The channels and what they are for
| Channel | Availability | For which requests |
|---|---|---|
| Live chat | 24/7 | quick questions about the account, the cashier, a game |
| Email support@instantcasino.com | listed on this page and in our FAQ | missing deposit with proof of payment, verification documents, self-exclusion, account closure, complaint |
| Account area | after logging in | uploading documents, updating personal details, tracking a withdrawal |
Swipe to see the remaining columns
Chat is open 24/7. Email is the channel the terms provide for self-exclusion (clause 14.1) and for permanent account closure, to be requested from the registered email address (clause 16.1); for a complaint, clause 19.1 asks you to contact support with all the details, and the reply goes to the account email address.
Three situations, three messages
Missing deposit: wait 10 minutes, then email proof of payment. Attach the receipt or transaction screenshot, the date, the amount, the payment method and the account email address. Withdrawal not processed: first check that the "Beneficiary" field shows your first and last name, that the destination account is in your name and that you haven't added too many payment methods; limits set by your bank can also play a part. Then state the request date and its status, visible in the Transactions tab of the Cashier. Complaint: one subject per message, dated facts, screenshots, and an explicit statement that it is a complaint under clause 19; we aim to resolve it within 90 days and reply to the account address.
What you can expect
Live support replies 24/7. If a reply doesn't satisfy you, clause 19.2 lets you ask for escalation to the compliance department, which looks at the case again with the whole file. Keep every exchange: email leaves a record, chat only if you copy it before closing the window.
Verification documents: which channel
Send your ID and supporting documents only to support (support@instantcasino.com) or through the account area, never via a link received from a third party. Put the account email address and the document type in the subject line; mask the middle digits of a bank card. Automated verification usually needs a few minutes, an hour at most; if anything more is needed, support tells you which document.
Questions about gambling and outside help
Whether you want limits on deposits or playing time, or a self-exclusion, support helps you by email, at any time and free of charge; the procedure is described on our Responsible gambling page. Independent support services are also there for players and their families.
Write to us
18+ only. Gambling can be addictive: play responsibly and seek help from a support service if you need it.
