If something has gone wrong, or you simply need clarification on how something works, we want to hear from you. The contact details for each available channel are listed on this page. This page explains what to expect once you reach out, and how we handle different kinds of requests.

What to include when you get in touch

The single biggest reason a support exchange takes more than one message is missing information. When you contact us, please include your registered username or the email address on your account, a clear description of the issue, and — where relevant — the date and time it occurred, the game or transaction involved, and any reference numbers you have. The more precisely you describe what happened, the sooner we can look into it without having to come back to you with follow-up questions. You do not need to justify why you are asking; just tell us what is going on.

One thing we will never do: we will never ask you to share your password, your full card number, or any authentication token via email or chat. If you ever receive a message purporting to be from AlterSpin that requests any of those details, do not respond to it and let us know immediately. Our team has no need for that information to resolve account or payment queries.

How complaints are handled

Most issues — a delayed withdrawal, a bonus query, a login problem — are standard support matters and are handled directly by our team, who are authorised to investigate account activity, review transaction records, and apply corrections where something has gone wrong on our side.

If you feel your issue has not been resolved to your satisfaction, you can escalate it as a formal complaint. A formal complaint is treated differently from a routine query: it is logged separately, reviewed at a senior level, and you will receive a written response addressing the substance of what you have raised. If that process still does not resolve things to your satisfaction, you have the right to refer the matter to the relevant external body under our licence with the Anjouan Gaming Authority.

Requests relating to responsible gambling — including setting deposit limits, taking a cooling-off break, or self-excluding from the site — are treated as priority matters. You do not need to give a reason, and these requests are not delayed or subject to the same handling queue as general queries. If you need to reduce your access to the site or step away entirely, tell us clearly in your message and we will act on it promptly. Players in the UK are fully supported when contacting us about any of these measures.

We are a real team behind this site. When you write to us, a person reads it and works on it. We cannot promise every situation has a straightforward fix, but we can promise that your message goes somewhere, and that you will hear back with a substantive response rather than an automated deflection.