If something has gone wrong, or you simply have a question you cannot find the answer to, we want to hear from you. The team behind Smash is made up of real people who are authorised to look into account issues, payment queries, bonus disputes, and responsible gambling requests — not just to pass messages along, but to actually resolve them.

You can reach us through the contact channels listed on this page. When you do, the more detail you give us upfront, the more likely we are to sort things out in a single exchange rather than going back and forth. It helps to 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 you are asking about. If your question relates to a specific game round or transaction, the reference number for that round or payment is useful too. You do not need to write an essay; a few clear sentences with the right details will move things along far more quickly than a lengthy message that leaves us guessing.

What happens after you get in touch

Once your message reaches us, it is logged and assigned to a member of the support team. They will review your account details alongside whatever you have told us and either resolve the matter directly or escalate it to the relevant department — for example, our payments team for withdrawal questions or our technical team for game-related faults. You will hear back through the same channel you used to contact us. We do not close tickets without a response, and if we need more information from you, we will tell you exactly what we need and why.

If your concern is more serious — for instance, you believe there has been an error in how your account has been handled and a standard support response has not resolved it — you have the right to raise a formal complaint. In that case, please state clearly that you are making a complaint rather than a general enquiry. Formal complaints are reviewed at a higher level within the team, and if we are still unable to reach a resolution that satisfies you, we will explain the next steps available to you, including any external escalation routes available under our licence with the Anjouan Gaming Authority.

Responsible gambling requests and account security

If you need to set a deposit limit, take a cooling-off break, or self-exclude, please contact us directly and make that the subject of your message. These requests are treated as a priority. We do not put them in a queue behind general enquiries. Once a self-exclusion is in place, it is applied immediately and we will not encourage you to reverse it.

On the subject of security: we will never ask you for your password, your full payment card number, or any one-time security code via email or chat. If you ever receive a message claiming to be from Smash that asks for any of these things, do not respond to it — contact us through the official channels on this page instead so we can investigate.

We are operated by Softon Ltd, and there is a team here that stands behind every account. Getting in touch is the right thing to do when something is not working as it should.