Contact us

Contact Instaspin Casino Support

We’re here to help. Choose the most suitable channel below for your question — live chat for quick answers, email for detailed requests, or the in-account ticket system for formal enquiries and escalations. Wherever you contact us, our team will guide you through verification, account security, responsible gambling support, technical troubleshooting, and any complaint or dispute you need to raise.

How to reach us right now

  • Live chat (fastest for most issues): available 24/7. Average response time is around 3 minutes. Use live chat for login problems, basic account questions, quick verification checks, technical troubleshooting, and guidance on responsible gambling tools.
  • Email: support — suitable for detailed enquiries, attachments (ID documents, screenshots), and matters that require a written record. Typical response time is within 4 hours during normal operating periods.
  • Phone: +44 20 3950 7847 — for complex matters or when you prefer to speak with an agent. Phone hours: Monday–Friday 08:00–22:00 GMT, Saturday 10:00–20:00 GMT, Sunday 12:00–20:00 GMT. A callback service is available if you prefer a scheduled call.

Account dashboard and ticket system

Use the Support/Tickets area inside your account dashboard for formal requests, complaints, and case tracking. Tickets are responded to through the dashboard; a reply is provided within 24 hours. If you need an escalation, submit a ticket from your dashboard and request a callback or an elevated review — the Support team will advise the next steps and provide a reference number to track progress.

What to use each channel for

Live chat — quick help and troubleshooting

Best for:

  • Immediate account access problems (forgotten password, sign-in errors)
  • Step-by-step help during registration or deposits
  • Quick verification status checks
  • Immediate technical assistance while using desktop or mobile apps
  • Responsible gambling queries that need immediate action (e.g., setting a time-out)

How we handle it:

  • Available 24/7 with multilingual support (see Languages below).
  • If a live agent cannot fully resolve your issue during the chat, they'll open a ticket on your behalf and provide a reference number.

Email — full details and attachments

Best for:

  • Sending copies of identity or proof-of-address documents
  • Complex complaints, disputes, or requests for written confirmation
  • Questions that require investigation or escalation
  • When you require a written reply on record

Expectations:

  • Email replies are typically issued within 4 hours. If your email requires further investigation, you’ll receive an initial acknowledgement with a timeline and case reference.

Phone and callback — deeper conversations

Best for:

  • Detailed account recovery or identity-verification conversations
  • Complex disputes that benefit from verbal discussion
  • When you want a scheduled follow-up

Availability:

  • +44 20 3950 7847 on Monday–Friday 08:00–22:00 GMT, Saturday 10:00–20:00 GMT, Sunday 12:00–20:00 GMT.
  • Request a callback via live chat or ticket if you prefer a scheduled phone appointment.

Verification, account security and account recovery

What we may ask:

  • Photo ID (passport, driving licence, national ID)
  • Proof of address (recent utility bill or bank statement)
  • Selfie or video verification where required

Process and timings:

  • Basic account activation often completes within 15–30 minutes after email verification.
  • Full KYC/ID verification is requested before withdrawals and is processed promptly; enhanced verification is typically completed within 24 hours, with mobile uploads often reviewed within 2–4 hours during business periods.
  • For account recovery or security concerns, contact live chat first for immediate guidance and follow up by email or ticket if documentation is required.

Security support:

  • To report suspected fraud, unauthorised access, or security issues, contact support immediately via live chat or email and follow the agent’s instructions. We can lock or restrict access while we investigate and will advise what documents are needed to restore access.

Responsible gambling and safety support

Immediate tools you can use:

  • Deposit limits (daily, weekly, monthly), time-outs (1 day to 6 weeks), session reminders, loss limits, and permanent self-exclusion. These are available in your account settings and take effect immediately or after a 24‑hour cooling-off period where selected.
  • GAMSTOP integration is available for UK customers who wish to self-exclude across participating sites.

Support channels:

  • If you need help setting limits or want advice on safer play, contact live chat for immediate help or email for follow-up. Our support team is trained in safer gambling and harm-reduction procedures.

External organisations:

  • We provide direct links and information for external support such as GAMSTOP, GamCare, BeGambleAware, and local NHS gambling services. If you need specialist help, support will provide contact details and next steps.
  • National Problem Gambling Clinic: 0203 228 0000
  • Gamblers Anonymous: 0207 384 3060

Technical support for apps and the website

Supported platforms:

  • Native iOS and Android apps and a fully responsive website. If you encounter app or browser problems, include device model, OS version, app version (where applicable), and screenshots.

Quick guidance:

  • Check that you are running a supported mobile platform (iOS 14+ or Android 10+ where applicable) and the latest app or browser version.
  • For streaming or game-loading issues, provide network details and a brief description; live chat can run through troubleshooting steps in real time.

Documentation:

  • Specific technical and provably-fair documentation (including seed verification for eligible games) is available at support.instaspin.casino/provably-fair. Use email or ticket if you need additional technical records or logs.

Complaints, disputes and escalation

How to raise a complaint:

  • Start with live chat so an agent can attempt immediate resolution.
  • If unresolved, submit a ticket from your account dashboard or email [email protected] with full details, relevant screenshots, transaction IDs, and any supporting documents.

What to expect:

  • You will receive a case reference and an initial response within 24 hours for tickets and within 4 hours for emails.
  • Serious account actions (suspension or restrictions) will be accompanied by written notice where possible within five business days.

Escalation options:

  • Request escalation via ticket or ask for a callback to discuss further. Support will explain the next steps, timelines, and any additional information required to conclude the case.

Languages and accessibility

Multilingual support:

  • Live chat and email support are available in English, Spanish, French, German, and Italian. Welsh-language support is available upon request.
  • Phone support is available in English and Welsh (availability confirmed on call).

Accessibility:

  • Support is available via the native apps and the website; ticket handling and account settings are accessible from the account dashboard for self-service actions.

Self-service first: faster resolutions

Before contacting support, you may be able to resolve the issue yourself:

  • Visit the Support or Help section inside your account dashboard to submit a ticket, upload verification documents, adjust responsible gambling settings, or view case history.
  • Use the live chat for guided troubleshooting or for immediate verification checks.
  • For provably-fair verification and technical references, consult support.instaspin.casino/provably-fair.

If you still need help, contact us through the channel that best fits the issue: live chat for speed, email for records and attachments, or phone/callback for detailed discussions. We’ll provide a case reference, timelines, and clear steps so you always know what to expect.

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