If something has gone wrong, or you simply need a hand, this page explains how to reach us and what to expect once you do. We want every message to lead to a real resolution, not a loop of automated replies.

Who handles your message and what they can do

Our support team is made up of people authorised to deal with account queries, payment issues, bonus questions, and technical problems. They can access your account history, escalate issues internally, and — importantly — action requests related to your safety and wellbeing. If you are in the UK and reaching out to us, you are fully supported and we will handle your enquiry in the same way as any other player.

When it comes to responsible gambling, requests about deposit limits, cooling-off periods, and self-exclusion are treated with priority. If you contact us about any of these, we will not ask you to wait, reconsider, or jump through additional steps. Tell us clearly what you need and we will act on it. These requests are not treated as standard account queries — they go to the relevant team member straight away.

How to get your issue resolved in one exchange

The single biggest reason a query takes more than one reply to resolve is missing information. When you write to us, include your registered username or the e-mail address on your account, a clear description of what happened, and — if it is a payment matter — the transaction amount, the method you used, and roughly when it occurred. You do not need to write an essay; a few clear sentences with those details give us everything we need to look into the matter without coming back to ask for more.

Once your message reaches us, it is logged, assigned, and reviewed by a team member who has the access and authority to act on it. You will receive a response through the same channel you used to contact us.

If your query is not resolved to your satisfaction, you have the right to raise a formal complaint. A formal complaint is handled separately from a routine support ticket — it goes through a defined internal review process. If that process does not produce an outcome you consider fair, you may refer the matter to an independent dispute resolution body. Details of that process are available in our Terms and Conditions.

Finally, a word on security. We will never ask you for your password, your full card number, or any one-time passcode via e-mail or chat. If you receive a message claiming to be from Woolbet that asks for any of these, do not respond to it — contact us directly through the channels listed on this page so we can investigate. Protecting your account is a shared responsibility, and we take our side of it seriously.

Use the contact options below to reach us. We are here, we are accountable, and we will do our best to sort things out.