If something has gone wrong, or you simply need clarification on how something works, we want to hear from you. The details for reaching us are listed on this page — this section explains what to expect once you do.

What to include when you get in touch

The quickest way to get your issue resolved in a single exchange is to give us everything we need upfront. 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 or a bonus — include the transaction reference or the name of the promotion involved. The more specific you are, the less back-and-forth is needed. Vague messages slow things down for everyone, and we would rather sort your problem properly the first time.

Our support team is authorised to handle the full range of account queries: payment questions, bonus eligibility, account verification, technical issues, and anything else that comes up during normal play. If your question sits outside their remit, they will tell you clearly and direct you to whoever can help.

Responsible gambling requests

If you need to set a deposit limit, take a cooling-off break, or exclude yourself from the site, please tell us that explicitly when you write in. These requests are treated differently from standard queries — they are prioritised and passed directly to the team responsible for account controls. We will not ask you to justify the request or wait through a standard queue. If you are asking for a self-exclusion, we will action it as promptly as we can and confirm it in writing once it is in place.

We take these requests seriously. If you are struggling, please do not hesitate to reach out — there is no wrong way to ask for help with this.

Formal complaints

If you feel your issue has not been resolved to a satisfactory standard, you have the right to raise a formal complaint. Do this in writing through our contact channel, marking it clearly as a complaint. We will acknowledge it, investigate it properly, and respond with our findings. If you remain unhappy after that process, you may escalate the matter to the Anjouan Gaming Authority, which is the licensing body that regulates Smash under licence number ALSI-202409012-FI1. A formal complaint follows a separate process from a routine query, and we will explain the next steps clearly if it reaches that stage.

One final point on security: we will never ask you for your password, your full payment card number, or any sensitive authentication detail via email or chat. If you ever receive a message claiming to be from us that asks for this kind of information, do not respond to it — contact us through the official channel listed on this page and let us know.