Alterspin Casino Support: Contact Options, Complaints and Escalation

Live chat is available 24 hours a day, seven days a week. There is no telephone support. Email support is also available - the address is on the contact page of the site. All support is conducted in English.

For issues involving withdrawals, verification or bonuses, providing specific account details and documentation upfront significantly reduces resolution time. Complaints that are not resolved through live chat can be escalated to the UKGC or an approved alternative dispute resolution (ADR) body.

Contact Channels

Live chat is the fastest channel for time-sensitive issues such as a blocked withdrawal, a failed deposit or a bonus not credited. Email is more suitable for non-urgent queries where documentation needs to be attached. Response times for email are not confirmed - use live chat if the issue requires same-day action.

What to Include in a Support Ticket

Providing the right information upfront prevents delays caused by back-and-forth clarification requests. For any transaction or account issue, include the following.

• Your registered account email address or username
• The exact amount and currency involved
• The date and time of the transaction or event
• The payment method used, if the issue is deposit or withdrawal related
• Any bonus code applied, if the issue involves a promotion
• Screenshots of the relevant screen, error message or transaction status
• The current status shown in your account (pending, declined, active, expired)

For bonus disputes, also state which offer you believe you qualified for, when you opted in, and what the current wagering status shows in your account. For withdrawal issues, include whether KYC is complete and which method was used for the original deposit.

Common Issues and First Checks Before Contacting Support

Many issues have a self-service resolution path. Check these before opening a live chat session.

• Withdrawal declined - check whether KYC is complete, wagering is cleared, and the method matches the deposit method
• Bonus not credited - confirm whether opt-in was completed before the deposit and whether the deposit met the £20 minimum
• Deposit not received - for crypto, check on-chain confirmation status; for cards, check for a bank-side gambling block
• Verification pending - allow processing time; contact support if more than the expected period has passed
• Account access issue - use the password reset function before contacting support

If none of the above resolve the issue, proceed to live chat with the information listed in the previous section.

Complaint Escalation: UKGC and ADR

If a complaint submitted through live chat or email is not resolved to your satisfaction within a reasonable timeframe, two escalation routes are available.

First, submit a formal complaint in writing to the platform. The complaint should state the issue, the resolution sought, the steps already taken and the outcome of each. Keep copies of all correspondence.

If the formal complaint is rejected or remains unresolved after eight weeks, you can refer the matter to the UKGC or to an approved ADR body. The UKGC does not resolve individual disputes but accepts complaints about operator conduct. An ADR body can make binding decisions on individual cases. Contact details for the applicable ADR body should be available in the platform's terms and conditions.

Account verification requirements and document submission are covered on the verification page. Withdrawal conditions and decline reasons are on the withdrawal conditions page.

Responsible Gambling Support

If you need to set deposit limits, loss limits, cooling-off periods or self-exclusion, these tools are available directly from your account settings without needing to contact support. If you need assistance locating these controls, the live chat team can direct you. Full details of all available tools are on the responsible gambling tools page.

FAQ

Is live chat available around the clock?

Yes. Live chat is available 24 hours a day, seven days a week. There is no telephone support. Email support is available for non-urgent queries - the address is on the contact page.

What should I include when reporting a failed withdrawal?

Include your account email, the withdrawal amount, the date and time of the request, the payment method, the current status shown in your transaction history, and any error message displayed. Screenshots of the request screen and status are useful. Also confirm whether KYC is complete and whether any bonus wagering was outstanding at the time of the request.

How do I escalate a complaint that has not been resolved?

Submit a formal written complaint to the platform first. If it is not resolved within eight weeks, you can refer the matter to the UKGC or an approved ADR body. The ADR body can make binding decisions on individual disputes. Contact details for the applicable ADR are in the platform's terms and conditions.

Can support apply a bonus code after I have already deposited?

Bonus codes cannot be applied retroactively once a deposit has been confirmed. Contact live chat immediately if you believe a code should have been applied, providing the code, the deposit amount and the date and time. In some cases support can verify intent, but retroactive application is not guaranteed.

What languages is support available in?

Support is conducted in English. Additional language availability is not confirmed in the available information - contact live chat to ask about support in other languages.