Contact Us
Contact our support team
Our Customer Support team is available 24/7 through live chat and email. Use live chat when you can access it, or write to [email protected].
We can help with account access, verification, deposits, withdrawals, bonus conditions, promotional preferences, privacy requests and responsible-gambling settings. If your question concerns a particular promotion, tell us which offer you mean so we can clarify the conditions that apply.
What to include
Give us enough information to identify the issue without sending unrelated material. A clear request can include:
- the name and account details you registered with us
- a short description of what happened or what you want changed
- the payment method and transaction concerned when the issue involves a deposit or withdrawal
- the bonus or game involved when your question relates to promotional play
- the responsible-gambling measure you want us to activate
Keep your account information accurate and current. If a relevant detail has changed, explain that in your message so we can understand the request.
Verification documents
We may ask for documents to confirm your identity, age or payment activity. Depending on the check, this can include a selfie with an identity document, a photo of your passport or ID card, a utility bill or images of bank cards used to deposit.
Only genuine documents and accurate personal details should be provided. False or incomplete information may lead to a refused payment, confiscation of deposits and winnings, or account closure. We may place a withdrawal on hold while verification is taking place.
The name on a bank card or electronic wallet must match the personal details on your ShelbyWin Casino account. Payments through methods belonging to another person are not permitted.
Payment questions
For a payment request, identify whether it concerns a deposit, withdrawal, refund or balance correction. Include the payment method and enough transaction information for us to locate the activity. If funds or bonuses appear on your balance by mistake, tell us by email and do not use them.
We may ask for more information when a payment is unusual or requires review. Keeping the contact details on your account current helps us reach you when verification is needed.
Privacy and account controls
Contact us if your request concerns access to personal information, a correction, erasure or promotional communications. Explain which account data or preference the request covers. We may verify your identity before handling personal records.
For safer-gambling support, use live chat or [email protected] and state the control you want us to apply. If you are asking to reactivate an account after self-exclusion, confirm that the selected exclusion period has ended.