Updated
Contact Spell Win
How to reach us
Need a hand? Our live chat is the fastest way to speak with a real person on the Spell Win team.
Open the chat window from any page while logged in, tell us briefly what's happening, and an agent will pick up the thread. We handle account questions, deposits, withdrawals, bonus queries and verification through this single channel, so there's no need to hunt for an address or phone line that doesn't exist. If you can't log in, start the chat from the homepage and we'll help you from there.
What to include for a quick reply
A little detail goes a long way. The more context you share up front, the sooner we can sort things out.
Please have ready the email registered to your account, a clear description of the issue, and the date and time it happened. For payment matters, note the amount, the currency (we operate in AUD), and the method you used. Screenshots help enormously. Never send us your full card number or password in chat — we won't ask for them.
Complaints and escalation
If something isn't right, raise it with us first. Explain the matter in live chat and give us the chance to investigate and respond.
Should you remain unsatisfied, you may ask for the case to be escalated to a senior member of the team. Spell Win is operated by Fortuna Games N.V. under licence OGL/2024/112/0974 from the Curaçao Gaming Control Board, and unresolved disputes can ultimately be referred to that supervisory authority. How we handle your personal information throughout is described in our privacy policy.
Identity verification (KYC)
Before any withdrawal of prize funds is released, we verify your identity under clause 9.7.8 of our rules. This protects your account and keeps us compliant with our licence.
When asked, upload clear images of your ID and any documents we request through the secure process shown in chat. Blurry or cropped files slow things down, so take your time with them. Want the full picture first? Our terms and conditions set out exactly what we may request and why.
Playing it safe
Gambling should stay fun. If it ever stops feeling that way, talk to us about deposit limits, cooling-off periods or self-exclusion.
Free, confidential support is available in Australia through Gambling Help Online on 1800 858 858 or at gamblinghelponline.org.au. You'll find our own tools and guidance on the responsible gambling page. Our services are strictly for adults aged 18 and over.