Contact Our Support Team

Our support desk is staffed 24/7, so whenever a question comes up, someone from our team is already online. You can reach us by live chat or email, and below we set out exactly what to expect from each channel, including our response times.

Reach Us by Chat or Email

The fastest route is our live chat. Open it from the speech bubble in the bottom-right corner of any page on casinolab.com, enter your name and account email, and you will be connected to an agent. Our chat operates 24 hours a day, 7 days a week, including bank holidays. Typical first reply takes under 2 minutes, and most queries are resolved within a single session.

If your issue needs documents or a longer explanation, email [email protected]. We reply to every message within 24 hours, and most within 4. Please include your account email and a short description of the issue so we can find your account quickly. We do not operate a phone line; chat and email cover everything.

Response Times at a Glance

Which Channel Suits You

Use chat for urgent matters: a stuck deposit, a locked account, a bonus that did not credit. Email suits anything that needs attachments, such as KYC documents or payment screenshots, and any complaint you want on record. If you are at tier 4 or 5 of our loyalty programme, your personal VIP manager is your direct contact and answers within the hour.

What We Can Help With

Our team handles the full range of account and gameplay questions. Here is what we cover day to day:

• Account issues: registration problems, password resets, login errors, account verification status and closure requests.
• KYC: checking which documents are still needed, chasing a review that is running past our 24-72 hour processing window, or clarifying what we can accept as proof of address.
• Payments: deposits not arriving, withdrawal status, the £20 minimum withdrawal, our £5,000 daily withdrawal cap, pending bank transfers and crypto confirmations for BTC, LTC and USDT.
• Bonuses: why a promo did not credit, wagering on the 20x welcome offer, the 300 free spins schedule, cashback calculation and free spin drops.
• Technical problems: a game failing to load, a session dropping mid-spin, error messages, display faults on mobile browsers.
• Responsible gambling: setting deposit and loss limits, activating session reminders and reality checks, or starting a self-exclusion. These queries are handled with priority.

Responsible Gambling Requests

If you want to talk about your play, say so in the first line of your message. We will route you straight to a specialist trained for it, who can set limits or start a self-exclusion immediately. We also work with GamCare, BeGambleAware and GAMSTOP, and we will point you to them whenever that is the right next step.

Quick Checks Before You Write

A minute of checking on your side often answers the question without a ticket. Before contacting us, work through this short list:

Open your profile first. Your KYC status sits in the account section: if documents show as under review, they are still within our 24-72 hour processing window and need no chasing yet. If the status reads rejected, the reason is listed there too.

• Check the FAQ page linked in the site footer: the answers to our most common bonus and payment questions are already written up.
• Look at your transaction history: deposits and withdrawals each carry a status line, so a pending withdrawal is visible without asking us.
• Confirm which payment method you used: some methods, like bank transfer, take longer than the 0-24 hour e-wallet window.
• Have your account email ready before you open chat: agents need it to pull up your account.

Information to Include

When you do contact us, four details speed things up considerably: your account email, the date and time of the issue, the amount involved if it is a payment query, and a screenshot if you saw an error message. With those, most queries close on first contact.

Our Company and Licence

Casinolab Casino is operated by Nova Interactive N.V., licensed in Curaçao under licence number OGL/2024/1450/0912. For formal correspondence, including complaints you want escalated beyond support, write to [email protected] with the subject line "Formal complaint" and your message will be routed to the complaints desk and answered within 5 working days.

We launched in 2023 and our support desk has run 24/7 since day one. We serve players in English, Français, Deutsch and Español, and you can pick your language at the start of any chat session or write to us in any of the four by email.

Press and Partnership Enquiries

Journalists, affiliates and business partners have a separate contact route so player queries are never delayed behind them. Send press, advertising or partnership proposals to [email protected] with the subject line "Partnership" and our commercial team replies within 2 working days. Please include your outlet or platform name and a short outline of the proposal.

Frequently Asked Questions

How fast do you reply to emails?

We answer every email to [email protected] within 24 hours, and most within 4. For quicker help, use our 24/7 live chat, where the first reply usually takes under 2 minutes.

Do you have a phone number?

No. We operate live chat and email only, both staffed 24/7. Chat handles urgent issues, email handles anything that needs documents or a written record.

Can I chase my KYC verification?

You can, but verification takes 24-72 hours as standard. Check the status in your profile first; if it still shows under review within that window, there is nothing to chase yet. Past 72 hours, contact us and we will escalate it.

Can support help me set deposit limits?

Yes. Tell us in the first line of your message and we will route you to a responsible gambling specialist who can set deposit and loss limits, session reminders or a self-exclusion immediately.