If something has gone wrong, you have a question you cannot find the answer to, or you simply need a hand with your account, we want to hear from you. This page explains how to reach us, what to include when you do, and how we handle the more serious matters — including responsible gambling requests and formal complaints.

Getting Your Query Resolved in One Go

The quickest way to a resolution is to give us everything we need the first time. When you contact us, 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, the game or transaction involved, and any reference numbers you have. If your query is about a payment, let us know the method you used and the amount. The more context you give us, the less back-and-forth is needed.

Our support team handles account queries, payment questions, bonus and wagering questions, and technical issues. They are authorised to investigate and resolve these matters directly. If a situation requires escalation to another department — for example, a compliance or fraud review — they will tell you that clearly and keep you informed of next steps.

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 through the support channels listed on this page. We treat these requests with priority. A self-exclusion, in particular, is acted upon as promptly as we are able to process it, and we do not attempt to dissuade you or delay the process. If you are in a difficult moment, tell us plainly what you need and we will move on it.

A formal complaint is handled differently from a standard query. If you feel your issue has not been resolved to a satisfactory standard, you can submit a formal complaint through our support channels, clearly marking it as such. We will acknowledge it, investigate, and respond with our findings. If you remain dissatisfied after our final response, you have the right to escalate the matter to our licensing authority, Curaçao eGaming (GCB), under licence number ALSI-202509029-FI1. We will not obstruct that process.

One important point on security: we will never ask you for your password, your full card number, or any sensitive authentication credential via email or chat. If you ever receive a message claiming to be from Woolbet that asks for this kind of information, do not respond to it — contact us directly through the channels on this page to report it. Protecting your account is a shared responsibility, and we take our side of it seriously.

Players based in the United Kingdom are fully supported when contacting our team. Whatever your question or concern, reach out through the contact options available on this page and we will do our best to give you a straight answer.