Contact Our Support Team
Our care team works around the clock, every day of the year, and this page shows you exactly how to reach us, what we can sort out, and what to check before you write.
Our Support Channels
Live chat
Open the chat window from the speech bubble in the bottom-right corner of any page on insta-spin.org.uk, including on mobile browsers. Our agents are online 24/7, so you will never hit a closed line, and a typical first reply arrives within 2 minutes during quiet hours and up to 5 minutes at peak.
Write to [email protected] for anything that needs detail or attachments, such as screenshots of a failed deposit or KYC documents. We answer every message within 24 hours, and most replies go out in under 12. Keep one thread per issue so nothing gets lost between agents.
Inside your account
Logged-in players can also raise a ticket from the Help section of their profile. Tickets land in the same queue as email but carry your account ID automatically, which saves you the first verification step.
What We Can Help With
One team handles every query type, so you never get passed between departments. Here is what we deal with most often:
- Account and KYC issues: document uploads, verification status (our review typically completes within 24-48 hours), password resets and login locks.
- Deposits and withdrawals: missing payments, the £20 minimum for both, daily and monthly limits (£4,500 per day, £18,000 per month) and the 0-24 hour payout window.
- Technical problems: games not loading, error messages, bonus rounds freezing mid-spin, and mobile browser issues on iOS or Android.
- Bonus questions: wagering on the 100% up to £100 welcome offer, the 30x wager, 100 free spins, Friday reload and weekly 10% cashback.
- Responsible gambling: setting deposit or loss limits, session reminders, cooling-off periods and self-exclusion via GAMSTOP.
Check These Before You Write
Half of all tickets resolve without an agent. Run through this short list first and you will either fix the issue outright or give us everything we need on the first message:
- Read the FAQ in the Help section: deposit times, bonus wagering and verification steps are covered in plain English.
- Open your profile and check your KYC status there: pending, approved or rejected, with the reason shown if a document was refused.
- Look at your transaction history to confirm the deposit or withdrawal actually left your balance and note the reference number.
- Note the exact game name, time and any error text if something crashed, so our technical team can trace the session.
Formal Correspondence Details
Instaspin Casino is operated by InstaSpin Gaming N.V., licensed in Curaçao under number 8048/JAZ2023-045. For formal matters such as complaints that need a written record, post to our registered office or use the same email address with "Formal complaint" in the subject line. We acknowledge formal complaints within 72 hours and aim to resolve them within 14 days.
Press and Partnerships
Media, affiliate and business enquiries go to our partnerships desk rather than the player queue. Email the address listed on our partnerships page or use the partner contact form linked from the site footer; we reply to business messages within two working days. Player support cannot forward these, so please use the dedicated route from the start.
Frequently asked questions
Is your live chat really available 24/7?
Yes. Agents staff the chat window around the clock, every day, including bank holidays. First replies usually arrive within 2 to 5 minutes.
How long does email support take?
We answer every email to [email protected] within 24 hours, and most within 12. Attach your account ID and any screenshots to speed things up.
Can I phone the support team?
We do not run a phone line. Live chat and email cover every issue, with the same agents and the same response guarantees.
What should I send about a stuck withdrawal?
Include the transaction reference from your history, the amount, the method and the date. Withdrawals are processed within 0-24 hours, so we can trace anything older than that immediately.
Can support check my bonus wagering?
Yes. Tell us which bonus you mean and we will confirm your current wagering progress, remaining playtime and any max-win cap, such as the £10,000 cap on the welcome offer.