Contact BetJohn

Live chat — the fastest door

The chat widget sits in the bottom corner of every page and is staffed 24 hours a day, every day of the year, including public holidays.

Use it for anything urgent: a deposit that has not landed, a bonus that did not credit, a withdrawal that is sitting pending, a limit you want set now rather than tomorrow.

The phone line

We run an international phone line for the conversations that do not work in a chat window — a verification that keeps failing, a payment dispute with several moving parts, or simply wanting to talk to a person.

The number is published inside your account and in the help centre, so it always matches the current routing. Call charges are set by your own provider.

Email and the help centre

Email through the help centre is the right channel whenever a document is involved: verification uploads, a complaint you want on the record, a data request under our Privacy Policy.

What to have ready

Whichever door you use, these four things get you an answer in one message instead of four.

• The email on your account — it is how we find you.
• The transaction reference for anything about money, plus the date and the method.
• The game name and roughly when you played, for anything about a round.
• A screenshot if something looked wrong on screen. It saves a long description.

If we get it wrong

Sometimes the first answer is not good enough. That is what escalation is for, and asking for it does not annoy anyone here.

1. Say plainly that you would like the matter escalated. Chat will raise it and give you a reference.
2. A different person examines it, including the chat transcript and the transaction record.
3. You get a written answer setting out what we found and what we are doing.
4. If you still disagree, you can take it to the Curacao Gaming Control Board as our licensing authority. Full detail is in our Terms & Conditions.

What we cannot do by message

Some limits exist to protect your account, and no amount of asking will move them.

• We will never ask for your password, a full card number or a one-time code, and we cannot accept them if you send them.
• We cannot reverse a completed withdrawal, or lift a self-exclusion before its term ends.
• We cannot pay winnings to an account in someone else’s name.
• We cannot give financial, tax or legal advice. For money trouble, the free National Debt Helpline is on 1800 007 007.