If something has gone wrong, you have a question you cannot find an 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 so we can help you straight away, and how we handle more serious matters such as complaints or responsible gambling requests.

Getting in Touch and What to Include

The contact channels available to you — including live chat and our support form — are listed on this page. When you get in touch, the more relevant detail you include, the more likely we are to resolve things in a single exchange rather than going back and forth. At a minimum, let us know your registered username or the e-mail address on your account, a clear description of the issue, and — where relevant — the name of any game, transaction ID, or the date and approximate time something occurred. Screenshots are welcome if they help illustrate the problem. Our support team is authorised to handle account queries, payment issues, bonus questions, technical difficulties, and general account adjustments. If your matter requires escalation, they will route it to the appropriate person and let you know.

We will never ask you for your full password, your card's CVV or PIN, or any other sensitive security credential via chat or e-mail. If anyone contacts you claiming to be from Woolbet and asks for those details, do not share them and report it to us immediately.

Complaints and Responsible Gambling Requests

A standard query and a formal complaint are not the same thing, and we treat them differently. If you are dissatisfied with a decision we have made — for example, regarding a declined withdrawal, a disputed bonus ruling, or account closure — and you feel your initial support interaction did not resolve it fairly, you can escalate the matter as a formal complaint. Please state clearly in your message that you are raising a complaint. We will acknowledge it, investigate, and respond with a substantive answer rather than a holding reply. If you remain unsatisfied after our internal process is complete, you have the right to refer the matter to the relevant dispute resolution body under our Curaçao eGaming licence (authority reference ALSI-202509029-FI1). Details of that process are set out in our Terms and Conditions.

Requests relating to your own gambling behaviour — including setting deposit limits, taking a cooling-off break, or placing yourself on a self-exclusion — are treated with particular urgency. Please contact us directly and state what you need clearly. These requests are not subject to any waiting period or negotiation; we act on them as a priority. If you are in the UK and reaching out about any of the above, you are fully supported and there is no restriction on us handling your request.

Whatever brings you to this page, we would rather you got in touch than went without an answer. Reach us through the channels listed here, tell us what is happening, and we will get to work on it.