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 team behind SpinPolo — operated by Win Top Ltd — handles enquiries directly, and the people who read your message are authorised to act on it. That means account queries, payment issues, bonus disputes, and technical problems can all be resolved without your message being passed around indefinitely.

To help us sort things out in a single exchange, it makes a real difference if you include your registered username or the email address on your account, a clear description of what happened, and — where relevant — the date and approximate time of the event. If your question involves a payment, adding the transaction reference or the amount and method used will save us both a follow-up. The more context you give us upfront, the quicker we can give you a concrete answer rather than asking you to clarify.

What happens after you get in touch

When your message comes in, it is logged and assigned to a member of the support team. You will receive an acknowledgement so you know it has been received. From there, the team member handling your case reviews the details against your account and works towards a resolution. If the matter needs input from another department — payments or technical, for example — your case stays open and you are kept informed. Nothing gets closed without a response to you.

If you feel your concern has not been resolved to your satisfaction after going through our standard support process, you have the right to raise a formal complaint. A formal complaint is treated separately from a routine query: it is escalated internally and reviewed at a higher level. Should that process still not produce an outcome you consider fair, you may refer the matter to the relevant external dispute resolution body. Details of how to do that are available on request.

Responsible gambling and account safety

Requests relating to deposit limits, cooling-off periods, and self-exclusion are treated as priority matters. If you contact us about any of these, please state clearly what you are asking for and we will act on it promptly. We take these requests seriously and will not attempt to dissuade you or delay the process.

One final point on security: we will never ask you for your password, your full payment card number, or any one-time verification code — not by any channel, ever. If you receive a message that appears to be from us and asks for any of these details, do not respond to it and contact us immediately through the official channels listed on this page. Protecting your account is a shared responsibility, and we will always do our part.