If something isn't working the way it should, or you simply have a question you can't find an answer to, we want to hear from you. The contact channels listed on this page connect you directly to the team responsible for your account — not a third-party call centre, but people who have access to your account history and the authority to act on it.

What our team can handle

The people who receive your messages are authorised to deal with a broad range of issues: account access and verification, deposit and withdrawal queries, bonus eligibility and wagering questions, technical problems with games or the platform, and responsible gambling requests. That last category — deposit limits, cooling-off periods, and self-exclusion — is treated as a priority. If you contact us to reduce a limit or to take a break from gambling, we will act on that request promptly and will not attempt to dissuade you or delay the process. Self-exclusion requests, in particular, are handled with care and put into effect as quickly as possible once we have confirmed your identity.

To help us resolve your query in a single exchange rather than a back-and-forth, it helps to include your registered username or the email address on your account, a clear description of the issue, and — where relevant — the date and approximate time the problem occurred. For payment queries, the transaction reference number is useful if you have it. The more specific you can be, the less we need to ask before we can help.

Complaints and what happens if things aren't resolved

Most queries are resolved through our standard support channels, but if you feel your issue has not been handled fairly, you have the right to raise a formal complaint. A formal complaint is treated differently from a routine query: it is logged, escalated to a senior member of the team, and you will receive a written response addressing each point you have raised. We aim to work through complaints thoroughly rather than quickly, because a considered answer is more useful to you than a fast one that misses the point.

If a formal complaint reaches a point where you and we cannot agree on an outcome, you have the option to refer the matter to an independent dispute resolution body. Details of the relevant body and how to contact them are available on request.

One thing we will never do is ask you for your password, your full card number, or your PIN — whether by email, live chat, or any other channel. If you ever receive a message claiming to be from BetPortal that asks for any of these details, do not respond and contact us immediately using the details on this page. Protecting your account security is a shared responsibility, and we take our side of that seriously.

Whatever you need to get in touch about, we are here and we will respond. Use the contact details below to reach us.