Regulated by the UK Gambling Commission, license 49091-6228-R-134358
Average payout in 28 minutes, up to £31,000 per transaction
256-bit SSL encryption, audited by GLI and eCOGRA
Talk to a human
Pick a queue or skip the wait
No bots and no dead ends: you always land with a person who can act on your account.
From stuck to sorted
Start live chat for anything urgent — a stuck withdrawal, a bonus that will not apply, a login that fails. Typical first reply lands in 3 minutes, day or night.
Write to [email protected] when your question needs screenshots or a paper trail, such as a payment query. Expect a reply within 24 hours, any day of the week.
Call +44 20 7349 9691 (GMT) if talking is quicker than typing, for example when a payment is held. Someone usually picks up within 1 minute, around the clock.
Use this route when a chat, e-mail or call has left your problem without a fix.
Written, dated, recorded
Write to [email protected] and set out what happened, when it happened and what you want put right. Include your account email and any reference from earlier chats.
Check every point is covered
Expect an answer within 24 hours at the latest; most complaints are answered sooner. Read the reply and check whether it covers each point you raised.
Second look by a manager
Reply to that answer and ask for a review by a manager if the outcome still misses the mark. A senior colleague then takes a second look at the same facts.
Where do I escalate?
Escalate to the UK Gambling Commission once our own process has run its course and the outcome still feels wrong. Keep your complaint reference and copies of every reply.
Skip the queue
One address, answered by the team that owns it
Pick the desk that owns your issue and your reply comes from someone who can actually resolve it.
Have each of these within reach before you start the conversation.
Account email address
Screenshot or reference number
Payment method confirmation
Proof of identity document
Proof of address document
Straight answers, fast
Answers you can use tonight
Every answer here comes from the crew who staff our Manchester desks around the clock.
trustWhy do you not support more languages on chat?+
Crew members answer in English, German, Finnish and Norwegian, so you can write in whichever sits easiest. Reach the desk in English at any hour and the reply comes back in English. Ask for German, Finnish or Norwegian and we route you to a speaker of that language.
trustCan I check your licence before I play?+
We hold a licence from the UK Gambling Commission, number 49091-6228-R-134358, and that licence covers every game on the site. Prince Casino Ltd is the operator behind it, registered in the United Kingdom since 2007. Ask any crew member to confirm the licence number if you want it in writing.
trustWhere do I go if nobody helps me?+
Push the matter further by writing to [email protected] and setting out what went wrong and what you expect. A senior handler reviews the case and answers within twenty-four hours. If our reply still leaves you short, take the dispute to the UK Gambling Commission.
trustWhere do I ask for my data file?+
Send a request to [email protected] and say whether you want a copy of your data or its deletion. Confirm your identity first, usually with one of the documents we already hold, so nobody else can read your file. Expect an answer inside twenty-four hours and the file itself shortly after.
trustCan I shut my account without a reason?+
Yes. Message live chat or write to [email protected] from your registered address and ask for closure, and the account goes once any balance is settled. Choose self-exclusion through GAMSTOP instead if you want a longer break across several sites. Either way, the crew confirms in writing once it is done.
trustCan I get help at three in the morning?+
Yes. Live chat and the phone line run twenty-four hours a day, seven days a week, on GMT, so a Friday night or a Sunday morning is no different from a Tuesday afternoon. Chat usually connects in three minutes and the phone in one. E-mail lands in a queue answered within twenty-four hours.
Three channels, seven figures
Round the clock, not office hours
We staff all three channels constantly, so a real person answers whenever you sit down to play.