Whatever has brought you here — a question about your account, a payment that hasn't landed, or something that simply doesn't feel right — we want to hear from you. There is a real team behind Dracula, operated by Excite Ultra Media Ltd, and the people who read your messages are authorised to act on them, not just pass them along.

What to include when you write to us

The quickest way to get a resolution in a single exchange is to give us enough to work with straight away. Let us know the username or email address registered to your account, describe what happened and when, and — if it relates to a payment — include the transaction reference or the amount and date. The more clearly you can describe the situation, the less time we spend going back and forth asking follow-up questions, and the sooner we can do something useful for you.

Once your message reaches us, it is read by a member of the support team who has the authority to investigate your account, review transaction records, apply adjustments where appropriate, and escalate internally if the matter requires a senior decision. You will receive a response through the same channel you used to contact us.

Responsible gambling and account controls

If you are writing to us about deposit limits, a cooling-off period, or self-exclusion, we treat those requests with priority. We understand that reaching out about these things can take some effort, and we do not want to add to that. Tell us clearly what you need — whether that is a temporary break or a longer exclusion — and we will act on it promptly. These requests are not routed through a general queue; they are handled as a matter of urgency. Players in the UK are fully supported when contacting us about responsible gambling controls or any other matter.

If your concern is more serious and you feel your initial message has not been resolved to your satisfaction, you have the right to raise a formal complaint. A formal complaint is treated differently from a routine query: it is logged, reviewed at a senior level, and you will receive a written outcome. If that outcome still does not resolve things to your satisfaction, you may refer the matter to the relevant external authority. We will not obstruct that process.

One thing worth stating clearly: we will never ask you for your password, your full card number, or any sensitive security credential by email or through any other channel. If you ever receive a message claiming to be from us and asking for that kind of information, do not respond to it — contact us directly to report it instead. Protecting your account is a shared responsibility, and we take our side of it seriously.

Use the contact details listed on this page to reach us. We are here to help you get things sorted.