Two channels are likely available for reaching the support team: live chat and email. Phone support has not been confirmed - check the Contact Us or Help section of the site for the current channel list. Live chat is the faster route for urgent issues; email suits anything that does not need an immediate reply.
Before contacting support for any issue, it is worth checking your account first. Transaction History, the bonuses section, and the verification area each show real-time statuses that often answer the question without needing to open a conversation.
Live chat is the probable primary channel, with a response that is typically immediate during operating hours. Email support is also likely available, with responses usually within 24 to 48 hours. Phone support has not been confirmed from any official source.
| Channel | Availability | Typical Response Time |
|---|---|---|
| Live chat | Probable - check Help section for hours | Immediate during operating hours |
| Probable - address in Contact Us page | 24 to 48 hours | |
| Phone | Not confirmed | Not confirmed |
Phone support is not confirmed; verify the current channel list in the Contact Us or Help section. Live chat is the fastest route for time-sensitive issues such as a blocked withdrawal or a failed deposit; email is more suitable when you need to attach documents or screenshots and a same-day reply is not critical.
Support hours have not been confirmed from an official source. The live chat widget is typically found in the bottom-right corner of the page, or you can reach it through the Help or Contact Us link in the site navigation or footer. Check the widget itself or the Help section for current availability windows.
To open a live chat session:
If live chat is shown as offline or unavailable, email is the alternative. The Help section may also list any temporary changes to availability. Do not leave a chat session without noting the agent name or conversation reference - this is useful if you need to follow up.
Email support is likely available, with a typical response window of 24 to 48 hours. This is a probable estimate based on standard practice for operators of this type; the exact timeframe is not confirmed from an official source. The specific email address has not been confirmed - find it in the Contact Us or Help section of the site.
If you have not received a reply within 48 hours, send a follow-up referencing your original message and include your account ID. If the issue remains unresolved after a second attempt, the formal complaints route is the appropriate next step.
Having the right information ready before you open a conversation reduces back-and-forth and speeds up resolution. At minimum, have your account ID or username, the transaction ID for any payment in question, and the date and time the issue occurred.
Depending on the type of issue, also prepare:
For a bonus code issue specifically, also note the exact code you entered, the payment method used for the deposit, and the stage at which you entered the code. Support can investigate more quickly when these details are provided upfront rather than requested mid-conversation.
Many of the most frequent support queries can be partially or fully resolved by checking your account before contacting the team. The account sections for transaction history, bonuses, and verification each display live statuses that clarify whether an issue is still in progress or has already been actioned.
Deposit not showing: check the transaction history in your account cashier area. A status of pending means the deposit is still being processed; this is normal for brief periods with debit cards and is typical for bank transfers, which can take 1 to 3 business days. If the status shows failed or declined, the issue is at the payment provider level - try an alternative method or contact your bank. If the deposit shows no status at all after the expected processing window, contact support with the transaction reference and the full details are covered under the deposit troubleshooting steps.
Withdrawal delayed or rejected: the cashier section shows the current status - pending, approved, processing, completed, or rejected. A rejection is typically caused by incomplete identity verification, an active bonus with unmet wagering, or a method mismatch between deposit and withdrawal. Check each of these before contacting support. Full guidance on statuses and rejection reasons is available under withdrawal status and delays.
Bonus not credited or verification rejected: if a bonus is not showing after a qualifying deposit, check the bonuses section of your account for active or pending offers. If documents have been rejected during identity checks, the rejection reason is usually communicated by email or shown in the account; resubmit with a clearer image and ensure the name and address match your account exactly. The full document checklist and status explanations are in the account verification section.
Account locked: this is typically caused by multiple failed login attempts, a pending verification requirement, or a security review. Contact support directly with your account ID; do not attempt further logins before the issue is confirmed as resolved.
Under UKGC requirements, operators must maintain a formal complaints procedure and signpost an approved Alternative Dispute Resolution (ADR) provider for cases that cannot be resolved internally. This is a confirmed regulatory requirement, not a discretionary policy.
The process works in stages:
ADR escalation is only available after the internal complaints process has been exhausted. Going directly to an ADR provider before completing the internal route will typically result in the case being referred back. Keep copies of all correspondence at each stage.
A help centre or FAQ section is likely accessible from the site footer or through a Help link in the main navigation. This covers common questions about account setup, payments, bonuses, and verification without needing to open a support conversation.
Checking the help centre first is useful for straightforward queries about how processes work. For account-specific issues - such as a specific transaction status or a document rejection - you will need to contact support directly, as the help centre covers general guidance rather than individual account actions.
If your query relates to limits, self-exclusion, or a cooling-off request, these are handled through the account settings rather than the support team in the first instance. The responsible gaming tools page explains how to set or adjust each option.
For queries about payment methods, fees, or processing times that are not tied to a specific transaction, the payments and methods pages provide the relevant detail without needing to open a support ticket.
Live chat and email are the probable contact channels. Live chat is accessible via the chat widget on the site or through the Help section; email contact details are available on the Contact Us page. Phone support has not been confirmed. Check the Help or Contact Us section for the current channel list.
Live chat is likely available and is typically the fastest way to reach the support team. Look for the chat icon in the bottom-right corner of the page, or navigate to the Help section. Availability hours are not confirmed from an official source - check the widget or Help page for current hours.
The specific email address has not been confirmed from an official source. You can find the current contact email in the Contact Us or Help section of the site.
Support hours have not been confirmed. Check the live chat widget or the Help and Contact Us page for the current availability schedule.
Email responses typically arrive within 24 to 48 hours, based on standard practice for operators of this type. This is a probable estimate and not confirmed from an official source. If you have not received a reply within 48 hours, send a follow-up with your account ID and the original message reference.
At minimum: your account ID or registered email, the transaction ID for any payment in question, the date and time of the issue, and screenshots of any error or incorrect status. For bonus queries, also note the bonus name and the payment method used. For verification queries, note the document type submitted and the date of submission.
First, contact support through live chat or email and keep a record of the conversation. If the issue is not resolved, submit a formal written complaint with your account ID, a description of the issue, relevant dates, and transaction references. If the formal complaint is not resolved, you can escalate to the approved ADR provider - the ADR details should be listed in the terms and conditions or provided by the support team.
An Alternative Dispute Resolution (ADR) provider is an independent body that reviews unresolved complaints between players and operators. UKGC-licensed operators are required to signpost an approved ADR provider. ADR is only available after the internal complaints process has been completed without a satisfactory outcome.
Submit a formal written complaint if live chat or email support has not resolved the matter. If the formal complaint is also unsuccessful, escalate to the ADR provider named in the terms and conditions or provided by the support team. Keep records of all correspondence, including dates, agent names, and conversation references, at each stage.
© 2026 Slotrave All rights reserved
