If something has gone wrong, or you simply need clarification on how something works, we want to hear from you. The details for reaching us — including live chat and any other available channels — are listed elsewhere on this page. What follows explains how we handle what you send us, and what you can do if a standard message does not resolve your issue.

What to include when you get in touch

The single most useful thing you can do before writing to us is to gather a few basic details: your registered username or email address, the date and approximate time the issue occurred, and a clear description of what you expected to happen versus what actually happened. If your query relates to a transaction — a deposit, a withdrawal, or a bonus adjustment — include the transaction reference if you have it. When we have that information upfront, we can usually deal with your query in one exchange rather than going back and forth asking for it.

Our support team is authorised to handle a broad range of account matters, including login and verification issues, payment queries, bonus eligibility questions, and general gameplay concerns. If your question requires escalation to a specialist — for example, a technical fault logged against a specific game — we will route it accordingly and keep you informed of progress.

Formal complaints and what happens if we cannot resolve things

Most queries are resolved through our standard support channels. However, if you feel your concern has not been addressed properly, you have the right to raise a formal complaint. Please make clear in your message that you wish it to be treated as a complaint rather than a general enquiry, and we will handle it through our dedicated complaints process. We will acknowledge receipt and work through the matter with you directly.

If we are unable to reach a resolution that satisfies you, you may refer the matter to the Anjouan Gaming Authority, the licensing body that regulates our operations. We will provide you with the relevant contact information at that stage if you need it.

Requests relating to responsible gambling — including setting deposit limits, taking a cooling-off break, or self-excluding from the platform — are treated as a priority. These are not standard support queries. When you contact us about any of these matters, please say so clearly at the start of your message. We will act on self-exclusion requests promptly, and any limits you request will be applied without delay. We will not attempt to dissuade you or suggest alternatives if you have decided you need a break.

One final point on security: we will never ask you for your password, your full card number, or your PIN — through any channel, at any time. If you receive a message claiming to be from AmunBet 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. Protecting your account is a shared responsibility, and we take our side of it seriously.