Behind Crusado there is a real support team whose job is to read what you send, understand it, and give you a useful reply. 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 most common reason a query takes more than one exchange to resolve is missing information. When you contact us, please 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, the game or transaction involved, and any reference number shown on screen. You do not need to attach screenshots, but they can help if the issue is visual or involves a specific error message. The more precisely you describe the situation, the more directly we can respond.
There are things we will never ask you for. We will not request your password, your full card number, or any authentication code sent to your phone or email. If you receive a message claiming to be from us that asks for any of these, do not respond to it and let us know immediately through our live chat or email channel.
Complaints and escalation
Most questions — account access, payment queries, bonus questions, technical problems — are handled directly by the support team. A formal complaint is something different: it is a written expression of dissatisfaction that you want recorded and reviewed. If you feel your issue has not been resolved to a fair standard, tell us explicitly that you are raising a complaint. We will log it separately and ensure it receives a considered response rather than a routine reply.
If we are unable to reach a resolution that satisfies you, you have the right to escalate the matter. Our licensing authority is the relevant body for disputes that cannot be settled between us, and the details of that process are set out in our Terms and Conditions. We will not obstruct or discourage you from using that route.
Requests relating to responsible gambling — setting deposit limits, activating a cooling-off period, or requesting self-exclusion — are treated with particular care. These are not ordinary support tickets. When you make such a request, it is acted upon as a priority and is not subject to delays or persuasion. If you ask to be excluded, we will not contact you with promotional material afterwards. You can make these requests through live chat or email, and you should state clearly what you are asking for so there is no ambiguity.
Once your message reaches us, it enters a queue that the support team works through in order. You will receive a confirmation that it has been received, and a member of the team will follow up. If your query is straightforward, you are likely to receive a full answer in that same reply. If it requires investigation — for example, a payment that has not arrived or a technical fault during a game — we may need to gather information before we can respond fully, and we will tell you that is the case rather than sending a partial answer.
We are here because you should be able to reach someone when something goes wrong. Use whichever channel suits you.