Contact CasinoW Support | Help & Complaints 2026

We offer two ways to contact our team: live chat and email. Live chat is the best choice when you want a quick answer, such as a question about a pending deposit, a bonus condition or how to change a setting in your account. Email suits anything that needs detail, supporting documents or a written record, and you can write to us at [email protected]. We have not confirmed fixed live chat hours, so if the chat window shows as unavailable, send us an email and we will pick it up from there. We do not offer a phone line, so please beware of anyone claiming to call you on our behalf.

A little detail at the start saves a lot of back-and-forth. Please give us your username and the email address registered to your account, then describe what happened in plain terms, including the date and approximate time. If the issue involves money, add the transaction reference and the payment method used. Screenshots are very helpful for error messages, game problems or anything that looks wrong on screen. If your query is about a game round, tell us the game name and, where you can see it, the round or session ID. Never send your full card number, password or PIN. We will never ask for them.

Live chat is designed for immediate replies, though busy periods can mean a short wait. For email, we aim to reply as promptly as we can and will always acknowledge your message so you know it has reached us. More complex matters, such as payment investigations or verification reviews, can take longer because they may involve checks with payment providers or specialist colleagues. If that happens, we will tell you what we are waiting on and keep you updated rather than leave you guessing. Replying to the same email thread keeps your case together and avoids delays.

As a UK-licensed operator, we are required to confirm who our customers are. That means we may ask you to verify your email address after signing up and to complete identity checks, typically before a withdrawal or when our systems prompt a review. If you are asked for documents, send clear, uncropped images or scans through the route our team gives you, and make sure the name matches your account. For help with login problems, updating personal details or understanding why a check was triggered, contact us by chat or email and we will walk you through it.

Our team can help with deposits, withdrawals and anything in between. We support Visa, Mastercard, PayPal, Apple Pay, Trustly, Paysafecard, Skrill, Neteller and Open Banking, and limits and timings vary by method. E-wallets and Open Banking withdrawals are typically the quickest, usually within about 24 hours once approved, while cards and bank transfers commonly take one to three working days. If a payment looks delayed or missing, send us the transaction reference, the amount, the date and the method used, and we will trace it. For bonus queries, remember that some payment methods can affect eligibility.

If we have let you down, please tell us. Contact our team by email or chat, say clearly that you wish to make a complaint, and explain what went wrong and what outcome you are hoping for. We will review it fairly and reply with our findings. If you remain unhappy after our final response, or we have not resolved matters within the timeframe set by the rules, you can take your complaint to an independent alternative dispute resolution service, and you may also raise concerns with the UK Gambling Commission. We will give you the details of the relevant service when we respond.

Gambling should stay enjoyable and affordable. You can set deposit limits, take a time-out or self-exclude directly from your account, and our team can guide you through any of these or action them on your behalf if you ask. We also integrate with GAMSTOP, the UK-wide self-exclusion scheme, which lets you block access to licensed gambling sites in one go. If you are worried about your play or someone else's, contact us at any time, or reach out to an independent support organisation such as GamCare. Gambling is for adults aged 18 and over, and it is never a way to make money.