Licensed and auditedUK Gambling Commission licence 73974-3940-R-289371. Independent testing by SIQ and BMM Testlabs.
Fast withdrawalsAverage payout time 17 minutes. Up to £60,000 per withdrawal, £33M paid weekly.
Data protection128-bit SSL encryption. Your details stay secure under UK data protection law.
Three doors
Which way gets you answered fastest?
Once you finish, you will know which channel fits your question.
Is anyone there now?
Best for a stalled deposit or a bonus that did not land, since an agent reads along. Within two minutes, round the clock, you are usually in a conversation.
Best for documents, statements and anything you want in writing. Send to [email protected] and expect a note back within twenty-four hours, any day of the week.
Best for a card that will not go through or an account you cannot open. Ring +44 20 8316 6275 (GMT) and a person typically answers within one minute, every hour.
Most players fear a language barrier or a dead line; here is what actually happens.
accountWhich languages can I use to ask for help?+
English comes first for anyone in the United Kingdom, and German, Finnish and Norwegian are also handled. Choosing one of those four at the start of a chat or e-mail keeps the reply clean and quick. Answers arrive in the same language you write in.
accountWhat happens when I request the closure of my account?+
Once your request reaches support, the account is shut to play and deposits, and any remaining balance is settled back to you. Confirmation usually lands by e-mail within twenty-four hours. Reopening later is possible only if support agrees and checks your details again.
accountCan I reach someone late at night or on a Sunday?+
Lines stay open around the clock, every day of the year, in GMT. Chat typically answers inside two minutes and the phone inside one, though a busy Sunday evening can stretch both. E-mail is read continuously but can take up to twenty-four hours.
accountWhat if I cannot recall the details on my account?+
Your registration email address is enough to start, and your full name plus date of birth confirms it. Password details are never requested by anyone at the casino, on any channel. If a message asks for your password, stop and check with support.
accountWhat if the first reply does not fix the problem?+
Ask the agent to escalate the matter, then write to [email protected] with the reference you received. Support replies to that address after looking at the record. Should the outcome still feel wrong, you may take it to the UK Gambling Commission, the regulator named on this site.
accountWhy should I write about the data you hold on me?+
A copy of what is stored, or deletion of it, can be asked for at [email protected]. Records tied to gambling transactions are kept for as long as the law requires, so some deletion requests are partial. The reply explains which parts stay and why.
Before you send
Your case reaches the team that handles it
Use this when a general reply would send you round in circles and cost you another day.
By the end, you will have followed the route from a first message to the UK Gambling Commission.
Spincastle Casino Dispute Inbox
Write to [email protected] with what happened, the date and any transaction reference. A copy lands with the team that handles disputes, not the general queue.
Spincastle Casino Findings Letter
Within twenty-four hours you receive a written reply that sets out the findings. If the matter is complex, the team tells you when to expect the full answer.
Can Someone Senior Look Again?
Unhappy with that outcome, you ask for the case to move up to a senior manager. A second review follows, and the final written position comes from the casino.
Before You Go Outside
Once that final position is issued, you may take the case to the UK Gambling Commission, the regulator named on this page. Do it after the internal route ends, not before.
Shall I Fetch My Details?
Once you open the chat, the agent works fastest with these five ready.
Your registered e-mail address
Account number or username
Date and amount of payment
Screenshot of the error
Proof of identity and address
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