Stakemate Support for Account, Payment and Gaming Help
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Contact Stakemate support at [email protected] or use the Contact section in the app for account, payment or gaming help. These are the confirmed support routes.
Account closure can also be requested through confirmed account routes, including email or the Account Screen. An ordinary support request is separate from a formal complaint, which follows its own process.
How to Contact Stakemate Support
Choose either of the confirmed support routes when you need help with your account, a payment or a gaming issue.
- Email [email protected].
- Use the Contact section in the app.
- Describe the issue clearly so the request can be understood.
No separate live-chat, telephone-support or guaranteed response-time route is stated here.
Getting Help With Payment Issues
Before treating a payment issue as exceptional, compare it with the normal rules that apply to the transaction. For withdrawals, the standard minimum is £5, card withdrawals normally take 4–6 working days, and supported online payment services normally complete on the same day.
Closed-loop payment rules can affect where funds are returned, and another supported payment method or bank account may be required if the original method cannot receive the withdrawal.
- Check whether the withdrawal meets the standard £5 minimum.
- Compare the elapsed time with the normal timing for the payment route.
- Check whether closed-loop handling affects the destination.
- Use support if your full remaining balance is below the standard £5 minimum.
Before treating a payment timing or routing issue as exceptional, compare it with the withdrawal rules for minimums, normal timings and closed-loop handling.
Getting Help With Verification
Additional information may be requested during verification, including information about payment ownership, source of funds or source of wealth where required. Account restrictions can apply while required information remains unresolved.
If the verification request is clear, provide the type of information requested for that check.
If the request itself is unclear, use a confirmed support route to ask what information is needed.
If the request concerns identity, address or financial evidence, review the verification requirements before asking support to clarify what is needed.
Getting Help With Gaming Issues
Each game has its own rules, and gaming sessions and transactions are recorded in account history. Check those details before assuming that an interrupted game or transaction has failed.
If an accepted transaction is interrupted, it continues to settlement. Winnings are credited through the applicable settlement process, and some games may require completion after the next login.
- Check the rules for the individual game.
- Review the recorded gaming session or transaction history.
- Check whether the accepted transaction has continued to settlement.
- Check whether the game needs to be completed after the next login.
- Use support if the issue remains unresolved after those checks.
Getting Help With Promotions and Codes
For a promotion or promo-code question, first check the current promotion details and the confirmed code rules. Current offers can be account-specific, and their requirements and expiry are shown with the relevant promotion.
- Check the wallet or promotions area for the current offer.
- Enter an eligible code on the Account Screen below your account name.
- Remember that each code can be redeemed once.
- Check the expiry defined by the relevant promotion.
If the issue concerns code entry, one-time redemption or expiry, check the promo code rules before escalating the question.
Closing Your Account Through Support
Account closure can be requested through confirmed account routes. Email and the Account Screen are both available routes for making that request.
Email route: use [email protected] to request account closure.
Account route: use the Account Screen where the closure option is available.
No fixed closure time or automatic reopening process is stated here.
Support Request or Formal Complaint
An ordinary request for account, payment or gaming help is different from a formal complaint. If you want to challenge how an issue has been handled, the formal complaint process applies instead.
A formal complaint should be submitted within six months of the relevant transaction. If it remains unresolved after eight weeks, a qualifying dispute may be eligible for escalation to IBAS under the separate complaint process.
If you want to make a formal complaint rather than request ordinary support, use the formal complaint process.
What to Include in a Support Request
Give enough factual context for the issue to be understood. The points below are practical guidance rather than a mandatory evidence list.
- Describe what happened and which account action is affected.
- Include the relevant amount, date, game or promotion context where it applies to your issue.
- State what you have already checked.
- Explain what remains unclear or unresolved.
Only provide additional documents or information where they are relevant to the particular account, payment or verification request.
Common Account Support Situations
Start with the confirmed rule that applies to the issue, then use support when the next step requires account-specific help.
Your Remaining Balance Is Below £5
If your full remaining balance is below the standard £5 withdrawal minimum, use support so the small-balance withdrawal can be handled through the appropriate route.
You Are Asked for More Verification Information
Additional verification information may be requested. Check what type of identity, address, financial or payment information is required, and use support if the request itself is unclear.
A Game Was Interrupted
An accepted transaction continues to settlement after an interruption, and some games may need completion after the next login. Check the game rules and recorded session before contacting support about an unresolved result.
A Promo Code Cannot Be Used
Check that you are using the Account Screen route, that the same code has not already been redeemed and that the promotion-specific expiry has not been reached before contacting support.
You Want to Close Your Account
You can request account closure by email or through the Account Screen.
FAQ – Stakemate Support Questions
How Do I Contact Stakemate Support?
Email [email protected] or use the Contact section in the app.
What Is the Stakemate Support Email?
The support email is [email protected].
Can I Contact Support From the App?
Yes. Use the Contact section in the app.
Can Support Help With a Balance Below £5?
Yes. If your full remaining balance is below the standard £5 withdrawal minimum, support may handle the small-balance withdrawal through the appropriate route.
Can I Ask Support About Verification?
Yes. Use support if a request for additional verification information is unclear.
What Should I Check After a Game Interruption?
Check the individual game rules, recorded session activity and whether an accepted transaction has continued to settlement or requires completion after the next login.
What Should I Check Before Asking About a Promo Code?
Check the Account Screen entry route, whether the code has already been redeemed and the expiry set by the relevant promotion.
Can I Close My Account by Email?
Yes. Account closure can be requested by email through [email protected].
Can I Close My Account From the Account Screen?
Yes. The Account Screen is also a confirmed account-closure route.
Is a Support Request the Same as a Formal Complaint?
No. Ordinary support is for account, payment or gaming help, while a formal complaint follows the separate complaints process.