If something has gone wrong, or you simply need clarification on how something works, we want to hear from you. The contact details for reaching our support team are listed on this page — this section explains what to expect once you get in touch, and how we handle different kinds of requests.

What to include when you write to us

The single most useful thing you can do before sending a message is to gather a few details first. 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 event, the game or transaction involved, and any reference numbers you have. When we have that information from the outset, we can usually resolve the matter in one exchange rather than going back and forth. You do not need to write at length; straightforward and specific is better.

Once your message reaches us, it is picked up by a member of the support team who has the authority to investigate account issues, review transaction records, apply or reverse bonuses where appropriate, and escalate anything that requires a more senior decision. Nothing sits in a queue unread — every message is assigned and acted upon.

Complaints and responsible gambling requests

If you feel your concern has not been resolved to your satisfaction through standard support, you have the right to raise a formal complaint. A formal complaint is treated separately from a routine query: it is logged, reviewed by a senior member of the team, and you will receive a written response addressing each point you have raised. Should you remain dissatisfied after that process, you are entitled to refer the matter to the relevant external dispute resolution body, details of which are available in our Terms and Conditions. Musbet is licensed by the Anjouan Gaming Authority under licence number ALSI-202601040-FI2, and we operate in accordance with the obligations that licence places on us. Players based in the UK are fully supported and can contact us through any of the available channels without restriction.

Requests relating to responsible gambling — including setting deposit limits, taking a cooling-off break, or requesting self-exclusion — are treated with particular care. If you contact us about any of these, your request will not be delayed or deprioritised. We will confirm receipt and action it as a matter of urgency. If you are in a position where you feel you need to stop playing, please say so clearly in your message and we will act on it promptly.

Finally, a word on security. We will never ask you for your password, your full card number, or any other sensitive credential via email or chat. If you 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 to report it. Keeping your account secure is a shared responsibility, and we take our part in that seriously.