If something has gone wrong, something is unclear, or you simply need an answer before you can move forward, this page explains how to reach us and what to expect once you do.

Our support team handles a wide range of matters: account access issues, payment queries, bonus and wagering questions, technical problems during gameplay, and anything to do with your personal account settings. The people who receive your message are authorised to investigate and resolve these issues directly — you are not writing to a triage desk that passes everything upward. When a matter does need to be escalated internally, that happens on our side without requiring extra steps from you.

What to include when you write to us

The single most useful thing you can do is give us enough information to act without needing to write back and ask. Include your registered username or the e-mail address on your account, a clear description of the problem, and — where relevant — any transaction IDs, game names, or dates that relate to your query. A screenshot can help with technical issues, though it is never required. The more specific you are, the more likely it is that your query is resolved in one exchange rather than several.

There is one thing we will never do: we will never ask you to share your password, your full card number, or any one-time security code via e-mail or any other support channel. If you receive a message asking for any of these details and it claims to come from Clean Wins, do not respond to it — contact us through the channel listed on this page and let us know.

Responsible gambling requests

If you need to set a deposit limit, take a cooling-off break, or request a self-exclusion, please tell us clearly in your message. Requests of this kind are treated with priority and are not subject to the same handling flow as general queries. We will not attempt to dissuade you, offer you a counter-proposal, or delay acting on a self-exclusion request. Once a self-exclusion is confirmed, it takes effect as quickly as possible and we will not send you marketing communications during that period.

If your concern is more serious — for instance, if you believe a decision we have made is unfair and a standard support exchange has not resolved it — you have the right to raise a formal complaint. Let us know explicitly that you wish to make a complaint rather than a general enquiry, and we will handle it through our internal complaints process. Should that process not produce a resolution you consider satisfactory, you have the option to refer the matter to our licensing authority, the Anjouan Gaming Authority.

Players based in the United Kingdom are fully supported and welcome to contact us through any of the channels shown on this page. There are no restrictions on who can reach out to our team.

Use the contact details provided elsewhere on this page to get in touch. We read every message and we will respond.