We know that when something has gone wrong — or when you simply cannot find the answer you need — the last thing you want is to feel like you are shouting into a void. There is a real team behind Clean Wins, and when you reach out, a real person reads what you send and works to resolve it.

Our support team is authorised to handle a broad range of issues: account access problems, questions about pending withdrawals, bonus queries, payment method concerns, and general site navigation. If your issue touches on something that requires a higher level of sign-off — such as a disputed transaction or a matter with regulatory implications — your message will be escalated internally and you will be kept informed of progress.

What to include when you get in touch

The single most effective thing you can do to get your issue resolved in one exchange is to give us the right information upfront. Please include the username or email address registered to your account, a clear description of what happened, and — where relevant — the date and time of the event, the game or payment method involved, and any reference numbers you have. The more specific you are, the less back-and-forth is needed. You should also let us know what outcome you are hoping for; it helps us route your message to the right person immediately.

Once you submit a message, it enters our queue and is assigned to a team member. You will receive confirmation that it has been received. From that point, the team member handling your case owns it — they are not passing it around, and they have the context of everything you sent.

Responsible gambling requests and formal complaints

If you are contacting us about a deposit limit, a cooling-off period, or self-exclusion, we treat those requests differently from standard queries. They are not subject to any waiting period on our end. We take them seriously, process them promptly, and we will not try to talk you out of any restriction you ask for. If you request self-exclusion, that request will be actioned as a priority.

A formal complaint — meaning a dispute that you feel has not been resolved to your satisfaction through normal support — follows a separate path. You should mark it clearly as a complaint when you submit it. It will be reviewed by a senior member of the team and you will receive a written response. If you remain unsatisfied after that process, you have the right to refer the matter to the relevant external authority. We will not obstruct that process.

One thing we will never do: we will never ask you for your password, your full card number, or any security credential via email or chat. If you receive a message purporting to be from us that asks for any of those things, do not respond to it — contact us directly through the channels listed on this page to report it.

Players based in the United Kingdom are fully supported and welcome to contact us through any of the channels available. We are here to help, and we will be straight with you.