If something isn't working the way it should, or you have a question you can't find the answer to, we want to hear from you. The details for reaching us are listed on this page — use whichever channel suits you best, and a member of our support team will pick it up.

Our team handles the full range of player queries: account access, verification, deposits and withdrawals, bonus queries, technical issues, and anything else that comes up during your time with us. The people who respond to you are authorised to take action on your account directly, so you won't be passed around or told to contact someone else for routine matters.

What to include when you write to us

The quickest way to get your issue resolved in a single exchange is to give us enough information upfront. When you get in touch, include your registered username or the email address on your account, a clear description of what happened, and — where relevant — the date and time of the transaction or event in question. If your query relates to a payment, the transaction ID from your banking provider is useful too. The more specific you are, the less back-and-forth is needed.

Once your message reaches us, it is logged and assigned to a team member. You will receive a confirmation that we have it. From there, the agent works through the details and responds directly to you. We do not use automated replies to close tickets — if you get a response, it is from a person who has actually looked at your account.

Responsible gambling requests and formal complaints

If you need to set a deposit limit, take a cooling-off break, or request a self-exclusion, please contact us through any of the available channels and state clearly what you need. These requests are treated as a priority and are not subject to the same queue as general enquiries. We will not attempt to discuss, delay, or negotiate a self-exclusion request — if you ask for one, we action it.

If you have a complaint rather than a general query, tell us that at the outset. A formal complaint is handled separately from standard support and follows a defined process. We will acknowledge it, investigate, and provide a written response. If you feel that response does not resolve the matter, you have the right to escalate to the relevant regulatory body. Smash is licensed by the Anjouan Gaming Authority under licence number ALSI-202409012-FI1, and that authority provides an external route for unresolved disputes.

One final point on security: we will never ask you for your password, your full payment card number, or your PIN — not by email, not through any chat channel, not ever. If you receive a message claiming to be from us and asking for any of those details, do not respond to it and let us know immediately.