Contact Casinolab Casino
A stuck withdrawal, a bonus term you want in plain English, a document question before verification: our care team handles all of it, around the clock, every day of the year. Below you will find every way to reach us, how fast we answer on each channel, and what to check first so your query is sorted in one go.
Talk to the Casinolab Casino team
Live chat, day and night
For anything urgent, click the speech bubble pinned to the bottom right corner of any page on casinolab-casino.uk. Chat never closes: most conversations are picked up in under two minutes, whether it is 3am on a Sunday or the middle of a Monday morning. You stay with one agent from start to finish, and the full transcript lands in your inbox afterwards.
Quick questions suit chat best: a deposit that has not landed, a bonus that was not credited, a login hiccup. When something needs document checks, the agent moves it to email under a reference number, so you never repeat yourself.
Email for anything detailed
Write to [email protected] and a person from our team replies, never an autoresponder. Every message is answered within 24 hours, and most replies go out in two to six. Attach a screenshot to anything technical; it usually removes a whole round of back-and-forth.
Keep one thread per issue and reply inside the existing chain. Your history travels with the message, so whoever picks it up sees the full picture without asking you to start again.
Why no phone line
You will not find a phone number on this page, and that is deliberate. Since we launched in 2023, every answer has arrived in writing, with a reference number you can revisit months later and nobody waiting on hold. Should a case genuinely need a voice call, your agent arranges a time that suits you.
Every channel at a glance
One view of every channel, where to find it and how fast it answers:
| Channel | Where to find it | Hours | Typical first response |
|---|---|---|---|
| Live chat | Speech bubble, bottom right of any page | 24/7, all year | Under 2 minutes |
| [email protected] | 24/7, all year | Within 24 hours, usually 2 to 6 | |
| Post | Registered office, address further down | Postal delivery times | Within 10 working days |
What we can help with
Queries we resolve every day
From a password reset to a self-exclusion, one team covers your whole account, so nothing gets passed between departments. These five areas account for nearly every query we handle:
- Accounts and verification: uploading ID, proof of address and payment method checks. Verification completes within 24 to 72 hours of us receiving full documents, and we chase anything stuck past that window.
- Payments: deposits from £10, withdrawals from £20, up to £5,000 per day, processed within 0 to 24 hours with no fees on either side. We trace any payment that misses its window.
- Bonuses: the 100% up to £500 welcome offer with 300 free spins, its 20x playthrough and 30-day validity, plus weekly 10% cashback, weekend reloads and Drops & Wins tournaments.
- Technical faults: a game that will not load, spins that did not register, or trouble on the mobile site, which runs in your browser on iOS and Android with no app to download.
- Safer gambling: deposit limits, loss limits, session reminders, reality checks and self-exclusion, plus signposting to GamCare, BeGambleAware and GAMSTOP for independent support.
VIP players and loyalty tiers
Climb to the upper tiers of our five-level loyalty programme and a personal VIP manager becomes your direct line: priority withdrawals, tailored offers and one contact who knows your account. Every tier converts points to cash, and cashback climbs to 20% at the top. Below those tiers, chat and email cover exactly the same ground.
Quick checks before you write
Four checks that save time
Two minutes of checking settles a surprising share of queries before any message is sent. Run through this list, then contact us with whatever is still unresolved:
If a bonus looks wrong, open the promotion page in your account first: the active balance, wagering progress and expiry date all show there, which answers most bonus questions without a message.
- Open the FAQ from the Help link in the site footer. Password resets, wagering rules and common withdrawal questions are each answered there in a few lines.
- Check verification status under Profile, then Verification. Documents marked as under review sit inside the 24 to 72 hour window; anything older than that is worth chasing with us directly.
- Open Transaction history under My Account. Pending withdrawals show their current stage, and processing runs 0 to 24 hours from the moment you request the payout.
- Note your username, registered email and any transaction reference before the chat opens. With those on screen, most issues close in a single conversation.
Where to send formal post
Registered office
For formal correspondence (legal notices, written complaints you want on record, self-exclusion by letter), post to the registered office of Nova Interactive N.V., the company behind Casinolab Casino:
Put your username and registered email on the letter so we can match it to an account, and allow up to 10 working days for a written reply. Email reaches the same department in hours, so use post only when a paper trail matters. We operate under a Curaçao licence, and the same entity holds your account records.
- Nova Interactive N.V.
- Heelsumstraat 51, E-Commerce Park
- Willemstad, Curaçao
Press and partnership enquiries
Journalists, streamers and affiliate partners write to a separate inbox, so commercial traffic never queues behind player queries. Send affiliate and business proposals to [email protected] and media requests to [email protected]; the commercial team replies within two working days. Player questions that arrive at these addresses are forwarded to support the same day, so nothing goes astray.
Frequently asked questions
How quickly does live chat answer?
Most chats are picked up in under two minutes, whatever the hour. On busy evenings you may wait slightly longer, but your position in the queue shows while you wait.
Do you have a phone number?
No. Support runs through live chat and email only, so every answer arrives in writing with a reference number and nothing depends on catching a call.
How long do email replies take?
Every email is answered within 24 hours, and most replies go out within two to six. A screenshot attached to a technical report usually saves one round of messages.
Can you set deposit limits for me?
Yes. Chat or email can set deposit limits, loss limits, session reminders and reality checks on the spot, or start a self-exclusion. GamCare, BeGambleAware and GAMSTOP offer independent support alongside ours.
What details should I include in my message?
Your username, your registered email and, for payment or bonus queries, the relevant transaction reference. With those three on screen, most issues close in one conversation.