If something has gone wrong, you have a question you cannot find an answer to, or you simply need clarification on how something works, this page explains how to reach us and what to expect once you do.

Who handles your message and what they can do

Our support team handles the full range of player enquiries — account access, payment questions, bonus queries, technical issues, and anything else that comes up during your time with us. The people who receive your message are authorised to take direct action on your account where needed, not simply to pass you along to someone else. If your issue requires a decision rather than just information, they can make it or escalate it to someone who can.

To help us resolve your query in a single exchange, it is worth including a few things when you write to us: the username or email address registered to your account, a clear description of what happened and when, and — if relevant — the name of the game or payment method involved. The more context you give us upfront, 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 getting in touch to set a deposit limit, take a cooling-off break, or request a self-exclusion, please say so clearly at the start of your message. We treat these requests with priority and handle them separately from general queries. A self-exclusion request, in particular, will be acted upon as quickly as possible once we have confirmed your identity — we will not ask you to wait through a standard queue. These are not administrative formalities to us; they are commitments we take seriously.

On the subject of identity: we will never ask you to share your password, your full card number, or any other sensitive credential over email or chat. If you ever receive a message claiming to be from AlterSpin that asks for this kind of information, do not respond to it and contact us directly through the channels listed on this page. Legitimate support requests from our side will never require you to hand over details of that nature.

Formal complaints

If your concern is not resolved through standard support and you feel it warrants a formal complaint, let us know and we will treat it as such. A formal complaint is logged separately, reviewed by a senior member of the team, and responded to with a written outcome. If you remain unsatisfied after that process, you have the right to refer the matter to the Anjouan Gaming Authority, the licensing body under which AlterSpin operates, licence number ALSI-202509029-FI1. We will provide you with the relevant contact information for that body if you reach that stage.

Players in the United Kingdom are fully supported when contacting our team, and UK-based enquiries are handled in the same way as all others — no additional barriers, no different process.

Use the contact channels listed on this page to reach us. We will get back to you.