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 contact details for reaching our support team are listed on this page — this section explains what to expect once you get in touch, and how to make the process as straightforward as possible.

What to include when you write to us

The single biggest reason a query takes more than one exchange to resolve is missing information. When you contact us, please include your registered username or the email address on your account, a clear description of the issue, and — where relevant — the name of the game, the transaction ID, or the date and approximate time something happened. If you're writing about a payment, let us know the method you used and the amount involved. The more context you give us upfront, the more likely we are to resolve things in a single reply rather than going back and forth asking for details.

Once your message reaches us, it is picked up by the support team — real people who are authorised to look into account matters, payment queries, bonus questions, and technical problems. They can access your account history, liaise with our payments team, and, where a decision needs to be escalated, pass your case to someone with the authority to act on it. Nothing sits in a queue indefinitely without being assigned to someone.

Responsible gambling requests and formal complaints

If you need to set a deposit limit, take a cooling-off break, or self-exclude, please tell us clearly in your message and we will treat it as a priority. These requests are not handled the same way as a general query — they go directly to the team responsible for responsible gambling measures, and we act on them without delay. If you are self-excluding, that instruction will be applied to your account as soon as it is processed, and we will not use the intervening period to send you promotional material.

If you feel that your issue has not been resolved to your satisfaction and you wish to raise a formal complaint, please say so explicitly. A formal complaint is recorded separately from a standard support query and follows its own process. If we are unable to reach a resolution that satisfies you, you have the right to escalate the matter to the relevant authority under our Curaçao licence. We will provide you with the appropriate information to do that if it comes to it.

One important point on security: we will never ask you to share your password, your full card number, or any authentication code via email or chat. If you receive a message that appears to be from Vegas Hero asking for any of those details, do not respond to it — contact us through the official channels on this page and let us know. Protecting your account is a shared responsibility, and we take our side of it seriously.

Players in the UK are fully supported and welcome to contact us about any aspect of their account. Whatever brought you to this page, we are here to help you get it sorted.