Behind Clean Wins there is a real support team, employed by Win Top Ltd, with the authority to handle account queries, payment issues, bonus disputes, and responsible gambling requests. If something has gone wrong or you simply cannot find the answer you need, reaching out through the contact channels listed on this page is the right place to start.

What to include when you write to us

The single biggest reason a query takes more than one exchange to resolve is missing information. When you contact us, 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, the game or transaction involved, and any reference numbers shown in your account history. With those details in front of us, the person handling your message can usually act on it directly rather than writing back to ask for more. You do not need to explain yourself at length; a straightforward account of the issue is more useful than an elaborate one.

Responsible gambling requests

If you are writing to ask about deposit limits, a cooling-off break, or self-exclusion, please say so clearly at the start of your message. We treat these requests differently from standard account queries — they are prioritised and handled by a dedicated member of the team. A self-exclusion request, once confirmed, is applied to your account without delay and cannot be reversed during the period you specify. We take our obligations under responsible gambling seriously, and this is one area where we will not ask you to wait or reconsider.

Formal complaints

If you feel your query has not been resolved to your satisfaction, you have the right to raise a formal complaint. Please mark your message clearly as a complaint and include a summary of what you originally raised, how it was handled, and what outcome you believe is fair. We will review it separately from routine support. Should we be unable to reach a resolution that satisfies you, you may refer the matter to the Anjouan Gaming Authority, the licensing body that regulates Clean Wins under licence number ALSI-202505034-FI2.

One thing we will never do, through any channel, is ask you to share your password, your full card number, or any security code. If you receive a message claiming to be from us that requests any of these details, do not respond to it and let us know immediately. Legitimate account verification may require you to provide identity documents through our secure upload process, but sensitive financial credentials will never be requested by our team over email or chat.

We want every contact with us to lead somewhere useful. If you are stuck, frustrated, or unsure about anything on your account, send us a message — that is what we are here for.