Casinoways support hub

You Need Help Now — Casinoways Contact Options

Reach Casinoways support by live chat, e-mail or phone, and our team answers around the clock, 24 hours a day, 7 days a week.

Contact support 460,000+ players trust Casinoways

Paid today

711,912 £

4,117 Playing now

Licensed and regulated under licence 94696-6748-R-524189 since 2013

Average payout in 21 minutes, up to £40,000 per transaction

256-bit TLS protects every deposit, withdrawal and session

Pick your channel

Choose How You Reach a Human

Worried you will wait in the wrong queue? Each channel here reaches a real person promptly.

Live chat on the site

Live chat is best for quick questions and anything urgent, with a human typically answering within 3 minutes, day or night.

Open chat

Something to explain in detail?

Write to [email protected] for detailed issues or anything you want in writing; a reply usually lands within 4 hours.

Write to us

Prefer to talk it over?

Call +44 20 0181 3552 (GMT) when you would rather talk it through; a person usually picks up within 1 minute, any hour.

Call now

Playing from Britain

You are in the UK — here is your local help

Use this when you want local help you can trust, from a UK number to UK regulators.

How to reach us

UK phone+44 20 0181 3552

Support time zoneGMT

LanguagesEnglish, German, Finnish

E-mail[email protected]

Who supervises us

RegulatorUK Gambling Commission

Where to get help

Safer gambling helpGamCare, BeGambleAware, GAMSTOP

When Casinoways is not enough

The moment a reply misses the mark

For the moment an answer from support leaves your question unresolved and you want it looked at again.

When your first reply falls short

Write to the complaints inbox with your account details and a short timeline of what went wrong. A case handler reads it and replies in writing.

Casinoways sends a case reference

You receive a reference number that ties your case together, and an answer follows once the facts are checked against your account records.

A manager's fresh look

If the answer still feels wrong, ask the handler to pass the matter to a manager, who reviews the whole exchange and responds with a final decision.

When the final word still disappoints

Should the final decision leave you unsatisfied, you can raise it with the UK Gambling Commission, the regulator that licenses this casino.

Casinoways departments

Each Casinoways Department, Its Own E-mail

This settles who to write to, so your message reaches the right desk on the first attempt.

Accounts

General help[email protected]

Document checks (KYC)[email protected]

Payments

Deposits and withdrawals[email protected]

Other teams

Complaints[email protected]

Privacy and data[email protected]

Business and partnerships[email protected]

How soon you hear back

How long until someone answers?

Settles how quickly each channel reaches a person and the hours they run, all in UK time.

Live chat

Live chat hours24 hours a day

Chat first reply3 minutes

Time zoneGMT

E-mail

E-mail address[email protected]

E-mail reply4 hours

Phone

Phone number+44 20 0181 3552

Phone wait1 minute

When the Game Stops Being Fun, Look Outside

Free, confidential help sits outside Casinoways, and you do not need to be a customer to use it. GamCare, BeGambleAware and GAMSTOP each work with people in the United Kingdom who want to cut down or stop.

GamCare. Trained advisers talk through money worries, urges and family strain, and can point you toward local counselling across the United Kingdom.

BeGambleAware. Its self-assessment tools and advice pages help you spot risky habits early and plan a calmer week of spending.

GAMSTOP. Signing up puts one block on gambling sites and apps, giving your willpower a rest while you find your feet again.

Full article

Six facts to check

Licensed operator details

After reading it you will know the company, its registration and the regulator standing behind your play.

Company

Legal nameCasinoways Ltd

Company numberCompany No. 56805446 (United Kingdom)

AddressHigh Street, Birmingham

License

RegulatorUK Gambling Commission

License number94696-6748-R-524189

Contact

Support e-mail[email protected]

Casinoways help you faster with detail

A few details help the team resolve your question in a single exchange.

Your registered e-mail address
Your account username or ID
A screenshot of the issue
The date and time it happened
Any payment reference involved

No Wasted Minutes

Wondering How Something Works?

Most players worry they will wait days for a plain reply, and these answers remove that fear.

trustCan I close my Casinoways account myself?+

Yes, and you can do it whenever you like by asking the support team, who act on closures straight away. Your balance stays yours and is paid to your registered payment method. If gambling has become a problem, ask about self-exclusion at the same time.

trustWhat happens when a reply does not satisfy me?+

Reply to the same thread and say what still needs sorting, and a second adviser will look at it with fresh eyes. Should that leave you unhappy, write to [email protected]. You can then take the matter to the UK Gambling Commission.

trustHow long until I get my data or a deletion?+

Write to [email protected] and the team answers within a month, as UK data law requires. A copy of your data comes as a file, and deletion covers what the licence does not oblige us to keep. Records tied to safer gambling duties may be retained.

trustCan I check the licence behind this site?+

Yes. Casinoways Ltd holds licence 94696-6748-R-524189 from the UK Gambling Commission, which regulates our activity for players in Great Britain. Both the company registration and the permit can be checked independently. Anyone you speak to here works under that licence.

trustCan I play while my documents are checked?+

Often yes, with smaller transactions, though some withdrawals pause until checks finish. Our team usually completes verification in about 66 hours, so most players wait under three days. You will hear from [email protected] once anything else is needed.

trustWhere can I get help in German or Finnish?+

Live chat and e-mail both cover English, German and Finnish, so you can raise anything in the language you think in. Say farewell to guessing at technical terms in a second language. Phone support is offered in English.

trustWhen can I actually reach someone?+

Every hour of the week is covered, including bank holidays, so 3am on a Sunday is as staffed as a Tuesday afternoon. Times on this page follow GMT, the zone the United Kingdom keeps in winter. Expect phone in about one minute, chat in about three and e-mail in about four hours.