Whatever has brought you here — a question about your account, a payment that hasn't landed, or something that simply doesn't feel right — we want to hear from you. There is a real team behind SpinPolo, operated by Win Top Ltd, and the people who read your messages are authorised to act on them, not just acknowledge them.

What to include when you get in touch

The quickest way to get your issue resolved in a single exchange is to give us enough context upfront. Let us know the username or email address registered to your account, a clear description of what happened, and — where relevant — the date and time of the transaction or event in question. If your query relates to a payment, the transaction ID or the amount and method involved will help us trace it without needing to go back and forth. The more specific you are, the faster we can move from reading your message to doing something about it.

Once your message reaches us, it is logged and assigned to a member of the support team. You will receive a confirmation that we have it. From there, the agent handling your case works through it directly rather than passing it around — so the person who replies to you is the person dealing with it.

Complaints and responsible gambling requests

If you feel your issue has not been handled fairly, you have the right to escalate it as a formal complaint. A formal complaint is treated separately from a routine query: it is reviewed at a senior level, and you will receive a written response setting out our position. If you remain unsatisfied after that, you can refer the matter to the Anjouan Gaming Authority, the licensing body that regulates SpinPolo under licence number ALSI-202509029-FI1.

Requests relating to deposit limits, cooling-off periods, and self-exclusion are treated as a priority. If you contact us to reduce a deposit limit or to take a break from gambling, we act on that request without delay. We will not ask you to wait, and we will not attempt to dissuade you. Self-exclusion requests are processed as soon as they are received, and once applied, they are not reversible for the duration you have chosen. Players in the UK are fully supported in making these requests through our contact channels.

Finally, a word on security. We will never ask you for your password, your full card number, or your PIN — not by any channel, and not under any circumstances. If you ever receive a message claiming to be from SpinPolo that asks for this kind of information, do not respond to it and let us know immediately. Legitimate requests from our team will only ever ask for information we need to verify your identity in line with standard account checks, and we will always be transparent about why we need it.

Use the contact details listed on this page to reach us. We read everything that comes in.