Whatever has brought you to this page — a question about your account, a payment that hasn't landed, or something that simply doesn't feel right — we want to hear from you. There is a real team behind Vegas Hero, and every message you send reaches people who are authorised to look into your account, investigate transactions, apply adjustments, and give you a straight answer.

What to include when you get in touch

The quickest way to get your issue resolved in a single exchange is to give us enough to work with from the start. When you contact us, 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 in question. If your query relates to a payment, the amount and the method you used will help us locate it without needing to go back and forth. The more specific you are, the faster we can move from reading your message to actually fixing the problem.

Once your message is submitted, it is logged and assigned to a member of the support team. You will receive a confirmation that we have received it, and a member of the team will review the details and respond through the same channel. Nothing gets lost in a queue without a record attached to it.

Responsible gambling and account restrictions

If you are writing to us about deposit limits, a cooling-off period, or self-exclusion, we treat those requests differently from standard queries. We do not apply delays to responsible gambling measures. If you ask us to restrict your account in any way — whether that is lowering how much you can deposit, taking a short break, or excluding yourself for a longer period — we act on that request as a priority. You do not need to justify it or go through a lengthy process. Tell us what you need and we will put it in place.

If your concern is more serious and you feel a standard support response has not resolved it, you have the right to raise a formal complaint. A formal complaint is handled separately from routine queries and escalated to a senior member of the team. If we are unable to reach a resolution that satisfies you, we will explain the next steps available to you, including any external options for independent review under our licensing authority.

One thing we will never do: 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 claiming to be from Vegas Hero that asks for this kind of information, do not respond to it — contact us directly through the official channels listed on this page so we can investigate.

We are here to help you get things sorted. Use the contact details on this page and we will take it from there.