If something has gone wrong, or you simply have a question you cannot answer yourself, we want to hear from you. The details for every channel we operate — including live chat and our support form — are listed on this page. What follows explains how we handle what you send us and what you can expect in return.

Who handles your message and what they can do

Every message that comes in is handled by a member of our support team — people who have the authority to look into your account, review transactions, clarify bonus terms, and escalate anything that needs a second opinion. If you are writing about a withdrawal, a payment method, a game round you believe was recorded incorrectly, or anything else directly affecting your account, they are the right people to speak to. You do not need to address a specific department; just tell us clearly what has happened and we will route it to the right person.

To help us resolve your query in a single exchange, please include your registered username or email address, the date and time the issue occurred, and — where relevant — the name of the game or the transaction reference. The more specific you are, the less likely we are to need to come back to you with follow-up questions before we can act.

Responsible gambling requests

If you are writing to ask about deposit limits, a cooling-off break, or self-exclusion, we treat those requests with the same priority as any other account matter — there is no separate queue and no waiting period before the request is acknowledged. If you want a limit reduced or a self-exclusion applied, tell us clearly in your message and we will action it as quickly as the process allows. We will not try to talk you out of it or redirect you to a promotional offer. These are your controls and we respect that.

One thing worth knowing: we will never ask you to provide your password, your full card number, or any authentication code via email or chat. If you ever receive a message claiming to be from Clean Wins that asks for any of those details, do not respond to it — contact us through the channels listed on this page and let us know.

Formal complaints

Most issues are resolved through standard support contact, but if you feel your concern has not been addressed fairly, you have the right to raise a formal complaint. Let us know in writing that you wish to do so, and we will handle it through our internal complaints process. If that process does not produce a resolution you consider satisfactory, you can refer the matter to the Anjouan Gaming Authority, the licensing body under whose authority we operate. We will always provide you with the relevant contact information if it reaches that stage.

Whatever brings you to this page, we are here to deal with it directly. Reach out through any of the channels listed below and we will take it from there.