If something has gone wrong, or you simply have a question you cannot find an answer to, this page explains how to reach us and what to expect once you do.

Who handles your message and what they can resolve

Our support team is made up of people authorised to deal with the full range of account matters — payment queries, bonus questions, verification issues, technical problems, and anything else that affects your experience on the site. When you get in touch, you are not routed to a bot that escalates everything upward. The person who receives your message has the authority to act on it directly in most cases. If your issue sits outside their remit, they will tell you clearly who it moves to and why, rather than leaving you waiting without explanation.

To help us resolve your query in a single exchange, please include your registered username or the email address on your account, a clear description of the issue, and — where relevant — the date and approximate time the problem occurred. If you are asking about a payment, the transaction amount and method you used will help us locate the record straight away. The more specific you are, the less back-and-forth is needed on both sides.

Responsible gambling requests and formal complaints

If you want to set a deposit limit, take a cooling-off break, or request a self-exclusion, please contact us through the support channel and state clearly what you need. We treat these requests with priority. They are not treated as standard account queries — they are acted upon as soon as they are received, and we will confirm the change to you once it has been applied. If you are in a difficult moment, you do not need to explain yourself at length; telling us what you want is enough.

A formal complaint is different from a general support query. If you feel that an issue has not been resolved to your satisfaction, you can raise it as a complaint and it will be reviewed at a higher level within the team. If that process does not produce an outcome you consider fair, you have the right to escalate the matter to the relevant regulatory authority. Woolbet holds a licence issued by Curaçao eGaming (GCB), and the details of how to contact that authority are available in our Terms and Conditions.

One final point that matters: we will never ask you for your password, your full card number, or any security credentials via email or chat. If you receive a message claiming to be from us and asking for that kind of information, do not respond to it — contact us directly through the channels listed on this site so we can investigate.

We are here to help you get things sorted. Reach out through whichever channel suits you, and we will take it from there.