If something has gone wrong, or you simply can't find the answer you need, we want to hear from you. There's a real team behind Spin Kong, and when you send us a message it goes to people who are authorised to look into your account, review transactions, and take action — not just read from a script.

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 context upfront. Let us know the username or email address registered to your account, a clear description of what happened, and — where relevant — the date, the game or transaction involved, and any reference numbers you have. The more specific you are, the less back-and-forth we need. If your question is about a withdrawal, tell us the amount and the method you used. If it's about a bonus, tell us which one and when you claimed it. That detail makes a real difference to how quickly we can get to the bottom of things.

Once your message reaches us, it is logged and assigned to a member of the team. You will receive a confirmation that we have it. From there, the handler works through the details of your case and comes back to you directly. We do not pass queries between departments unless there is a genuine reason to escalate, and if that happens, we will tell you.

Responsible gambling and formal complaints

If you need to set a deposit limit, take a cooling-off break, or request a self-exclusion, please contact us through the support channel and make that the subject of your message. These requests are treated as a priority and are not handled the same way as a general query. We will not place obstacles in the way of someone who needs to step back from play, and we will not ask you to justify the decision. If you are a player based in the UK, you are fully supported and can reach out to us at any time through the available contact channels.

If your concern is a formal complaint rather than a standard support query, tell us that clearly. A complaint is logged separately and reviewed at a senior level. If we are unable to resolve it to your satisfaction internally, we will explain what options are available to you for taking the matter further, including any relevant external bodies. We will not leave you without a path forward.

One final point on security: we will never ask you for your password, your full payment card number, or any other sensitive credential through email or chat. If you ever receive a message claiming to be from us that asks for this kind of information, do not respond to it — contact us through the official channel listed on this page and let us know. Protecting your account is something we take seriously, and that means being straightforward about what we will and will not ask of you.