If something has gone wrong, or you simply have a question you cannot find the answer to, this page explains how to reach us and what to expect when you do.

Who handles your message and what they can do

Our support team is made up of people who are authorised to act on account matters directly — not just to log a ticket and pass it on. That means they can investigate payment queries, clarify bonus terms, adjust account settings, and handle most issues without escalation. If your query does require a senior review, your message will be passed internally and you will be kept informed of where things stand. You do not need to chase a separate department yourself.

Players based in the United Kingdom are fully supported and can contact us through any of the channels listed on this page. There are no restrictions on who can reach out to us.

How to get a resolution in a single exchange

The single most useful thing you can do before writing to us is gather the relevant details in advance. Include your registered username or the email address on your account, a clear description of what happened, and — where relevant — the date and approximate time of the event, the game or transaction involved, and any reference numbers you have. The more clearly you describe the situation, the less back-and-forth is needed and the sooner we can reach a conclusion.

If your query relates to a withdrawal, let us know the payment method you used and the amount. If it is about a bonus, mention which promotion and when you opted in. We are not trying to make this harder than it needs to be — we just need enough context to act rather than ask follow-up questions.

Responsible gambling requests

If you want to set a deposit limit, take a cooling-off break, or self-exclude from the site, please contact us directly and state clearly what you need. These requests are treated as a priority and are not subject to standard processing queues. We will confirm when the measure has been applied. If you are in any doubt about whether a restriction is active on your account, ask us and we will check immediately.

Security — what we will never ask you

We will never ask you to share your password, your full payment card number, or your PIN via email or any chat channel. If you receive a message purporting to be from Vegas Hero that asks for any of these details, do not respond to it and contact us straight away. Legitimate verification requests from our team will only ever ask for information that confirms your identity in a way that does not compromise your account security — for example, the last four digits of a card, or confirmation of your registered date of birth.

If you have a formal complaint that cannot be resolved through our standard support process, you have the right to escalate it. We will acknowledge your complaint and work through it in good faith. Should you remain unsatisfied after our internal process is complete, you may refer the matter to the relevant dispute resolution body under our Curaçao licence. Details of that process are available on request.

Use the contact options on this page to get in touch. We will do our best to give you a straight answer.