Contact us

Last updated 25 September 2026

The quickest way to reach us is live chat inside your account, open every day of the year. If you cannot log in, email works just as well, and the same team answers both.

Ways to reach us

Live chat opens from the help icon once you are logged in. To get there, use the Login button.

Help us help you faster

• Write from the email address registered on your account, so we can find it straight away.
• Include your username, never your password. We will never ask for it.
• For a payment, add the date, amount and method used.
• For a bet or game, add the bet ID or game name and the approximate time.
• Screenshots help, especially for anything that looked wrong on screen.

Common questions

I cannot log in

Use the password reset link on the sign-in screen; the code arrives by email within a minute or two. If your account is locked after several attempts, email us and we will unlock it once we have confirmed it is you.

My withdrawal is pending

Most pending withdrawals are waiting for identity documents. Check your account inbox for a request, or upload your ID and proof of address from the verification page. Once approved, debit card payouts usually arrive within 10 minutes.

My bonus is not showing

Check that you ticked the offer when you made the deposit and that the deposit method qualifies. Skrill and Neteller deposits do not. If both are fine, live chat can look at it and credit anything that is missing.

A bet was settled wrongly

Send us the bet ID. We check settlement against the official result and correct it if we got it wrong, with the difference credited to your balance.

I want to change my details

You can update your email and phone number in account settings. A change of name or address needs a document, which you can upload from the same page.

My verification email has not arrived

Check your spam or promotions folder first, then make sure the address in your account is spelled correctly. You can resend the email from the verification page. If it still does not arrive within ten minutes, contact us and we will verify the address manually.

My deposit was declined

The most common reasons are a credit card (not accepted in Great Britain), a card registered to a different name, or a bank that blocks gambling payments on request. Try a debit card in your own name, PayPal or Apple Pay. If your bank has a gambling block you set yourself, we will not help you work around it.

My free spins are not in the game

Free spins appear when you open Bigger Bass Splash from the lobby, not from a search result on another page. Reload the game once. If they are still missing, live chat can check the offer status and add them.

How do I change my deposit limit?

Go to the responsible gambling section of your account. Lowering a limit works straight away. Raising it starts a 24-hour cooling-off period, after which you confirm the change.

I want to take a break

You can set a time-out or self-exclude straight from your account, without contacting anyone. See safer gambling for how each option works.

I want to close my account

Ask through live chat or email. Any balance is paid out to you first. If the reason is gambling, we will suggest self-exclusion instead, because it also stops marketing and protects you on every product.

Complaints

If you are unhappy with something, tell us by live chat or email and say it is a complaint. It is logged with a reference number, investigated by someone who was not involved in the original decision, and answered in writing. We aim to send a final response within eight weeks, and most are resolved in a few days.

If you disagree with that final response, you can take the complaint free of charge to the independent alternative dispute resolution provider named in the account terms. You can also contact the Gambling Commission, which does not resolve individual disputes but uses complaints to check how operators behave.

Support hours and languages

Live chat and email are staffed every day, including bank holidays, Christmas Day and New Year's Day. Replies are in English. At the busiest times, such as Saturday afternoons and big race days, chat may take a few minutes longer to connect; the queue position is shown so you are never left guessing.

Payments, verification and safer gambling queries are handled by specialist teams. If a question needs one of them, the agent passes it on with your details and history, so you do not have to explain it twice.

Accessibility

If you use a screen reader, need larger text or would prefer to talk by email rather than chat, tell us and we will adapt. Our pages are built to work with keyboard navigation and assistive technology, and we welcome reports of anything that gets in the way.

Staying safe when you contact us

Our team will never ask for your password, the full number of your card or a code sent to your phone. Genuine messages from us arrive in your account inbox as well as by email, so if an email looks odd, check the inbox before clicking anything. Please forward suspicious messages to support and we will look into them the same day.

Operator details

Betsuna is operated by ProgressPlay Limited, registration number C 58305, Malta. Licensed and regulated in Great Britain by the Gambling Commission, account number 39335.