Contact Our Support Team
Questions about your account, a withdrawal or a bonus? Our customer care team works 24/7, and we answer live chat in under two minutes on average. Here is exactly how to reach us and what to have ready before you do.
Ways to Reach Us
We run two support channels, both staffed around the clock, every day of the year. Live chat is the fastest route: click the chat icon in the bottom-right corner of any page on winnerscasino.co.uk, and a UK-based agent joins your conversation. Our average chat response time is under two minutes between midnight and 11 pm GMT; during peak evening hours it rarely exceeds five.
For anything that needs documents, screenshots or a longer explanation, email [email protected]. We reply to every message within 24 hours, and most get an answer in four to six. Attach what is relevant, such as a transaction reference or a photo of the issue, and quote your username so we can find your account immediately.
| Channel | Where to find it | Hours | Typical response |
|---|---|---|---|
| Live chat | Chat icon, bottom-right of any page | 24/7 | Under 2 minutes |
| [email protected] | 24/7, monitored continuously | Within 24 hours |
What We Can Help With
No query is too small. If it affects your play, we want to hear about it. These are the requests our team handles most often, with what we usually need from you to solve them on first contact.
- Account and KYC: uploading ID, proof of address or payment method, and checking why a verification is still pending. We complete most KYC reviews within 24 hours of receiving clear documents.
- Deposits and withdrawals: a payment that has not arrived, withdrawal limits (10 GBP minimum, 5,000 GBP per day), or e-wallet and crypto payout times of up to 24 hours.
- Technical problems: a game that will not load, error messages on mobile browsers, or trouble logging in. Tell us your device, browser and the game title so we can reproduce the fault.
- Bonus questions: the 100% up to 500 GBP welcome offer with 50 free spins, the 10% weekly cashback, wagering at 35x, or the promo code WINNERS.
- Responsible gambling: setting deposit or loss limits, session reminders, reality checks, a time-out or full self-exclusion. These requests are prioritised and actioned the same day.
Quick Checks Before You Write
Half of the messages we receive are answered by the player's own account dashboard or the FAQ page. Before contacting us, spend two minutes on these checks and your answer may already be in front of you.
Open your profile and check the KYC status under Verification. If your documents show as received, our compliance team is already reviewing them and there is nothing more to send. Your Transaction History lists every deposit and withdrawal with its reference number, which is also the fastest way to report a missing payment. For bonus terms, wagering progress shows live under Active Bonuses, and our FAQ page covers the welcome offer, cashback and VIP club in detail.
- Check your KYC status under Profile, then Verification.
- Look up the transaction reference under Transaction History.
- Read the FAQ page for bonus terms and wagering rules.
- Have your username and registered email ready for verification.
Formal Letters and Complaints
Winners Casino is operated by Winners Gaming Ltd under licence 8048/JAZ2021-054 issued by Curaçao eGaming (Antillephone N.V.). For formal complaints that you do not want to raise through chat or email, send a written letter to our registered office: Winners Gaming Ltd, Abraham Mendez Chumaceiro Boulevard 50, Willemstad, Curaçao. Mark the envelope "Formal Complaint" and include your username and registered email address so we can match the letter to your account. We acknowledge written complaints within 72 hours of receipt and resolve them within ten business days.
We respond in English, French, Spanish and German, so write in whichever of the four you prefer.
Press and Partnership Enquiries
Journalists, streamers and affiliate partners have a separate address: [email protected]. Media requests, interview queries and advertising proposals all go there, and we reply within two business days. Do not send player account questions to this address, as they reach the marketing team rather than customer care and will only delay your answer. Player support stays at [email protected] and live chat.
Frequently asked questions about Winners Casino
How quickly does live chat respond?
Our live chat is staffed 24/7. Average wait time is under two minutes, and during peak hours it rarely exceeds five minutes.
What email do I use for support?
Email [email protected] for all account, payment, bonus and technical questions. We reply within 24 hours, usually in four to six.
Can I phone Winners Casino support?
We do not offer phone support. Live chat and email cover every request, and both are monitored around the clock.
Where do I send a formal complaint?
Write to Winners Gaming Ltd at our registered office in Willemstad, Curaçao, marking the letter "Formal Complaint" with your username and registered email. We acknowledge within 72 hours and resolve within ten business days.
Who should media and affiliates contact?
Send press, streamer and affiliate enquiries to [email protected]. We reply within two business days.