If something has gone wrong, or you simply need clarification on how something works, we want to hear from you. The team behind PawBets — operated by Win Top Ltd — is made up of real people who read every message and are authorised to act on it. That means account queries, payment questions, bonus disputes, and responsible gambling requests are all handled directly, not passed around indefinitely.

What to include when you write to us

The single most useful thing you can do before hitting send is to give us enough detail to resolve your issue in one exchange. Include your registered username or the email address on your account, a clear description of what happened, and — where relevant — the date and approximate time of the event. If your question relates to a transaction, the payment method and the amount will help us locate it immediately. You do not need to attach screenshots unless you feel they add something we could not otherwise see, but they are always welcome if they do.

Once your message reaches us, it is read and assigned to the appropriate team member. From that point, the aim is a single, substantive reply rather than a chain of holding responses. If we need anything further from you, we will ask for it clearly and in one go.

Formal complaints and what happens if things are not resolved

Most issues are straightforward and get sorted at first contact. Occasionally, though, a situation is more serious — a disputed decision, a withheld withdrawal, or something that feels genuinely unfair. In those cases, you have the right to raise a formal complaint rather than a standard support query. Please tell us explicitly that you are making a formal complaint so that it is logged and handled under our complaints procedure rather than as routine correspondence.

If we are unable to reach a resolution that satisfies you, you have the right to escalate the matter to the Anjouan Gaming Authority, under whose licence (ALSI-202509029-FI1) we operate. We will not obstruct that process and will provide you with the relevant escalation details on request.

Requests relating to deposit limits, cooling-off periods, and self-exclusion are treated with particular urgency. If you contact us about any of these, please say so clearly at the start of your message. These are not standard account queries — they carry a duty of care, and we treat them accordingly. We will not apply delays or ask you to reconsider.

One final point on security: we will never ask you for your password, your full card number, or any authentication code via email or chat. If you ever receive a message claiming to be from PawBets that asks for any of these, do not respond to it — contact us through the channels listed on this page and let us know straight away.

You can reach us using the contact details provided on this page. We are here, we read everything, and we take it seriously.