English, and only English. Our agents are UK-based — no offshore call centres, no machine-translation bots. Should you need another language (French, German, Spanish), you can request it explicitly in chat and we'll route you to a bilingual agent (allow 5-10 minutes extra wait).

Yes. Our chat runs 24 hours a day, 365 days a year, bank holidays and Christmas included. We also answer our general support email at weekends, though with slower turnaround (up to 24 hours on Saturday and Sunday). Our freephone line is Monday-Friday only, 09:00-21:00 GMT.

We clear general support email within the same business day — typically 2-4 hours if you send between 09:00 and 18:00. KYC emails we process within 24 business hours of document receipt. Formal complaints get a first response inside 48 hours and full resolution inside 15 business days.

After 15 business days with no resolution from us, you can escalate to IBAS (Independent Betting Adjudication Service) — the ADR body used across UK gambling. Head to ibas-uk.com and complete the Make a complaint form. IBAS rulings are binding on us as the operator.

Yes. Our live chat is open to anonymous visitors wanting to ask about our bonus, payment methods or country coverage before opening an account. We also answer support emails from any address, though account-specific queries require you to be registered and to write in from your verified email.

Yes, but only for VIP Gold and above. We don't publicly list the number — we share it by email as part of the VIP tier welcome. For everyone else, our site's live chat does the same job at the same speed.

For account queries: your registered email (so our agent locates your account quickly) and the specific issue. For a transaction, include the transaction ID (visible in Cashier > History). For game disputes, attach a screenshot of the result and the round ID (visible in the game history). The more specific detail you provide up front, the faster we resolve it.

We're an online-only operator — no walk-in office in the UK. Our registered corporate address is set out on our T&C page and lodged with the regulator. We route all customer support through digital channels and our freephone line. This is standard for online casinos.

No — every channel we run is free for you. Live chat costs nothing, email costs nothing, our 0808 freephone is free from any UK landline or mobile, and the IBAS complaints route is also free. We never ask for money to "speed up" a complaint or "unlock" an account — anyone asking is phishing, so close the conversation and report it through our official chat.

Yes. Our live chat accepts images (JPG, PNG, GIF) up to 10 MB per file. It's the fastest way to show our agent exactly what you're seeing. If the file is bigger, or you need to attach more than three, use our support email — it takes up to 25 MB per message.

We use Instagram, Facebook and X (Twitter) for updates and promotions, but not for player support. Direct messages on social platforms are slow to answer (24-72 hours) and can't handle personal data under AML rules. For any account, balance, bonus or withdrawal question, use our chat, email or phone. Our official accounts carry the blue verification badge — watch out for impersonators.