Contact Us

Live chat is available 24/7 from any page of the site once you are signed in, and it is the quickest way to get an answer.

You can also write to us at support@casinogrp.co.uk. E-mails are answered in the order they arrive, so please use live chat for anything urgent. We do not take enquiries by phone or by post.

One message with the right details usually settles the matter without us needing to come back to you. Please include:

• Your username. Never send us your password.
• The game, bonus or transaction involved, named as it appears in the lobby or the cashier.
• The date and time it happened, with your time zone.
• What you expected, what actually happened, and any error message you saw.

• Account and verification: signing in, updating your details, and the documents needed for identity checks.
• Deposits and withdrawals: payment methods, pending balances, and the limits shown in your account.
• Bonuses: how an offer works, wagering progress, and the terms attached to it.
• Technical issues: a game that will not load, a dropped round, or a fault on the site.

To make a complaint, e-mail support@casinogrp.co.uk with Complaint in the subject line and include your username along with the details listed above.

We acknowledge every complaint, look into it, and reply with our decision in writing. If we need further information or documents, we will ask you for them. Where the matter cannot be settled with us, we will tell you what you can do next.