Getting a fast answer
- Have the transaction reference and the date of the deposit or withdrawal ready before the chat is opened.
- State the username or the e-mail address of the account in the first message.
- Attach a screenshot when a game or a bonus behaves unexpectedly.
- Ask one question per message, so that each answer can be quoted later.
- Request a confirmation by e-mail when an agent promises a payout date or a bonus adjustment.
When e-mail is the better channel
Disputes about a cancelled withdrawal, the upload of identity documents and requests for a break or a self-exclusion are handled by e-mail, because a written trace is kept on both sides. A message to support@sweetsino.com is best built from the account e-mail, the transaction reference, the date, the amount and a single sentence that describes what is expected.
The help section
The FAQ of Sweetsino is split into Payments, Games and Account sections, and the How To Play and Contact Us pages sit next to it, together with the KYC, AML, complaints and refund policies. When an agent contradicts what is written in the FAQ, a confirmation by e-mail is requested before the advice is followed.
Frequently asked questions
How is Sweetsino support contacted?
The live chat on the site and the e-mail address support@sweetsino.com are the two published channels, and no telephone number is listed.
What is needed for a question about a withdrawal?
The transaction reference, the date, the amount and the method are given in the first message, together with the username of the account.
Where are the identity documents sent?
The documents are uploaded in the account or sent by e-mail, and a withdrawal is only processed after all requested documents have been provided.
Can a self-exclusion be requested through support?
A break or a self-exclusion is set in the Limits section of the account or requested from support, and the exclusion applies across all brands of the operator.