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 is operated by Excite Ultra Media Ltd, and the people who handle your messages are authorised to deal with account queries, payment issues, bonus disputes, and responsible gambling requests — not just to pass things along. When you write to us, you reach someone who can act.

How to get a resolution in one exchange

The single biggest reason a query takes longer than it should is missing information. Before you send your message, include 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 transaction or event in question. If your query involves a payment, the amount and the method you used will help us locate it immediately. You do not need to attach documents unless we ask, but having them ready will speed things along if we do.

Once your message reaches us, it is logged, assigned, and reviewed by a member of the support team. You will receive a response through the same channel you used to contact us. We do not close queries without a resolution or a clear explanation of next steps.

Formal complaints and responsible gambling requests

If you feel your query has not been handled fairly, you have the right to escalate it as a formal complaint. Please mark it clearly as such when you write to us. Formal complaints are reviewed separately from standard queries and receive a written response. If you remain unsatisfied after our internal process is complete, you may refer the matter to the Anjouan Gaming Authority, which licences Crown Jewelz under licence number ALSI-202509029-FI1.

Requests relating to deposit limits, cooling-off periods, and self-exclusion are treated with priority and are not subject to the same handling flow as general queries. If you ask to set a deposit limit or take a break from play, we will act on that request without delay. Self-exclusion requests, in particular, are processed as quickly as possible and are not reversible within the exclusion period you choose. Players based in the UK are fully supported when contacting us about any of these matters, and we encourage you to reach out without hesitation if you have concerns about your play.

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 other channel. If you ever receive a message claiming to be from us and asking for any of those details, do not respond to it and contact us immediately using the details provided on this page. Protecting your account is a shared responsibility, and we take our side of it seriously.