If something isn't working, a payment isn't behaving as expected, or you simply have a question about your account, we want to hear from you. The details for reaching us — including live chat and email — are available on this page. Everything below explains what to expect once you get in touch.

What to include when you write to us

The single most useful thing you can do before sending a message is gather the relevant details first. If you contact us about a payment, include the transaction reference, the amount, and the date it was made. If your question is about a bonus or a specific game round, include the title or round ID if you can find it. The more precisely you describe what happened, the more likely we are to resolve your issue in a single exchange rather than going back and forth asking for information we need anyway. Your registered username and the email address on your account are always helpful to include, so we can locate your account without delay.

Our support team is authorised to handle account queries, bonus-related questions, payment investigations, technical issues, and responsible gambling requests. If your question falls outside their immediate scope, they will escalate it to the right person internally rather than leaving you without a response.

Responsible gambling requests

If you want to set a deposit limit, take a cooling-off break, or exclude yourself from Smash, please tell us directly and clearly in your message. These requests are treated with priority and are not subject to the same queue as general enquiries. We do not apply a waiting period before acting on a self-exclusion request, and we do not try to dissuade you from making one. If you are in a difficult moment, saying so plainly is enough — we will take it from there.

Once a self-exclusion is in place, it is applied to your account immediately. If you later wish to discuss its terms or duration, you can contact us again, but we will always err on the side of caution when it comes to reinstating access.

Formal complaints and what happens next

If you feel that a standard support interaction has not resolved your concern, you have the right to raise a formal complaint. Let us know clearly that you are making a formal complaint rather than a general enquiry, and we will log it separately and ensure it receives a written response. If, after that process, you remain dissatisfied with the outcome, you may refer the matter to the Anjouan Gaming Authority, the licensing body under which Smash operates.

Finally, a word on security: we will never ask you for your password, your full payment card number, or any sensitive authentication detail via email or chat. If you receive a message claiming to be from us that asks for any of these, do not respond to it — contact us through the official channels on this page and let us know straight away.