If something isn't working as it should, or you simply have a question, we want to hear from you. The details for reaching us are listed on this page — this section explains what to expect once you do.

What to include when you get in touch

The single most useful thing you can do before hitting send is to gather a few details: your registered username or the email address on your account, the date and approximate time the issue occurred, and a brief description of what happened. If your question relates to a payment, include the transaction reference if you have it. We raise this not to create hurdles, but because a message that arrives with these details can almost always be resolved in one exchange rather than several. The more clearly you describe the situation, the quicker we can look into it on our end.

Our support team handles the full range of account matters — login and verification issues, payment queries, bonus questions, and technical problems with games or the platform. The people you reach are authorised to investigate and resolve these issues directly; you won't be passed between departments for standard queries.

Responsible gambling and account restrictions

If you need to set a deposit limit, take a cooling-off break, or request a self-exclusion, please contact us through the available channels and state clearly what you need. Requests of this nature are treated with priority and handled separately from general support queries. We take these seriously, and the team dealing with them understands the importance of acting on them without delay. If you are requesting self-exclusion in particular, please say so plainly in your message so it is routed correctly from the outset.

If your concern rises to the level of a formal complaint — for example, if you feel a previous support interaction was not handled correctly, or that your account has been treated unfairly — you can submit it through the same contact channels, but mark it clearly as a complaint. Formal complaints are logged separately and reviewed by a senior member of the team. If we are unable to resolve your complaint to your satisfaction, you have the right to escalate the matter to the relevant regulatory authority. We will not obstruct or discourage that process.

One thing worth stating clearly: we will never ask you to share your password, your full card number, or any other sensitive security credential over email or chat. If you ever receive a message claiming to be from BetPortal that asks for this kind of information, do not respond to it and let us know immediately. Legitimate account verification, when required, involves only the documents and details we have already outlined in our terms — nothing beyond that.

Players based in the UK are fully supported and welcome to contact us about any aspect of their account. Whatever your question or concern, reach out through the contact options on this page and we will look into it.