YourWin24Home › Support
Getting help from YourWin24, and getting it on the first reply
Most support conversations take three messages when one would do. The difference is knowing what to check and what to send.
We read every message that reaches us, and we can tell you that the majority fall into five groups: login, the welcome code, the first deposit, documents and the first withdrawal. Each has a fix you can usually apply in a couple of minutes. Where it really needs us, a well-written first message gets it sorted on the first reply.
Where do I contact YourWin24?
Only through the contact options on yourwin24.info itself. If a website, social account or message offers "YourWin24 support" and is not on that domain, it is not us. Genuine support will never ask for your password, a card PIN or a payment to "unlock" anything.
What should I check before contacting support?
| Problem | Check first |
|---|---|
| Cannot log in | Are you typing your username, not your email? Are you on yourwin24.info? |
| Forgot password | Use the reset in the login box: username plus account email |
| Forgot username | Use the username recovery in the login box; it is emailed to you |
| No 250% match | Was YOUR250 entered with the first deposit, spelled correctly? |
| Deposit refused | Is it at least €25, or €30 by Revolut or card? |
| Withdrawal waiting | Are ID, proof of address and payment proof uploaded? Is the bonus cleared or declined? |
What should I include in a support message?
- Your YourWin24 username.
- What you were trying to do: log in, deposit, withdraw, place a bet.
- The device and whether you used the app or a browser.
- The exact wording of any error, or a screenshot with personal details hidden.
- For payments: the method, the amount in euro and the approximate time.
Leave out your password and full card number. We will never need them.
Why was I asked for my address when I deposited?
That is normal and happens once. The sign-up form only takes a username, email, phone and password, so name and address are collected in the cashier just before the first deposit. Enter them exactly as on your ID. A mismatch, such as a shortened first name, is the most common reason we need to come back to you at withdrawal time.
Why is my first withdrawal not through yet?
The first payout includes an identity check. It moves quickest when three documents are already in your account: photo ID, proof of address and proof of the payment method you used. If you have an active bonus, clear or decline it first. Withdrawals go back to the method you deposited with. If all of that is in place and you still have a question, contact us with your username and the amount. The full walkthrough is on our sister site's withdrawal page.
Can support change my deposit limit or close my account?
Deposit limits are set in the cashier, and one limit covers both the casino and the sports tab. Account closure is in the player area. If you would like help with either, the team is there for it, and we will never try to talk you out of a limit.
I found a site using the YourWin24 name. Should I tell you?
Yes, please. Send us the domain. We publish the lookalikes we know about on real vs fake YourWin24 sites.
Other help pages
For sign-in issues in detail, see YourWin24 login. For questions on the welcome code, the YOUR250 page. For installing on your phone, the app guide.
Support questions
How do I contact YourWin24?
Through the contact options on yourwin24.info. Ignore support links on other domains.
Will YourWin24 support ask for my password?
No, never. Give your username only.
My YOUR250 bonus did not appear. What do I do?
Check it was entered with your first deposit and spelled correctly, then contact support with your username and deposit amount.
What documents does YourWin24 ask for?
Photo ID, proof of address and proof of your payment method, before the first withdrawal.
Can I set a deposit limit?
Yes, in the cashier. It covers casino and sport together.
18+. If playing stops being fun, set a lower limit or take a break; the team will help with either.