How to contact the casino support service?

You can contact TwinSpires Casino support via live chat, phone, or email. Live chat is accessible directly on the website, while phone and email support are also available for assistance with any issues.

What contact methods are available for customers?

Live chat, phone (877-774-7371), and email ([email protected]) are available support methods.

Casino website

https://www.twinspires.com

Casino launch date

TwinSpires rebranded BetAmerica to TwinSpires Casino in January 2021 in Michigan and subsequently in New Jersey and Pennsylvania.

Gaming license

Licensed by the New Jersey Division of Gaming Enforcement, Michigan Gaming Control Board, and Pennsylvania Gaming Control Board.

Casino headquarters location

801 Corporate Drive, Suite 2, Lexington, KY 40503, United States.

License jurisdiction

New Jersey, Michigan, and Pennsylvania.

Is there live chat on the website, does live chat work 24/7, and how long does it take to respond in chat?

Live chat is available and operates 24/7. Response time is usually within a few minutes.

Is there a contact form on the website?

There is no specific contact form, but direct email and live chat are available for inquiries.

Technical support email

[email protected].

VIP support email

TwinSpires does not publicly list a separate VIP support email; all players may use [email protected].

Complaints email

[email protected] is used for complaints and disputes as no separate address is listed.

Finance department email

TwinSpires does not specify a separate finance department email; use [email protected] for financial inquiries.

Security service email

No dedicated security email is provided; security concerns should be sent to [email protected].

Support hotline phone number

1-877-774-7371.

VIP line for premium customers

No dedicated VIP phone line is publicly listed.

Separate complaint line

There is no separate phone line for complaints; use the main number.

Technical support

Technical support is available via phone, live chat, and email with 24/7 coverage for email and live chat.

Financial department

No separate financial department contact is provided; use main support channels.

Security service

Security-related issues can be reported through main support channels.

Telegram support account

No official Telegram support account is listed for TwinSpires.

WhatsApp support account

TwinSpires does not offer WhatsApp support.

Viber support account

No Viber support account is available.

WeChat support account

No official WeChat support account is available.

Facebook page

https://www.facebook.com/TwinSpires

Instagram page

TwinSpires does not operate a public Instagram account.

Twitter/X page

https://twitter.com/TwinSpires

LinkedIn page

https://www.linkedin.com/company/twinspires.com

YouTube channel

https://www.youtube.com/user/TwinSpires

Telegram channel

TwinSpires does not maintain an official Telegram channel.

Discord server

There is no official Discord server.

Are there video calls with consultants?

Video call support is not offered by TwinSpires.

Are voice messages supported?

Voice message support is not provided in contact channels.

Is there a ticket system (helpdesk)?

TwinSpires uses a helpdesk via their online support center and email system.

Is there a mobile app with support chat?

Yes, the TwinSpires app has integrated customer support/live chat functionality.

Are push notifications supported?

Yes, push notifications are supported for app and web users for transactional and promotional messages.

Is SMS support available?

SMS is not used for support, but notifications may be sent regarding transactions or offers.

Can I request a callback?

There is no specific callback service; customers call in directly.

Are there forums or communities related to this casino?

TwinSpires does not have official forums or community discussion boards.

Is there a mobile app for contacting support?

The casino’s mobile app contains support chat and contact options.

Are Zoom/Teams consultations possible?

Video consultations through Zoom or Teams are not supported.

Is support available on weekends and holidays?

Customer support is available 24/7 via live chat and email, including weekends and holidays.

What are the support service operating hours?

Live chat and email are available 24/7. Phone support is available daily from 9 a.m. to 2 a.m. ET.

Supported languages

English is the only supported language for customer service.

Service regions

Service is offered for residents physically located in New Jersey, Michigan, and Pennsylvania in the US.

Can I contact support without registration?

Customers can contact support without registration for general inquiries, but account-specific help requires verification.

Can I send documents through chat?

Yes, users can submit verification or support documents via live chat or by email.

Privacy policy link

https://www.churchilldownsincorporated.com/privacy-policy/

Terms of service link

https://www.twinspires.com/tos/

What to do if I forgot my account password?

Use the “Forgot Password” feature on the login page to receive password reset instructions by email.

How to restore access to a blocked account?

Contact customer support to review the reason for blocking and provide any required documents for reactivation.

Why is my account blocked?

Common reasons include verification failure, suspicious activity, payment issues, bonus abuse, or regulatory compliance checks.

How to change profile information?

Most information can be updated in your account settings, but some changes (like name or address) may require contacting support.

What to do if I suspect my account has been hacked?

Immediately contact customer support, reset your password, and check for unauthorized transactions.

How to set up two-factor authentication?

If two-factor authentication is available, enable it in your account settings or follow instructions from the support team.

Why am I not receiving SMS confirmation codes?

Check your phone number, carrier service, and spam settings; contact support if the issue persists.

How to delete my casino account?

Contact customer support and request permanent account closure in line with responsible gambling or personal preference policies.

What to do if I can't log into my account?

Use the password reset feature, check credentials, browser compatibility, and contact support for further assistance.

How to check account login history?

Some casinos provide login history in account settings; if unavailable, request this information from customer support.

Why is document verification required?

Document verification is required for regulatory compliance, anti-fraud, anti-money laundering, and identity confirmation purposes.

What documents are needed for verification?

Typically, a government-issued photo ID, proof of address (e.g., utility bill), and possibly proof of payment method are required.

How long does document verification take?

Verification is usually completed within 24-48 hours, but may take longer during periods of high demand.

What to do if documents are rejected?

Review the reasons provided, ensure all details are legible and match your account, and submit the correct or updated documents.

How to upload documents for verification?

Documents can be uploaded via the account verification/ID upload section or sent by email to customer support.

Why does my account require additional verification?

Additional verification may be triggered by large transactions, security reviews, or discrepancies in account information.

Can I have multiple accounts?

Customers are not allowed to have more than one registered account per individual, per regulatory rules.

How to report suspicious activity?

Contact customer support immediately and provide details of the suspicious activity on your account.

What to do if I lose access to my email?

Use alternative recovery options provided or contact customer support to update your email after identity verification.

How to change phone number in my account?

Update your phone number in your account settings or contact customer service for assistance if editing is restricted.

Why are my account functions limited?

Limitations may arise from incomplete verification, responsible gambling settings, or account security concerns.

How to set deposit limits?

Set deposit limits in the responsible gaming/tools section in your account settings or request changes through customer support.

What is self-exclusion and how to activate it?

Self-exclusion restricts access to gambling for a set period; activate it in-account or by contacting support.

How to temporarily freeze my account?

Use the timeout option or request a temporary freeze through customer support or responsible gambling settings.

What to do if I suspect fraud?

Report any fraudulent activity to customer support and monitor account/card transactions for unauthorized payments.

Why is my deposit not going through?

Causes may include incorrect payment details, card or bank restrictions, insufficient funds, or technical issues.

How long does withdrawal processing take?

Withdrawals are processed within 24-72 hours, subject to payment method and any pending verification.

What fees are charged for transactions?

TwinSpires does not typically charge deposit or withdrawal fees, but payment providers may impose charges.

Why was my withdrawal request declined?

Likely reasons are incomplete verification, mismatch of payment methods, bonus wagering not met, or security checks.

What deposit methods are available?

Supported methods include PayPal, ACH, Visa/Mastercard, online banking, Skrill, prepaid card, and mailed check.

What are the minimum and maximum deposit amounts?

Generally, the minimum deposit is $10 and the maximum is $9,999 per transaction.

Maximum deposit amount

$9,999.

How to cancel a withdrawal request?

If permitted, cancellations can be made in your account withdrawal history until processed; contact support if not available.

Why is my withdrawal taking so long to process?

Delays can be due to pending verification, processing review, or payment provider delays.

Can I withdraw to a different card?

Withdrawals are usually limited to the card or method used for deposit, per anti-fraud policies.

What to do if money was debited but not credited?

Allow processing time, check with your bank, and contact support if not resolved within the expected timeframe.

How to check the status of a financial transaction?

View the transaction in your account history or contact customer support for real-time updates.

Why are financial operations blocked?

Blocks may occur due to incomplete KYC, suspicious activity, regulatory requirements, or limits breaches.

What documents are needed for large withdrawals?

Withdrawals over certain thresholds may require additional ID, proof of address, and payment method documentation.

Are there withdrawal limits?

Yes, the maximum withdrawal per transaction is typically $9,999, subject to overall account and legal limits.

How do refunds work?

Refunds are processed to the original payment method after investigating the claim per company policy.

What to do with failed payments?

Check your payment method, ensure sufficient funds, and contact support to resolve persistent payment failures.

Can I change the withdrawal method?

Changing withdrawal methods may require using previously verified deposit methods or contacting support for approval.

Why is proof of funds source required?

Proof of funds may be necessary for large transactions to comply with anti-money laundering regulations.

How to get a financial transaction statement?

Request a transaction statement via your account transaction history or contact customer support.

What to do if a payment is stuck?

Wait 24-48 hours, then contact customer support with payment details for investigation.

What currencies does the casino accept?

TwinSpires accepts only US dollars (USD).

Is there currency conversion?

Currency conversion is not available as only USD is accepted.

How do cryptocurrency payments work?

Cryptocurrency payments are not accepted by TwinSpires.

What to do with payment system errors?

Report errors promptly to customer support and provide screenshots or error messages for faster resolution.

Can I return an erroneous deposit?

Contact customer support immediately to investigate and process a return when possible.

Why won't the game load?

Try refreshing the page, clearing cache, checking internet connection, and ensuring browser compatibility.

What to do when there's a game crash?

Reopen the game; account balance and game progress are usually automatically updated. Contact support if losses occur.

How to report a game error?

Use live chat, email, or phone support to report errors with details about the game and the issue.

Why did my winnings disappear after a crash?

Winnings should be credited automatically; if not, contact support for a review and adjustment.

Game sound not working - what to do?

Check device volume, in-game settings, and browser sound permissions; restart the game if needed.

Game lagging or freezing - how to fix?

Ensure a stable connection, close background apps, and clear browser or app cache to improve performance.

Why isn't my bet being counted?

Confirm bet placement in your transaction history; failed bets may occur due to network or session timeouts.

How to check game round results?

Game round results can be reviewed in your betting or game history section.

What to do if the game is not responding?

Refresh the page/app, check your connection, restart your device, or contact support for technical help.

Why are some games unavailable?

Games may be restricted by jurisdiction, licensing, or scheduled maintenance.

How to clear cache for better game performance?

Clear your browser’s or app’s cache from settings to resolve loading and performance issues.

Problems with game display on mobile device?

Update your app/browser, clear cache, and ensure your device OS is up-to-date for compatibility.

What to do if bonus didn't activate?

Confirm promotion eligibility and wagering requirements; contact support if the bonus does not appear.

How to check bonus wagering requirements?

Bonus terms and wagering requirements are displayed in the Promotions/Bonuses section or via your account.

Why aren't bonus points being credited?

Points may be delayed or subject to specific wagering requirements; verify terms and contact support for missing points.

How to participate in tournaments and promotions?

Opt in from your account or promotions page; follow terms and wagering requirements to participate.

What to do if promo code doesn't work?

Ensure the code is entered correctly, still valid, and meets all terms; contact support if issues persist.

Why is Live Casino unavailable?

Live Casino access depends on your location, account status, and regulatory permissions.

Problems with video streaming in live games?

Check your internet speed, update the app/browser, and close other streaming applications to improve quality.

How to report a technical glitch?

Contact support with a clear description of the issue, affected platform, and steps to reproduce the glitch.

What to do if the website won't load?

Check your internet connection, refresh the browser, clear cache, or try a different device.

Browser compatibility issues?

TwinSpires supports modern browsers (Chrome, Firefox, Edge, Safari); update your browser to the latest version.

How to update Flash Player or other plugins?

Most games run on HTML5; if plugins are needed, follow browser prompts and update via official sources.

What to do with slow website loading?

Clear cache, close extra tabs, check your bandwidth, and disable ad-blockers or VPN.

How to get technical support for games?

Use live chat, phone, or email technical support for game-related problems and troubleshooting.