Contact Metaspins

How support can help

Contact the support team when you need help with your account, deposits or withdrawals, bonuses, responsible gambling tools or a complaint. Give enough detail for the team to understand the issue and identify the relevant account activity.

Live chat is available 24/7. Open it from the chat icon. You can also email [email protected].

Making a complaint

You can submit a complaint by email free of charge. Send it within six months of the incident. Include your full name, address and place of residence, the submission date, and a clear description of the issue with its category where it applies. Attach supporting documents that help us review what happened.

We acknowledge a complaint within one week and tell you about the process and expected timing. We resolve it within four weeks. A complex case may need up to four more weeks, and we will give you written notice if that extension is required.

Complaints about responsible gaming go to the front of the queue. Our target for them is five business days, and two weeks at most if we tell you more time is needed.

The response and next step

You get our decision in writing, together with the evidence behind it. When we turn a complaint down, or missing information stops us from dealing with it, the reply explains why.

Still unhappy with the result? You can take the matter to an independent ADR provider. Every complaint, whether resolved, open or escalated, stays in our records for a minimum of five years.