Spinania Contact Us: Support and Enquiry

Last updated: July 27, 2026

Whether you have a question about your account, a payment issue or need help with verification, Spinania's support team is reachable around the clock. This page covers every contact method available, what to expect in terms of response times and how to get the most out of each interaction.

How to Reach Us

Spinania provides multiple ways to get in touch depending on the nature of your request. Live chat is the fastest option for real-time help, while email suits more detailed or document-related cases. Knowing which channel fits your situation saves time on both sides.

Live Chat Support

Live chat is available 24 hours a day, seven days a week, directly through the desktop and mobile interface. It's the recommended first step for account questions, payment queries and general guidance. The chat widget is accessible from any page once you're logged in.

Email and Detailed Requests

Email support handles cases that involve attachments, account documentation or issues that need a written record. If you're submitting KYC documents, reporting a technical fault or raising a formal concern, email gives you space to include all relevant detail. Response times are outlined in the section below.

Contact Details

Spinania operates under Neroblanko Tech B.V., registered under company number 164789 and licensed by the Curaçao Gaming Authority under licence OGL/2024/790/0272. All official communication goes through the channels listed here. Do not share account credentials over any other platform or with any third party claiming to represent Spinania.

Support Contact Information

Business and Editorial Enquiries

Partnership requests, editorial coordination, affiliate enquiries and business correspondence should be directed through the email channel rather than live chat. These message types are routed separately from player support and typically take longer to process. Include your organisation name, the nature of the request and any relevant reference in the initial message.

Response Times

Response speed varies depending on which channel you use and the complexity of your request. Spinania's multilingual support team operates continuously, but some case types require additional review before a reply is issued.

Expected Wait Times by Channel

• 🎯 Live chat: typically connected within a few minutes during standard conditions
• 📨 Email: responses issued within 24 to 48 hours for standard enquiries
• 🧾 KYC document review: uploaded files assessed within 24 to 48 hours of submission
• 💎 Withdrawal holds: resolution time depends on the nature of the compliance check required
• 🏦 Escalated account reviews: may take longer if enhanced due diligence applies

If your case involves source-of-funds checks, large transaction reviews or AML activity, additional time should be expected. Contacting support via live chat will not accelerate compliance-related holds, but the team can confirm current status.

What Support Can Help With

The support team handles a broad range of player-facing issues. Each case is assigned based on the type of enquiry, and more sensitive topics such as verification or account closure involve a structured internal process rather than an instant resolution.

Account and Verification Issues

Support can assist with login problems, account access, two-factor authentication setup, personal detail updates and one-account policy questions. Identity verification, KYC document guidance and proof-of-address submission are handled through the same team. Documents must be supplied within 15 days of a request and standard proof of residence must be dated within six months.

Payments and Withdrawals

If a deposit hasn't appeared, a withdrawal is pending review or a payment method needs to be confirmed, the support team can check current status and explain next steps. Payment enquiries sometimes involve ownership verification for Visa, Mastercard, Skrill, Neteller and crypto wallets. Withdrawal processing takes up to three business days, followed by the payment provider's own delivery window.

Bonuses and Promotions

Questions about welcome package eligibility, weekly cashback calculations, rakeback balances, active wagering requirements and tournament participation can all be raised through support. The team can confirm which bonus is active, clarify wagering progress and explain why a specific promotion may not have applied. Note that active bonus combinations and max bet rules are governed by the promotion terms, not adjusted by support.

Technical Problems

If a game failed to load, a session disconnected mid-round, a crash game didn't settle correctly or the app isn't responding, technical reports should be sent with as much detail as possible. Screenshots, the time of the incident and the game name help the team identify the fault faster. The Spinania app is available for Android and iOS through the website, and mobile-specific issues can also be reported through this channel.

Responsible Gambling and Self-Exclusion

Support can assist with setting deposit, wager, loss and time limits, activating a cooling-off period or processing a self-exclusion request. Self-exclusion can be set for three months to five years or indefinitely. Account closure related to responsible gambling can also be requested through support and is treated as a priority.

Preparing Your Request

Providing the right information up front helps the team resolve your issue without unnecessary back-and-forth. A well-prepared message typically results in a faster and more accurate response, especially for payment and account-related cases.

What to Have Ready

• 🪙 Your registered email address and username
• 📊 Transaction ID or payment reference number if relevant
• 🕹️ Game name, provider and approximate time if reporting a technical fault
• 📌 Screenshots of any error messages or account notifications
• 🧠 A clear description of the issue, including what steps you already took

For KYC enquiries, having your document type ready — such as an Australian passport or driver licence — and a recent proof of address like a utility bill or bank statement will speed things up. The team cannot process document verification through live chat, but can confirm which files are outstanding and guide you to the correct upload path.

Security Notice

Spinania will never ask for your password, full payment card number or PIN through any communication channel. If you receive a message claiming to be from Spinania that requests this type of information, treat it as fraudulent and report it immediately through official live chat or email.

Staying Safe When Contacting Support

Only use the live chat widget embedded in the Spinania website or app, or the official email address listed in your account portal. Third-party platforms, social media accounts and external messaging services are not verified support channels. VPN and proxy use can affect your account-eligibility status and is flagged during routine geolocation checks, so any contact related to account access should be made from your registered location where possible.

Fraud and Phishing Awareness

Phishing attempts often imitate casino brands through lookalike email addresses or fake chat platforms. Always check the sender domain carefully and verify any communication by logging in directly to your account before acting on instructions. Report suspicious contact attempts to the support team so they can be investigated and flagged appropriately.

Additional Help Resources

Not every question needs a live conversation. Spinania provides a dedicated FAQ section that covers account setup, payment methods, bonus mechanics, responsible gambling tools and app installation. Checking the FAQ before contacting support can resolve common queries without any wait time.

Self-Service Options

• 🧩 FAQ: covers account creation, deposits, withdrawals, bonus terms and app setup
• 📱 App installation guide: step-by-step instructions for Android via Chrome and iOS via Safari
• 🎲 Bonus terms pages: full wagering, eligibility and game contribution rules per promotion
• 🛡️ Responsible gambling tools: accessible directly from your logged-in account settings

The FAQ is available without logging in and covers most common topics raised in support. If the answer isn't there, live chat or email remains the appropriate next step.

Sportsbook and Casino Contact Scope

Spinania combines a casino and sportsbook under one account, and the same support team handles both product areas. Whether your question relates to a pokie session, a live dealer table, a multi bet, a ComboBoost claim or a Cash Out request, you can reach the team through the same live chat or email channel without needing a separate contact point.

Shared Account and Cashier Queries

Since the casino and sportsbook share a single AUD balance, cashier and verification profile, payment and KYC queries apply across both products. A withdrawal hold triggered by a sports bet and a bonus wagering question from a casino session are both handled by the same team. This avoids the need to contact separate departments or manage multiple accounts.

Get in Touch

If you need help, the fastest way to reach the support team is through live chat, which is available around the clock from desktop and mobile. For matters that require documentation, formal correspondence or a written record, email is the right option. The team is available 24 hours a day, seven days a week, and covers enquiries in multiple languages.