HeySpin Support
This page shows how to reach support through official channels and what to include so your case can be resolved faster.
Before you write, collect screenshots, timestamps, and the exact wording of any error message to avoid back-and-forth.
For safety, never share your password, one-time codes, or full card details with anyone.
How to Contact Support (Official Channels)
Use official channels only and be careful of impersonators. The simplest way to open a support request is to email the team with clear details and attachments.
- Prepare your account email, a short summary of the issue, and the time it happened (include your time zone).
- Take screenshots of the status or error message that you see in your account.
- Email support using the official address: [email protected].
- Use a clear subject line that matches your issue type (Login, Deposit, Withdrawal, Verification, Bonus, Sports Bet, Game).
- Attach screenshots and include what you already tried so support does not repeat the same steps.
- Avoid sending many duplicate emails for the same issue; keep replies in one thread.
What to Include for Faster Help (Checklist)
The fastest cases are the ones that include the account identifiers, the exact moment the issue happened, and proof of the status shown on screen.
- Your account email address (the one you use to sign in).
- The time the issue happened and your time zone.
- Your device type (desktop/mobile), operating system, and browser version.
- The exact error text or the status wording you see (copy it if possible).
- Screenshots of the page, status, or message (include the date/time if visible).
- Whether you used VPN/proxy settings or strict browser privacy extensions.
- What you already tried (private window, cache clear, another browser/device).
- For payments: amount, currency, method type, and current status (pending/declined).
- For withdrawals: request amount, method group, and the status stage.
- For verification: upload time, file format, file size, and what was declined.
- For sportsbook: event, market, selection, stake, and bet slip screenshots.
Account Access Issues (Login, Password, Blocks)
If you cannot sign in, start with the sign in page steps to reset your password and rule out cookie or browser issues before escalating.
Can’t Sign In (Wrong Password / Repeated Error)
Repeated attempts can slow access, so it is better to stop and troubleshoot in a clean session.
- Re-check email spelling and keyboard layout, then attempt sign-in once.
- Use a private window to remove saved sessions and cached forms.
- Disable ad blockers or script blockers that can break sign-in flows.
- If you are unsure about the password, use the reset flow instead of guessing.
- Capture a screenshot of the error message and note the time it occurred.
Reset Email Not Arriving
Missing reset emails are often caused by mailbox filters or repeated requests sent too quickly.
- Check spam and promotions folders and search your inbox for the brand name.
- Confirm your mailbox has free space and can receive automated mail.
- Wait a few minutes and avoid sending multiple reset requests back-to-back.
- Try again from the same browser where you requested the reset.
Account Access Restricted Notice
If you see a restriction notice, it can be linked to security checks or account status conditions.
- Take a screenshot of the notice and record the time and time zone.
- Check whether the message asks for an account action such as verification.
- Avoid repeated login attempts while the restriction is active.
- Send the screenshot and details to support so they can review the reason.
Payment Issues (Deposits, Pending, Declines)
If you need help with deposits, open the payments page to review pending and declined deposit guidance and confirm where to find transaction history.
| Issue | What to check | What to send |
|---|---|---|
| Deposit pending | Check transaction history status and whether your bank shows reserved vs posted | Screenshots of pending status, bank line item, time, amount, currency, method type |
| Card declined | Bank blocks gambling, online purchase settings, 3DS confirmation, daily limits | Error screenshot, time of attempt, method type, whether VPN/proxy was used |
| Descriptor confusion | Match bank line item time/amount with transaction history and deposit record | Screenshot of statement line item (hide sensitive details) and deposit record |
Withdrawal Issues (Status, Delays, Cancellations)
For withdrawal delays and status stages, use withdrawal steps to compare your method’s stated time after approval and understand cancellation limits.
| Status | Support-ready detail |
|---|---|
| Requested / In review | Send when it was submitted, current status screenshot, and whether any message requests action |
| In Process | Send the time it changed to in process, method group, and whether cancellation is unavailable |
| Completed | Send completion screenshot and confirm whether the bank/provider has posted the funds yet |
Verification Problems (Upload Errors, Declines, Long Review)
If your case relates to documents, check document verification rules so you can confirm file size, format, and upload limits before you re-upload.
- Confirm the file format is supported and the file size is within the stated limit.
- Upload a full-frame image with readable text and visible corners.
- Avoid sending many duplicates; improve clarity first, then retry once.
- Include the upload time and time zone so support can locate the submission.
- If declined, explain what you changed in the re-upload (lighting, full frame, sharper text).
- Send a screenshot of the declined status message, if shown.
- If review is taking longer than expected, send the status view and upload details.
Bonuses, Points, and Promotions Support
For offer conditions and opt-in checks, review bonus rules shown for your account before escalating, then include the offer name and screenshots in your request.
Bonus Not Activated
Activation issues are often linked to missing opt-in or a qualifying step not matching the offer conditions.
- Confirm whether the offer required opt-in before deposit or play.
- Check the offer status view in your account and take a screenshot.
- Include deposit time, amount, and currency if the offer depends on a deposit.
- Send the offer name and the exact moment you opted in.
Wagering Progress Not Updating
If wagering progress stalls, a rule may be limiting contribution or the account view may need time to refresh.
- Take screenshots of the offer terms and the progress view.
- Include the time range of the bets that did not count.
- Share the game or bet type used when progress stopped moving.
- Include any warning or rule breach notice shown in the offer area.
Reward Points Missing / Expired
Points can be affected by eligibility, earning conditions, expiry rules, or redemption caps depending on the program details.
- Take a screenshot of your points balance view and any history page if available.
- Include the date of the qualifying activity and whether a first deposit was made.
- Ask support to confirm whether points are enabled for your country and account type.
- If you believe points expired incorrectly, include the dates you last redeemed points.
Technical Issues (Games, Sportsbook, Site Errors)
If your issue is technical, check the steps on the games page first, then include clear proof so support can reproduce it.
- Try a private window and allow cookies for the website.
- Disable ad blockers, script blockers, and strict privacy extensions temporarily.
- Clear cached site data and reload once.
- Turn off VPN or proxy settings and retry on a stable connection.
- Try another browser or device to isolate whether it is local.
- Capture screenshots of the error, black screen, or loading loop.
- Include the exact time it happened and your time zone.
- If it’s sportsbook-related, include the event name and bet slip screenshots.
Safety, Policies, and Responsible Play Requests
If your request is about rules, privacy, or account safety, start with the policy hub so you can reference the exact section when you contact support.
| Request type | Where to check first |
|---|---|
| Policy or rule question | Policy hub (terms, privacy, payment and withdrawal wording) |
| Safer play tools and limits | Responsible gambling section (limits, breaks, and help resources) |
- Describe the issue in one sentence, then add facts: time, status, and screenshots.
- Never share your password, one-time codes, or full card numbers.
- Use official domains only and avoid “support” links from unknown messages.
- If you suspect account misuse, mention it clearly and ask support to secure the account.
- If you want limits or a break, say what you want (limit, timeout, self-exclusion) and your preferred duration if applicable.
FAQ
How do I contact HeySpin support?
Email the team at [email protected] with your account email, timestamps, screenshots, and a short description of the issue.
What is the official support email?
The official support email address is [email protected].
What details should I include in my request?
Include your account email, time and time zone, device and browser, exact error text, screenshots, and transaction details if your issue involves deposits or withdrawals.
How do I report a login problem?
Describe the sign-in error, include a screenshot, and list what you tried (private window, cache clear, password reset). Add the time it happened and your time zone.
What should I send for a pending deposit?
Send the deposit time, amount, currency, method type, screenshots of the pending status in transaction history, and a screenshot from your bank showing reserved or posted state.
How do I get help with a withdrawal delay?
Send the withdrawal request time, amount, method group, current status stage, and screenshots of the status changes. Mention whether it is waiting for approval or already in process.
What if verification was declined?
Send the declined status screenshot, upload time, file format and size, and explain what you changed in the re-upload (clearer photo, full frame, readable text).
How do I report a missing bonus?
Include the offer name, whether you opted in, the time of opt-in, any qualifying deposit details, and screenshots of the offers area and your status.
Why is wagering progress not updating?
It can be caused by contribution rules or a delayed refresh. Send screenshots of the offer terms and progress view and the time range of the bets that did not count.
What should I send for a game loading error?
Send the game name, time and time zone, device and browser details, screenshots of the loading issue, and what troubleshooting steps you already tried.
How do I report a sportsbook bet slip issue?
Send the event name, market/selection, the time it happened, screenshots of the bet slip, and any error message shown.
Where can I read official policies and safety info?
Use the policy hub pages for official wording on terms, privacy, and service rules, and use the responsible gambling section for safety tools and help resources.