Whatever has brought you here — a payment that hasn't landed, a question about your account, or something that simply doesn't feel right — we want to hear from you. The team behind Dracula is made up of real people authorised to look into your account, investigate transactions, apply adjustments, and escalate anything that needs a second pair of eyes. You are not writing into a void.

You can reach us through the contact channels listed on this page. When you get in touch, the more context you give us upfront, the more likely we are to resolve things in a single exchange rather than going back and forth. It helps to include your registered username or the email address on your account, a clear description of what happened, and — if it relates to a payment — the approximate date, the amount, and the method you used. You do not need to attach documents unless we ask for them, but having that information ready will move things along.

What happens after you contact us

Once your message reaches us, it is logged and assigned to a member of the support team. They will review your account, check the relevant records, and come back to you with either a resolution or a clear explanation of the next step. If your query touches on something that requires a specialist — a technical fault, a payment dispute, or a compliance matter — it is passed to the right person internally. You will not be left without an update.

If you feel that your concern has not been handled fairly after going through our standard support process, you have the right to raise a formal complaint. A formal complaint is treated differently from a routine query: it is escalated beyond the frontline team, reviewed at a senior level, and responded to with a written outcome. Should you remain unsatisfied after that, you may refer the matter to the Anjouan Gaming Authority, the licensing body that regulates Dracula under licence number ALSI-202601040-FI2.

Responsible gambling requests and account safety

If you need to set a deposit limit, take a cooling-off break, or request a self-exclusion, please contact us directly and say so clearly. These requests are treated as a priority and are not subject to the same queue as general enquiries. We will not ask you to justify or delay a responsible gambling request, and once a self-exclusion is in place it cannot be reversed during the agreed period.

On the subject of 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 by any other means. If you ever receive a message claiming to be from us that asks for this kind of information, do not respond to it and let us know immediately. Protecting your account is something we take seriously, and that means being clear about what we will and will not ask of you.

Players based in the United Kingdom are fully supported and welcome to contact us with any query or concern. We are here, and we will get back to you.