Channels
| Channel | Hours | Use 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
Preparing a request
- The account number and the transaction reference are at hand.
- The chatbot questions are answered, then an agent is requested.
- One question per message.
- A cashier or bonus-field screenshot 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.
E-mail for the record
Disputes, document uploads and rulings that may be needed later go by e-mail, because the thread stays on file. 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 the team can do
Agents confirm bonus terms, check a payout in the pending state, review documents and apply cooling-off and self-exclusion periods. A payout is not released before the pending period has passed, a forfeited bonus is not restored. Reactivation after a self-exclusion is handled by support rather than automatically.
Languages and rules pages
The site and its terms are published in English, German, Spanish, French and Swedish. A question is answered in the language in which it is asked. 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.
Payout questions in the pending period
A payout sits in the pending state for up to 48 hours and is processed on working days. A request made on a Friday evening is handled on Monday. The agent can confirm that the request has been received and that the documents are approved, but the pending period itself is not shortened. A written confirmation of the expected processing day is requested when the timing matters.
Frequently asked questions
How is an agent reached in the ShelbyWin chat?
The chatbot questions are answered first, then a request to speak to an agent is typed in. The chat is open 24/7.
Is phone support available?
Yes, around the clock, alongside 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 the shop terms on the site, with the figures of each code on the promotions page.