Contact Britisino Casino
Our support team is available around the clock, every day of the year. You can reach us by live chat or email, and this page lists every channel, our response times and what to have ready before you write to us.
How to Reach Us
Live chat and email
Live chat is the fastest way to reach us. Open it by tapping the chat icon in the bottom right corner of any page on britisino-online.co.uk, on desktop and on the mobile site. Chat is staffed 24/7, including weekends and public holidays, and our typical first reply lands in under 2 minutes.
For anything that needs documents or a longer explanation, email [email protected]. We reply to every message within 24 hours, usually faster during UK daytime hours. Include your username in the subject line so we can find your account straight away.
| Channel | Availability | Typical response |
|---|---|---|
| Live chat (chat icon, bottom right) | 24/7 | Under 2 minutes |
| Email [email protected] | 24/7 inbox | Within 24 hours |
What We Can Help With
Everyday requests
Our agents handle the full range of account, payment and gameplay questions. Nothing on this list requires a phone call, because chat and email cover it all.
- Account questions: registration, login problems, password resets and profile updates
- KYC checks: which documents to send for photo ID, proof of address and source of funds
- Deposits and withdrawals: methods, pending transactions, limits and timeframes
- Technical issues: games not loading, error messages, mobile browser problems
- Bonuses and promotions: welcome bonus terms, wagering, free spins and cashback
- Responsible gambling: setting deposit or loss limits, session reminders and self-exclusion
Urgent matters
If your issue involves a stuck withdrawal, a suspected duplicate account or gambling you feel is out of control, say so in your first message. We flag these as priority and an agent picks them up before the general queue. Self-exclusion requests take effect immediately on confirmation, and we point you to GamCare, BeGambleAware and GAMSTOP whenever you need outside support.
Check These Before Writing
Fast self-service fixes
Three quick checks resolve most queries before you ever open the chat window. Doing them first means our agents can skip the basics and get to the real issue.
First, read the FAQ in the site footer: password resets, bonus wagering and withdrawal times are all covered there. Second, open your profile and check the KYC status field; if it shows "pending", we are already reviewing your documents and a chase message will not speed it up. Third, look at your transaction history, where every deposit and withdrawal appears with its exact status, including processing stage and timestamp.
- FAQ in the footer: instant answers to common questions
- KYC status in your profile: see if documents are already under review
- Transaction history: exact status of every deposit and withdrawal
Where to Post Formal Letters
Registered operator
Press and Partnership Enquiries
Business and media contacts
Journalists, affiliates and prospective game studios should not use the player support queue. Send press releases, interview requests, affiliate applications and integration proposals to the same company address, [email protected], with "Press", "Affiliate" or "Partnership" in the subject line. Our commercial team routes those messages internally and replies within 3 business days. Player support messages sent to that subject line are redirected, so keep account issues in the standard queue.
Frequently Asked Questions
Is Britisino Casino support available at weekends?
Yes. Live chat and the email inbox are staffed 24 hours a day, 7 days a week, including weekends and UK public holidays.
Do you have a phone number?
No. We handle all player contact through live chat and email, which keeps a written record of every conversation for your protection.
How long does an email reply take?
We answer every email to [email protected] within 24 hours, and chat replies typically arrive in under 2 minutes.
Where do I find my KYC status?
Open your profile on britisino-online.co.uk and check the KYC status field. If it shows pending, we are already reviewing your documents.
Who should affiliates and journalists contact?
Email [email protected] with Press, Affiliate or Partnership in the subject line. Our commercial team replies within 3 business days.