Contact Our Support Team
Questions about your account, a payment or a bonus? Our support team is available 24 hours a day, 7 days a week, and this page lists every way to reach us, along with honest response times for each channel.
How to Reach Us
Live chat
The fastest route is live chat. Click the chat icon in the bottom-right corner of any page at spinshark-casino.co.uk and a real agent joins the conversation, usually within 60 seconds. No queue tickets, no bots blocking you from a human. Chat runs around the clock, including weekends and bank holidays.
Write to [email protected] for anything that needs detail: screenshots, documents, transaction references. We reply to every email within 24 hours, and most arrive well inside that window. Put your username in the subject line so we can pull up your account on the first pass and avoid a round of back-and-forth.
| Channel | Where to find it | Availability | Typical response time |
|---|---|---|---|
| Live chat | Chat icon, bottom-right of any page | 24/7 | Under 2 minutes |
| [email protected] | 24/7, replies sent daily | Within 24 hours |
What We Can Help With
Everyday account questions
Registration trouble, password resets, changing your personal details or updating a payment method: all of it goes through the same channels above. If something breaks mid-session, a frozen game or a bet that did not settle, tell us the game title and the approximate time and we will trace it on our side.
- Account access: login errors, password resets, profile and currency settings
- KYC: which documents to send, where to upload them, and current verification status
- Deposits and withdrawals: missing funds, pending payouts, limits and timeframes
- Bonuses: promo codes, wagering progress, free spins and cashback queries
- Technical issues: game errors, mobile site problems, failed transactions
- Responsible gambling: deposit limits, cool-off periods and self-exclusion
Verification and withdrawals
Withdrawal questions deserve special mention because they are the most common reason players contact us. We ask for photo ID, proof of address and payment method verification before your first withdrawal, and our team checks submissions daily. E-wallet and crypto payouts complete within 0 to 24 hours once approved; cards and bank transfer take 1 to 3 business days. If a payout sits longer than that, message us with the transaction reference and we will chase it immediately.
Responsible gambling support
If gambling stops being fun, say so directly in chat or email and your message goes to a trained agent, not a sales script. We can set deposit limits, loss limits and session reminders on your account the same day, arrange a cool-off period, or activate full self-exclusion. We also point you to GamCare, BeGambleAware and GAMSTOP for independent, free support outside our platform.
Before You Contact Us
Three quick checks solve a surprising share of queries before you type a single word to us. They take under a minute each and often mean an instant answer instead of a wait.
- Check the FAQ page first: answers on bonuses, payments and verification are already written out there.
- Open your profile and look at KYC status: if documents show as pending, they are in the queue and need no chase.
- Review your transaction history: deposits and withdrawals appear there with timestamps, which speeds up any payment query.
- Confirm your bonus balance and wagering progress in the promotions tab before asking why funds are locked.
- Refresh the page or switch browser if a game misbehaves; most glitches clear on reload.
Details that speed things up
When you do write or chat, three details cut resolution time roughly in half: your registered username, the date and time of the issue, and any transaction or bonus reference shown on your account. Never send full card numbers or passwords. Our agents will never ask for your password, and any message requesting one is not from us.
Press and Business Enquiries
Journalists, affiliates and business partners have a separate line so player support stays fast. Send press, advertising and partnership proposals to [email protected] with PRESS or BUSINESS in the subject line and the relevant team picks it up, normally within two business days. Spam and link-building outreach gets no reply, so keep pitches specific.
Who Stands Behind Spinshark Casino
Spinshark Casino is operated by Sharkwave N.V., licensed by the Curaçao Gaming Control Board under licence number OGL/2023/1748/0912. Formal correspondence goes to our registered office in Curaçao; email us at [email protected] and we will send the exact mailing address plus the reference number your letter needs. We answer written enquiries within five business days of receipt.
Frequently Asked Questions
Is Spinshark Casino support really available 24/7?
Yes. Live chat and email support run every hour of every day, including weekends and holidays. Chat agents typically respond in under 2 minutes, and emails are answered within 24 hours.
Why has my withdrawal not arrived yet?
E-wallet and crypto withdrawals complete within 0 to 24 hours after approval, while cards and bank transfer take 1 to 3 business days. First withdrawals also require KYC verification. If your payout exceeds these windows, contact us with the transaction reference and we will investigate.
What should I include when I contact support?
Include your registered username, the date and time of the issue, and any transaction or bonus reference. Never share your password or full card details; our agents will never ask for them.
Can you help me set deposit limits or self-exclude?
Yes. Message us via chat or email and we can apply deposit limits, loss limits, session reminders, cool-off periods or full self-exclusion the same day. We also direct you to GamCare, BeGambleAware and GAMSTOP for independent support.