If something isn't working the way it should, or you have a question you can't find the answer to, this page explains how to reach us and what to expect when you do.

Our support team handles the full range of player enquiries — account access, payment queries, bonus questions, technical issues, and anything else that comes up day to day. The people who receive your message are authorised to take action on your account directly, not just pass things along. When you write to us, you're writing to someone who can actually help.

Help us resolve your issue in one exchange

The quickest way to get a resolution is to give us enough information upfront. When you get in touch, 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 transaction or event in question. If your query relates to a payment, the amount and method involved will help us locate it straight away. The more specific you are, the less likely we are to need a follow-up before we can act.

Once your message reaches us, it is logged and assigned to a member of the team. You will receive a confirmation that we have it. From there, the agent handling your case reviews the details, checks your account where necessary, and responds with either a resolution or a clear explanation of next steps. Nothing sits unanswered — every message is worked through in the order it arrives.

Responsible gambling requests and formal complaints

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 treated as a priority and are not subject to the same queue as general enquiries. We will confirm the action taken and when it comes into effect. If you are in a difficult moment, please do not hesitate to reach out — there is no judgement and no delay.

If you feel your complaint has not been resolved to your satisfaction through our standard support process, you have the right to escalate it formally. In that case, we will acknowledge your complaint as a formal dispute and handle it under our complaints procedure. Should it remain unresolved after that process is complete, you may refer the matter to the relevant alternative dispute resolution body. Details of that process are available on request.

One final point on security: we will never ask you for your password, your full card number, or your PIN — not by email, not through any chat channel, not ever. If you receive a message claiming to be from BetPortal that asks for any of these, do not respond to it and contact us immediately. Keeping your account secure is something we take seriously, and legitimate support will never require that information from you.