If something has gone wrong, or you simply need clarification on how something works, we want to hear from you. The details for reaching our support team are listed on this page — this section explains what to expect once you do.

What our team can help with

The people who handle incoming messages are authorised to deal with a wide range of account matters: payment queries, bonus eligibility, verification documents, technical issues, and general questions about how the site works. They have access to your account history and can act on most requests directly, without passing you between departments. If your issue does require escalation, we will tell you clearly and let you know what happens next.

When you get in touch, the more detail you include, the more likely it is that we can resolve things in a single exchange. Your registered username or email address, the date and approximate time the issue occurred, and a brief description of what happened — including any error messages you saw — will all help us get to the bottom of things without needing to go back and forth. If your query is about a payment, the transaction amount and method are useful too.

Responsible gambling requests and formal complaints

If you want to set a deposit limit, take a cooling-off break, or self-exclude, please contact us through the support channel and state clearly what you need. These requests are treated as a priority. We will not ask you to justify your decision or wait through a standard queue — we take them seriously and act on them promptly. If you are unsure which option is right for your situation, tell us what you are experiencing and we can explain what is available.

A formal complaint is handled differently from a routine query. If you feel that a decision we have made is unfair, or that your issue has not been resolved to your satisfaction, you can raise a complaint in writing through our support channel. We will acknowledge it and review it as a distinct matter. If, after that process, you remain dissatisfied, you have the right to refer your complaint to the Anjouan Gaming Authority, which is the licensing body that regulates Smash under licence number ALSI-202409012-FI1.

One thing worth being clear about: we will never ask you to share your password, your full card number, or any other sensitive security credential over 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 listed on this page so we can investigate.

We are here to help, and we would rather hear from you than have you stuck with an unresolved problem. Reach out through whichever channel suits you best.