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

What our team can help with

The people who handle your messages are authorised to deal with a wide range of account matters: payment queries, bonus questions, verification requests, technical issues, and anything else that affects your experience day to day. They are not a front-line filter — when you contact us, you are reaching people who can actually act on what you tell us.

To help us resolve your issue in a single exchange, it is worth including a few key details in your first message: your registered username or the email address on your account, a clear description of the problem, and — where relevant — the date and approximate time the issue occurred. If your query relates to a transaction, the payment method and amount will help us locate it straight away. The more context you give us upfront, the less back-and-forth is needed.

Once your message reaches us, it is logged and assigned. You will receive a confirmation, and the team member handling your case will follow up directly. Nothing sits in a queue unread.

Responsible gambling and formal complaints

If you need to set a deposit limit, take a cooling-off break, or request a self-exclusion, please tell us clearly in your message. These requests are treated as a priority and are not subject to the same handling flow as general queries. We will not attempt to dissuade you or delay action — your request will be processed as promptly as possible, and we will confirm once it has been applied to your account.

If your concern is a formal complaint rather than a routine query, say so when you write to us. A complaint is handled separately, with a written response that sets out our position and any action taken. If you remain unsatisfied after that process, you have the right to escalate the matter to the relevant authority under our Curaçao licence. We will provide you with the appropriate escalation details as part of our response.

One important note on security: we will never ask you for your password, your full card number, or any other sensitive credential via email or chat. If you ever receive a message claiming to be from Vegas Hero that asks for this kind of information, do not respond — contact us through the official channels on this page instead.

Players based in the UK are fully supported and welcome to contact us through any of the channels listed here. Whatever your question or concern, we are here to give you a straight answer.