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How to reach us
Both channels below go to the same support team, so use whichever suits you.
- Live chat: available on the site 24/7, from any page once you are signed in.
- E-mail: support@casino-ojo.co.uk, for anything that needs documents attached or a longer explanation.
Chat is the quicker route for questions you need settled straight away. E-mail suits cases where you want to send a file or keep a written record.
What to have ready when you write
Including these details in your first message saves a round of questions and gets you an answer sooner.
- Your username, or the e-mail address registered to your account with us.
- The game, transaction or promotion your question concerns.
- The date and time the issue happened.
- Any error message you saw, word for word or as a screenshot.
Keep your credentials private
Never send us your password, full card number or any security code. We will not ask you for them.
What we help with most often
- Account and verification: registration, updating your details, and the documents needed for verification checks.
- Deposits and withdrawals: payment methods, processing times and the limits shown in your account.
- Bonuses: how an offer works, wagering and the terms attached to the promotion.
- Technical issues: a game that will not load, a disconnection mid-round, or trouble signing in.
- Safer gambling: deposit limits, reality checks, time-outs and self-exclusion.
Safer gambling support
Our site is for players aged 18 and over. You can set limits or take a break in your account settings, or ask us to do it for you. Free, confidential help is also available from GambleAware, GamCare, the National Gambling Helpline and GamStop.
Complaints
If you want a matter treated formally, write to support@casino-ojo.co.uk with Complaint in the subject line. Tell us what happened, what you would like done, and include the details listed above.
We acknowledge every complaint in writing. Once it has been looked into, we reply with the outcome and our reasons. If you are not satisfied with our answer, we will tell you how to take the matter further.
