If something has gone wrong, a payment isn't behaving as expected, or you simply need clarification on how something works, this page explains how to reach us and what to expect once you do.

Our support team handles the full range of account and transaction queries — verifying accounts, investigating payment delays, clarifying bonus conditions, correcting errors, and anything else that affects your experience with us. The people you reach have the authority to act on your account directly, so you are not being filtered through a script before someone with actual access looks at your situation.

What to include when you write to us

The single biggest cause of a back-and-forth exchange is a message that doesn't contain enough information for us to act immediately. To give us everything we need in one go, please include your registered username or the e-mail address on your account, a clear description of the issue, the date and approximate time it occurred, and — for payment queries — the transaction amount and method used. With those details in front of us, we can usually resolve or escalate your query without needing to ask follow-up questions. You do not need to include your password; in fact, we will never ask you for your password, your full card number, or any other sensitive credential through any channel. If you ever receive a message claiming to be from SpinBob and asking for that kind of information, do not respond to it and let us know immediately.

Responsible gambling requests and formal complaints

If you want to set a deposit limit, take a cooling-off break, or self-exclude, please make that clear at the start of your message. These requests are treated separately from standard queries and are acted upon as a priority. We will not attempt to negotiate or delay while offering you an alternative. Once you have made one of these requests, it is processed directly and you will receive confirmation when it has been applied to your account.

Most issues are resolved through the standard support channel, but if you feel your concern has not been handled properly, you have the right to raise a formal complaint. A formal complaint is reviewed by a member of the team who was not involved in the original exchange. If that process still does not produce a resolution you consider acceptable, you may refer the matter to the Anjouan Gaming Authority, under whose licence SpinBob operates. We will provide you with the relevant contact information for the authority if it reaches that stage.

Players in the United Kingdom are welcome to contact our support team, and your queries will be handled in exactly the same way as any other account holder. Write to us through the contact details listed on this page and we will take it from there.