If something has gone wrong, or you simply need a hand, we want to hear from you. The details for reaching our support team are listed on this page — please use whichever channel suits you best.

What to include when you write to us

The single most useful thing you can do before hitting send is to include your registered username or the email address on your account, along with a clear description of what happened and, where relevant, the date and time it occurred. If your question concerns a payment, let us know the method you used and the approximate amount. Giving us these details upfront means the person handling your message can act on it straight away, rather than writing back to ask for information we need before we can help. One clear message is far more effective than several short ones sent in quick succession.

Every message we receive is read by a member of our support team — a real person, not an automated filter. Once your message is in the queue, it is assigned to someone who has the authority to look into your account, investigate what went wrong, and either resolve the issue directly or escalate it to the relevant department. You will receive a reply through the same channel you used to contact us.

Responsible gambling and account restrictions

If you want to set a deposit limit, take a cooling-off break, or request a self-exclusion, please contact us and make that clear at the start of your message. These requests are not treated as standard queries — they are handled as a priority, and the person who receives them is authorised to action them without delay. We take these requests seriously and will not attempt to dissuade you or offer incentives to change your mind. If you are based in the UK and reaching out about any of these matters, you are fully supported and we will deal with your request promptly.

On the subject of security: we will never ask you for your password, your full payment card number, or your PIN through any channel — not by email, not in chat, not at all. If you receive a message claiming to be from BigDrago that asks for any of these, do not respond and contact us immediately to report it. Our team will only ever ask for information that helps us verify your identity in accordance with standard account security checks — things like your registered email address or the last few digits of a payment method you have used.

If your concern is serious enough that you feel a standard support message has not resolved it, you have the right to raise a formal complaint. A formal complaint is reviewed separately from routine support exchanges and is handled at a higher level within our team. Should that process still not lead to a satisfactory outcome, you may refer the matter to our licensing authority, the Anjouan Gaming Authority, as an independent point of escalation. We will provide you with the relevant information to do that if it comes to it.

Whatever the reason you are getting in touch, we would rather you contacted us than stayed stuck. Use the details on this page and we will take it from there.