If something has gone wrong, or you simply need clarification on how something works, we want to hear from you. The team behind PawBets is made up of real people who read every message and are authorised to act on it — whether that means adjusting your account, investigating a transaction, or escalating something that needs a closer look.

What to include when you write to us

The quickest way to get a resolution in a single exchange is to give us enough to work with straight away. When you get in touch, 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 issue. If your query relates to a payment, the transaction reference and the method you used will help us trace it without going back and forth. The more specific you are, the less time you spend waiting.

Once your message reaches us, it is logged, assigned to a member of the support team, and reviewed in the order it arrives. You will receive a confirmation that we have received it, and a member of the team will follow up through the same channel you used to contact us. Nothing gets lost, and no message is closed without a response.

Complaints and responsible gambling requests

If you feel your issue has not been handled fairly, you have the right to raise a formal complaint. A formal complaint is treated differently from a routine query — it is escalated beyond the first line of support and reviewed by a senior member of the team. If we are unable to resolve it to your satisfaction internally, we will let you know what your next steps are, including any independent dispute resolution options available to you under our licence with the Anjouan Gaming Authority.

Requests related to deposit limits, cooling-off periods, and self-exclusion are treated as a priority. If you contact us asking to restrict or close your account for responsible gambling reasons, we will act on that request without delay. We will not attempt to dissuade you, offer you a bonus, or ask you to reconsider. These requests go directly to the team members authorised to apply them, and they are processed ahead of general enquiries.

One thing we will never do: we will never ask you to share your password, your full card number, or any security credentials over email or chat. If you ever receive a message claiming to be from PawBets that asks for this kind of information, do not respond to it — contact us directly through the channels listed on this page so we can investigate.

Players based in the United Kingdom are fully supported when contacting our team, and UK-specific queries — including those relating to payment methods, account verification, and responsible gambling tools — are handled in the same way as all other enquiries. Use the contact details on this page to reach us, and we will take it from there.