Sets out the route from your first message to a review by a manager, then the regulator.
Date and amount
Write to [email protected] with the date, the amount and what went wrong. A colleague logs the case and confirms receipt to your registered address.
How long does that take?
A written answer follows once the facts are checked, and it explains what we found and what we can put right. Ask questions in your reply if part of it is unclear.
Can someone senior look again?
Magic365 Casino refers the file to a manager when the answer does not settle things, and that review looks at the case again from the start. Say clearly that you want this step.
Go to the UK Gambling Commission
Take the matter to the UK Gambling Commission after our review closes if you remain unhappy. Their own process then decides what happens next, not ours.
Wrong Queue
When one desk does the job
Magic365 Casino sorts post by desk so your message reaches the team that can act on it.
Gather the five details below before you make contact and the first reply usually settles it.
Your registered e-mail address
Date and time of the issue
Amount in pounds and payment method
Screenshot of the screen or message
Any reference from earlier contact
Answers in a minute
Fewer surprises once you know this
You will know the answers that save a support message before you send one.
trustWhat if my account is still being checked?+
If we ask for documents, checking usually takes around 5 hours. Photo ID, proof of address and a card image speed this up, so send all three together. Your account stays usable while we review them.
trustWhere can I take an answer I am unhappy with?+
Where a first reply does not settle things, ask for the reply to be escalated to a supervisor. Keep the same e-mail thread so nothing is lost. You can also write to [email protected] for a formal record.
trustCan I get my personal data copied or removed?+
Can I ask for a copy of my data or have it erased? Yes. Write to [email protected] and tell us whether you want a copy or deletion. We keep only what the UK Gambling Commission licence requires us to hold.
trustDo I need a reason to shut my account for good?+
Do I need to give a reason to shut my account? No. Ask live chat or e-mail and we close it for you. Any balance stays yours to withdraw, and you are welcome back later if you change your mind.
trustWhat happens when I need help at night or a weekend?+
What happens when it is the middle of the night or a bank holiday? Support still answers, because our team runs 24 hours a day, 7 days a week. Live chat typically replies in 3 minutes and the phone in 5, even at 3am.
trustDo I need my password to get help with my account?+
Do I need my password to reach a person? Never. Our team identifies you from your registered email address and asks a security question instead. Anyone asking for your password is not us, so ignore them.
trustWhat if I want to check your licence is real?+
What if you want to check we are properly licensed? Magic365 Casino Ltd holds a UK Gambling Commission licence, number 89583-5228-R-313697. That regulator is who you can turn to if a complaint with us is not resolved.
Opening hours
How long you wait at each channel
Removes the worry that nobody is there, by showing which channel answers and how quickly.
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