How do I contact support about a bonus?

How do I contact support about a bonus? The quick version

Log in to your account, open the help or contact section and start a live chat, or send an email from the address the casino publishes. Say which bonus you mean, what you expected, what happened, and attach screenshots. That's the whole method; the rest of this page covers the details that make it work: which channel to choose for which problem, each partner's published contact routes, a message you can adapt, and what to do if the answer isn't good enough.

Bonus queries usually fall into a handful of types: spins or bonus money not credited, wagering progress looking wrong, a bonus removed, a withdrawal held, or terms you don't understand. Each needs slightly different evidence. For the wider set of answers, browse our casino bonus questions hub.

Choosing the right support channel for a bonus query

For anything with a deadline, such as Coral's 48 hours to accept spins or Ladbrokes' 23:59 daily claim, use the quickest channel available. For anything you might take further, such as voided winnings, use email or follow a chat with an email summary, because the complaints process works on written evidence.

How to contact each partner casino's support team

These are the channels each partner publishes, as listed in its help pages or our checked data. Details change, so confirm in the help centre before relying on them.

10bet's contact page (opens in a new tab) lists live chat from 08:00 to 01:00, although an FAQ on the same page says 08:00 to 23:00, so allow for the shorter window. PlayOJO's help page (opens in a new tab) names live chat and email and lists no phone line. Casumo publishes UK support hours of 7:00 to 23:00 on its UK site (opens in a new tab). For brand-specific bonus disputes, see our pages on Coral bonus complaints and Ladbrokes bonus complaints.

What to have ready before you contact support

Five minutes of preparation saves a long back-and-forth. Gather these before you start a chat or write an email:

• The offer's name and a dated screenshot of its terms.
• Your deposit: date, time, amount and payment method.
• Your qualifying bet: game, stake and time, from your bet history.
• What you expected (for example, 100 free spins at 10p) and what you see instead.
• Any deadline that's running, such as an acceptance or expiry window.
• Reference numbers from any earlier contact.

If the issue is about wagering, check your progress first: our guide on how to check bonus wagering progress explains what to look for, and how to see your bonus balance shows where balances are usually displayed.

A message template for bonus support

Clear, calm and specific gets results. Adapt this structure to your situation:

1. Identify yourself: your username or registered email (never your password).
2. Name the offer: "the 100 free spins offer running from 1 October 2026".
3. State the facts: "I deposited £20 by debit card at 19:05 on 14 October and staked £10 on slots by 19:30."
4. Say what's wrong: "The spins haven't appeared in my account."
5. Say what you'd like: "Please credit the spins or explain which condition I haven't met."
6. Mention any deadline: "The 48-hour acceptance window ends at 19:30 on 16 October."
7. Attach evidence and ask for a reference number or transcript.

What to ask for, problem by problem

The guides named above cover each in depth: what if the casino forgets my free spins, game weighting, what happens if I break bonus terms, can a casino void my winnings, why was my withdrawal declined and can you cancel a casino bonus.

Rights to mention when you contact support

You don't need to quote regulations to get help, but knowing them helps you judge the answer. Under Gambling Commission guidance and the CMA's 2018 undertakings, you can withdraw your own deposit balance during bonus play without meeting wagering first; deposit and bonus balances must be shown separately; and where winnings are removed, the casino should explain the breach. Casinos must not vary a promotion after you've opted in, except to prevent fraud or similar unlawful behaviour.

If an answer conflicts with those principles, say so politely and ask for the decision to be reviewed. Our guides on withdrawing your deposit with a bonus active and whether bonus terms can change after opt-in explain the detail.

When support can't solve your bonus problem

Front-line support isn't the last word. Ask for the casino's formal complaints procedure; every UK-licensed operator must have one. The Commission's how to complain (opens in a new tab) guide explains the steps: complain to the business first, and if it hasn't resolved things within eight weeks, it must offer to refer you to its alternative dispute resolution (ADR) provider.

ADR providers are independent and free for consumers; the Commission keeps a list of approved ADR providers (opens in a new tab), including IBAS. The Commission doesn't settle individual disputes. Our page on where to complain about a casino covers the full route.

Support for limits and time-outs, not just bonuses

The same support team can help if a bonus is pulling you into playing more than you meant to. Agents can explain how to set or lower a deposit limit, arrange a time-out or point you to self-exclusion, and you can usually do these yourself in account settings. Lowering a limit takes effect straight away. You can also ask to stop receiving offers: see how do I stop bonus offers.

For confidential help outside the casino, the National Gambling Helpline is free on 0808 8020 133, 24 hours a day, run by GamCare. Our safer gambling page lists GAMSTOP, NHS clinics and other services.

Partner bonuses and where to get help with them

The offers below are 18+, new customers only and terms apply. Coral gives 100 free spins at 10p after a qualifying deposit and £10 slots bet, with 48 hours to accept, 7 days to use and no wagering; e-wallets, PayPal, prepaid cards and certain debit cards don't qualify. Support: live chat and help@coral.co.uk. Ladbrokes gives 50 free spins a day for 10 days (up to 500 at 10p) after a £10 slots spend, claimed before 23:59 daily, no wagering. Support: live chat, phone and support@ladbrokes.com.

PlayOJO gives 80 free spins at 10p on Big Bass Bonanza with a £10+ first deposit, no wagering, excluding Northern Ireland. Support: live chat after login and support@playojo.com, no phone. If clear support routes matter to you, Ladbrokes publishes the most channels of the three. Compare offers on our free spins page or the Coral vs Ladbrokes comparison.

18+. Gambling should be entertainment that costs money, not a way to make it. Decide a budget before you play: set a budget. Free, confidential help: National Gambling Helpline 0808 8020 133.