Contacting Casinera: support channels, response times and complaints
Start playingThis page explains how to reach Casinera and what happens once you do. Whichever channel you use, having your account details ready gets you a faster, more useful first reply.
Who you're writing to
Enquiries sent to [email protected] go to our own support team, not a third party. We handle questions about your account, deposits, withdrawals, bonuses and verification directly — there's no outsourced call centre standing between you and an answer.
What we can help with
Most messages we get fall into a handful of categories: getting a deposit or withdrawal to go through, understanding a bonus's wagering terms, uploading verification documents, or a technical issue with the site itself. If your question touches any of those, our support team can look at your account directly and give a specific answer rather than a general one.
- Registration and login problems
- Deposit and withdrawal queries, including delays
- Bonus terms and wagering questions
- Identity verification and document uploads
- Technical faults on desktop or mobile
Email and response times
Email reaches us at [email protected], and we aim to reply within 48 hours. To help us answer on the first try, include the email address on your account, roughly when the issue happened, and any reference number shown on screen — a withdrawal request ID or a chat transcript reference, for example.
Reaching us by chat and phone
Live chat and a UK telephone line are both available, and both run 24/7. Chat is the quickest route for anything time-sensitive: average wait is around 45 seconds, against roughly 4 hours for a first email reply. Phone support suits anything you'd rather talk through, particularly account security or a payment that hasn't arrived.
Players with higher account activity have access to a dedicated VIP support line, which handles the same range of issues with priority handling and a named point of contact.
Taking a complaint further
If a first response doesn't resolve the issue, ask for it to be escalated within the same email thread or chat conversation — this keeps your history attached and avoids repeating yourself. Complaints involving a specific transaction move faster with the transaction reference and date included from the start.
If you feel your gambling is becoming a problem rather than entertainment, GamCare and the free National Gambling Helpline on 0808 8020 133 (24/7) are independent of Casinera and can talk you through options, including self-exclusion via GamStop.
This site is for players aged 18 and over (18+) only. If gambling ever stops feeling like entertainment, free and confidential help is available at BeGambleAware.org.