Contact Us

Reaching the Cleanwins support team is straightforward. Whether a question relates to account access, a pending withdrawal, KYC documents, or a bonus query, the team operates around the clock to assist. This page sets out the available contact channels, what each one is best suited for, and what to prepare before getting in touch.

How to Reach Cleanwins Support

Cleanwins operates a 24/7 live chat service as the primary support channel, backed by an email option for more detailed or document-heavy enquiries. There is no public telephone line. All support is delivered in English. Response quality and speed can vary by channel, so choosing the right one for the nature of the query makes a difference.

Live Chat

Live chat is available at all hours, seven days a week. It is the fastest route for account queries, bonus clarifications, login issues, and general payment questions. To start a session, locate the chat icon on the casino interface and follow the prompts. During busy periods, a brief queue may apply, but the 24/7 availability means there is no closed window to work around.

Email Support

For queries that require supporting documents - such as KYC verification files, payment evidence, or a formal complaint - email is the more suitable route. The support address is support@cleanwins.com. When sending an email, include the registered account name, a clear description of the issue, and any relevant reference numbers. This helps the support team process requests without unnecessary back-and-forth.

VIP and Priority Support

Players at Ruby or Diamond tier in the loyalty programme have access to a dedicated VIP manager. These tiers also benefit from priority support handling and, at the top level, exclusive communication channels including WhatsApp. For Sapphire-level players, priority support is available without a dedicated manager. If a query is time-sensitive and related to a withdrawal or account restriction, VIP-tier players should use their dedicated contact route directly.

What Support Can Help With

The support team handles a range of account-level matters. Common reasons to make contact include:

• Account access problems, including forgotten passwords and locked accounts
• KYC verification - submitting documents or checking verification status
• Deposit or withdrawal queries, including delays and fee questions
• Bonus terms clarification, code application, or wagering requirement checks
• Responsible gambling requests, such as deposit limits, cooling-off periods, or self-exclusion
• Formal complaints regarding account decisions or payment disputes

For responsible gambling requests specifically, the team can apply session limits, initiate a 7-day cooling-off period, or process a self-exclusion. These requests are handled through the same support channels and should be stated clearly at the start of the conversation.

Before You Contact Support

Having the right information ready speeds up the process considerably. As a minimum, it helps to have the registered email address to hand, a brief description of the issue, and - where relevant - any transaction IDs or bonus codes involved. For KYC-related queries, be prepared to provide government-issued photo ID, proof of address, and proof of ownership of the payment method used.

Note that KYC verification is required before any withdrawal is released. If a withdrawal is pending and verification has not been completed, the support team can guide through the document submission process, but the casino’s standard checks must be satisfied before funds are cleared.

For a broader overview of how Cleanwins handles player data when processing support requests and account communications, the Cleanwins privacy policy sets out the relevant details.

Contacting Support as an International Player

Cleanwins is operated by Onimim LTD, registered under company number 15765 in the Union of Comoros. In certain jurisdictions, a Cyprus-registered service facilitator is used (registration HE 464873; Smyrnis 25, Kaimakli, 1026, Nicosia, Cyprus). Support is provided in English regardless of location. Players should note that the online casino Cleanwins holds an Anjouan licence (ALSI-192407051-FB) and does not hold a UK Gambling Commission licence. UK residents are restricted from registering or playing, and UK-specific consumer protections do not apply.

All support queries should be directed through the live chat or email channels described above. There is no postal address published for player correspondence, and no telephone support line is available.