If something has gone wrong, you have a question about your account, or you simply need clarification on how something works, we want to hear from you. The details for reaching our support team are available on this page — this section explains what to expect once you do.

What our team can help with

The people who handle your messages are authorised to deal with the full range of account matters: payment queries, bonus conditions, verification requirements, technical issues, and anything else that affects your ability to use the site. You do not need to escalate a routine question to anyone else — the team you reach first has the authority to resolve it.

To help us sort things out in a single exchange, it is worth including a few key details when you write in: your registered username or email address, a clear description of the issue, and — where relevant — the date and approximate time it occurred. If your query relates to a transaction, the payment method and the amount involved will help us locate it quickly. The more specific you are, the less back-and-forth is needed.

Once your message is submitted, it is logged and assigned to a member of the team. You will receive a response through the same channel you used to contact us. Nothing gets lost or ignored — every message is tracked until it reaches a resolution.

Complaints and responsible gambling requests

If you feel your concern has not been handled fairly, you have the right to raise a formal complaint. A formal complaint is treated differently from a standard query: it is reviewed at a senior level, and you will receive a written outcome. Should that outcome still not satisfy you, you may refer the matter to the relevant alternative dispute resolution body under our Curaçao licence. We will provide the appropriate contact information if that point is reached.

Requests relating to deposit limits, cooling-off periods, and self-exclusion are treated with particular care. If you contact us to reduce a deposit limit or to take a break from the site, we act on that request promptly — we do not apply delays or attempt to dissuade you. Self-exclusion requests are handled with the same seriousness: once confirmed, access is restricted without further negotiation. If you are concerned about your gambling, please reach out and we will make sure the right measures are put in place.

One final point on security: we will never ask you to share your password, your full card number, or any other sensitive authentication detail over email or chat. If you ever receive a message claiming to be from Vegas Hero that asks for this kind of information, do not respond to it — contact us directly through the channels listed on this page so we can investigate.