Spinbob Customer Support

How to contact the casino

There are three official routes to help. None of them involve a phone number, and we would treat any number claiming to be the casino’s with suspicion.

Live chat is reached through the chat bubble on every page once you are logged in, and from the Help Centre if you cannot sign in. The email ticket form sits in the Help Centre too: choose a topic, describe the issue and attach screenshots or documents where relevant. You will receive a ticket reference by email — keep it, because it is your proof of when you raised the issue.

What to prepare before contacting support

A little preparation gets your problem solved in one conversation rather than three:

• Your registered email address and full name — support verifies identity before discussing an account.
• The exact error message, ideally as a screenshot.
• Transaction details for payment issues: date, amount, method and any reference number.
• Game name and round time for disputed game results.
• Bonus name and when you opted in, for promotion questions.
• Your ticket reference if you are following up.

Never share your full password or card number. A genuine agent will not ask for either.

Response times in practice

Live chat normally connects in a few minutes, though evenings and weekends can bring short queues. Email tickets usually get a reply within 24 hours. Document reviews follow their own timescale — typically 24–72 hours — and chasing them every hour will not speed things up. For withdrawals, remember the internal pending period of up to 24 hours before the payment provider’s own timing kicks in; our withdrawal problems guide explains what is normal.

Getting the most from live chat

A few habits make chats quicker and keep a useful record:

• One issue per chat. Mixing a bonus question with a withdrawal query slows both down.
• Ask for a transcript. Most chat windows let you email yourself a copy at the end; save it alongside any ticket reference.
• Be specific about the outcome you want — a corrected balance, an explanation of a decision, or a document review update.
• Stay polite but persistent. If the first answer does not resolve things, ask for the issue to be escalated to a supervisor or the relevant team.
• Do not open duplicate tickets for the same problem; it can push your case back in the queue.

If you cannot log in at all, you can still reach live chat from the Help Centre. Our login problems guide may also solve the issue before you need to ask.

The complaints process

If support cannot fix something and you want to escalate, use the formal route:

IBAS decisions are based on the casino’s terms and the evidence both sides provide. The UK Gambling Commission (gamblingcommission.gov.uk) does not settle individual disputes, but you can report concerns about how an operator follows its licence conditions. UK-facing casinos must hold a UK Gambling Commission licence — check the licence details shown in Spinbob’s site footer against the Commission’s public register before you deposit.

Independent help and advice

If gambling is causing you worry, these free, confidential services are independent of any casino:

Inside your account you can also set deposit limits, take a time-out or self-exclude. Our responsible gambling page explains each tool.

Ask our guide team a question

Have a general question about how the casino works — bonuses, wagering, payment methods, verification or anything else covered on this site? Send it to us below.

Please note: this form goes to our guide’s editorial team at choicestudy.co.uk, not to the casino’s customer support. We are an independent guide, we cannot see or change your account, and we cannot process payments, unlock accounts or reverse decisions. For anything specific to your account, contact Spinbob’s own 24/7 live chat. We use the questions we receive to improve our guides and our FAQ page.

Frequently asked questions