If something has gone wrong, or you simply cannot find the answer you need, we want to hear from you. The details for every available contact channel are listed on this page — use whichever suits you best, and a member of our support team will pick it up.

Our support team handles the full range of account matters: verification queries, deposit and withdrawal issues, bonus questions, technical problems, and anything else that is stopping you from using your account as you should be able to. The people who receive your message are authorised to act on your account directly, so you will not be passed between departments for routine requests.

What to include in your message

The quicker we can identify your account, the quicker we can resolve the issue. When you write to us, please include your registered username or email address and a clear description of what has happened — including any transaction reference numbers or game names if they are relevant. If you are reporting a technical problem, letting us know the device and browser you were using helps us reproduce the issue on our end. Including these details in your first message means we are far less likely to need a follow-up before we can help you.

Once your message reaches us, it is assigned to a team member who reviews the account, checks any relevant transaction or game history, and responds with either a resolution or a specific next step. You will not receive an automated holding reply that tells you nothing — we aim to give you a substantive response from the outset.

Responsible gambling requests and formal complaints

If you need to set a deposit limit, take a cooling-off break, or self-exclude, please make this clear in your message or raise it through the responsible gambling tools in your account. Requests of this kind are treated as a priority and are not subject to any waiting period or negotiation. We will never delay or discourage a self-exclusion request.

If your concern is a formal complaint — meaning you believe we have acted incorrectly and a standard support response has not resolved the matter — please tell us that explicitly. Formal complaints follow a separate process: they are reviewed by a senior member of the team, and you will receive a written outcome. If you remain unsatisfied after that stage, you have the right to escalate your complaint to the relevant regulatory body. BigDrago holds a licence issued by the Anjouan Gaming Authority, and unresolved complaints may be referred there in accordance with the terms of that licence.

One final point on security: we will never ask you for your full password, your PIN, or complete payment card details over email or chat. If you ever receive a message claiming to be from us that asks for any of these, do not respond to it — contact us directly using the channels on this page so we can investigate.

Players based in the United Kingdom are fully supported and can reach us through any of the contact methods listed here without restriction.