If something has gone wrong, you have a question that the help pages haven't answered, or you simply need a human to look at your account, this is the right place. Our support team handles everything from payment queries and bonus questions to technical issues and account verification. They are authorised to investigate and resolve the vast majority of issues directly, without you needing to escalate or repeat yourself to a different department.

What to include when you write to us

The single most useful thing you can do is give us enough information in your first message to act without having to ask follow-up questions. Tell us your registered username or the email address on your account, describe what happened and when, and — if it relates to a payment — include the transaction reference or the amount and method involved. If you received an error message, paste the exact wording if you can. The more specific you are, the more likely it is that we can resolve the matter in one exchange rather than several.

Once your message reaches us, it is logged and assigned to a member of the team. You will receive a confirmation so you know it has been received. From that point, the agent working on your case has access to your account history and transaction records, which means they can investigate properly rather than asking you to describe things we can already see. We work through enquiries in the order they arrive.

Responsible gambling requests and formal complaints

If you want to set a deposit limit, take a cooling-off break, or request a self-exclusion, please contact us directly and state clearly what you need. These requests are treated as a priority and are not subject to the same queue as general enquiries. We will not attempt to dissuade you or suggest alternatives — if you ask to be excluded, we act on that request. If you are unsure which option suits your situation, tell us what you are experiencing and we will explain the choices available to you.

A formal complaint is handled differently from a standard support query. If you feel your issue has not been resolved fairly, you can submit a written complaint and it will be reviewed by a senior member of the team rather than the agent who handled the original case. If that review does not resolve matters to your satisfaction, you have the right to refer the complaint to the Anjouan Gaming Authority, which is the licensing body under whose authority AlterSpin operates. We will not obstruct or discourage that process.

One final point worth being clear about: we will never ask you to share your password, your full card number, or any security code over email or chat. If you receive a message claiming to be from AlterSpin that asks for any of these details, do not respond to it and contact us through the channels listed on this page. Protecting your account security is a shared responsibility, and we take our part in that seriously.