Regulated by the UK Gambling Commission under licence 89116-2089-R-846722
Average withdrawal processed in 23 minutes, up to £34,000 per transaction
256-bit SSL encryption and independently audited by QUINEL and eCOGRA
Answers on your terms
Get an answer on the channel you prefer
This settles which of our three channels fits your question and how long each wait runs.
Is anyone there right now?
Live chat on the site suits small account snags and quick checks, and somebody picks it up in about two minutes, whatever the hour in the United Kingdom.
Phone us on +44 20 5972 7118 (GMT) when you want a voice and a back-and-forth, and a team member typically answers within five minutes around the clock.
Winnerz Casino keeps complaints in writing so each stage is clear and traceable.
Winnerz Casino hears you first
Tell the support team what went wrong and how you would like it fixed, attaching any transaction reference or screenshot that shows the problem.
Will someone actually look at this?
A support agent replies in writing with their decision, and where needed asks a specialist desk to check the details before answering.
Request a manager review
If the answer does not settle matters, ask for the case to go to a manager, who reviews what happened and gives you a further response.
You have run out of patience
Still unhappy, you can raise the matter with the UK Gambling Commission, the regulator named on this page, after Winnerz Casino has had its chance to reply.
Department routing
Send it once to the desk that handles it
Use this when your question belongs to one desk and going through the general inbox would only add a day.
Line these up before you reach out and the first reply can usually resolve things.
Your registered e-mail address
The transaction or bonus reference
A screenshot of the issue
Your account login name
Any relevant dates and times
Five straight answers
What people ask us most at the desk?
We keep our answers short and plain, the same way our desks run every day.
trustHow do I get a copy of my data?+
You can ask for a copy of everything we hold on you, or for it to be deleted. Write to [email protected] from your registered address and the privacy desk handles it. Deletion applies once no payment or licence duty keeps the record open.
trustDo I need to send documents before withdrawing?+
Most verification finishes inside thirty-one hours from the moment the documents land. The check needs proof of identity, proof of address and payment method verification, all clear and in your name. If a file is blurred or out of date, the clock restarts after you resend.
trustWhen does a closure request take effect?+
Nothing disappears the moment you ask. A cooling-off period suspends play while the account stays open, and closure can be arranged on live chat or by e-mail. Duplicate accounts are closed, and self-exclusion through GAMSTOP keeps you out for good.
trustWhat if the casino stops paying out?+
We hold a licence from the UK Gambling Commission, number 89116-2089-R-846722, and Winnerz Casino Ltd is registered as Company No. 58658729. If a payout or a dispute goes wrong, that licence is what protects you. Payments are covered by 256-bit SSL, with QUINEL and eCOGRA auditing our games.
trustWhat happens when support cannot fix it?+
Complaints go to [email protected] after the support desk has had its say, and we read every one. An answer that still leaves you short can be taken to the UK Gambling Commission as our regulator. Nothing you send us ever needs your password.
Who runs this casino
Winnerz Casino is run by a registered company
This block settles who operates the casino and which licence covers your play.
Company
Legal nameWinnerz Casino Ltd
Company numberCompany No. 58658729 (United Kingdom)