Behind every message you send us is a real person reading it. Our support team handles enquiries across the full range of account matters — deposits and withdrawals, bonus queries, verification, technical issues, and responsible gambling requests. They are authorised to take action on your account directly, not simply to pass your message along and ask you to wait.

If you are reaching out because something has gone wrong, the clearest thing you can do is give us what we need to resolve it in one exchange. That means including your registered username or the email address on your account, a description of what happened and when, and — where relevant — the name of the game or payment method involved. The more specific you are, the less back-and-forth is needed.

What happens after you get in touch

Once your message reaches us, it is logged and assigned to a team member who has the access and authority to look into it properly. You will receive a confirmation that we have received your enquiry, and the team member handling it will follow up through the same channel you used. We do not close tickets without a resolution or an explanation, and if we need anything further from you, we will ask clearly and specifically.

If your concern is not resolved to your satisfaction through standard support, you have the right to raise a formal complaint. A formal complaint is treated differently from a routine query — it is escalated within the team and reviewed at a senior level. If it remains unresolved after that internal process, you may refer the matter to the relevant dispute resolution body under our Curaçao eGaming licence. We will provide you with the appropriate details at that stage.

Responsible gambling requests

Requests relating to deposit limits, cooling-off periods, and self-exclusion are handled with priority and without delay. If you contact us to reduce a deposit limit or to take a break from your account, we will act on that request promptly — we will not attempt to dissuade you or introduce unnecessary steps. Self-exclusion requests are treated as permanent unless you have explicitly requested a temporary cooling-off period. If you are unsure which option is right for you, tell us what you are experiencing and we will help you understand what is available.

One thing we want to be clear about: 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 SpinFormula that asks for this kind of information, do not respond to it — contact us directly through the channels listed on this page so we can investigate. Protecting your account security is something we take seriously, and legitimate support will never require you to compromise it.

Players based in the UK are fully supported and welcome to contact us through any of the available channels. Whatever your question or concern, we are here to deal with it directly.