Contact Us
Right place, right channel
People who contact Spins through this form when they are in real financial or emotional difficulty will lose time they do not have. The form routes to the operator’s general customer team, which sits a long way from the kind of help a struggling player actually needs. Anyone concerned about their own gambling, or about someone else’s, should go straight to the independent support services for New Zealand gamblers instead. Those services are free, confidential, and staffed by people trained to handle exactly this situation. The address of the help organisation is on the casino’s own responsible-gambling page, and it is the correct first stop.
What the team reads
The Spins support desk works in English, and replies are written in English. If you write in another language, the message will still be read, but the response may take longer because translation has to happen somewhere in the chain. Keep the message in English to get the clearest and quickest answer. The team is not a legal adviser, a financial adviser, or a counsellor; it can answer questions about the account, about games, and about the site’s terms, and nothing more.
What never belongs in the form
The form is not encrypted end-to-end, and it is not a document vault. No password, no PIN, no full card number, no bank-account details, and no scan of a passport or driver licence should ever be typed into it or attached to it. A support agent will never ask for those things through this channel, and anyone who does ask is not acting for Spins. If a message contains sensitive material, that material sits in the ordinary support inbox, where it is protected by the same rules as any other message but has no special treatment. When identification is genuinely required for a withdrawal or a security check, the casino will direct you to a secure upload system that exists for that purpose. Use that system and nothing else.
When the form is the wrong tool
Urgent matters do not belong here. A locked account, a suspected unauthorised transaction, or a request to enforce a self-exclusion should never wait on a general contact form. Each of those situations has its own dedicated handling path inside the casino, and the responsible-gambling page lists the direct route for self-exclusion requests. Using the form for those cases adds a step, and that step can cost time. For everything else — a question about a bonus term, a game rule, or a technical glitch that is not blocking your access — the form is the appropriate place, and the team will come back to you as soon as the queue allows. Do not send the same question twice; a second message only pushes your place in line back.