Whatever has brought you here — a payment that hasn't arrived, a question about your account, or something that simply isn't working as it should — we want to help you sort it out. The team behind AlterSpin handles enquiries directly, and the people who respond to you are authorised to act on account matters, review transactions, apply adjustments, and escalate anything that sits above their remit. You won't be passed around indefinitely.

Getting your issue resolved in one exchange

The single most useful thing you can do before contacting us is gather a little information first. If you include your registered username or email address, a clear description of what happened, the date and approximate time, and — for payment queries — the transaction reference or the amount and method involved, we can usually deal with it without needing to go back and forth. The more specific you are, the faster the path to a resolution. Vague messages slow things down for both of us, so plain and precise is always better.

Once your message reaches us, it is logged, assigned to a member of the support team, and worked through in the order it arrives. You will receive a response through the same channel you used to contact us. Nothing gets discarded or auto-closed without a reply.

Responsible gambling requests and formal complaints

If you are contacting us about a deposit limit, a cooling-off period, or self-exclusion, we treat those requests with a higher degree of urgency than standard queries. We will not delay or discourage them. If you ask to be excluded from the site, that instruction will be acted upon, and we will not send you promotional material during any period of self-exclusion or cooling-off. Please be as clear as possible about what you are asking for — whether it is a temporary break or a longer-term exclusion — so that we apply the right measure straight away.

If your concern is a formal complaint rather than a general query, please say so explicitly when you contact us. A complaint is treated as a separate matter: it is reviewed by a senior member of the team rather than handled as routine correspondence, and you will receive a written response that addresses each point you have raised. If you are not satisfied with the outcome after that process, you have the right to refer the matter to the Anjouan Gaming Authority, our licensing body, as an independent third party.

One final point that we consider important: we will never ask you to share your password, your full card number, or any authentication code by email or chat. If you receive a message that appears to come from AlterSpin asking for any of those things, do not respond — contact us immediately through the channels listed on this page so we can investigate. Protecting your account is a shared responsibility, and we take our side of that seriously.

Use the contact details elsewhere on this page to reach us. We are here, and we will respond.