Whatever has brought you to this page — a question about your account, a payment that hasn't landed, or something that simply doesn't feel right — we want to hear from you. There is a real team behind Vegas Hero, and the people who receive your message are authorised to act on it, not just log it.

What to include when you get in touch

The single most useful thing you can do before hitting send is to give us enough context to resolve your issue in one exchange. That means 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 in question. If your query relates to a transaction, the payment method and the amount will help us locate it without going back and forth. You do not need to attach documents unless we ask for them, but having them ready can speed things along.

Once your message reaches us, it is read by a member of the support team who has the authority to investigate your account, liaise with our payments team, and issue a resolution directly. We do not operate a tiered system where routine queries sit in a queue before anyone with decision-making power sees them.

Responsible gambling requests and formal complaints

If you are contacting us about a deposit limit, a cooling-off period, or self-exclusion, please say so clearly at the start of your message. These requests are treated with priority and are not subject to the same handling flow as general account queries. We take our obligations in this area seriously, and no request of this kind will be delayed, questioned, or talked out of. Once confirmed, the relevant restriction is applied to your account and cannot be reversed during the period you have chosen.

A formal complaint is different from a standard support query. If you feel that a previous response was inadequate, or that your concern has not been addressed fairly, you can escalate by marking your message explicitly as a complaint. It will then be reviewed at a senior level. Should that process still not produce a satisfactory outcome, Vegas Hero is licensed under Curaçao eGaming (licence number ALSI-202505034-FI2), and the relevant regulatory body provides an external escalation route.

One thing we will never do: we will never ask you for your password, your full card number, or your PIN — by email, by chat, or by any other channel. If you ever receive a message claiming to be from Vegas Hero that asks for any of these details, do not respond and contact us immediately to report it. Protecting your account is a shared responsibility, and we will always do our part.

Use the contact details listed on this page to reach us. We will get back to you.