Contact Casinera casino
Start playingReach Casinera for anything to do with your account, a deposit, a withdrawal or one of our bonuses. This page sets out how our support team works and what to have to hand before you write in, so the first reply back actually solves your problem.
Getting in touch with our support team
Our support runs around the clock, every day of the year. You can reach us through live chat, email or our UK telephone line, and live chat is the fastest route – our average response there is 45 seconds, against roughly 4 hours for email.
All 25 agents on our team are trained on UK gambling regulations, responsible gambling protocols and GDPR compliance, so whichever channel you use, the person answering knows the rules that apply to your account. Live chat transcripts save automatically to your account, which is useful if you need to refer back to a conversation later.
What our support can help with
Our team handles the practical side of using Casinera: registration problems, deposits and withdrawals, questions about the welcome package or any of our ongoing promotions, identity verification, and technical issues with the site itself.
- Deposit or withdrawal not showing up as expected
- Questions about wagering on the 100% match up to £200 first deposit bonus
- Document upload issues during verification
- Login or account access problems
- Setting or adjusting deposit limits and other responsible gambling tools
What to have ready before you write in
A faster reply usually comes down to what you give us up front. Send the email address on your account, roughly when the issue happened, and any reference number shown on screen – for a payment query, note which method you used, since Visa/Mastercard, PayPal, Skrill, Neteller and Bank Transfer are each handled slightly differently.
- Note the email address registered to your account
- Write down the approximate date and time of the issue
- Screenshot any error message or reference number
- Have your payment method to hand if it's a deposit or withdrawal query
- Send it all in one message rather than several follow-ups
Verification and documents
If your query is about identity checks, verification normally completes within 72 hours once your documents are submitted. We accept a UK passport, a UK driving licence or a national identity card for identity, and a utility bill, bank statement or council tax letter dated within the last three months for address. Deposits over £2,000 in a calendar month trigger an additional source-of-funds check, which is worth knowing before you email asking why a larger withdrawal is taking longer.
Responsible gambling support
If you're contacting us because gambling has stopped feeling like entertainment, our team can talk you through the tools available on your account – deposit limits, reality checks, and local self-exclusion from 24 hours up to six months. For independent support, GamCare runs the National Gambling Helpline free on 0808 8020 133, 24/7, and BeGambleAware offers free, confidential advice. You can also self-exclude across every UKGC-licensed site through GamStop.
Casinera is for players aged 18 and over (18+) only. If a device you use is shared with anyone under that age, parental-control software such as Net Nanny or Qustodio adds a layer of protection.
Email us directly at [email protected] and we'll aim to get back to you within 48 hours outside of live chat hours.
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.