Contact Us

This page sets out how to reach our support team, what to include so we can answer in one go, and how a complaint is handled.

From the game library

How to reach us

There are two ways to contact us, and both reach the same team.

Live chat on the site: open 24/7 and available from any page once you are signed in.
E-mail: support@casinoslotscharm.co.uk, answered in the order messages arrive.

We do not run a telephone line and we do not take account requests by post. Using chat or e-mail keeps your message on record against your account.

What to have ready when you write

A few details up front save a round of questions. Where they apply, please include:

Your username or the e-mail address registered to your account.
The game, payment or bonus your message is about.
The date and approximate time it happened.
What you expected and what happened instead.

Keep your credentials private

Never send us your password or full card details. We will never ask for them and our team does not need them to help you.

Questions we help with

Most messages fall into one of these areas:

Account and verification: registration, document checks and changes to your details.
Deposits and withdrawals: payment methods, pending payouts and the limits shown in the cashier.
Bonuses: how an offer works, wagering progress and why an offer may not be showing.
Technical issues: a game that will not load, a disconnection mid-round or an error on the site.

Safer gambling

Our accounts are for players aged 18 and over. You can set deposit limits, take a time-out or self-exclude in your account, and our team can walk you through the steps. Free, confidential help is available from GambleAware, GamCare, the National Gambling Helpline and, for self-exclusion across licensed sites, GamStop.

Complaints

If you want something looked into formally, e-mail support@casinoslotscharm.co.uk with Complaint in the subject line and the details listed above.

We acknowledge your message once it reaches us.
We check the account history, the game or transaction records and the terms that apply.
We reply with our findings and any action we will take.

If the outcome does not settle the matter, our reply explains how to take it further with the dispute resolution provider named in our terms. We hold a gaming licence and verify accounts before a withdrawal is released.