Whatever has brought you to this page — a payment that hasn't cleared, a question about your account, or something that simply isn't working as it should — we want to help you get it sorted. There is a real team behind Spin Kong, and the people who receive your messages are authorised to act on them, not just log them.

What to include when you get in touch

The quickest way to reach a resolution in a single exchange is to give us everything we need upfront. Include the username or email address registered to your account, a clear description of what happened, and — where relevant — the date and approximate time of the event you're asking about. If your question relates to a specific game round or transaction, the round ID or transaction reference is genuinely useful. The more context you give us, the less time we spend asking follow-up questions and the sooner we can give you a meaningful answer.

Once your message reaches us, it is assigned to a member of the support team who reviews the details, checks your account where necessary, and responds directly. We do not use automated replies as a substitute for a real answer. If your query touches on something that requires a second pair of eyes — a technical issue, for example, or a payment held at processor level — we will tell you that openly rather than send a holding response.

Responsible gambling and account restrictions

Requests relating to deposit limits, cooling-off periods, and self-exclusion are treated with particular care. If you contact us to reduce a deposit limit or to set a break from play, we will action that request without delay and without asking you to justify it. Self-exclusion requests are handled with the same urgency — once you tell us you want to exclude yourself from the site, we will not use that conversation as an opportunity to offer you anything else. If you are reaching out because you are concerned about your play, please say so clearly and we will focus entirely on that.

If you have a complaint rather than a general query, the process is slightly different. A complaint is a formal expression of dissatisfaction with a decision we have made or with the way your account has been handled. You can raise one through the same contact channels, but please mark it clearly as a complaint so it is routed correctly. We will acknowledge it and work through it with you directly. If we are unable to reach a resolution that satisfies you, the matter can be escalated to the relevant dispute resolution body under our Curaçao licence — we will provide you with the details for that step if it becomes necessary.

One thing we will never do: we will never ask you to share your full password, your card's full PIN, or any one-time security code via email or chat. If you ever receive a message claiming to be from us that asks for any of those things, do not respond to it — contact us immediately through the channels listed on this page so we can investigate. Keeping your account secure is a shared responsibility, and we take our part in that seriously.