If something has gone wrong, or you simply need clarification on how something works, we want to hear from you. The contact channels listed on this page connect you directly to the team at Win Top Ltd who operate BigDrago. These are not outsourced agents reading from a script — they are authorised to look into your account, review transactions, apply adjustments, and escalate anything that requires a more senior decision.

To help us resolve your issue in a single exchange rather than a back-and-forth, please include a few key details when you write to us: 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 payment method involved, and any transaction reference you have to hand. The more specific you are, the quicker we can act without needing to ask follow-up questions.

What happens after you get in touch

Once your message reaches us, it is logged and assigned to a member of the support team. They will review your account history in relation to the issue you have described and either resolve it directly or, if it falls outside their individual authority, pass it to the appropriate department — for example, the payments team for withdrawal queries or the compliance team for account verification matters. You will hear back through the same channel you used to contact us. Nothing gets filed away and forgotten; every message receives a response.

If you feel your concern has not been handled fairly after going through standard support, you have the right to raise a formal complaint. A formal complaint is treated differently from a routine query: it is recorded separately, reviewed at a management level, and you will receive a written outcome. Should you remain unsatisfied after that process, you are entitled to refer the matter to an independent dispute resolution body. Details of that route are set out in our Terms and Conditions.

Responsible gambling requests

If you need to set a deposit limit, take a cooling-off break, or self-exclude, please contact us directly and state clearly what you need. These requests are not treated as ordinary support tickets — they are acted upon as a priority. A self-exclusion request, in particular, will be processed without delay, and we will not attempt to dissuade you or offer incentives to change your mind. If you are in the UK and reaching out about any of these measures, you are fully supported and your request will be handled with the same urgency as any other player.

One final point on security: we will never ask you for your password, your full card number, or your PIN — not by email, not through any chat channel, and not under any circumstances. If you ever receive a message that appears to come from us and asks for any of these details, do not respond to it and contact us immediately so we can investigate.