If something isn't working, a payment isn't behaving as expected, or you simply have a question about your account, we want to hear from you. The contact details for reaching our support team are listed on this page — use whichever channel suits you best.

Our support team handles account queries, payment issues, bonus and wagering questions, and general technical problems. They are authorised to access your account, investigate transactions, apply corrections where something has gone wrong, and escalate anything that requires a more senior review. You don't need to go through multiple layers to get to someone who can actually help.

Help us help you in a single exchange

The quickest way to get your issue resolved is to give us the right information upfront. When you get in touch, please include your registered username or the email address on your account, a clear description of what happened, and — if it's a payment matter — the approximate date, amount, and method involved. If you received an error message, copying it into your message saves us a round of back-and-forth. The more specific you are, the less likely we are to need to ask a follow-up question before we can act.

Once your message reaches us, it is logged and assigned to a member of the team. You will receive a confirmation that we have it. From there, straightforward queries are handled directly; anything that requires investigation — such as a disputed transaction or a bonus that hasn't applied correctly — is reviewed before we come back to you with a resolution or an update on where things stand.

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 tell us clearly in your message. These requests are treated with priority and are not subject to the same queue as general enquiries. We will not attempt to dissuade you or delay acting on them. If you are requesting self-exclusion, we will action it as quickly as possible and confirm when it has been applied to your account.

If you feel your issue has not been resolved to your satisfaction through normal support, you have the right to raise a formal complaint. Let us know explicitly that you are making a complaint, and it will be escalated beyond the frontline team for a separate review. Should that process not lead to a resolution you consider fair, you may refer the matter to the Anjouan Gaming Authority, which licences Smash under number ALSI-202409012-FI1.

One thing worth stating clearly: we will never ask you for your password, your full card number, or any sensitive security credential over email or chat. If you ever receive a message purporting to be from us that asks for any of these, do not respond to it and contact us through the official channels on this page instead. Keeping your account secure is a shared responsibility, and we take our part in that seriously.