If something isn't working the way it should, or you simply have a question about your account, we want to hear from you. The details for reaching our support team are listed on this page — this section explains what to expect once you do.

What our team can help with

The people who handle your messages are authorised to deal with the full range of account matters: deposit and withdrawal queries, bonus eligibility and wagering questions, account verification, technical issues, and anything else that affects your ability to use Vegas Hero. You don't need to escalate a routine question — whoever picks it up has the authority to resolve it.

If your message concerns responsible gambling — a deposit limit, a cooling-off period, or a self-exclusion request — we treat those differently from standard queries. They are not queued alongside general support tickets. We act on them as a priority, and once a self-exclusion is in place, it cannot be reversed during the period you have chosen. If you need to talk through your options before making a decision, we're here for that too.

How to get a resolution in one exchange

The single most useful thing you can do before sending a message is gather the relevant details. Include your registered username or the e-mail 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 there's an error message on screen, copy it exactly. 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, assigned, and reviewed by a member of the team. You will receive a response through the same channel you used to contact us. We don't close tickets without a resolution or a clear explanation of why one isn't possible.

One thing worth knowing: we will never ask you for your password, your full card number, or any other sensitive credential through e-mail or chat. If you receive a message claiming to be from Vegas Hero that asks for any of those details, do not respond to it — contact us directly through the channels listed on this page so we can look into it.

If your concern isn't resolved to your satisfaction through standard support, you have the right to raise a formal complaint. Let us know explicitly that you wish to do so, and your case will be escalated internally and handled under our complaints procedure. Should that process not produce an outcome you consider fair, you may refer the matter to the relevant external dispute resolution body under our Curaçao eGaming licence. We'll provide the appropriate contact information at that stage.

Players based in the UK are fully supported and welcome to contact us through any of the available channels.