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Contact Us

This page explains how to get in touch with our support team, what information helps us answer you faster, and how to raise a complaint. We are here whenever you need us.

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How to reach us

You can contact our support team in two ways, whichever suits you best:

  • Live chat - available on the site 24/7. Sign in to your account and open the chat window to speak with an agent.
  • E-mail - write to support@casinopure.co.uk at any time. We answer in the order messages arrive.

Live chat is usually the quickest route for simple questions. E-mail is better when you need to attach documents or set out a longer query.

What to have ready when you write

Giving us the right details at the start saves time and means we can look at your account straight away.

  1. Your username, exactly as it appears on your account with us.
  2. The game or transaction your message is about, including the amount where money is involved.
  3. The date and time the issue happened, with your time zone if you are not in the UK.
  4. A short description of what you expected and what happened instead.

Keep your account safe

Never send us your password or the full details of your payment card. Our agents will never ask for them.

Common questions we help with

Our team handles the full range of day-to-day account matters, including:

  • Account and verification - registration, updating your details and the identity checks we are required to carry out.
  • Deposits and withdrawals - payment methods, processing times and the limits shown in your account.
  • Bonuses and promotions - how an offer works, wagering requirements and the terms that apply to it.
  • Technical issues - games that fail to load, interrupted rounds or problems signing in.
  • Safer gambling - setting deposit limits, taking a time-out or arranging self-exclusion.

We are an 18+ service. If gambling has stopped being enjoyable, free and confidential help is available from GambleAware, GamCare and the National Gambling Helpline, and you can block yourself from all licensed online operators in Great Britain through GamStop.

Complaints

If something has gone wrong and you are not satisfied with the answer you received, you can raise a formal complaint.

  1. Write to support@casinopure.co.uk with the word Complaint in the subject line.
  2. Set out what happened, when it happened and the outcome you are looking for, together with your username.
  3. We acknowledge your complaint and confirm that it has been passed to the right team.
  4. We reply once the matter has been looked into, explaining the decision we have reached.

Please use a single e-mail thread for each complaint. Sending the same point through several channels at once can slow the answer down rather than speed it up.