Contact our team any time
Our support desk runs around the clock, every day of the year. You can reach us by live chat or email, and most queries are resolved on first contact. Here is exactly how each channel works and what to expect once you get in touch.
Ways to reach us
Live chat
Open the chat window from the speech bubble in the bottom-right corner of any page on allbritishcasino-online.uk. Live chat is staffed 24/7, including weekends and bank holidays. Median connection time is under one minute, and routine questions (deposit status, bonus activation, password resets) are usually answered within a single session.
For account-specific matters, have your username ready. Our agents never ask for your full password or card details in chat.
Write to [email protected] for anything that needs detail or attachments. We reply within 24 hours; most responses arrive within 6. Attach photos of your ID or proof of address directly to your email when submitting KYC documents, and keep each file under 5 MB.
| Channel | Availability | Typical response |
|---|---|---|
| Live chat | 24/7 | Under 1 minute to connect |
| Email ([email protected]) | 24/7 inbox | Within 24 hours, usually 6 |
What our team handles
No query is too small. If something on the site is not working as it should, tell us and we will look into it directly.
- Account and KYC issues: verification of your photo ID, proof of address and payment method before your first withdrawal.
- Deposits and withdrawals: missing deposits, withdrawal status, our daily limit of £10,000 and processing times of up to 24 hours for e-wallets or 1-3 business days for cards and bank transfers.
- Technical problems: game loading errors, mobile site issues on iOS and Android, payment failures.
- Bonus questions: the 100% welcome bonus up to £300, 10% weekly cashback up to £500, daily tournaments and seasonal prize draws, including the 10x wagering requirement.
- Responsible gambling: setting deposit limits, loss limits, session reminders, time-outs and self-exclusion, plus referrals to GamCare, BeGambleAware and GAMSTOP.
Check these first
A few quick checks before you message us often answer the question outright, and they always make our reply faster because we skip the basics.
Start with the FAQ section linked in the site footer. It covers the most common topics, including bonus wagering and withdrawal times. Next, open your profile and check your KYC status; if a document is still marked as pending, we are already reviewing it. Finally, look at your transaction history in the cashier before asking about a deposit or withdrawal, since pending amounts and their statuses are listed there in real time.
When you do contact us, include your username, the date and time of the issue and, for payment queries, the transaction amount and method. Screenshots help with technical faults.
Formal letters and complaints
Allbritish Casino is operated by L&L Europe Ltd, licensed and regulated by the Malta Gaming Authority under licence number MGA/B2C/211/2011. We launched in 2013 and have kept the same operator and licence throughout.
For formal complaints or legal correspondence, email [email protected] with the subject line "Formal complaint" and your account username. We acknowledge every formal complaint within 24 hours and provide a substantive response within 14 days. If you are not satisfied with the outcome, you have the right to escalate the matter to the Malta Gaming Authority, and we will give you the exact escalation steps in writing.
Media and business enquiries
Press, affiliate and partnership enquiries are handled separately from player support. Email [email protected] with the subject line "Partnership" or "Press" and your message will be routed to the commercial team, who reply within two business days. Player support cannot discuss commercial terms, so please use the dedicated subject line to reach the right people quickly.
Frequently asked questions
Is live chat available at weekends?
Yes. Live chat is staffed 24/7, including weekends and bank holidays, with connection usually in under a minute.
How fast do you reply to emails?
We reply within 24 hours, and most responses arrive within 6. Attach KYC documents directly to your email, each file under 5 MB.
What details should I include when contacting support?
Include your username, the date and time of the issue, the transaction amount and method for payment queries, and screenshots for technical faults.
Can I contact you about a gambling problem?
Yes, and we treat these requests with priority. Our team can set deposit limits, session reminders, time-outs and self-exclusion on your account, and refer you to GamCare, BeGambleAware and GAMSTOP.
What if I am unhappy with a complaint outcome?
We acknowledge formal complaints within 24 hours and respond substantively within 14 days. You may then escalate to the Malta Gaming Authority, and we will send you the escalation steps in writing.