If something isn't working the way it should, or you simply have a question, we want to hear from you. The details for reaching us are listed on this page — what follows explains how we handle what you send us, so you know what to expect.

What our support team can help with

The people who handle your messages are authorised to deal with the full range of account matters: deposit and withdrawal queries, bonus eligibility, account verification, technical issues, and anything else that affects your experience. If your question touches on something that needs escalating — for example, a disputed transaction or a concern about how your account has been managed — the agent handling your case will either resolve it directly or pass it to the appropriate person within our team at Excite Ultra Media Ltd. You will not be bounced between departments without explanation.

When you write to us, the more detail you include, the more likely we are to resolve things in a single exchange. Your registered username or email address, the date and approximate time the issue occurred, and a clear description of what happened will all help us get to the bottom of things without needing to come back to you for basics. If the issue relates to a payment, include the transaction reference if you have it.

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 take a break from the site, we will act on that request promptly — we do not apply delays or attempt to dissuade you. Self-exclusion requests are handled as a priority and, once confirmed, are applied to your account without a cooling-off window. If you are in any doubt about how to make one of these requests, just tell us what you need in plain terms and we will take it from there.

If your concern is a formal complaint rather than a routine query — meaning you feel we have acted incorrectly and you want that recorded — please say so clearly when you contact us. Formal complaints follow a separate internal process and you will receive a written acknowledgement. Should a complaint remain unresolved after our internal process is exhausted, you have the right to refer the matter to the relevant external authority under our licence with the Anjouan Gaming Authority (licence number ALSI-202601040-FI2).

One thing worth stating plainly: we will never ask you for your password, your full card number, or any other sensitive credential via email or chat. If you ever receive a message claiming to be from us that asks for this kind of information, do not respond to it — contact us through the channels listed on this page and let us know.

Players based in the United Kingdom are fully supported and welcome to contact us through any of the available channels. Whatever your question or concern, reach out and we will deal with it directly.