Behind every message you send us is a real person reading it. Our support team handles everything from account queries and payment questions to complaints and responsible gambling requests. They are authorised to investigate your account, liaise with our payments and compliance teams, and take direct action where needed — not just pass your message along.

When you get in touch, the more context you give us upfront, the more likely we are to resolve things in a single exchange. Let us know your registered username or the email address on your account, a clear description of the issue, and — where relevant — the date and approximate time something occurred. If your query relates to a transaction, include the payment method and the amount involved. You do not need to attach screenshots by default, but they can help if something looks visually wrong on your end.

What happens after you contact us

Once your message reaches us, it is logged and assigned to a member of the team. You will receive a confirmation that we have received it, and from that point your case is open until it is resolved. If we need anything further from you, we will say so clearly and in plain language. We will not close a case without letting you know the outcome.

If your concern is more serious — a dispute over a withdrawal decision, a bonus ruling you believe was applied incorrectly, or anything you feel was handled unfairly — please tell us explicitly that you are raising a formal complaint. Formal complaints follow a separate internal review process and are escalated beyond the initial support tier. If that process does not produce a resolution you are satisfied with, you have the right to escalate the matter to our licensing authority, Curaçao eGaming (GCB), under licence number ALSI-202509029-FI1.

Responsible gambling and account controls

Requests relating to deposit limits, cooling-off periods, and self-exclusion are treated differently from standard support queries. We take these seriously and act on them without delay. If you ask to self-exclude or take a break, we will not attempt to discuss the decision with you or suggest alternatives — we will simply process your request. Please contact us through the details provided on this page and state clearly what you need. Players in the UK are fully supported in making these requests and will be assisted in the same way as any other player on the site.

One final point on security: we will never ask you for your password, your full card number, or any one-time verification codes via email or chat. If you ever receive a message claiming to be from SpinFormula that asks for any of these, do not respond — contact us directly so we can investigate. Protecting your account is a shared responsibility, and we will always do our part.