Behind every message you send, there is a real team reading it. Our support staff are authorised to handle account queries, payment questions, bonus disputes, technical issues, and responsible gambling requests. If something has gone wrong or you simply cannot find an answer, reaching out through the contact channels listed on this page is the right place to start.

What to include when you write to us

The single biggest reason a query takes more than one exchange to resolve is missing information. When you contact us, please include your registered username or the email address on your account, a clear description of the issue, and — where relevant — the date and approximate time it occurred. If your query relates to a payment, include the transaction reference if you have it. With those details in hand, the person reading your message can act on it directly rather than writing back to ask for basics.

Once your message reaches us, it is logged and assigned to a member of the team. You will receive a confirmation that it has been received. From there, the agent handling your case works through it and responds to you directly. We do not route standard queries through automated systems that cannot make decisions — a person reads what you have written and replies accordingly.

Complaints and responsible gambling requests

If you feel your query has not been resolved to your satisfaction, you have the right to escalate it as a formal complaint. A formal complaint is treated separately from a routine support exchange: it is reviewed at a senior level, and you will receive a written outcome. Should that outcome still not satisfy you, SpinFormula operates under the authority of Curaçao eGaming (licence number ALSI-202509029-FI1), and you may refer the matter to that regulatory body as an independent escalation point.

Requests relating to deposit limits, cooling-off periods, and self-exclusion are handled with particular care. If you contact us asking to restrict or close your account for responsible gambling reasons, that request is not treated as a standard account query — it is prioritised and processed without delay. We will not attempt to dissuade you, offer you a bonus, or suggest you reconsider. If you need a break or a limit, tell us and we will act on it.

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 receive a message claiming to be from SpinFormula that asks for any of those things, do not respond to it — contact us through the official channels on this page instead so we can investigate. Protecting your account is a shared responsibility, and we take our side of it seriously.

Players based in the United Kingdom are fully supported when contacting our team, and all of the above applies to you without exception.