If something has gone wrong, or you simply need clarification on how something works, we want to hear from you. The contact channels listed on this page connect you directly to the team responsible for your account — not an automated system that passes your message around indefinitely.

What to include when you get in touch

The quickest way to resolve something in a single exchange is to give us the right information upfront. When you contact us, please include the username or email address registered to your account, a clear description of the issue, and — where relevant — the date and approximate time it occurred. If your query relates to a transaction, the payment method used and the amount involved will help us locate the record without going back and forth. The more specific you are, the faster we can act without needing to ask follow-up questions.

Once your message reaches us, it is logged and assigned to a member of the support team who has the authority to review your account, investigate the issue, and take action where needed. That includes things like transaction queries, bonus eligibility questions, account verification, and technical problems with games. You will receive a response through the same channel you used to contact us.

Complaints and responsible gambling requests

If you feel your concern has not been handled properly, you have the right to escalate it as a formal complaint. A formal complaint is treated differently from a standard query — it is reviewed at a senior level and you will receive a written outcome. If you remain unsatisfied after that process, you may refer the matter to the relevant dispute resolution body available under our Curaçao licence. We will not obstruct or delay that process.

Requests relating to deposit limits, cooling-off periods, and self-exclusion are treated with particular seriousness. If you contact us to reduce a deposit limit or to take a break from playing, we act on that request without requiring you to justify it. Self-exclusion requests are processed as a priority — we do not treat them as routine queries. If you are struggling with your gambling and need to step away, please tell us clearly in your message and we will handle it accordingly.

One final point on security: we will never ask you for your password, your full card number, or any complete payment credentials through email or chat. If you ever receive a message claiming to be from Spin Kong that asks for this kind of information, do not respond to it — contact us directly through the channels on this page to report it. Protecting your account is a shared responsibility, and we take our side of that seriously.