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 — is made up of real people who are authorised to look into account issues, payment queries, bonus disputes, and general technical problems. When you reach out, your message goes directly to someone who can act on it, not just acknowledge it.

To help us resolve your issue in a single exchange rather than a back-and-forth, it makes a real difference to include a few key details when you write to us. Let us know the username or email address registered to your account, a clear description of what happened and when, and — if it relates to a payment — the method used and the approximate amount involved. The more context you give us upfront, the quicker we can get to the bottom of it without having to come back to you for more information.

Formal Complaints

A standard query and a formal complaint are handled differently, and it's worth knowing the distinction. If you're unhappy with how a situation has been dealt with and feel it hasn't been resolved to a reasonable standard, you can escalate the matter as a formal complaint. We'll acknowledge it, investigate it properly, and respond with a considered outcome. If you remain unsatisfied after that process, the matter can be referred to the relevant authority under our licence with the Anjouan Gaming Authority (licence number ALSI-202509029-FI1). We won't discourage you from doing so — that escalation route exists precisely for situations where we and a player can't reach an agreement.

Responsible Gambling Requests

Requests relating to deposit limits, cooling-off periods, and self-exclusion are treated as a priority. If you contact us about any of these, we will not ask you to wait through a standard queue or justify your decision. These requests are processed as soon as they are received and confirmed. If you want to reduce how much you deposit, take a break, or exclude yourself from the site entirely, just tell us clearly in your message and we will act on it without delay.

One final thing worth saying plainly: we will never ask you to share your password, your full card number, or any other sensitive security credential over email or chat. If you ever receive a message claiming to be from SpinPolo that asks for this kind of information, do not respond to it and let us know immediately. Legitimate communication from us will never require you to hand over details that could compromise your account. Keeping your account secure is something we take seriously, and that means being transparent about what we will and won't ask for.

You'll find the available contact channels listed on this page. Whichever one you use, your message reaches the same team with the same authority to help.