OnlyWin Help Centre
Contact & Support
Use this page to identify the right support route before sending a request. Account access, deposits, withdrawals, bonuses and verification are best handled through official OnlyWin support, where the team can review account-specific information securely.
Official OnlyWin support
For account-specific questions, use Live Chat or the official Contact Us form. Do not include passwords, full card details or other credentials in a message.
Before you contact support
A few details can make the answer much faster
Common support topics
What to do before opening a ticket
These steps solve many routine problems and help you send a clearer request when support is still needed.
Login and account access
Use password recovery first if you cannot sign in. If the reset email does not arrive or the account appears locked, contact official support instead of opening a second account.
- Check the email address for typing errors.
- Check spam, junk and promotions folders.
- Use the password reset option.
- Contact support if access is still blocked.
Deposits and missing payments
If a deposit does not appear, keep the transaction reference and check the payment status before attempting the same payment repeatedly.
- Check the Cashier transaction history.
- Confirm the payment completed with your bank or wallet.
- Keep the transaction ID or receipt.
- Ask support to review the specific payment.
Withdrawals and pending cashouts
Withdrawal time can depend on the payment route and verification status. A pending cashout is not a reason to cancel the request and continue gambling.
- Check whether verification is complete.
- Review the withdrawal method and limits.
- Check your email for document requests.
- Contact support if the stated processing window has passed.
Bonus questions
Bonus problems are easiest to resolve when you know which promotion was selected, the deposit amount and whether wagering has already started.
- Open the current bonus terms.
- Check minimum deposit and eligibility.
- Confirm the promotion was selected before deposit.
- Ask support before placing more wagers if something looks wrong.
Identity verification
KYC checks may be required for account security and withdrawals. Submit documents only through the secure account or support route you are instructed to use.
- Use documents that belong to the account holder.
- Make sure account details match the documents.
- Do not post identity documents in public chats or forums.
- Ask support which document is needed before sending anything.
Responsible gambling
If the issue is no longer technical and gambling is becoming hard to control, stop playing and use limits, cooling-off or self-exclusion instead of trying to recover losses.
- Stop the current session.
- Do not make another deposit to chase losses.
- Use account limits or self-exclusion.
- Use the Canadian support resources in our responsible gambling guide.
Account security
What support should never need from you
Your password. Support may help reset access, but you should not send your current password to another person.
Full card credentials. Never send a complete card number, CVV or online banking password through chat or email.
Remote access to your device. Be cautious if an unsolicited message asks you to install remote-control software.
Crypto seed phrases or private keys. These provide control of a wallet and should never be shared with casino support.
Not a technical problem?
If gambling is becoming difficult to control
Stop the session rather than trying to solve a financial problem with another wager. Our Canadian responsible gambling guide covers warning signs, limits, cooling-off, self-exclusion and provincial support services.
About this guide
Account support and website information are different things
This page can help route you to the correct information, but account balances, payment approvals, KYC decisions and casino account changes require the official support channel. The legal and informational pages on this site explain general website policies and responsible gambling guidance; they cannot override account-specific terms or decisions.