If something has gone wrong, or you simply need a hand with your account, we want to hear from you. The details for reaching us are listed on this page — this section explains what to expect once you do.

What our support team can help with

The people who handle your messages are authorised to deal with the full range of account matters: payment queries, bonus and wagering questions, verification requests, technical issues, and anything else that affects your ability to use the site. You do not need to escalate a routine question — whoever picks it up has the authority to resolve it.

If your situation involves a deposit limit, a cooling-off period, or a self-exclusion request, please say so clearly at the start of your message. We treat these differently from standard queries. Responsible gambling requests are acted upon as a priority, and we will not try to talk you out of one or delay it while we ask unnecessary questions. Once a self-exclusion is in place, it stays in place.

How to get a resolution in one exchange

The single biggest reason a query takes more than one reply to resolve is missing information. When you write to us, include your registered username or the email address on your account, a clear description of what happened, the date and time if it is relevant, and — for payment issues — the transaction reference if you have it. That gives us everything we need to look into the matter without going back and forth.

Once your message reaches us, it is logged and assigned to a member of the team. You will receive a reply through the same channel you used to contact us. Nothing gets lost in a general inbox and left unanswered.

A word on security: we will never ask you for your password, your full card number, or your PIN — not by email, not through any chat channel, not ever. If you receive a message claiming to be from Woolbet that asks for any of those things, do not respond to it and let us know straight away.

Formal complaints

If you feel your issue has not been resolved to a satisfactory standard, you have the right to raise a formal complaint. Do this in writing, addressed to our support team, and mark it clearly as a complaint rather than a general query. We will acknowledge it and work through it with you. If we are unable to reach an agreement, you may refer the matter to the relevant dispute resolution body under our Curaçao eGaming licence. We will provide you with the appropriate contact details at that stage. We are operated by Win Top Ltd, and we stand behind the decisions made on this site.

Whatever brings you to this page, we would rather you got in touch than stayed stuck. Use the contact details below and we will take it from there.