Behind Crusado there is a real support team whose job is to read what you send, understand it, and give you a useful answer. This page explains how that process works and what you can do to make it go smoothly.
What to include when you write to us
The single most common reason a query takes more than one exchange to resolve is missing information. Before you send a message, it helps to have your registered username or the email address on your account to hand, a clear description of what happened, and — where relevant — the name of the game, the date and approximate time, and any transaction or bonus reference you can see in your account history. You do not need to write an essay; a few sentences with those details is enough for us to look into the matter without having to come back to you for the basics.
One thing we will never ask you to send by email or chat is your password, your full card number, or any other credential that should remain private. If you receive a message claiming to be from us and asking for that kind of information, do not respond to it — contact us through the channels listed on this page instead.
Complaints and responsible gambling requests
Most questions are straightforward and our team can deal with them directly. A formal complaint is different: it means you believe something has gone wrong and you want it recorded and reviewed, not just answered. If you tell us you are making a complaint, we treat it as one. We log it, look into it properly, and respond in writing. If we are unable to resolve it to your satisfaction, we will tell you what your options are for taking the matter further — including any external body with authority to consider it.
Requests relating to deposit limits, cooling-off periods, breaks from play, and self-exclusion are handled separately from ordinary support queries. We take them seriously and we do not try to talk you out of them or delay acting on them. If you want to set a limit or step away from your account for any period, tell us clearly what you need and we will make it happen. These requests are not reversible overnight — that is deliberate, and it is there to protect you.
Whatever you need to discuss, the contact channels available to you are shown on this page. Use whichever suits you best, and write to us plainly — we will do the same in return.