Updated
Contact Horseplay
How to reach our team
Need a hand? We keep things simple. You can reach us two ways: through our Help Centre, where answers to the most common questions already live, or through Live Chat, where you'll speak with a real person on our support team.
Live Chat is the quickest route when something is time-sensitive — a login snag, a pending purchase, or a question about a bonus. Prefer to read first? The Help Centre covers accounts, payments and promotions in plain language.
What to include for a faster reply
Help us help you. When you message us, a few details shave minutes off the back-and-forth:
- The email address registered to your Horseplay account.
- A clear description of what happened, and when.
- Any transaction reference tied to a purchase or withdrawal.
- Screenshots if an error message appeared on screen.
Please never send us your full card number or password. Our agents will never ask for either.
Identity checks (KYC)
Before certain withdrawals clear, we may ask you to confirm who you are. This protects your funds and keeps play fair. Expect requests for proof of identity, address or payment ownership — standard checks for a regulated gaming operator.
Upload clear, full documents and the review moves faster. Payouts are processed within 120 hours once your account is verified. Questions about which documents apply to you? Ask us over Live Chat and we'll walk you through it.
Raising a complaint
Something not right? Tell us. Start by contacting support with the details above, and we'll aim to resolve the matter at first contact. If your issue needs a closer look, ask for it to be escalated and a supervisor will review the case.
We'll keep you updated while we investigate. For how we handle your personal information during this process, see our Privacy Policy, and the full rules of play sit in our Terms and Conditions.
Playing within limits
Horseplay is for players 19 and over. If gambling stops being fun, support is available. In Canada you can contact ConnexOntario at 1-866-531-2600, any hour of the day, or read the help options at responsiblegambling.org.
Our own tools — deposit limits, time-outs and self-exclusion — are explained on the Responsible Gambling page. Reach out whenever you'd like us to set one up.
