Contact Us

Reaching the Only Win support team is straightforward. Whether the issue involves an account, a payment, a bonus claim, or a technical question about a game, several contact channels are available around the clock. This page covers each option, what to expect from the response, and how to use the contact form effectively.

How to Get in Touch with Only Win

Only Win operates 24/7 customer support for all registered players in Canada. The support team handles queries in English, with French Canadian localization also available on the platform. Three primary channels are on offer: live chat, email, and a dedicated contact form.

For most issues, live chat is the fastest route. The chat widget is accessible directly from the casino interface and connects players to a support agent in real time. Email is better suited to situations that require document uploads, formal requests, or follow-up on ongoing cases.

Live Chat

The live chat service runs continuously, every day of the week. Players can open a session from within the casino lobby at any hour. Typical topics handled through chat include account access problems, bonus activation queries, deposit confirmation questions, and general navigation help. Live chat is particularly useful when a time-sensitive issue arises, such as a pending withdrawal or a failed deposit during a promotional window.

Email Support

For written correspondence, the support address is support@only.win. Email is recommended when attaching screenshots, submitting KYC-related queries, or keeping a documented record of a conversation. Response times depend on the volume of incoming requests and the complexity of the query. Players dealing with compliance or verification matters may find email more appropriate than chat.

Contact Form

The contact form is available on this page. It allows players to submit a message directly without opening an email client. The form typically asks for a name, email address, and a brief description of the issue. Once submitted, a support agent will respond to the address provided. This channel is suitable for general inquiries, feedback, or account-related questions that do not require an immediate answer.

VIP and Priority Support

Players who have reached the Prestige level or above in the VIP Club receive access to a personal manager. The VIP contact email is vip@only.win, and a WhatsApp line at +1 204-818-3558 is also listed for VIP members. From the Prime tier upward, fast withdrawals and enhanced support priority are part of the standard service package.

For general information about data handling and privacy-related inquiries, players can also review the Only Win privacy policy, which outlines how personal and financial data is managed across the platform.

Legal and Compliance Contact

For matters related to legal correspondence, regulatory questions, or formal compliance communication, the operator contact is legal@goodfly.io. Only Win is operated by 3-102-961232 LIMITADA, also known as Goodfly Limitada, registered in Costa Rica under registration number 3-102-961232. The registered address is Provincia 06 Puntarenas, Canton 11 Garabito, Jaco, Costado Este De La Municipalidad Garabito, Bufete Sanchez Chavarria, 61101, Costa Rica.

This contact channel is intended for formal and legal correspondence only, not for player support or bonus queries.

What to Include When Contacting Support

Providing clear details when submitting a support request helps resolve issues faster. The following information is useful to include depending on the type of query:

• Registered email address associated with the account
• A brief description of the issue or question
• Screenshots or transaction references if the query is payment-related
• The game title or provider name if the issue involves a specific title
• The date and approximate time the issue occurred

Avoid including full payment card numbers or passwords in any message. The support team will never ask for a full card number or account password.

Responsible Gambling Support

Players who need assistance with responsible gambling tools - such as deposit limits, session time limits, cooling-off periods, or self-exclusion - can reach the support team through any of the channels listed above. Limit reductions take effect immediately upon request. Self-exclusion periods of six months, one year, three years, five years, or permanent exclusion can be arranged through the support team.

External support is also available through Gambling Therapy, Gamblers Anonymous, and GamCare. These organizations provide confidential help and resources for players who may be experiencing gambling-related difficulties.

For an overview of available tools and policies, players across Canada can visit the Only Win lobby directly to access account settings and responsible gambling controls from within the profile section.

Support Hours and Availability

Live chat and email support are available 24 hours a day, seven days a week. There are no scheduled maintenance windows for the support system. VIP members with personal managers may have access to a named contact during extended hours as part of the Prestige, Elite, Prime, or Premier service tier. Canadian players can reach the team in English at any time, including during Canadian public holidays.