Get in touch with Rolly Spin support

How to Contact Support

There are three primary ways to reach the support team at Rolly Spin. The method you choose depends on the urgency of your issue and whether you need to share documents.

Live Chat for Urgent Matters

Use live chat if you are locked out of your account or need immediate assistance with a game session. This channel connects you directly to an agent who can verify your identity via your account details.

Email for Written Records

Send an email when your query requires uploading screenshots or explaining a complex issue. Email creates a permanent record of the conversation, which is essential for disputes or regulatory checks.

Help Centre for Routine Queries

Check the in-account help centre first for simple questions about balance or bonus terms. This library is searchable and updated daily with new policies.

If your issue is both urgent and requires document uploads, start with live chat to open a ticket, then follow the instructions provided to attach files securely. This ensures the agent can see your problem in real time.

Before You Contact Us

To resolve your request in a single exchange, you must provide specific context in your initial message. Without these details, the agent will need to open a follow-up ticket, delaying resolution.

Required Information

Always list your registered email address and the approximate time the problem occurred. This allows the support team to locate the specific transaction log entry or system alert.

Describing the Issue

Clearly state what you expected to happen versus what actually happened. Include the payment method involved if the query relates to a deposit or withdrawal.

Security Warning

Never send your password or full card number in an email. Legitimate support staff will never ask for sensitive security credentials.

Expected Response Times

Response speeds vary based on the complexity of the request and the time of day it is received. Our team prioritises account security and financial transactions over general inquiries to ensure safe operations for all players. When you contact us during peak hours, typically evenings or weekends, you may experience longer queues as our agents are managing high volumes of similar requests. This trade-off allows us to maintain security standards while serving the broader community effectively.

Live chat is the fastest channel because agents are online and active, yet wait times may increase during peak hours. Standard email queries are usually reviewed within one business day for straightforward matters. Complex cases involving third-party payment providers may take longer to investigate thoroughly because we must verify funds with external banking systems. Requests that require manual verification of funds or regulatory compliance checks naturally take more time than simple account updates to ensure full adherence to legal requirements.

Account and Payment Queries

Most payment delays are the result of mandatory verification checks rather than technical failures. A pending withdrawal often means the system is waiting for a specific document to confirm your identity.

Support agents can check the status of your funds but cannot bypass a required check. If the system flags your account, the team must wait for the verification process to complete before processing any Bank Transfer and Skrill.

Conversely, if you have deposited but the funds have not appeared, support can trace the transaction. They will contact your payment provider directly if the funds were not credited to your account balance.

It is important to distinguish between a system error and a compliance hold. Only a hold prevents the funds from being released, and this is standard practice to protect both the player and the operator.

Support Hours and Languages

Our support team operates during specific hours to ensure high-quality assistance. Messages sent outside these windows are queued and reviewed as soon as the next shift begins.

English is the primary language for our live channels, though some email support may be available in other languages depending on the agent's availability. You can check the contact section for current staffing.

Weekend support is limited compared to weekdays. If you need immediate help on a Saturday or Sunday, live chat is your best option, but response times may be slower than during standard business hours.

For time-sensitive issues like bonus expiry or session limits, always use the fastest channel available. Waiting for an email reply could result in missing a deadline for your account activity.

How To Submit A Data Request

You have the right to request a copy of all personal data we hold about you under applicable privacy regulations. To do this, you must submit a formal request via email or the contact form on the site. We ask that you clearly specify what data you want to retrieve to help us process your request efficiently without delays. This approach ensures we can locate the correct files within our systems quickly and provide you with accurate information.

Once we receive your submission, we will verify your identity to protect your sensitive information from unauthorized access. This verification step is necessary to ensure that we are releasing data only to the rightful account holder. You may be asked to provide a copy of your ID or answer security questions if your account status requires it.

The operator will respond to your request within the period specified in the privacy policy, typically within one month of receipt. If the request is complex or if we receive numerous requests from you, we may extend this period by a further two months. We will notify you in writing if such an extension is needed and provide a reason for the delay.

The privacy policy sets out the full range of rights available to you regarding your personal information and data processing. These rights include the ability to correct inaccuracies, request erasure under certain conditions, and restrict how we use your data for marketing purposes.

Escalating An Unresolved Issue

If you are unhappy with how your issue was handled, you can escalate the matter to our complaints department. The first step is always to contact the standard support team with all relevant details about your concern. We encourage you to keep records of your previous correspondence so we can reference your history and understand the context better. This helps us resolve issues faster and prevents unnecessary repetition of information that you have already shared with us previously.

Should the standard team be unable to resolve the problem to your satisfaction, you can request that your case be escalated to a senior manager. This escalation process allows a more experienced team member to review the case with a broader perspective on company policies. We will review the escalation within three business days to determine if an exception can be made or if a final decision is required.

If you are still not satisfied after our internal review, you may refer the matter to the independent body named in the terms and conditions. This body provides a neutral third-party arbitration service to ensure fairness in the resolution of disputes between players and operators. You can submit your case to this external authority without any financial cost to you as the player.

Using the external dispute resolution service does not prevent you from pursuing other legal avenues if you choose to do so. However, we recommend exhausting our internal escalation process first to see if a satisfactory resolution can be reached quickly and without further complication for either party.