Behind Clean Wins there is a real support team, employed by Win Top Ltd, and our job is to sort out whatever is getting in the way of your experience. Whether you have a question about a withdrawal, a bonus condition you are not sure about, or something that feels wrong with your account, we want to hear from you directly.

What to include when you get in touch

The quickest way to reach a resolution in a single exchange is to give us enough context from the start. Let us know your registered username or the email address on your account, describe what happened and when, and — if it relates to a payment — include the transaction reference if you have it. You do not need to write an essay; a clear, factual description of the problem is all we need to act on your message without having to come back to you for basics.

Once your message reaches us, it is logged, assigned, and reviewed by a member of the team who has the authority to look into your account and take action. We do not pass routine queries through layers of escalation before someone with access actually looks at them. Where a resolution requires a manual check — for example, a withdrawal that has stalled or a bonus that has not credited correctly — we carry out that check before responding, so our reply comes with an answer rather than a holding statement.

Responsible gambling and account restrictions

If you are contacting us about a deposit limit, a cooling-off period, or self-exclusion, we treat those requests with a higher degree of urgency than standard queries. We will not ask you to wait, and we will not try to talk you out of it. Requests of this kind are acted upon as a priority. If you want to exclude yourself from the site entirely, that instruction will be applied to your account promptly, and we will not send you promotional material afterwards. Please be as specific as you can about what you need — for instance, whether you want a temporary break or a permanent closure — so that we apply the right measure first time.

On the subject of security: we will never ask you to share your password, your full card number, or any authentication code sent to your phone or email. If you receive a message claiming to be from Clean Wins that asks for any of those things, do not respond to it — contact us through the channels listed on this page so we can investigate. Our team may ask you to verify your identity when handling sensitive account changes, but we do so through our standard verification process, not by requesting credentials over email or chat.

If your concern is not resolved through standard support, you have the right to raise a formal complaint. Let us know explicitly that you wish to do so, and your case will be treated as a complaint rather than a general query, with a written response and a record kept on file. Should you remain unsatisfied after that process, you are entitled to refer the matter to an independent dispute resolution body. We will provide the relevant details at that stage.

Use the contact options on this page to reach us. We are here to help you, and we would rather hear from you than have you leave with a problem unresolved.