If something has gone wrong, or you simply need a hand with your account, we want to hear from you. The team behind Musbet — operated by Excite Ultra Media Ltd — is made up of real people whose job is to look at your situation and help you reach a resolution. This page explains how that process works so you know what to expect before you reach out.

What to include when you contact us

The single most useful thing you can do is give us enough information in your first message to act without needing to go back and forth. Let us know your registered username or the email address on your account, describe what happened and when, and — if the issue involves a payment or a bonus — include the relevant transaction reference or game name. The more specific you are, the more likely it is that we can give you a complete answer in one exchange rather than asking follow-up questions that slow things down. You do not need to apologise for getting in touch; that is exactly what this channel is here for.

Players based in the UK are fully supported and can contact us through any of the channels listed on this page. There are no restrictions on who can reach out.

Responsible gambling requests and formal complaints

If you want to set a deposit limit, take a cooling-off break, or request a self-exclusion, please make that clear at the start of your message. We treat these requests differently from general account queries — they are acted on as a priority and are not subject to the same back-and-forth that a billing question might involve. If you are asking for a self-exclusion, we will not try to talk you out of it or offer you a bonus as an alternative. We will process it.

A formal complaint is also handled separately from a standard query. If you feel that your issue has not been resolved to a satisfactory standard through normal support, you can escalate it in writing and it will be reviewed by a senior member of the team rather than the person who handled your original contact. Should that review still not resolve matters, you have the right to refer your complaint to the Anjouan Gaming Authority, our licensing body, whose details are available on request.

One thing we will never do is ask you to share your password, your full card number, or any security code via email or chat. If you receive a message claiming to be from Musbet that asks for any of those details, do not respond to it and let us know immediately. Our team has no need for that information to resolve account issues, and we will never request it.

Whatever brought you here, we would rather you got in touch than sat with an unresolved problem. Use the contact details provided on this page and we will take it from there.