If something isn't working the way it should, or you have a question you can't find the answer to, this page explains how to reach us and what to expect when you do.

Every message sent through our support channels is handled by a real member of our team — not an automated queue that goes nowhere. The people who respond to you are authorised to deal with account access issues, payment queries, bonus disputes, and general account management. If your question sits outside what a frontline agent can resolve, it is escalated internally rather than left sitting unanswered.

What to include in your message

The quickest way to get a resolution in a single exchange is to give us enough detail upfront. When you contact us, 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 question relates to a payment, include the transaction reference if you have it. The more specific you are, the less back-and-forth is needed, and the sooner we can sort things out for you.

Once your message reaches us, it is logged and assigned. You will receive an acknowledgement confirming we have it. From there, the relevant team member reviews the details and responds directly. We do not pass enquiries between departments unnecessarily — the person who picks up your message works to see it through.

Formal complaints and responsible gambling requests

If your issue is not resolved to your satisfaction through the standard support process, you have the right to raise a formal complaint. A formal complaint is treated separately from a routine query: it is reviewed at a higher level and you will receive a written response setting out our position. Should you remain dissatisfied after that, you may refer the matter to the Anjouan Gaming Authority, the body under whose licence SpinPolo operates.

Requests relating to deposit limits, cooling-off periods, and self-exclusion are handled with particular care. If you contact us about any of these, your request is not treated as routine — it is acted upon directly by a team member who is authorised to make those changes to your account. We take these requests seriously and will not ask you to wait through unnecessary steps.

One thing worth being clear about: we will never ask you for your password, your full card number, or any sensitive security credential by email or through any other channel. If you ever receive a message appearing to come from SpinPolo asking for this kind of information, do not respond — contact us immediately so we can investigate. Protecting your account security is part of what we are here for, and our team operates under strict protocols to make sure your personal information is never put at risk through our communications.

You can reach us using the contact details listed on this page. We are here to help you get to a resolution, and we will be straightforward with you throughout.