If something isn't working the way it should, or you simply have a question about your account, we want to hear from you. The details for reaching us are listed on this page — this section explains what to expect once you do.

What to include when you get in touch

The quickest way to get your issue resolved in a single exchange is to give us everything we need upfront. Let us know your registered username or the email address on your account, describe what happened and when, and — if it relates to a payment — include the transaction reference and the amount involved. The more clearly you can describe the situation, the less time we spend going back and forth asking for clarification, and the sooner we can actually help you.

Our support team is authorised to handle the full range of account matters: deposit and withdrawal queries, bonus eligibility, account verification, technical problems, and general questions about how the site works. If your question falls outside those areas, we will tell you honestly and point you in the right direction.

Responsible gambling requests

If you want to set a deposit limit, take a cooling-off break, or self-exclude from SpinPolo, please contact us directly and state clearly what you need. We treat these requests as a priority. A self-exclusion request, in particular, will be acted upon as soon as it is received — we will not ask you to wait, and we will not try to talk you out of it. If you are in a difficult moment, please just tell us what you need and we will handle it without delay.

Requests of this kind are handled by the same team that manages general support, but they are flagged and processed separately to make sure nothing slips through. Once a restriction is in place, you will receive confirmation.

Formal complaints

If you feel your issue has not been handled fairly, you have the right to raise a formal complaint. Start by contacting us through the usual channels and marking your message clearly as a complaint. We will acknowledge it and work through the matter with you. If we are unable to reach a resolution that satisfies you, your complaint can be escalated to the Anjouan Gaming Authority, the licensing body that regulates SpinPolo under licence number ALSI-202509029-FI1. A formal complaint follows a different internal process from a standard query, and we will explain the next steps to you if it reaches that point.

One thing we want to be clear about: we will never ask you to share your password, your full payment card number, or any sensitive security credential over email or chat. If you ever receive a message claiming to be from SpinPolo that asks for information like this, 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 with any query or concern. Whatever brought you to this page, we are here to deal with it properly.