Contact Hello Casino Support
Contact support
For help with hellocasinouk.co.uk, email our support team at [email protected]. Describe the issue and the page or action involved so we can understand your enquiry.
Hello Casino's operator, White Hat Gaming Limited, provides casino account support through email and live chat. For a deposit, withdrawal, verification or account restriction, use the support options within the casino account or its Contact us area.
What to include
Keep your message focused on the problem you need help with:
| Enquiry | Useful details |
|---|---|
| A page on hellocasinouk.co.uk | Page address, what went wrong and the device or browser used. |
| Casino payment or game query | Transaction or game reference, amount and approximate time. Send these through the casino's account support. |
| An existing complaint | The case reference, previous response and the point that remains unresolved. |
Do not include passwords, security codes or full payment card details. If a screenshot helps explain the issue, hide unrelated personal information before sending it.
Raising a casino complaint
White Hat Gaming Limited uses a three-stage process for complaints about Hello Casino accounts, services and gambling transactions:
1. Start with account support. Raise the issue promptly by email or live chat, explaining what happened and when. The advisor records and investigates the enquiry. 2. Request another review if needed. An unresolved complaint, or a response you disagree with, may go to a Team Leader for a decision. 3. Escalate the remaining issue. The Complaints Team may review the case if you remain dissatisfied or a Team Leader review is unsuitable. Quote the assigned Case ID in later messages. This team's response ends the internal process.
The operator seeks to resolve complaints within 28 days. Depending on the issue and its complexity, resolution can take up to eight weeks after receipt. These are the operator's complaint timescales, not a response-time promise for hellocasinouk.co.uk support.
Unresolved gambling transaction disputes may be referred to eCOGRA without a referral fee. Non-gambling complaints stay within the operator's internal process. Use the prescribed complaint route: posts on social media or third-party forums do not replace it. See our terms and conditions for further complaint conditions.
Help with gambling concerns
For a time-out, account closure or self-exclusion, use the casino account controls or contact its account support. If automated self-exclusion fails, request manual exclusion from that team. An emailed request does not apply the restriction immediately; the operator confirms when it has taken effect.
GamCare offers confidential support for people affected by gambling on 0808 8020 133. Our responsible gambling page explains the account tools and further support options.