Behind Crusado there is a real support team whose job is to read what you send, understand it, and give you a useful answer. This page explains how that process works and what you can do to make it go smoothly.
What to include when you get in touch
The single biggest reason a conversation takes longer than it should is missing information. If you contact us about your account, please include your registered username or the email address on your account, a clear description of what happened, and — where it is relevant — the name of the game or promotion involved. If something went wrong during a transaction, the approximate date and the payment method you used will help us pull up the right records. The more clearly you can describe the situation in your first message, the more likely we are to resolve it in one exchange rather than having to go back and forth.
Once your message reaches us, it is read by a member of the support team. For live chat, that happens in the session itself. For email, your message goes into a queue and is picked up in turn. We do not use automated replies to close tickets — a real person reads what you wrote before responding.
Complaints and where they can go
Most questions are straightforward: a bonus not appearing, a document upload not going through, a withdrawal sitting longer than expected. These are handled directly by the support team and, in the large majority of cases, resolved without needing to escalate.
A formal complaint is different. If you feel a decision we have made is wrong — not just inconvenient, but actually unfair — and you are not satisfied after raising it with us, you have the right to take the matter further. Our support team can explain the escalation route available to you when that situation arises.
Requests about responsible gambling are treated with particular care. If you want to set deposit limits, take a cooling-off break, or exclude yourself from the site, tell us through live chat or email and be as specific as you can about what you need. These requests are not handled the same way as a general enquiry — they go to the appropriate part of the team and are acted upon. We will not try to talk you out of a limit or a break.
One last thing worth saying clearly: we will never ask you to send your password, your full card number, or any other sensitive credential by email or chat. If you receive a message claiming to be from Crusado that asks for this kind of information, do not respond to it — contact us through the channels listed on this page to let us know.
Our contact channels are shown below. Use whichever suits you.