If something has gone wrong, or you simply have a question you cannot find an answer to, we want to hear from you. This page explains how our support process works so you know what to expect when you reach out.

Who handles your message and what they can do

Every message that comes in is handled by our support team, who are authorised to deal with the full range of account matters — from payment queries and bonus questions to account verification and technical issues. They work directly within the platform, which means they can look at your account, identify what has happened, and act on it without having to pass you between departments for most standard issues. If your query sits outside what the front-line team can resolve on their own, they will escalate it internally and keep you informed.

To help us resolve your issue in a single exchange rather than a back-and-forth, it is worth including a few things when you write to us: your registered username or the email address on your account, a clear description of the problem, the date and approximate time it occurred, and — where relevant — any transaction reference or game title involved. The more context you give us upfront, the less likely we are to need to come back to you with follow-up questions before we can act.

Responsible gambling requests and formal complaints

If you need to set a deposit limit, take a cooling-off break, or request a self-exclusion, please contact us directly through the support channels listed on this page. We treat these requests with priority. A self-exclusion or cooling-off request will not be delayed or talked through as though it needs justification — if you ask for one, we action it. We would rather you take the time you need than feel that getting help with this is complicated.

If you have a complaint rather than a general query, please tell us clearly that it is a complaint when you get in touch. This matters because complaints follow a separate internal process: they are logged formally, reviewed by a senior member of the team, and responded to with a written outcome. If you are not satisfied with how we resolve your complaint, you have the right to escalate it to the relevant regulatory authority. Details of our licensing authority are available in our Terms and Conditions.

One thing we will never do: we will not ask you to share your password, your full card number, or any other sensitive security credential over email or chat. If you ever receive a message claiming to be from Woolbet that asks for this kind of information, do not respond to it and let us know immediately. Legitimate account verification may require identity documents, but that process is handled through secure, designated channels — not through open correspondence.

We are operated by Win Top Ltd, and there is a real team behind this site. When you contact us, you are reaching people who have the access and authority to help. Use the contact details provided on this page and we will get back to you.