Reaching a person

From Stalled to Sorted: Contact Wino Casino

Live chat, e-mail and phone reach the Wino Casino team 24 hours a day, seven days a week, every day of the year.

Talk to support Licensed. Encrypted. Trusted by 501,000+ players.

Paid today

239,670 £

5,367 Players online

UK LicensedRegulated by the UK Gambling Commission under license 58663-2308-R-173202 since 2017.

30-Minute WithdrawalsAverage payout processing in 30 minutes. £33M paid weekly, up to £70,000 per transaction.

256-Bit EncryptionBank-grade 256-bit SSL protects every deposit, withdrawal, and session on the platform.

Choosing how to reach us

Choose Chat, E-mail or Phone

By the end you will know which channel answers your question fastest.

Fastest Route to a Person

Live chat suits anything urgent, from a locked account to a pending withdrawal; a person typically replies within one minute, at any hour of the day.

Open chat

A Reply You Can Keep

E-mail works best for documents, statements and anything you want in writing; messages to [email protected] typically get a reply within twelve hours.

Write to us

Spoken Help, Live Line

Phone gives you a spoken answer from a real agent in roughly two minutes, on +44 20 4547 1803, with the line kept on GMT throughout the year.

Call support

UK player support

Reach a UK Team From Wherever You Are

You will finish with the UK number, the UK time zone and the watchdog that oversees the site.

Reaching us

UK phone+44 20 4547 1803

Support time zoneGMT

LanguagesEnglish, German, Finnish, Norwegian

E-mail[email protected]

Supervision

Supervisory authorityUK Gambling Commission

Getting help

Gambling supportGamCare, BeGambleAware, GAMSTOP

What to Have Ready Before Support Answers

Have these five things within reach and the first reply usually resolves the matter.

Your registered e-mail address
Account number or login e-mail
Date and amount of the payment
Screenshot of the error or receipt
Photo ID ready for verification

Straight to the right team

Who Handles a Stuck Withdrawal? The Right Inbox

It settles the worry that a message lands in an inbox nobody reads until next week.

Your account

General support and questions[email protected]

Document verification (KYC)[email protected]

Your money

Deposits and withdrawals[email protected]

Anything else

Complaints and escalation[email protected]

Personal data and privacy requests[email protected]

Business and partnerships[email protected]

Know When to Expect Us

Live Line Now, Written Reply Later

After reading this you will know which route answers within minutes and which waits until morning.

Live Chat

Chat hoursAvailable 24 hours a day

Chat first reply1 minute typical

Time zoneGMT

E-mail

E-mail address[email protected]

E-mail reply12 hours typical

Phone

Phone number+44 20 4547 1803

Phone wait2 minutes typical

Getting Unstuck Without Waiting

Answers That Save You One Message

Five answers covering escalation, timing, checks, identity and language, so you write once.

accountWhy has nobody fixed my problem yet, and who do I write to next?+

If a reply leaves your problem unsolved, ask for the support team's answer to be reviewed by a senior member, and put the case in writing to [email protected] within eight weeks. That message lets the team review the decision and, if it stands, you can take it to the UK Gambling Commission.

accountWhere do I get hold of someone at three in the morning?+

Helpline cover at Wino Casino runs across every hour of every day, so a Saturday night or a bank holiday makes no difference to availability. Live chat and the phone line are staffed overnight in the same way as they are at noon, and mail sent at 3am carries the same reply time as mail sent mid-morning.

accountWhy is my cash-out on hold while documents are checked?+

Document checks at Wino Casino are usually finished in four hours, counted from the moment your proof of identity, proof of address and payment method verification arrive. A blurry scan or a name that differs from your account can stretch that window, and the payments team holds a withdrawal until the checks pass.

accountWhen support answers, what details do I need before I start?+

When you open a chat or ring +44 20 4547 1803, have your registered email address and your date of birth ready and the team will locate the account from those two details. Nobody on the Wino Casino support desk will ever ask for your password, and a request that looks like one is not from the casino.

accountWhat happens when I raise my case in a language that is not English?+

Chat, mail and the phone line are all handled in English, German, Finnish and Norwegian, so you can pick whichever of the four you think in. A thread opened in one language stays in it, and nobody asks you to restate the whole problem in English partway through.

Six Details

A Named Company, Not an Anonymous Site

Players worry about hidden ownership, so these records show exactly who holds the licence.

Company

Legal nameWino Casino Ltd

Company numberCompany No. 25019970 (United Kingdom)

AddressVictoria Road, London

Licence

RegulatorUK Gambling Commission

Licence number58663-2308-R-173202

Written Contact

Support e-mail[email protected]

A Reply Fell Short

Escalation of an Unresolved Complaint

By the end you will have followed the route through to the UK Gambling Commission.

Want a Reference Number?

Start with support and set out what happened, the dates, the amounts and the answer you want, plus any screenshots. Ask for a complaint reference so the thread stays traceable.

A Decision, Then a Deadline

A colleague reviews the whole thread and replies with a decision. Expect that answer within a few working days, and keep every message you receive.

Who Reviews It Next?

Ask for a manager to look again if the outcome misses the point. You gain a second opinion from someone who has not handled the case yet.

Escalation to the UK Gambling Commission

Give the casino time to close the matter, then raise it with the UK Gambling Commission if you remain unsatisfied. Keep your reference and the final reply to hand.