Where to send a question and what to include
Our support team is here for every account question, from a login hiccup to a pending cash-out. Pick the route that fits the question, add the right details and a single reply can usually settle it.
How messages are handled
Personal-data questions have their own route, separate from everyday account questions.
- Data requests go to a dedicated privacy mailbox rather than to the support queue.
- Our team confirms a data request within four hours.
- Questions about logins, deposits, cash-outs and bonuses go to our support team through the routes below.
Our contact routes
- Live chat: staffed 24 hours a day, 7 days a week, with a typical first reply inside five minutes.
- E-mail: the right fit for longer questions, with a reply in about four hours.
- Phone: answered around the clock on GMT, with a waiting time around three minutes.
Live chat and e-mail run in English, German, Finnish and Norwegian. Phone runs in English.
Live chat suits a quick question that needs an answer within minutes, such as a bonus step or a deposit that has not shown up. E-mail suits a case with detail, such as several attachments or a long timeline. Phone suits anyone who prefers a voice, and the waiting time stays short.
Who handles what
Documents and identity checks
Verification of documents has a dedicated mailbox, and checks take about 23 hours. Proof of identity, proof of address and payment method confirmation all go through this route.
Deposits, cash-outs and bonuses
Deposits and cash-outs have a dedicated mailbox for payments, and live chat covers quick questions about the welcome offer and its 43× wagering.
Complaints
A complaint has a dedicated route and escalates to a manager review. State the date of the original contact and the answer received, so the review starts with the full picture.
Alerts in the apps
The apps send alerts for new offers and account events.
Feedback and suggestions
Ideas about games and the lobby
Notes on our 4,341 games, the providers behind them or the apps are welcome through live chat or e-mail.
Corrections
Spotted a figure that looks outdated? Say which one and where it appeared, and our team will check it.
Before writing
A message that carries these points can be answered in one reply:
- the e-mail address used to sign in;
- the topic in one line, such as a deposit, a cash-out, a bonus or a document check;
- the amount in GBP and the payment method involved;
- the date and time the issue happened;
- a short description of what was expected and what appeared instead.
Account security
Keep sign-in details private
The password for the account belongs to the player alone, so it stays out of chat, e-mail and phone conversations. The e-mail address works as the sign-in name.
Verification questions
Verification questions go through the document route. Share only the identity document, proof of address or payment method confirmation that was requested, and keep full card numbers out of every message.