Behind every message you send, there is a real team reading it. Our support staff are authorised to handle the full range of account matters — from payment queries and verification hold-ups to bonus disputes and technical issues with games. If something has gone wrong or simply does not make sense, writing to us is the right move.

What to include when you get in touch

The quickest way to get your issue resolved in a single exchange is to give us enough to work with straight away. Please 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 event. If your query relates to a transaction, the payment method used and the amount involved will help us locate the record without asking you to repeat yourself. The more context you provide upfront, the less back-and-forth is needed.

One thing we will never ask you for, through any channel, is your full password, your card's full number, or your PIN. If you ever receive a message claiming to be from SpinFormula that requests any of those details, do not respond and let us know immediately. Legitimate account verification may require us to confirm your identity, but we do that through our standard document process — not by asking for sensitive credentials over email or chat.

Responsible gambling requests and formal complaints

If you need to set a deposit limit, take a cooling-off break, or request a self-exclusion, please make that clear in your message and we will treat it as a priority. These requests are not routine account queries — they carry a duty of care, and we process them accordingly. We would rather act quickly on a responsible gambling request and ask questions afterwards than delay while we gather information.

A formal complaint is handled differently from a standard support query. If you feel your issue has not been resolved to a reasonable standard, you can escalate it by stating explicitly that you wish to raise a complaint. At that point your case is logged separately, reviewed by a senior member of the team, and you will receive a considered response rather than a first-line reply. Should the complaint remain unresolved after that internal process, you have the right to refer the matter to the relevant external dispute resolution body under our Curaçao eGaming licence.

Players based in the UK are fully supported and welcome to contact us through any of the channels listed on this page. Wherever you are writing from, we aim to treat every message with the same straightforwardness we would want if the situation were reversed. Use the contact details provided on this page, tell us what is happening, and we will take it from there.