Contact WinSpirit

Last updated: 1 May 2026

Need a hand with your account, a payment, a bonus, or just want to talk to a real person? WinSpirit Casino's Canadian player support is available 24 hours a day, 7 days a week, in English and French. This page brings together every way to reach us — live chat, email, specialist departments, complaint escalation paths, and responsible gaming hotlines — so you always know exactly where to go.

Customer Support Channels

You can reach WinSpirit's player support team through several channels. Use the table below to pick the one that suits you best — for time-sensitive matters such as a stuck deposit or a withdrawal question, we recommend live chat or phone.

Specialised Departments

For sensitive or specialised matters, WinSpirit uses dedicated mailboxes so your message reaches the right team without delay. Please email the address that matches your enquiry — using the correct mailbox typically results in a faster, more accurate response.

General Customer Support

[email protected] — Day-to-day help with your account, gameplay, login issues, and general questions.

VIP & Loyalty Programme

[email protected] — VIP-tier players, personal account managers, exclusive offers, and bespoke withdrawal arrangements.

Payments & Withdrawals

[email protected] — Deposit failures, pending withdrawals, payment-method changes, currency or limit questions.

Verification & KYC

[email protected] — Identity verification, document re-submission, source-of-funds requests, address proof.

Complaints & Disputes

[email protected] — Formal complaints, escalations, settlement disputes, and unresolved issues.

Privacy & Data Protection (DPO)

[email protected] — Data subject access requests, deletion requests, privacy concerns under PIPEDA and Quebec's Law 25.

Responsible Gaming

[email protected] — Self-exclusion requests, deposit/loss/session limits, account cool-offs, support for vulnerable players.

Press & Media

[email protected] — Journalist enquiries, interview requests, press releases, brand assets.

Business & Partnerships

[email protected] — Game providers, B2B integrations, payment-service providers, sponsorship proposals.

Affiliate Programme

[email protected] — Affiliate sign-ups, commission questions, marketing-asset requests, tracking issues.

How to File a Complaint

We aim to resolve issues at the first point of contact, but if you feel something hasn't been handled properly, WinSpirit operates a clear, multi-stage complaint procedure. Following these steps gives us the best chance to put things right and ensures your dispute is recorded properly.

1. Step 1 — Contact Customer Support. Open a live chat or email [email protected] describing the issue. Include your username, the date and time of the event, and any relevant transaction IDs or screenshots. Most concerns are resolved at this stage within 24 hours.
2. Step 2 — Escalate to the Complaints Team. If you're not satisfied with the first response, write to [email protected] with the subject line "Formal Complaint" and reference your earlier ticket number. A senior representative will review the case and reply within 7 business days.
3. Step 3 — Final Internal Review. If still unresolved, request a final internal review. Senior management will issue a written final position within 14 business days. This response will include all evidence considered and the reasoning behind the decision.
4. Step 4 — External Alternative Dispute Resolution (ADR). If you remain dissatisfied with our final position, you may refer the dispute free of charge to an independent ADR body such as eCOGRA or the Independent Betting Adjudication Service (IBAS). Their decision is binding on WinSpirit.
5. Step 5 — Regulator. As a final option, you may contact our licensing authority, Antillephone N.V., authorised by the Government of Curaçao (licence number 8048/JAZ2020-013). Contact details are listed in our Terms & Conditions.

Full details — including service-level timeframes for each stage — are set out in section "Complaints & Dispute Resolution" of our Terms & Conditions.

Responsible Gaming Contact

If you'd like to set deposit, loss, or session limits, take a cooling-off period, or self-exclude, you can act immediately from inside your account under My Account → Responsible Gaming. Alternatively, contact our dedicated team — these requests are handled with priority and full confidentiality.

For a full list of provincial helplines (Alberta, British Columbia, Manitoba, Quebec, Saskatchewan, Atlantic Canada, the Territories) and self-help tools, see our Responsible Gaming page.

Business & Corporate Information

WinSpirit Casino is owned and operated by:

Office Hours & Time Zones

Our online services — live chat, account management, deposits, withdrawals, and the games library — are available 24 hours a day, every day of the year. Our back-office and corporate teams operate during the following hours:

• Live Chat & Email Support: 24 hours / 7 days a week
• Phone Support: Monday–Friday, 09:00–21:00 Eastern Time (ET)
• French-language Support: daily 10:00–22:00 Eastern Time
• VIP Account Managers: By appointment, typically 09:00–21:00 ET
• Corporate & Press: Monday to Friday, 09:00–18:00 ET
• Verification (KYC) Team: 24/7, with documents typically reviewed within 72 hours

All times are stated in Canadian Eastern Time (ET) — please adjust for your local time zone (Pacific players: subtract 3 hours; Atlantic players: add 1 hour; Newfoundland: add 1 hour 30 minutes).

Social Media & Community

For the latest promotions, tournaments, slot releases, and community events, follow WinSpirit on social media. Please note: customer support is not provided through social channels — for account-specific issues, always use live chat or email so your data stays secure.

X (Twitter) · Instagram · Facebook · YouTube

Anti-Spam & Communication Preferences

In line with Canada's Anti-Spam Legislation (CASL), WinSpirit only sends marketing emails and SMS messages to players who have given express consent. You can update your communication preferences at any time:

• From your account: My Account → Settings → Communication Preferences
• By clicking the "Unsubscribe" link at the bottom of any marketing email
• By emailing [email protected] with the subject line "Unsubscribe"

Transactional messages — payment confirmations, security alerts, withdrawal updates, and verification notices — will continue, since they are required for service delivery and account safety.

Contact FAQ

What's the fastest way to reach WinSpirit support?

Live chat is the quickest channel — typical response time is under two minutes, 24/7. The chat icon appears in the bottom-right of every page once you're signed in. Phone support is also available during stated hours for more complex issues.

Is support available in French?

Yes. French-speaking agents are available daily 10:00–22:00 ET via live chat and email. Outside those hours, our English-speaking team can assist, and your case will be handed over to a French agent the next business day if needed.

How long does it take to receive a reply by email?

Most general support emails are answered within 24 hours, often much faster. Verification (KYC) emails are typically reviewed within 72 hours. Formal complaints receive an initial response within 7 business days, with a final internal review issued within 14 business days.

Where do I send my KYC documents?

Please do not email KYC documents directly. Use the secure upload tool inside your account: My Account → Verification. If you need help, email [email protected] and an agent will guide you through the secure submission process.

I have a problem with a bet settlement — who do I contact?

For bet-settlement disputes, first contact live chat or email [email protected] with the bet ID, market, and time of placement. If it can't be resolved at that level, escalate the matter to [email protected]. Settlement decisions are governed by our Betting Rules.

How do I close my account or self-exclude?

You can request closure or self-exclusion at any time from My Account → Responsible Gaming, or by emailing [email protected]. Self-exclusion is processed immediately and is irreversible for the period selected. We can also help you set deposit, loss, or session limits if you'd prefer a less restrictive option — see our Responsible Gaming page for details.

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WinSpirit Casino is committed to providing transparent, accessible support to all Canadian players. If you've found this page helpful, or if there's something we can improve, please let us know at [email protected] — we read every message.