How to Contact Our Team
Our care team answers 24/7, every day of the year. Whether it is a stuck withdrawal, a bonus question or a KYC query, you will speak to a trained agent, not a bot.
Ways to Reach Us
Live chat is the fastest route. Open the chat window from the speech bubble in the bottom-right corner of any page on casinolab-casino.org.uk, and you will usually be connected to an agent within 30 seconds. The service runs 24/7, including weekends and public holidays.
Prefer email? Write to [email protected] and we will reply within 24 hours; most queries are answered in 6 hours or less. Email suits anything that needs screenshots or documents attached, such as proof of a failed deposit or a KYC document query.
| Channel | How to open it | Hours | Typical response |
|---|---|---|---|
| Live chat | Speech bubble, bottom-right of every page | 24/7 | Under 1 minute to connect |
| [email protected] | 24/7, replies daily | Within 24 hours, usually 6 | |
| VIP manager | Assigned in your account profile | 24/7 | Within 2 hours for tier 4 and 5 |
What we need from you
Include your registered email address and, if relevant, the transaction ID or bonus name. One clear message with those details lets us solve most issues on first reply.
What Our Team Handles
We support everything on your account from first deposit to withdrawal confirmation. Here is what falls into each agent's scope.
- Account and KYC issues: document uploads, verification status (processed within 24 to 72 hours), address changes and account access.
- Deposits and withdrawals: missing funds, 20 GBP minimum withdrawals, the 5000 GBP daily withdrawal cap, and crypto transactions in BTC, LTC or USDT.
- Technical problems: game loading failures, error codes on mobile browsers for iOS and Android, and frozen sessions.
- Bonus questions: the 100% up to 500 GBP welcome offer with 300 free spins, wagering at 20x, weekly 10% cashback and weekend reload bonuses.
- Responsible-gambling assistance: deposit limits, loss limits, session reminders, self-exclusion and links to GamCare, BeGambleAware and GAMSTOP.
Quick Checks First
Three minutes of checking on your side often removes the need to contact us at all.
Open the FAQ page linked in the site footer for answers on wagering, payment methods and verification. Check the KYC status in your profile under Verification: pending documents explain most withdrawal holds. Review your transaction history under My Account before reporting a missing payment, because a pending processor step often shows there already.
- FAQ page in the site footer for bonus and payment answers
- KYC status under Profile, Verification
- Transaction history under My Account, Transactions
Business and Press Enquiries
For formal correspondence, press requests and affiliate or partnership proposals, email us at [email protected] rather than the support address, so your message reaches the right team directly. We respond to business enquiries within two working days.
Casinolab Casino is operated by Nova Interactive N.V., licensed in Curaçao under licence number OGL/2024/1450/0912. Formal postal correspondence for licence matters should reference this licence number.
Casinolab Casino FAQ
Is live chat available at night?
Yes, live chat runs 24/7 every day of the year, including weekends and public holidays, with agents connected in under a minute.
How long do email replies take?
We reply to [email protected] within 24 hours, and most queries are resolved in 6 hours or less.
My withdrawal is on hold, what should I check?
Open Profile, Verification to see your KYC status. Verification is processed within 24 to 72 hours, and holds are usually cleared as soon as documents are approved.
Can I get responsible-gambling help through support?
Yes. Live chat agents can set deposit limits, loss limits, session reminders and self-exclusion immediately, and will share links to GamCare, BeGambleAware and GAMSTOP.
Do you have a phone line?
No. We handle all contact through live chat and email, which keeps every query in writing with a full record.