We are a real team, and when something goes wrong or you have a question you cannot resolve on your own, we want to hear from you. This page explains how contact works, what to expect after you reach out, and how we handle matters that need more careful attention.

Getting Your Question Answered in One Go

The people handling your message are authorised to deal with most account matters directly — payment queries, bonus questions, verification steps, technical issues, and account settings. You do not need to go through a series of escalations for everyday concerns.

To make sure we can help you without going back and forth, it is worth including a few things when you write to us: your registered username or the email address on your account, a clear description of what happened, and — if your query is about a payment — the method you used, the approximate amount, and the date. The more specific you are, the sooner we can act. Vague messages take longer to resolve, not because we are slow to respond, but because we need to be certain we are looking at the right account and the right transaction before we do anything.

You will find our available contact channels elsewhere on this page. Please use the channel that suits your situation — some are better suited to quick clarifications, others to detailed written queries.

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 directly and make that request explicit. We treat these differently from standard queries. They are not placed in a general queue — they are acted upon as a priority. You will not be asked to justify the request or wait for a routine review cycle. If you are in a position where you feel your gambling is causing harm, say so clearly and we will move quickly.

A formal complaint is also handled differently from an ordinary support message. If you believe we have acted unfairly or failed to meet our obligations, put that in writing and flag it as a complaint. We will acknowledge it, investigate it properly, and respond with a considered outcome rather than a generic reply. If you remain dissatisfied after our internal process, you have the right to refer the matter to the relevant external authority under our Curaçao licence (Curaçao eGaming / GCB, licence number ALSI-202505034-FI2).

Players based in the United Kingdom are fully supported when reaching out to us, and there is no restriction on contacting our team from the UK.

One final point on security: we will never ask you for your full password via email or any other channel. We will never ask for your card's full details, PIN, or any authentication codes sent to your phone. If someone contacts you claiming to be Vegas Hero and asks for this kind of information, do not provide it — contact us immediately through the channels listed on this page. Protecting your account is a shared responsibility, and we take our side of it seriously.