How do I contact a casino through the app?

How to contact a casino through the app: the short answer

Most UK casino apps put their contact options in a help or support section reached from the account menu. Live chat is the main channel, and at most operators it only works once you're signed in, because the agent needs to see your account to help.

If chat isn't available, the support email address is the next route. A few brands also run a phone line, but many don't publish one at all. This page sets out what Coral Casino, Ladbrokes Casino and PlayOJO list, how to get a useful answer quickly, and what to do when support can't sort it out. For other everyday app questions, see our casino app questions hub.

Steps to reach casino support from inside the app

Menu names differ between apps, so treat these as a general route rather than exact button labels.

1. Open the casino app and log in. If you can't log in, skip to the section on locked accounts below.
2. Open your account or profile menu and look for a help, support or contact option.
3. Check whether the help centre answers your question first. Payment and verification articles are often the quickest fix.
4. Start a live chat if it's offered. Type a one-line summary of the problem before adding detail.
5. If chat is closed or missing, note the support email shown and write from the address registered on your account.
6. Save the chat transcript or email reply, with the date and time. You'll need it if the issue becomes a complaint.

Contact options at UK casino apps compared

Published contact channels vary more than you might expect. The table uses the operators' own help and contact pages where they exist; where an operator doesn't publish hours, that's stated rather than guessed.

Coral and Ladbrokes are both run by LC International Limited (Entain), so their help centres are built the same way. Casumo and 10bet sit on different platforms, and 10bet is the only one of the five to publish a UK freephone number on its contact page.

Contact details change. Before you send anything personal, check the address inside the app's own help section matches what you expect.

Using live chat in a casino app

Live chat is the fastest route for most problems because the agent can see your account, transactions and verification status. Our guide to live chat in casino apps covers how it usually works, and do casino apps have live chat looks at which brands offer it.

Keep your opening message specific. "My £40 withdrawal from 3 October is still pending" gets a faster answer than "where's my money?". If you're moved between agents, ask for a reference number so you don't have to repeat the story.

• Have the date, amount and payment method ready for any money question.
• Take a screenshot of any error message before you contact support.
• Ask for anything important, such as a promised refund, to be confirmed by email.

What casino app support can and can't help with

Support agents deal with the account side of things. They can't change game results, which are set by the game software, and they can't override UK rules such as the slot stake limits.

For a slow payout, read why a casino app withdrawal is pending first; it may answer the question before you open a chat.

Contacting a casino when you can't log in to the app

Because live chat is usually behind the login, a locked account is the awkward case. Start with the password reset on the app's sign-in screen; what happens if you forget your casino app password walks through it.

If reset doesn't work, use the support email from the operator's public help pages, quoting your username and the email on the account. Our page on why a casino app account gets locked explains the usual causes, and casino app login problems covers the fixes.

Is it safe to contact a casino through the app?

Contacting a licensed casino through its official app is the safest route, because you know you're talking to the operator. The risk comes from messages that only look official.

• Real support staff won't ask for your password or a one-time security code.
• Don't send your full card number in chat; the last four digits are normally enough.
• Upload ID documents through the app's own upload tool. PlayOJO, for example, asks for documents through its upload tool rather than by email.
• Ignore texts or social media messages offering "support" with a link. Open the app yourself instead.

If something feels off, the page on fake casino apps and scams shows what to look for.

When support can't fix it: complaints and ADR

A chat isn't a formal complaint. If you're unhappy with the answer, ask the operator for its complaints procedure and say clearly that you want to make a complaint. The Gambling Commission's guide on how to complain (opens in a new tab) says the business has 8 weeks to resolve it.

After 8 weeks, or once you get a final response, the operator must offer referral to an independent alternative dispute resolution (ADR) provider, which is free. The Commission itself doesn't settle individual disputes. See how to complain about a casino app and what ADR is for the full process, and the Commission's page on your rights as a customer (opens in a new tab).

Contacting a casino app about your gambling

Support teams can set a deposit limit, time-out or self-exclusion for you if you can't find the setting. You don't need to explain why. Our guide to taking a time-out in a casino app shows where those tools usually sit.

If gambling is causing you worry, the National Gambling Helpline, run by GamCare, is free and open 24/7 on 0808 8020 133. More options are on our gambling help and support page.

Casino apps with in-app live chat and published support emails

Support quality is a fair reason to pick one app over another. The three apps below each publish a support email and offer live chat to logged-in customers, as set out above. 18+, new customers only, and terms apply to every offer.

• Coral Casino: deposit (certain payment types excluded) and bet £10+ on slots to get 100 free spins, 10p each on selected games. Accept within 48 hours and use within 7 days; no wagering on free spin winnings. Runs 1 October 2026 to 1 February 2027. Neteller, PayPal, Paysafe, Skrill, prepaid cards and certain debit cards don't qualify.
• Ladbrokes Casino: deposit and spend £10+ on slots to get 50 free spins a day for your first 10 days (maximum 500), 10p each on selected games. Claim before 23:59 each day; spins last 7 days; no wagering. Prepaid cards, PayPal, Paysafe, Neteller, Skrill and Moneybookers deposits don't qualify.
• PlayOJO: first deposit of £10 or more gets 80 free spins on Big Bass Bonanza at 10p each, no wagering, winnings paid in cash. New UK customers only, excluding Northern Ireland; can't be combined with other offers; only through the designated offer link.

Coral and Ladbrokes share an operator, so you may not be able to open new accounts at both. For more on support, see casino apps with 24/7 live chat.

18+. Every casino game has a built-in house edge, so over time you should expect to lose what you stake. Set a budget before you play and stop when it’s gone: safer gambling tools and support. Free, confidential help: National Gambling Helpline 0808 8020 133.