If something has gone wrong, or you simply need a hand with your account, we want to hear from you. The contact channels listed on this page connect you directly to the team responsible for resolving player issues. We are not a call centre reading from a script — the people who receive your message are authorised to act on it.

Our support team can handle account queries, payment questions, bonus and wagering concerns, verification requests, and responsible gambling measures. If your issue falls outside what front-line support can resolve, they will escalate it to the appropriate person within Win Top Ltd and keep you informed of progress.

What to include when you write to us

The single most common reason a query takes more than one exchange to resolve is missing information. To help us deal with your issue in one go, please include your registered username or the e-mail address on your account, a clear description of what happened, and — where relevant — the date and approximate time of the event, the game or transaction involved, and any reference numbers you have received. You do not need to attach documents unless we ask for them, but having them ready will speed things along if we do.

Once your message reaches us, it is logged, assigned, and reviewed by a member of the team. You will receive a reply through the same channel you used to contact us. We do not close tickets without a resolution or a clear explanation of why one is not possible.

Formal complaints and responsible gambling requests

A standard query and a formal complaint are handled differently. If you feel your issue has not been resolved fairly, you can raise it as a formal complaint by stating that clearly in your message. Formal complaints are reviewed at a senior level within Win Top Ltd. If we are unable to reach a resolution that satisfies you, we will explain the next steps available to you under our licensing authority, Curaçao eGaming (licence number ALSI-202509029-FI1).

Requests relating to deposit limits, cooling-off periods, and self-exclusion are treated with particular urgency. If you need to reduce your deposit limit, take a break, or exclude yourself from the site, please contact us through the details on this page and state your request clearly. These requests are not subject to the same queue as general enquiries — they are acted upon as a priority, and we will confirm in writing once the measure is in place.

Finally, a word on security. We will never ask you for your password, your full card number, or your PIN — not by e-mail, not via chat, and not by any other means. If you receive a message claiming to be from Woolbet that asks for any of these details, do not respond to it and contact us immediately. Protecting your account is a shared responsibility, and we take our part in that seriously.