Channels
| Channel | Hours | Best for |
|---|---|---|
| Live chat | 24/7 | balance, codes, payout status |
| Phone | 24/7 | urgent access problems |
| 24/7, reply by e-mail | documents, disputes, written confirmations |
Scroll horizontally to see the full table
A fast answer
- The account number and the transaction reference are prepared.
- The chatbot questions are answered, then an agent is requested.
- One question per message.
- A screenshot of the cashier or the bonus field is attached when an amount or a code is involved.
- A written confirmation by e-mail is requested for any ruling on a payout or a bonus.
When e-mail is better
Disputes, document uploads and rulings that may be needed later are sent by e-mail, because the thread stays on record. A short message with the account number, the date and amount of the transaction and the question in one sentence is answered faster than a long account.
What support can change
Agents confirm bonus terms, check a payout in the pending state, review documents and apply cooling-off and self-exclusion periods. The pending period is not shortened, a forfeited bonus is not restored, and reactivation after a self-exclusion is handled only through support.
Languages and rules
The site and its terms are published in English, German, Spanish, French and Swedish. The terms and conditions, the bonus terms, the shop terms, the sportsbook terms and the responsible gaming section are read before a request. A reply that contradicts them is confirmed in writing.
Frequently asked questions
How is a ShelbyWin agent reached?
By answering the chatbot questions and typing a request for an agent. The chat is open 24/7.
Is there phone support?
Yes, around the clock, next to live chat and e-mail.
What is needed for a payout question?
The account number, the date and amount of the request and the method. A cashier screenshot helps.
Where are the bonus rules?
In the bonus terms and shop terms on the site, with the code figures on the promotions page.