If something has gone wrong, or you simply need a hand with your account, we want to hear from you. The team behind PawBets — operated by Win Top Ltd — handles enquiries directly, and the people who read your message are authorised to act on it. That means account queries, payment questions, bonus disputes, and responsible gambling requests can all be resolved without being passed endlessly between departments.

To help us sort things out in a single exchange, please 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 query relates to a transaction, the payment method and the amount involved will help us locate the record straight away. The more context you give us upfront, the less back-and-forth is needed.

What happens after you get in touch

Once your message reaches us, it is logged and assigned to a member of the support team. You will receive a confirmation that we have received it. From there, the agent handling your case reviews the details, checks your account where necessary, and responds with either a resolution or a clear explanation of the next step. We do not send automated replies that tell you nothing — if we need more information from you, we will say so specifically.

Responsible gambling requests and formal complaints

If you are reaching out about a deposit limit, a cooling-off period, or self-exclusion, we treat those requests with priority. We understand that timing matters when someone is trying to take control of their play, and we will not ask you to wait through a standard queue for those. Please state clearly in your message what you are requesting so it can be directed appropriately without delay.

A formal complaint is handled differently from a routine query. If you feel that a previous response was inadequate or that your concern has not been properly addressed, you can escalate by marking your message as a complaint. We will acknowledge it formally and work through it in accordance with our complaints procedure. Should a complaint remain unresolved after we have exhausted our internal process, you have the right to refer the matter to the relevant regulatory authority — our licence is issued by the Anjouan Gaming Authority under licence number ALSI-202509029-FI1.

One thing we will never do: we will never ask you to share your password, your full card number, or any sensitive security credential over email or chat. If you ever receive a message claiming to be from us that asks for this kind of information, do not respond to it — contact us through the channels listed on this page to report it. Protecting your account is a shared responsibility, and we take our side of that seriously.

Players based in the United Kingdom are fully supported and welcome to contact us through any of the available channels. Whatever your question, reach out — we would rather hear from you than have you stuck.