Behind Clean Wins there is a real support team employed by Win Top Ltd, and when something goes wrong or you have a question you cannot answer yourself, reaching us is straightforward. The contact channels available to you are listed on this page. What follows explains how we handle what you send us, so you know what to expect.

Sending us a message that gets resolved in one go

The single biggest reason a query takes more than one exchange to resolve is missing information. When you write to us, include your registered username or the e-mail address on your account, a clear description of what happened, and — where relevant — the date, the game or transaction reference, and the amount involved. If your question is about a withdrawal, tell us the method you used and when you submitted the request. With those details in front of us, the person handling your message can look at your account directly and give you a concrete answer rather than asking follow-up questions first.

Once your message reaches us, it is read by a member of the support team who has access to your account history and is authorised to resolve the majority of issues without escalation — including questions about pending withdrawals, bonus eligibility, wagering progress, deposit limits, and general account access. If something requires a decision above that level, your message is passed on internally and you are told that this has happened.

Responsible gambling requests and formal complaints

If you want to set a deposit limit, take a cooling-off break, or exclude yourself from the site, please contact us through the channels on this page and state clearly what you need. We treat these requests as a priority and process them without asking you to justify your decision. Self-exclusion requests in particular are acted upon as promptly as possible; we will not attempt to dissuade you or offer an incentive to stay. If you are requesting self-exclusion, say so plainly in your message and we will take it from there.

A formal complaint is different from a standard support query. If you feel that a matter has not been resolved to your satisfaction after going through our support team, you can escalate it in writing and it will be reviewed at a higher level within Win Top Ltd. Should that review still not resolve things to your satisfaction, you have the right to refer the matter to the relevant authority under our licence with the Anjouan Gaming Authority. We will provide you with the appropriate contact information at that stage.

One thing worth stating clearly: we will never ask you for your password, your full card number, or any security credential by e-mail or chat. If you receive a message claiming to be from us that asks for any of those things, do not respond to it and let us know. Legitimate account verification, where we do occasionally need to confirm your identity, is handled through our secure document upload process and we will tell you exactly what is needed and why.

If you are unsure whether your question warrants a message, send it anyway. There is no such thing as a query too small to deserve a straight answer.