There is a real team behind Clean Wins, and when something goes wrong or you have a question you cannot answer yourself, we want to hear from you. This page explains how to reach us, what to include when you do, and what happens once your message arrives.

Getting your question resolved in one go

The most common reason a support exchange drags on is missing information. When you write to us, 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 shown in your account history. With those details in hand, the person reading your message can usually act without needing to come back to you for clarification. You do not need to explain your feelings about the situation at length; a factual account of what occurred is more useful to us and gets you an answer sooner.

Our support team is authorised to handle account queries, transaction questions, bonus and wagering enquiries, technical issues, and general questions about how the site works. If something sits outside their immediate authority, they will escalate it internally rather than leave you waiting without explanation.

Responsible gambling requests

If you need to set a deposit limit, take a cooling-off break, or request a self-exclusion, please contact us directly and state clearly what you need. These requests are not treated as ordinary support tickets. We prioritise them and process them as a matter of policy, not convenience. A self-exclusion request, in particular, will be acted upon without delay, and we will not attempt to dissuade you or offer alternatives unless you ask us to. If you are unsure which option suits your situation, tell us what you are experiencing and we will explain what is available to you.

Formal complaints and what happens if we cannot resolve things

If you feel your issue has not been handled fairly, you can raise a formal complaint. Tell us explicitly that you are making a complaint rather than a general enquiry, and set out the sequence of events as you understand them. We will acknowledge it and work through it with you. Should we reach a point where we cannot agree on a resolution, you have the right to refer the matter to the Anjouan Gaming Authority, the licensing body that regulates Clean Wins under licence number ALSI-202505034-FI2. We will not obstruct that process.

What we will never ask you for

We will never ask you to share your account password, your full card number, or any security codes via email or chat. If you receive a message claiming to be from Clean Wins that asks for any of those details, do not respond to it and contact us 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 details elsewhere on this page to reach us. We read every message and respond to each one.