Contact Hellspin Casino

Need assistance with your account, have questions about bonuses, or experiencing technical issues? Our support team is available 24/7 to help resolve any concerns. Multiple contact methods ensure you can reach us through your preferred channel.

Live Chat Support - Available 24/7

Fastest way to get help. Live chat connects you directly with support agents in under 2 minutes typically. Access live chat through the chat icon on any page of the website (bottom right corner).

Best for: Account questions, deposit/withdrawal issues, bonus inquiries, technical problems, game queries, and urgent matters requiring immediate assistance.

How it works: Click the chat icon, provide your name and email (or login first for faster service), describe your issue, and an agent will respond within minutes. Chat history saves in your account for reference.

Support agents can access your account details, transaction history, and technical logs to diagnose problems quickly. For account-specific issues, logging in before starting a chat speeds up resolution.

Email Support

For non-urgent inquiries or detailed questions requiring documentation. Email responses typically arrive within 24 hours, sometimes faster depending on inquiry complexity.

Contact through: Account settings contact form (recommended) or through support email links provided in account correspondence.

Best for: Detailed complaints, document submission, account verification follow-up, policy questions, and matters requiring written records.

When sending email: Include your account username or registered email, detailed description of the issue, any relevant screenshots or documentation, and your preferred resolution. Specific details help support resolve issues faster.

Before You Contact Us

Check the FAQ section - many common questions are answered there, potentially solving your issue immediately without waiting for support.

Review account history - for payment or transaction questions, check your account history first. Sometimes deposits take a few minutes to process or withdrawals are still pending verification.

Read bonus terms - bonus-related questions often stem from misunderstanding wagering requirements or game restrictions. Review the specific bonus terms before contacting support.

Try basic troubleshooting - for technical issues, clear your browser cache, try a different browser, or switch between WiFi and mobile data to isolate the problem.

Having this information ready saves time and helps support resolve your issue faster.

Information to Include in Your Contact

For account issues: Your username, registered email address, and detailed description of the problem.

For payment problems: Transaction ID, payment method used, exact amount, date and time of transaction, and any error messages received.

For bonus questions: Specific bonus name, when you claimed it, deposit amount, and what issue you're experiencing.

For technical problems: Device type (mobile/desktop), browser name and version, operating system, exact error messages, and what you were doing when the issue occurred.

For game issues: Exact game name, what happened (froze, crashed, incorrect payout), bet amount, and approximate time the issue occurred.

Screenshots are extremely helpful for technical or game-related problems. Capture any error messages or unexpected behavior to help support understand and resolve the issue.

Expected Response Times

Live Chat: Under 2 minutes during normal hours, potentially 5-10 minutes during peak periods (Friday/Saturday evenings).

Email: 12-24 hours for standard inquiries, up to 48 hours for complex issues requiring investigation or escalation to specialized departments.

Document Verification: 24-48 hours after submission, though simple verifications sometimes complete within a few hours.

Withdrawal Processing: Varies by payment method - e-wallets 24-48 hours, crypto 1-3 hours, bank transfers 3-5 business days. These are processing times after verification approval.

Weekend inquiries may take slightly longer as some departments operate with reduced staffing. Urgent matters can be escalated by mentioning the urgency to live chat agents.

Complaints and Escalation

If you're unsatisfied with initial support responses, request escalation to a supervisor or manager. Clearly explain why the current resolution is unsatisfactory and what outcome you're seeking.

For unresolved disputes, contact information for our licensing authority is available upon request. As a Curacao-licensed casino, formal complaints can be submitted to the licensing body if internal resolution attempts fail.

Most issues resolve through direct communication with support. Escalation procedures exist for cases where standard support channels don't achieve satisfactory resolution.

Business and Partnership Inquiries

For business partnerships, affiliate program questions, or media inquiries, use the designated business contact forms in your account or request business contact information through live chat.

General player support cannot handle business inquiries - they'll redirect you to appropriate departments with dedicated business contact channels.

Social Media and Community

While we may maintain social media presence for announcements and promotions, official support is only provided through live chat and email as described above. Direct messages on social platforms are not monitored for support requests.

For account security, never share personal information, account credentials, or payment details on social media. Always use official support channels for sensitive matters.

Feedback and Suggestions

We value player feedback about game selection, bonus structures, platform features, and overall experience. Share suggestions through email or mention them during live chat conversations.

While we can't implement every suggestion, player feedback influences development priorities and helps us understand what matters most to our community.

Language Support

Primary support language is English. Our team can assist players from various countries, though English communication ensures fastest and most accurate resolution.

For players more comfortable in other languages, we recommend using translation tools during chat sessions if needed. Support agents will work with you to ensure clear communication regardless of language barriers.

Quick Contact Summary

Remember: Login before contacting support for faster service and immediate access to your account details. Have relevant transaction IDs or screenshots ready when reporting specific issues.