If something has gone wrong, you have a question that needs a real answer, or you simply need help navigating your account, we are here and we want to sort it out. This page explains how to reach us, what to include when you do, and how we handle anything more serious than a routine query.

Getting your question answered in one go

The quickest way to reach a resolution is to give us everything we need upfront. When you get in touch — through whichever channel is listed on this page — please include your registered username or the email address on your account, a clear description of what happened, and, where relevant, the date and time of the event you are asking about. If your question relates to a specific game round or transaction, the round ID or transaction reference helps us locate the record without going back and forth. The more context you give us at the start, the less time you spend waiting.

Our support team is authorised to handle the full range of account matters: deposit and withdrawal queries, bonus eligibility and wagering questions, verification documents, technical issues, and account settings. If something falls outside what they can resolve directly, they will escalate it internally and keep you informed of where things stand.

Formal complaints and responsible gambling requests

A standard query and a formal complaint are not the same thing, and we treat them differently. If you are unhappy with how a situation has been handled and want to raise it as a complaint, please tell us that clearly when you write in. Your complaint will be logged, reviewed by a senior member of the team, and responded to with a written outcome. If you remain unsatisfied after that process, you have the right to refer the matter to the relevant dispute resolution body — details of which are set out in our Terms and Conditions.

Requests related to deposit limits, cooling-off periods, and self-exclusion are treated as priority matters. We do not ask you to justify these requests or wait through a standard queue. If you contact us to reduce a limit or to take a break from your account, we will act on that as promptly as the process allows. Self-exclusion in particular is handled with care: once in place, it is not easily reversed, and we will explain what that means before confirming it. Players based in the UK are fully supported when reaching out to us about any of these matters.

One thing we will never do: we will never ask you to share your password, your full card number, or any other sensitive credential over email or chat. Our team has access to what they need on our side of the system. 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 listed here and let us know.

Whatever brought you to this page, we would rather hear from you than have you leave with the problem unsolved. Use the contact details on this page and we will take it from there.