If something isn't working the way it should, or you simply have a question about your account, we want to hear from you. The contact details for reaching our support team are listed on this page — this section explains what to expect once you get in touch, and how we handle different kinds of requests.

Getting your issue resolved in one go

The single most useful thing you can do before contacting us is to gather the relevant details in advance. Let us know your registered username or the email address on your account, describe what happened and when, and — if it relates to a payment or a bonus — include the transaction reference or the promotion name. The more clearly you can describe the situation, the more likely we are to resolve it without needing to go back and forth. Our team is authorised to deal with account queries, payment questions, bonus disputes, and technical difficulties directly. You do not need to escalate routine matters elsewhere first.

Once your message reaches us, it is read by a real person on the support team. We do not use automated responses to close tickets. Your message is reviewed, matched to your account, and a response is prepared based on what you have actually told us. If we need something further from you, we will ask for it clearly and specifically.

Complaints and responsible gambling requests

If you feel that your concern has not been handled fairly, or that a decision has been made in error, you have the right to raise a formal complaint. A formal complaint is treated separately from a standard query — it is logged, reviewed by a senior member of the team, and you will receive a written outcome. Should you remain unsatisfied after that process, you may refer the matter to the relevant alternative dispute resolution body. We will provide you with the appropriate contact information at that stage.

Requests relating to deposit limits, cooling-off periods, and self-exclusion are handled with particular care. If you ask us to restrict your account in any of these ways, we act on that request promptly and without placing obstacles in your path. These are not standard account changes — they are treated as priority matters. If you are asking for a self-exclusion, please state that clearly in your message so it is not delayed in any queue.

One thing we will never do: we will never ask you to share your password, your full payment card number, or any one-time security code via email or chat. If you receive a message claiming to be from Clean Wins that asks for any of these, do not respond to it and contact us immediately through the details on this page. Protecting your account security is a shared responsibility, and we take our side of that seriously.

Whatever the reason you are reaching out, we are here to help you get a clear answer and move forward.