Contact us
Last checked 1 October 2026
Ways to reach us
You won’t find a contact form here. You can talk to us in two ways, live chat and email, and both reach the same support team. Pick whichever suits the question.
Live chat in the lobby
The chat bubble sits in the bottom corner of the lobby, on desktop and in the mobile browser. Someone answers in English at any hour, all year round. Logged-in players are recognised automatically, so we can look at your account straight away. If you are not logged in, you can still ask general questions about games, payments or the welcome package.
Write to our support address. Email is the better choice when you need to send documents, when the question needs a careful written answer, or when you want a record for later. Please write from the address registered on your account, so that we can confirm it is you.
How quickly we reply
Typical response times
- live chat: normally a reply in a minute or two, sometimes a little longer on busy weekend evenings;
- email: within 24 hours, and often the same morning or afternoon;
- verification documents: checked the same day in most cases;
- complaints: acknowledged within 48 hours, with a full answer as set out below.
Questions about withdrawals
A withdrawal from a verified account is normally approved within 8.5 minutes. E-wallet and crypto payouts follow soon after, and bank or debit card payouts take 1–3 working days. If your withdrawal has been pending longer than that, chat is the quickest place to ask, because the agent can see exactly where it is held up.
Before you get in touch
What to include
A few details save a lot of back and forth. Give your username or the email on the account, the date and rough time of the problem, the name of the game or payment method involved, and a screenshot if you have one. For a disputed game round, the round ID from the game history is the most useful thing you can send.
What we will never ask for
Nobody from Winplace will ask for your password, the full number or security code of your debit card, or a one-time passcode your bank texts you. Anyone posing as Winplace and asking for such details should get no reply; forward the message to our support address.
The Help Center
The Help Center in the lobby answers common questions about registration, the cashier and bonuses. Many answers are already there, and you are always welcome to ask us directly instead.
Complaints procedure
The first chat fixes most problems. When it does not, there is a formal route.
Step one: raise it with support
Email our support address with “Complaint” in the subject line. Explain what happened, what you think went wrong and what outcome you would like. We acknowledge it within 48 hours and give it a reference number. Live chat can open a complaint as well, and will confirm the reference by email.
Step two: review by a senior team member
A senior colleague who had no part in the first decision takes over the case, checks the account history and, where a game is involved, asks the studio for its record of the round. You will receive a written final response within 14 days. If we need more time, for instance while waiting for a provider, we explain the delay and give you a revised timescale.
If you are still not satisfied
Since the UK Gambling Commission has not licensed Winplace, the dispute resolution services approved for UK-licensed operators do not handle complaints about us. Our final response is our considered position. Keep it with your reference number. You remain free to seek independent legal advice, and our site rules explain which law governs the agreement.
Help with your account
Login problems
Forgotten your password? Hit the reset link on the login screen and a fresh one should land in your inbox shortly; if nothing shows up, look in spam or junk. Lost access to the email address on the account? Contact live chat. We will ask some questions and possibly for a photo ID before we change the address, which keeps the account safe from anyone pretending to be you.
Deposits that have not arrived
Card and e-wallet deposits usually show up within seconds. Bank transfers and crypto payments can take longer, depending on the bank or network confirmations. If money has left your account but is not in your balance after an hour, send us the payment reference and the amount and we will trace it with the provider.
Bonus questions
The welcome package needs no code: just £20 or more paid in, bonus box ticked. If you forgot to tick it, write to chat before you start playing with that deposit and we will check what can be done. Codes for other offers are shown in your account under Promotions; we do not hand them out through email.
Other requests
Personal data
Requests for a copy of your data, corrections or deletion go to the same email address, with “Privacy” in the subject line. How we deal with them, and how to complain to the Information Commissioner’s Office, is set out in our privacy policy.
Limits, breaks and self-exclusion
Just ask in chat for a deposit limit, time-out or self-exclusion. There are no questions to answer first and no one will try to talk you out of it. The responsible play page explains each option, and anyone can ring 0808 8020 133, the free National Gambling Helpline, at any hour.
Closing your account
To close an account for any other reason, message us from the registered email address. Any balance you can withdraw is paid out before the account is closed, and we confirm the closure in writing. If gambling is the reason, say so in the message: we will then treat it as a self-exclusion, which blocks new accounts in your name for the period you choose, rather than as an ordinary closure that could be reversed the next day.
