Contact Our Casinoways Support Team
Our support desk operates around the clock, every day of the year. Whether it is a stuck withdrawal at 3 a.m. or a bonus question on a Sunday afternoon, a real member of our team picks it up.
How to Reach Us
We keep contact simple: one live chat window and one email address cover everything. You will find the live chat launcher in the bottom-right corner of every page on casinowaysonline.co.uk, including on mobile. Click it, type your name and query, and an agent joins the conversation.
Email works best for anything that needs attachments, such as KYC documents or screenshots of a failed deposit. Write to [email protected] from the address registered on your account so we can verify you faster.
- Live chat: bottom-right launcher on any page, staffed 24/7, average wait under 2 minutes
- Email: [email protected], answered within 24 hours, usually within 6
- Chat transcripts: emailed to you on request, so you keep a record of every reply
| Channel | Availability | Typical first response |
|---|---|---|
| Live chat | 24 hours, 7 days a week | Under 2 minutes |
| 24/7 intake, replies around the clock | Within 24 hours | |
| KYC document review | Business days | Up to 3 business days |
What We Can Help With
No query is too small. Our agents handle everything from password resets to complex withdrawal investigations, and they can escalate directly to payments or compliance when needed. If a reply requires a specialist, we tell you so in the first response instead of leaving you waiting in silence.
For payment issues, have your transaction reference ready: it starts with a short ID shown in your account history. With that, we can trace a deposit or withdrawal in minutes rather than hours.
- Account access: login problems, password resets, profile updates, account closure
- KYC verification: which documents to send, status of your review, resubmissions
- Deposits and withdrawals: missing funds, limits, card and crypto troubleshooting
- Bonuses: the 100% up to £250 welcome package with 500 free spins, weekly 10% cashback, Friday reload of 50% up to £180, wagering of 35x, tournament entries
- Technical faults: game loading errors, frozen rounds, mobile browser issues
- Responsible gambling: deposit limits, loss limits, session reminders, self-exclusion, referrals to GamCare, BeGambleAware and GAMSTOP
Check These Before You Write
Half of all queries solve themselves in under a minute with two quick checks. Open the FAQ from the footer, and look at your profile's verification status. If your KYC review is still within the 3-business-day window, no chase is needed yet; the status flips automatically once compliance clears your documents.
Your transaction history answers most payment questions. Compare the timestamp of a pending withdrawal against our stated processing windows: crypto and e-wallets clear within 0 to 24 hours, cards and bank transfer take 1 to 5 business days. If a payout sits outside those windows, that is the moment to contact us.
- Read the FAQ entry for your topic in the footer help centre
- Check KYC status under Profile, then Verification
- Open Transaction History and note the reference and timestamp
- Confirm your deposit met the £20 minimum before reporting a missing bonus
- Screenshot any error message; it speeds up diagnosis considerably
How We Verify Your Identity
For your security, we never discuss balance details, payment methods or document status until you are verified in the conversation. In chat that means confirming your registered email and date of birth; by email, simply write from the address on your account. It takes seconds and protects your funds.
We will never ask for your full password, a card CVV, or a payment into another account. If anyone requests those details while claiming to represent Casinoways, end the contact and report it to [email protected] immediately.
Press and Business Enquiries
Journalists, affiliates and game studios have a separate route so your message does not sit in the player queue. Send press, partnership and advertising proposals to [email protected] with PRESS or PARTNERSHIP in the subject line, and our commercial team replies within two business days. Casinoways N.V., licence OGL/2024/842/0350 issued in Curaçao, is the operating entity behind this site.
Frequently asked questions
Is live chat available at night and on weekends?
Yes. Live chat is staffed 24 hours a day, 7 days a week, including bank holidays. Average wait time is under 2 minutes.
How long does email support take to reply?
We answer every email within 24 hours, and most within 6. Attach screenshots and write from your registered address to get a full reply first time.
Can I chase a pending withdrawal through support?
Yes, but first check the stated windows: crypto and e-wallet withdrawals clear within 0 to 24 hours, cards and bank transfer take 1 to 5 business days. If your payout exceeds those windows, contact chat with your transaction reference.
How do I set deposit limits or self-exclude?
Open live chat and ask for responsible-gambling assistance. An agent can apply deposit limits, loss limits and session reminders immediately, and start a self-exclusion of your chosen length. We also direct you to GamCare, BeGambleAware and GAMSTOP.
What documents does KYC require?
Before your first withdrawal we need a photo ID, proof of address and proof of your payment method. Verification takes up to 3 business days, and you can track the status under Profile, then Verification.