Contact our support team
Every question you send us gets an answer from a real person on our customer care team. Live chat runs around the clock, email replies arrive within 24 hours, and this page tells you exactly which channel fits your question best.
Reach our support team
Live chat
Open the chat window in the bottom right corner of any page at casinoways-online.co.uk and type your question. A support agent joins the conversation, on average, within two minutes. The service runs 24 hours a day, seven days a week, including weekends and holidays.
Write to [email protected] for questions that need attachments or a longer explanation. Attach your screenshots, payment receipts or ID documents directly to the message so we can open one ticket with all the evidence in place.
Response windows at a glance
Pick the channel that matches how quickly you need an answer. The table below shows current response times.
| Channel | Availability | Typical response |
|---|---|---|
| Live chat | 24/7 | Under 2 minutes to first reply |
| Email [email protected] | 24/7, replies sent daily | Within 24 hours |
| KYC document review | 24/7 submission | Up to 3 business days |
Phone support
We do not run a phone line at the moment. Live chat covers urgent matters faster than a call queue ever would, and email keeps a written record of every answer for you.
What we can help with
Account and KYC questions
Our agents unlock accounts, reset passwords, change registered email addresses and guide you through the full verification process. Since we launched in 2022, verification has followed one fixed procedure: photo ID, proof of address and proof of your payment method, reviewed within three business days of submission.
Payments
Ask us about any deposit or withdrawal. We can confirm the minimum amounts of £20, trace a pending payout, explain the £4,500 daily and £18,000 monthly withdrawal caps, and give you the exact status of crypto and e-wallet withdrawals, which complete within 0 to 24 hours, while cards and bank transfers take 1 to 5 business days.
Bonuses and promotions
Questions about the welcome package, the 35x wagering requirement, your Friday reload or weekly 10% cashback all go through us. If a bonus was not credited, tell us the date and time you opted in and we will trace it in the system.
Technical problems and safer gambling
Report a game that will not load, a frozen session or a display error, and name the game title together with your device and browser. For safer gambling, our agents set deposit limits, loss limits and session reminders on the spot, activate self-exclusion immediately on request, and share direct links to GamCare, BeGambleAware and GAMSTOP.
Check before you contact us
Three checks that save time
Run through this short list before you open the chat window. Half of all tickets we receive close within one reply once the player checks these three things first.
- Open the FAQ section in the site menu: answers to bonus terms, wagering and payment timings sit there.
- Look at the KYC status in your profile. If it shows "Under review", your documents have reached us and need up to 3 business days.
- Check your transaction history in the cashier. A deposit marked "Pending" on your bank side has often already landed with us.
Details to include in your message
When you do write, give us your username, the date and approximate time of the issue, the amount involved and the payment method used. Messages with these four details are resolved on first contact in the large majority of cases.
Press and partnership enquiries
Business contacts
Media, affiliate and partnership requests do not belong in the player support queue. Send them to the business contact address published in the site footer and mark the subject line with your company name and the type of proposal. Our partnerships team reviews submissions weekly and replies to every serious enquiry within five business days.
Frequently Asked Questions
How quickly does Casinoways live chat respond?
An agent typically joins the chat within two minutes. The service runs 24 hours a day, every day of the year.
Which email address should I use?
Send all player questions to [email protected] and attach any receipts or screenshots directly to the message. We reply within 24 hours.
Can I call the support team?
We do not operate a phone line. Live chat handles urgent questions fastest, and email keeps a written record of the whole exchange.
How long does KYC verification take?
Up to three business days from the moment you upload your photo ID, proof of address and proof of payment method. You can watch the current status in your profile.
How do I set deposit limits or self-exclude?
Ask any live chat agent and they will apply deposit limits, loss limits, session reminders or self-exclusion to your account immediately on request.