Get in Touch With Poly Casino

Questions happen. Maybe a purchase hasn't landed, a bonus looks off, or you want to lock down your account. Our team handles account, payment and gameplay queries every day.

Before writing in, check whether your answer already sits in our help material. Our Terms explain how bonuses, Gold Coins and Sweeps Coins work, which clears up a lot of the most common questions on the spot.

Support is also here for wellbeing, not just technical fixes. If play stops feeling fun, reach out about cooling-off or self-exclusion options on our Responsible Gambling page.

Need help beyond us? The National Problem Gambling Helpline is free and confidential at 1-800-522-4700, or visit ncpgambling.org.

A good first message saves everyone a round-trip. Please add the following so we can verify you and act quickly:

• The email address or username tied to your account.
• A short, plain description of what happened.
• The date and approximate time of the issue.
• For payments: the amount, method, and any reference number.
• Screenshots if something looks wrong on screen.

Never share your full password. We will never ask for it.

Poly Casino is operated by Truessence Inc., and our support staff respond through the in-platform help options once you're signed in. Open your account, find the Help section, and send your message there.

We review every request in the order it arrives. Clear, detailed messages get sorted faster than vague ones, so give us the full picture the first time you write.

Not happy with an outcome? Tell us. Start by sending the details to our support team with a clear subject so it reaches the right desk. Reference any earlier ticket number you were given.

If your first reply doesn't resolve things, ask for the matter to be escalated to a senior reviewer. We'll explain our decision and the reasoning behind it. Keep copies of what you send; a clear record helps both sides.

At some point we may ask you to confirm who you are. This protects your account and keeps play limited to adults 21 and over. Expect to provide proof of identity, age and, where relevant, ownership of a payment method.

Upload clear, uncropped documents and the review moves faster. If anything is blurry or expired, we'll ask again, which adds time. How we store and handle these files is set out in our Privacy Policy.