If something has gone wrong, you have a question that the help section hasn't answered, or you simply need a human to look at your account, this is the right place. We want to hear from you, and we want to sort things out properly.

Who deals with your message and what they can do

Every message that comes through to us is handled by a member of our support team — people who have direct access to account records and are authorised to investigate and resolve the issues that players actually run into. That includes payment queries, bonus disputes, verification hold-ups, login problems, and anything else that affects your ability to use BetPortal. You do not need to chase a separate department for most things; the team you contact first can act on your account directly.

To help us resolve your query in a single exchange, please include your registered username or the email address on your account, a clear description of what happened, and — where relevant — the date and approximate time of the transaction or event you are asking about. The more specific you are, the less back-and-forth is needed.

Responsible gambling requests

If you are contacting us about a deposit limit, a cooling-off break, or self-exclusion, we treat those requests as a priority. We will not ask you to justify why you want to set a limit or take a break, and we will not attempt to talk you out of it. Once a self-exclusion is in place, it will not be reversed during the period you have chosen. If you are in any doubt about which option is right for your situation, tell us what you are experiencing and we will explain what is available to you.

On the subject of security: we will never ask you for your password, your full card number, or your PIN — not by email, not in chat, not in any other form. If you ever receive a message claiming to be from BetPortal that asks for any of those details, do not respond to it and let us know straight away.

If your concern is more serious — for example, you believe we have made an error that has not been corrected after you have raised it with us — you have the right to escalate it as a formal complaint. At that point your case is reviewed at a higher level within CREDARA GROUP LTD, and if it remains unresolved you can refer it to the relevant external body. We will tell you exactly how to do that if it comes to it.

Use the contact details provided on this page to reach us. We will acknowledge your message, look into it properly, and come back to you with a clear answer.