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Who answers what

While Grand ivy runs the casino floor, this website is an independent review publication. Questions about your account balance, a pending withdrawal, a bonus dispute or a technical fault belong with the operator’s own support desk. Questions about how a review was researched, why a rating reads as it does, or an error you have spotted in a published verdict belong here. Sending account queries to this form will only delay a resolution, because the team that reads it does not hold your account data.

Language of reply

The editorial team reads and replies in English. Write in English and your message will be handled in that language. Correspondence in other languages may still be answered, but a reply in English cannot be guaranteed without delay. Keep the message plain and specific so the right person can act on it quickly.

What never goes in the form

This form is not a secure channel. Never send a password, a PIN, a card number, a bank account number, a copy of your passport, a utility bill or any other identity document through it. The same applies to screenshots that show your full balance, your transaction history or any verification code. A genuine support agent will never ask you to supply those details through a contact form on an independent site, and no legitimate request from Grand ivy will require you to pass them through here either. If anyone asks for such information by this route, treat it as a red flag and do not comply.

Should you need to verify your identity or update payment details, go through the secure area of the casino’s own website and follow the procedure it provides there. That channel is the only place where sensitive data belongs.

Where to turn before you write

If gambling is causing you distress, the contact form is the wrong place to start. Look first for the responsible-gambling section on the Grand ivy website, where self-exclusion tools and deposit limits are usually managed directly from your account. Independent help organisations also offer confidential support and can be reached without involving the casino at all. Those services operate separately from this site and from the operator, and they do not require you to explain yourself to a review team first.

For matters that are not urgent, expect a reply within a reasonable time rather than a fixed deadline. The team responds to genuine editorial queries, but it does not act as a middleman for complaints about bets, payments or account restrictions — those must go to the operator’s own support channel to carry any weight.