Worth a scan when a quick question is holding up your play and you would rather not wait on a reply.
trustHow long does closing my account usually take?+
Closed accounts stop working within minutes, though a pending withdrawal still has to clear first. Send the request from your registered email address so the team can match it to your profile. Once done, you get a confirmation and any balance left over is returned to you.
trustWhat if I need help at three in the morning on a Sunday?+
Nothing changes at night or at weekends: live chat and the phone line run 24 hours a day, 7 days a week. Email keeps arriving around the clock too, with a reply usually inside 24 hours. All times we quote sit in GMT, the clock you keep in the United Kingdom.
trustWhat happens when the team needs to check my account details?+
Expect a couple of fact checks rather than a password request, since support never asks for that. Your full name, date of birth and registered email address are usually enough to find the right profile. Keeping your card or ID nearby speeds it up if the question turns out to be about a payment.
trustWhere does my verification stand after 42 hours?+
Documents are normally checked within 42 hours of arriving at [email protected]. Photo ID, proof of address and a payment card image are the three items the team works from. If 42 hours pass with no word, a live chat nudge is the quickest way to see what is outstanding.
trustWhat if I am not satisfied with the answer I get?+
Ask the agent to escalate the case, then put it in writing to [email protected] with the dates and the reply you received. Complaints are handled before anything else can be done, so give the team that chance first. Unresolved cases can then go to the UK Gambling Commission.
trustWhat happens when I ask for a copy or deletion of my data?+
Write to [email protected] and say plainly which record you want copied or removed. Requests are logged and answered by the team that handles data protection, not by the general queue. Bear in mind that records the licence requires us to keep cannot be deleted while they are still needed.
Company facts
Proof you can check yourself
It removes the worry that nobody real stands behind the site or the money in it.
Company
Legal nameGamblezen Casino Ltd
Company numberCompany No. 24754797 (United Kingdom)
Use this sequence when a chat or a call has left your problem unsolved and money or fairness is at stake.
Written complaint with references
Write to [email protected] and describe what happened, with dates, amounts and any reference numbers. Keep the message factual and include what you want as the outcome.
Before the reply lands
An answer normally follows within the same 24-hour window as other e-mail. Read it carefully, reply with anything missing, and note the date the response arrived.
Ask for the next level up
If the answer does not settle it, say so in your reply and ask for the matter to be passed to a senior handler. Your case is then reviewed again with the full history attached.
Final step with the regulator
After eight weeks, or once the internal route ends, you may take the case to the UK Gambling Commission. Bring your complaint reference and the replies you received.
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