly in your message. We treat these requests as a priority and will not attempt to talk you out of your decision or delay acting on it. Self-exclusion requests in particular are processed as promptly as we are able, and once in place they are not reversed on request alone — a cooling-off period applies before any reinstatement is considered.

A formal complaint is different from a standard support query. If you feel that a matter has not been resolved to your satisfaction after going through our support team, you can ask for your complaint to be escalated. We will acknowledge it, review it, and give you a written response. Should you remain dissatisfied after that process, you have the right to refer the matter to an independent dispute resolution body. We will provide the relevant details at that stage.

One thing we will never do: we will never ask you to share your password, your full card number, or any other sensitive security credential over email or chat. If you ever receive a message claiming to be from us that asks for this kind of information, do not respond to it — contact us directly through the channels on this page so we can investigate.

We know that getting in touch with support usually means something has not gone the way you expected. We take that seriously, and we will do our best to give you a straight answer.