If something has gone wrong, or you simply need a hand, we want to hear from you. The details for every channel we operate — including live chat and email — are listed on this page. What follows is a guide to how we handle what you send us, so you know what to expect.

What to include when you get in touch

The single most useful thing you can do is give us enough information to act without having to come back to you for more. When you write in, include your registered username or the email address on your account, a clear description of what happened, and — where relevant — the name of the game or the transaction ID you are asking about. If your query is about a payment, the date and amount help us locate it straight away. The more specific you are, the more likely it is that we can resolve things in one exchange rather than several.

Once your message reaches us, it is picked up by a member of our support team who has the authority to investigate account issues, review transactions, apply or remove bonuses, and escalate anything that sits outside their remit. Nothing gets filed away unanswered. If your issue requires input from a specialist — a payments team member, for example, or a compliance officer — your message is passed on internally and you will hear back from whoever is best placed to help.

Responsible gambling and account restrictions

Requests relating to deposit limits, cooling-off periods, and self-exclusion are treated as a priority. If you ask us to restrict your account in any way, we act on that request without delay. We do not ask you to justify it, and we do not try to talk you out of it. If you want to exclude yourself from BigDrago entirely, tell us clearly and we will put that in place. These requests are handled by our team under the oversight of Win Top Ltd, the company that operates this site, and they are not reversible through a simple follow-up message — that is intentional.

If your concern is more serious and you feel your query has not been resolved to your satisfaction, you have the right to raise a formal complaint. A formal complaint is distinct from a standard support query: it is logged separately, reviewed by a senior member of the team, and responded to with a written outcome. If you remain unsatisfied after that process, you may refer the matter to the Anjouan Gaming Authority, which is the licensing body that regulates BigDrago under licence number ALSI-202509029-FI1.

One thing worth being clear about: we will never ask you for your password, your full card number, or any other sensitive 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 on this page to report it. Protecting your account is a shared responsibility, and we take our part in that seriously.

Players based in the United Kingdom are fully supported and welcome to contact us through any of the available channels. Whatever your question or concern, we are here to deal with it properly.