E-mail carries screenshots, statements and longer explanations to [email protected], with a typical answer inside 4 hours and a written record you keep.
Read these six answers before you open a chat, so a queue is never your first stop.
trustCan I play while my documents are being checked?+
Count on roughly fifty-nine hours for checks to finish, from the moment your proof of identity, proof of address and payment method confirmation all arrive. Send clear photos and the count starts sooner.
trustWhy is nobody replying at two in the morning?+
Chat, e-mail and the phone line all run around the clock, every day of the year. Night shifts, bank holidays and Sunday mornings are covered the same way as a Tuesday afternoon in GMT.
trustWhat if I cannot recall which e-mail I signed up with?+
Bring your registered e-mail address and the last four digits of a payment card, and that is enough. Never share your password: no agent here will ask for it, so treat any request for it as suspicious.
trustWhere do I ask for everything you hold on me?+
Write to [email protected] for a copy of your personal data or to have it deleted. Requests are handled under UK data protection rules, and closing your account does not cancel a deletion request.
trustWhen does my account actually stop working?+
Message the live chat team and the account closes the same day, with no reason needed. Any balance is returned to you, and a self-exclusion request is applied at once and lasts at least six months.
trustWhen did the UK Gambling Commission last review the licence?+
Casea Casino Ltd trades under licence 83298-6938-R-423800, granted by the UK Gambling Commission. That number sits on this page and in your account, so you can check the licence in the regulator's public register.
An answer you cannot accept
Casea Casino complaints, step by step
Use it when a chat reply or e-mail has closed your case and you still disagree with the outcome.
Your written summary
Message support with what happened, the date and your reference if you have one. Keep the wording to facts and attach the screenshot or receipt.
When you already have a reference
Expect a reference number with the reply, which arrives within 4 hours by e-mail. Quote that number in every later message so nothing restarts.
Request the review in writing
Ask for a manager review in the same thread and say what outcome you want. A senior handler re-reads the case and answers in writing.
The regulator as last stop
Take the case to the UK Gambling Commission if eight weeks pass without a resolution. Send them the full thread and the reference you were given.
The operator
Check the company behind the brand
This block settles who runs the site, who licenses it and where written contact goes.
The company
Legal nameCasea Casino Ltd
Company numberCompany No. 19382081 (United Kingdom)