If something isn't working the way it should, or you have a question about your account, we want to hear from you. The team behind Smash is made up of real people who handle enquiries directly — there's no automated deflection system standing between you and a resolution.

Our support staff are authorised to deal with the full range of account matters: payment queries, bonus questions, verification issues, technical problems, and anything else that's getting in the way of your experience. You'll find the available contact channels listed on this page. Use whichever suits you best.

Help us help you in one exchange

The quickest way to get a clear answer is to give us everything we need upfront. When you get in touch, include your registered username or the email address on your account, a straightforward description of the issue, and — where relevant — the date and approximate time it occurred. If the query is about a transaction, the payment method and the amount involved will help us locate it without going back and forth. The more specific you are, the less likely we are to need a follow-up before we can act.

Once your message reaches us, it goes to a member of the support team who reviews it and works toward a resolution. You'll receive a response through the same channel you used to contact us. We don't pass messages between departments unnecessarily — the person who picks up your query is generally the person who resolves it.

Responsible gambling and account restrictions

Requests related to deposit limits, cooling-off periods, and self-exclusion are treated with priority and handled separately from standard support queries. If you want to set a deposit limit, take a break, or exclude yourself from the site, tell us clearly when you get in touch and we will act on it without delay. These requests are not subject to the same queue as general enquiries — we take them seriously and process them as soon as they are received.

If your concern isn't resolved to your satisfaction through standard support, you have the right to raise a formal complaint. A formal complaint is reviewed at a higher level within the team and receives a written response. Should that process still not resolve things, you may escalate to the relevant external body. Details of the complaints procedure are available in our Terms and Conditions.

One important note on security: we will never ask you for your password, your full card number, or any authentication code via email or chat. If you ever receive a message claiming to be from us that asks for this kind of information, do not respond to it — contact us directly through the channels on this page instead.

We're here because we want things to go right for you. If they haven't, tell us what's happened and we'll work through it with you.