If something isn't working the way it should, or you have a question that the FAQ hasn't answered, we want to hear from you. The channels listed on this page connect you directly to the team responsible for your account — people who have the authority to look into payments, bonuses, verification, and technical issues and to act on what they find.

You can reach us via live chat or by submitting a support request through the contact form. Both routes go to the same team, so choose whichever feels easier. There is no separate queue for one over the other.

Help us help you in one exchange

The single biggest cause of back-and-forth is a message that doesn't give us enough to work with. Before you send anything, it helps to have your registered username or email address to hand, a clear description of what happened and when, and — if the issue involves a payment — the transaction amount and method you used. You don't need to send documents unprompted; if we need anything further to verify your identity, we will tell you exactly what to send and why. We will never ask you for your password, your full card number, or any security credential via email or chat. If you ever receive a message claiming to be from Vegas Hero that asks for those details, do not respond and let us know immediately.

Responsible gambling requests are handled separately

If you want to set a deposit limit, take a cooling-off break, or self-exclude, please tell us that clearly at the start of your message. These requests are not treated as standard queries — they are acted on as a priority and are not subject to the same handling flow as a general support ticket. Self-exclusion in particular is applied as soon as it is confirmed, and we do not negotiate or delay on it. If you are a player based in the UK, you are fully supported when contacting us about any of these options, and we will make sure the right measures are in place for your account.

If your issue is more serious — for example, you believe a decision we have made is wrong and you want it formally reviewed — you can tell us that you are raising a complaint. A formal complaint goes through a separate internal review process, and you will receive a substantive response rather than a standard reply. If that process does not resolve things to your satisfaction, you have the right to escalate to the relevant external dispute resolution body, and we will provide you with the details you need to do that.

Whatever you are getting in touch about, we read every message and respond to the person who sent it. There is a real team behind this site, and sorting out your issue properly matters to us.