Talk to Us, We Answer Fast
Our care team works around the clock, every day of the year, in English (plus Swedish, Finnish and German). Whether it is a stalled withdrawal or a question about your 10% weekly cashback, we would rather hear from you early than let a small issue grow.
Our Support Channels and Hours
You can reach us through two channels, and both are staffed 24/7 including bank holidays. We do not operate a phone line, so chat and email cover everything.
| Channel | Where to find it | Hours | Typical response |
|---|---|---|---|
| Live chat | Chat icon in the bottom right corner of any page at allbritishcasino.org.uk, once you are logged in | 24/7 | Under 2 minutes at most times of day |
| [email protected] | 24/7 inbox, staffed continuously | Within 24 hours, often much sooner |
What Our Team Can Fix
Accounts, documents and payments
Verification queries are the most common reason players write to us, and they are also the easiest for us to resolve when you attach the right document. For KYC we ask for photo ID, proof of address and payment method verification before your first withdrawal.
- Account access: password resets, login failures, dormant account reactivation
- KYC: which documents to send, why a proof of address was rejected, verification status
- Deposits: a £10 minimum payment that has not landed, failed card or e-wallet top-ups
- Withdrawals: pending payouts, the £10,000 daily cap, timing for e-wallets (up to 24 hours) and cards or bank transfer (1 to 3 business days)
- Bonuses: wagering on the 100% up to £300 welcome offer, weekly cashback up to £500, tournament entries
Technical faults and safer gambling
If a game freezes mid-spin or the site will not load on your phone, tell us the device, browser and time it happened. Our technical staff can trace the session and confirm whether a bet was voided and refunded. For anything touching your wellbeing, we treat it as the highest priority: we can set deposit limits, loss limits and session reminders on the spot, apply a time-out or full self-exclusion, and point you to GamCare, BeGambleAware and GAMSTOP for independent support.
Three Checks Before You Write
Roughly half the tickets we receive are answered by information already visible in your account. These checks take under a minute each and mean your message, when you do send it, lands with the right team first time.
- Open the FAQ from the site footer: bonus wagering, withdrawal times and document rules are covered in plain English.
- Check your profile: KYC status appears under verification, so you can see whether documents are pending, approved or rejected.
- Review your transaction history: pending withdrawals and settled deposits are listed with timestamps, which resolves most 'where is my money' questions instantly.
Formal Post and Company Details
Allbritish Casino is operated by L&L Europe Ltd, licensed and regulated by the Malta Gaming Authority under licence MGA/B2C/211/2011. For formal correspondence, send it by email to [email protected] with 'Formal correspondence' in the subject line, and we will route it to the relevant department. Registered office details and the full company address are listed in the site terms, and our support team will confirm the current postal address on request.
Press and Partnership Enquiries
Journalists, affiliate partners and businesses should not use the player support inbox, as it slows both queues down. Write to us at [email protected] with 'Press' or 'Partnership' in the subject line and we will pass it to the correct team, who normally respond within two business days.
Frequently Asked Questions
How quickly does Allbritish Casino reply to emails?
We reply to [email protected] within 24 hours, and typically within a few hours during UK daytime. Live chat, available 24/7, connects you to an agent in under two minutes at most times.
Is there a phone number I can call?
No, we do not operate a phone line. Live chat and email cover every query, and chat keeps a written record of your conversation for reference.
Which documents should I mention when asking about verification?
We ask for photo ID, proof of address and payment method verification before your first withdrawal. Sending clear, unedited photos of all three at once is the fastest route to approval.
Can support change my deposit or loss limits?
Yes. Tell an agent in live chat and we can apply deposit limits, loss limits, session reminders, a time-out or self-exclusion immediately, and we can also direct you to GamCare, BeGambleAware and GAMSTOP.