Stuck right now

Reach a real person at Casinoways in minutes

Casinoways answers live chat, e-mail and phone around the clock, 24 hours a day, seven days a week, in your own time zone.

Contact support now 191,000+ players already here

Paid out today

871,652 £

7,256 Playing now

Licensed 82665-8560-R-918245, established 2007

Average withdrawal in 14 minutes

Audited by iTech Labs, GLI, SIQ

Pick a channel

Choose chat, e-mail or phone

Casinoways keeps every line staffed at all hours, so a person picks up whenever you write or call.

Problem that cannot wait

Best for a locked account or a bonus question you want solved in one exchange: a Casinoways agent replies in about 2 minutes, day or night.

Start chat

Your paperwork needs sending

Best for documents, statements and anything you would rather attach: write to [email protected] and expect an answer in roughly 2 hours.

Write to us

Withdrawal stuck?

Best for a stuck withdrawal or a payment you do not recognise: call +44 20 4700 2275 (GMT) and a Casinoways agent answers in about 5 minutes.

Call us

Casinoways in the United Kingdom

Everything a UK player needs for support

Casinoways staffs one desk for UK players, in English and three more languages, working to your own clock.

How to reach

Support phone: +44 20 4700 2275; Support time zone: GMT; Languages: English, German, Finnish, Norwegian; Support e-mail: [email protected]

Who supervises

Supervisory authority: UK Gambling Commission, 82665-8560-R-918245

Where to get help

Gambling help: GamCare, BeGambleAware, GAMSTOP

Complaints desk

Get a clear outcome when support cannot help

We settle most issues on first contact, and we keep a route open when we do not.

Before it escalates

Reach support first and describe exactly what went wrong, with dates, amounts and any reference you were given. Keep the reply.

Answer in writing

Support replies with a written answer and what they propose next, usually within two hours by e-mail. Read it fully before deciding.

Can a manager look again?

Ask to escalate your case to a senior team if the answer misses the point. Casinoways logs it and replies again in writing.

The last resort

Take an unresolved dispute to the UK Gambling Commission, our regulator, once our own process has run its course. Bring your records.

No queue for the wrong inbox

You wrote to the wrong inbox first

Casinoways routes by subject, so your question lands with the people who can actually close it.

Account

General support: [email protected]; Verification and documents: [email protected]

Money

Deposits and withdrawals: [email protected]

Everything else

Complaints and escalations: [email protected]; Privacy and data requests: [email protected]; Business and partners: [email protected]

Gather the right details for a faster answer

Line up these five details so we can act on the first reply.

Your registered email address
The date and time of the issue
Your account reference or username
Screenshots of the error or bet
Amounts in pounds involved

Get closure today

Your question may already be settled

Ten years of answering United Kingdom players taught us which questions repeat, so we answer them here first.

trustHow long until I get my data copy?+

Ask our privacy team for a copy of your data and it arrives within one month. Use the privacy address on this page and the same month applies to erasure requests, though records we must keep for licensing stay in place.

trustWhat if my documents are still pending?+

Allow up to 49 hours for checks once proof of identity, address and payment method reach us. Most files clear sooner, and you can keep playing while we review.

trustWhen does a closure take effect?+

Tell support you want the account closed and it is shut the same day. Any balance left is paid to your verified payment method, and reopening later is decided case by case.

trustDo I need proof you are licensed?+

No extra paperwork is needed, because every licence is listed publicly. Casinoways Ltd holds UK Gambling Commission licence 82665-8560-R-918245, which you can check against the register whenever you wish.

trustWhere can I get help in my language?+

Chat and phone run in English, German, Finnish and Norwegian, all day and all night. A United Kingdom player writing in English reaches an agent within two minutes on chat and five on the phone.

trustCan I escalate this beyond support?+

Take the reply to [email protected] and our team reviews the whole exchange again. Should the outcome still not suit you, the UK Gambling Commission accepts disputes once our process is exhausted.

Seven answers

Casinoways opens round the clock

Check this the moment you need a reply and want the quickest line.

Live chat

Live chat hours: 24 hours, 7 days; Live chat first reply: about 2 minutes; Time zone: GMT

E-mail

E-mail address: [email protected]; E-mail reply: within 2 hours

Phone

Phone number: +44 20 4700 2275; Phone waiting time: about 5 minutes

Casinoways Ltd, licensed and registered

Company. Legal name: Casinoways Ltd; Company number: Company No. 79454232 (United Kingdom); Address: Victoria Road, Birmingham

License. Regulator: UK Gambling Commission; License number: 82665-8560-R-918245

Written contact. E-mail: [email protected]