If something has gone wrong, or you simply have a question you cannot find the answer to, this page explains how to reach us and what to expect once you do.

Our support team handles the full range of player enquiries — account access, payment queries, bonus questions, and technical issues. They are authorised to make decisions on your account directly, so you will not be passed between departments for routine matters. If your issue requires escalation, we will tell you clearly and explain the next step.

What to include when you write to us

The quickest way to get your issue resolved in a single exchange is to give us everything we need upfront. Please include your registered username or the e-mail address on your account, a clear description of what happened, and — where relevant — the date and time of the transaction or event you are querying. If you are asking about a payment, the transaction reference from your bank or e-wallet is useful. The more specific you are, the less back-and-forth is needed.

Once your message reaches us, it is logged, assigned to a member of the team, and reviewed against your account. You will receive a response through the same channel you used to contact us. We do not close tickets without a resolution or an explanation.

Responsible gambling and account restrictions

If you are contacting us about a deposit limit, a cooling-off period, or self-exclusion, your request is treated differently from a standard query. These are not routine account changes — they are safeguarding measures, and we take them seriously. Requests of this kind are acted upon promptly, and we will not attempt to dissuade you or offer incentives to change your mind. If you ask to be self-excluded, that instruction will be applied to your account without delay. Please contact us through the details provided on this page to make any such request.

On the subject of security: we will never ask you for your password, your full card number, or your PIN — not by e-mail, not through any chat channel, and not by any other means. If you receive a message claiming to be from Crown Jewelz that asks for this kind of information, do not respond to it and let us know immediately. Legitimate communication from us will never require you to hand over credentials.

If your concern is a formal complaint rather than a general query, please say so when you contact us. Complaints follow a separate internal process and are reviewed by a senior member of the team. If we are unable to resolve your complaint to your satisfaction, you have the right to refer the matter to the relevant authority under our licence with the Anjouan Gaming Authority. We will provide you with the appropriate contact information at that stage.

Players based in the United Kingdom are fully supported and welcome to contact us through any of the available channels. Whatever your situation, we would rather hear from you than have you stuck without an answer.