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 bonus questions to technical issues and account verification. If something has gone wrong or you simply cannot find an answer, reaching out is the right move.

To help us resolve your issue in a single exchange, it makes a real difference to include a few key details when you write to us: your registered username or the email address on your account, a clear description of what happened, and — where relevant — the date and approximate time of the event in question. If your query relates to a transaction, the payment method used and the amount involved will help us locate the record straight away. The more context you give us upfront, the less back-and-forth is needed.

What Happens After You Get in Touch

Once your message reaches us, it is logged and assigned to a member of the team with the appropriate access to look into it. You will receive a confirmation that your message has been received. From there, we work through the detail of your query and come back to you with a direct response — not a template, but an answer specific to your situation. If we need anything further from you, we will ask clearly and explain why.

If your concern is more serious and you feel it has not been resolved to your satisfaction through the standard process, you have the right to raise a formal complaint. A formal complaint is treated separately from a routine query: it is escalated within the team and reviewed at a higher level. Should that process still not lead to a resolution you consider fair, you retain the right to seek independent dispute resolution through the relevant authority under our Curaçao licence.

Responsible Gambling Requests

If you need to set a deposit limit, take a cooling-off break, or request self-exclusion, please contact us directly and state clearly what you need. These requests are treated as a priority. We do not ask you to justify them or wait through a standard queue — we act on them as promptly as the process allows. If you are in a difficult moment, say so; we will handle your message with care.

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

You can find our contact details — including the channels available to you — elsewhere on this page. We are here, and we are listening.