Behind every message you send us is a real person reading it. Our support team handles everything from straightforward account questions to more sensitive matters — withdrawals that haven't arrived, bonus queries, and requests related to your wellbeing as a player. If something isn't working the way it should, reaching out is the right move, and we'll do our best to sort it in a single exchange wherever possible.

What to include when you write to us

The quickest way to get a resolution is to give us enough to work with straight away. When you contact us, include the username or email address registered to your account, a clear description of what happened, and — where relevant — the date and approximate time of the transaction or event in question. If your query involves a payment, the transaction reference number helps us locate it without going back and forth. The more specific you are, the less time we spend asking follow-up questions and the sooner we can give you a proper answer.

You can reach us through the contact channels listed on this page. We handle enquiries in English, and our team is authorised to resolve account access issues, payment queries, bonus disputes, and general technical problems. If a matter requires escalation beyond the frontline team, we'll tell you clearly and explain what happens next.

Responsible gambling and formal complaints

Requests relating to deposit limits, cooling-off periods, and self-exclusion are treated with priority and handled separately from standard support queries. If you ask us to restrict your account in any way, we act on that request without delay. We do not apply waiting periods or attempt to dissuade you. These requests can be made through the same contact channels, and you should state clearly in your message what you need so we can process it correctly.

If you feel your query has not been resolved to your satisfaction, you have the right to raise a formal complaint. A formal complaint is distinct from a general enquiry — it is a written record of a dispute that we are required to acknowledge and respond to within a defined process. If we are unable to reach a resolution between us, the matter can be referred to the relevant authority under our Curaçao licence. We will provide you with the appropriate 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 authentication code via email or chat. If you receive a message claiming to be from SpinFormula that asks for any of these, do not respond and contact us immediately through the official channels on this page. Protecting your account security is a shared responsibility, and we take our side of that seriously.

Players based in the UK are fully supported when contacting our team, and all enquiries are treated with the same care regardless of where you're writing from.