Contact us, we reply fast
Questions about your account, a withdrawal or a bonus? Our customer care team is available around the clock, every day of the year, and this page lists every way to reach us, with realistic response times so you know exactly when to expect an answer.
Our support channels
We run two support channels, and both are staffed 24/7. Whichever you pick, you will always reach a real person rather than a bot that loops you back to a FAQ page.
| Channel | Details | Availability | Typical response |
|---|---|---|---|
| Live chat | Green "Chat" button in the bottom right corner of any page on pubcasino.co.uk | 24 hours a day, 7 days a week | Under 2 minutes in queue, most issues resolved in one session |
| [email protected] | 24/7 inbox monitored in English, German, Finnish and Norwegian | Within 24 hours, usually 2-6 hours | |
| Form | Contact form in your account area under Help & Contact | 24/7 | Routed to the same queue as email |
Writing to us by email
When you email [email protected], include your account username and, if relevant, the transaction reference from your history. That single detail cuts our verification step in half. Attach screenshots for anything visual, such as an error message or a stuck game, and keep files under 10 MB so they clear our filters.
Please do not send your full password or complete card details by email. Our agents will never ask for them in that channel, and sending them only slows your request down while we secure your account.
What we can help you with
One team handles every category below, so you never get bounced between departments. Chat is the fastest route for anything urgent, email for anything that needs documents.
- Account issues: registration hiccups, password resets, login failures and updating personal details.
- KYC and verification: document checks, which we process within 24-48 hours of receiving clear files.
- Deposits and withdrawals: missing or delayed payments, our £5,000 daily withdrawal cap, and the 24-hour payout window.
- Technical problems: games not loading, error codes, mobile site issues on iOS and Android browsers.
- Bonus questions: wagering on the 40x welcome bonus, the 10% daily cashback, reload offers and slot races.
- Responsible gambling: setting deposit or loss limits, session reminders, time-outs, self-exclusion and GamStop.
Urgent responsible gambling requests
If you need immediate help with gambling control, say so in the first line of your message. We flag those requests as priority, and a trained agent will action limits or a time-out during the first conversation rather than scheduling it for later. Links to GamCare, BeGambleAware and GAMSTOP sit in the responsible gambling section of every page.
Quick checks before you write
Three minutes of preparation on your side often removes the need to contact us at all. Run through this short list first.
- Check the FAQ page: answers on bonuses, payments and verification are indexed by topic.
- Open your profile and look at KYC status: if documents show as "received", they are already in the 24-48 hour queue and a chasing email will not speed them up.
- Review your transaction history: deposits and withdrawals appear there in real time, with references you can quote if something looks wrong.
- Confirm your deposit met the £10 minimum: many "missing bonus" queries trace back to a £9 payment.
- Check whether your payment method is on our withdrawal list, since Visa Debit, Mastercard Debit, Trustly, PayPal, Skrill, Neteller and Bank Transfer are the only rails we can pay out on.
What to include in your message
Send your username, the date and time of the issue, and the amount involved. For game faults, add the game title and whether it happened on desktop or mobile. With those four details we can usually resolve a case in a single reply instead of asking follow-up questions.
Our registered office
For formal or postal correspondence, write to our operator, L&L Europe Ltd, at the address shown in the site footer and on your account statements. Mark the envelope "Pub Casino Player Services" and quote your username in the letter. Postal replies take up to 10 working days, so use live chat or email whenever speed matters.
We hold licence MGA/B2C/204/2023 from the Malta Gaming Authority. If your complaint cannot be resolved by our team, you have the right to escalate it to the MGA through the contact details published on the regulator's official website.
Media and partnership enquiries
Press, affiliate and business development requests are handled by a separate desk and should not go to the player support address, as they will only be forwarded with delay. Use the contact route published on our partners page, and include your outlet, portfolio and the campaign you have in mind. We review partnership proposals weekly and reply to every serious enquiry within five working days.
Frequently Asked Questions
How fast is your live chat?
The green chat button in the bottom right corner connects you to an agent 24/7, usually in under 2 minutes, and most issues are resolved within a single session.
Which email address do I use?
Write to [email protected] for anything player-related. We answer within 24 hours, and most emails get a reply in 2-6 hours.
Can I call Pub Casino?
We do not offer a phone line. Live chat and email cover every request faster, and both keep a written record of your case.
Can I cancel a withdrawal by contacting you?
Yes, while a withdrawal is still pending within the 24-hour processing window, chat or email support can cancel it and return the funds to your balance.
Do you help with GamStop or self-exclusion by email?
Yes, email or chat are both fine, but for immediate protection use live chat so an agent can apply the block during your first conversation.