If something has gone wrong, or you simply need clarification on how something works, we want to hear from you. The team behind Crown Jewelz — operated by Excite Ultra Media Ltd — is made up of real people who are authorised to look into account issues, payment queries, bonus disputes, and responsible gambling requests. You are not writing into a void.

Players based in the UK are fully supported when reaching out to us, and we encourage you to get in touch through whichever contact channel is listed on this page whenever you need assistance.

What to include when you write to us

The single most useful thing you can do is give us enough information to resolve your issue without needing to go back and forth. When you contact us, please include your registered username or the email address on your account, a clear description of what happened, the date and approximate time of the incident, and — if your query relates to a payment — the transaction reference or the amount and method involved. The more specific you are, the more directly we can respond. A message that contains all of this usually means we can give you a complete answer in one exchange rather than several.

Once your message reaches us, it is logged and assigned to a member of the support team. That person reviews the details, checks your account where relevant, and prepares a response. If your query touches on something that requires a second opinion — a payment held for verification, for example — it may be passed to the relevant internal team, but you will still receive a reply through the same channel you used.

Formal complaints and responsible gambling requests

If you feel your issue has not been resolved to your satisfaction, you have the right to escalate it as a formal complaint. Please state clearly in your message that you wish to raise a formal complaint, and we will treat it accordingly — separate from a standard query, with a documented review process. Should a complaint remain unresolved after we have exhausted our internal process, you may refer the matter to the Anjouan Gaming Authority, under whose licence (ALSI-202509029-FI1) Crown Jewelz operates.

Requests relating to deposit limits, cooling-off periods, and self-exclusion are treated with particular seriousness. If you contact us to reduce a deposit limit, request a break from play, or exclude yourself from the site, we will act on that request promptly. We will not attempt to dissuade you, offer you a bonus, or delay the process. These requests take priority.

One final point on security: we will never ask you to share your password, your full card number, or any one-time passcode via email or chat. If you ever receive a message claiming to be from us that asks for any of these, do not respond to it — contact us directly through the channels on this page to report it. Protecting your account is a shared responsibility, and we take our side of that seriously.