If something has gone wrong, or you simply need clarity on how something works, we want to hear from you. The details for reaching us are listed on this page — what follows explains how to get the most from that conversation.

What our support team can resolve

The people who handle your messages are authorised to deal with account access, deposit and withdrawal queries, bonus eligibility, game faults, and document verification. If your question falls into any of those areas, a single exchange is usually enough to sort things out — provided you give us what we need up front.

To avoid unnecessary back-and-forth, please include your registered username or email address, a clear description of the issue, and any relevant transaction IDs or dates. The more specific you are, the more directly we can respond. Vague descriptions slow things down for everyone, and we would rather resolve your issue in one go.

Responsible gambling requests

If you are writing to us about a deposit limit, a cooling-off break, or self-exclusion, we treat those requests differently from standard support queries. They are not queued alongside general enquiries. Once we receive a request of this kind, it is acted on without delay and is not reversible within the period you specify. If you are in a position where you feel you need a break or want to restrict your account, please say so plainly in your message and we will prioritise it accordingly.

We will never ask you to justify or reconsider a responsible gambling request. It is your account and your decision, and we will follow your instruction.

Formal complaints

If your issue is not resolved to your satisfaction through standard support, you have the right to raise a formal complaint. A formal complaint is handled separately from routine queries and is reviewed by a member of the team with the authority to escalate decisions. Please state clearly in your message that you wish to raise a formal complaint, and set out what happened and what outcome you are looking for.

If a complaint remains unresolved after our internal process is exhausted, you may refer the matter to the relevant external authority. SpinBob is licensed by the Anjouan Gaming Authority under licence number ALSI-202509029-FI1, and that body provides an escalation route independent of us.

One important note on security: we will never ask you for your password, your full card number, or any sensitive authentication credential over email or chat. If you receive a message claiming to be from us that asks for any of these, do not respond to it and contact us immediately through the channel listed on this page.

We are here to deal with real issues. If something is not right, tell us plainly and we will work through it with you.