If something has gone wrong, or you simply need clarification on how something works, 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 issue and sort it out, not to pass you around or send you a template reply.

You can find the available contact channels elsewhere on this page. Whichever one you use, your message reaches the same support team, and the same people have the authority to handle account queries, payment questions, bonus disputes, and responsible gambling requests directly.

What to include when you write to us

The single biggest reason a support exchange runs to three or four messages instead of one is missing information. When you contact us, please include your registered username or the email address on your account, a clear description of what happened, and — where relevant — the date and approximate time of the event. If your question is about a transaction, the amount and payment method help us find the record straight away. You do not need to attach screenshots unless we ask, but they are welcome if you think they make things clearer. The more specific you are upfront, the more specific we can be in return.

Once your message is submitted, it enters our queue and is assigned to a member of the team. You will receive a confirmation that we have received it. From there, the agent reviews your account, checks the relevant records, and responds with either a resolution or, if something needs escalating internally, an honest update on where things stand. We do not close tickets without a response.

Complaints and responsible gambling requests

If you feel your issue has not been resolved to a fair standard, you can raise a formal complaint. Please mark it clearly as a complaint so it is treated separately from a routine query. Formal complaints are reviewed by a senior member of the team. If we are still unable to reach a resolution that satisfies you, we will explain what further steps are available to you under our licence with the Anjouan Gaming Authority, including any external dispute options.

Requests related to deposit limits, cooling-off periods, or self-exclusion are handled with priority and without argument. If you ask us to restrict or close your account for responsible gambling reasons, we will act on that request. We will not try to retain you with offers or counter-proposals. These requests can be made through any of our contact channels, and the same team that handles general support is authorised to process them immediately.

One final point on security: we will never ask you for your password, your full card number, or any security credential via email or chat. If you receive a message claiming to be from Musbet that asks for this kind of information, do not respond to it — contact us directly so we can look into it. Protecting your account is a shared responsibility, and we take our side of it seriously.