How to contact the casino support service?
Customers can contact Cash Arcade Casino support primarily through email, live chat during business hours, and Facebook Messenger.
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What contact methods are available for customers?
Email, live chat (9:30 AM–6 PM weekdays), Facebook Messenger.
Casino website
https://www.casharcade.com
Gaming license
Licensed by the United Kingdom Gambling Commission (UKGC) and the Alderney Gambling Control Commission (AGCC).
Casino headquarters location
Jumpman Gaming Limited, Inchalla, Le Val, Alderney, GY9 3UL
License jurisdiction
United Kingdom and Alderney
Is there live chat on the website, does live chat work 24/7, and how long does it take to respond in chat?
Yes, live chat is available Monday to Friday from 9:30 AM to 6 PM. Live chat is not 24/7. Typical response times are within business hours only.
Is there a contact form on the website?
There is no specific mention of a contact form; contact is primarily via email and chat.
Technical support email
[email protected] (related to technical or general support queries)
VIP support email
No specific VIP support email publicly provided.
Complaints email
No dedicated complaints email publicly disclosed; general support email is used.
Finance department email
Not specifically listed; likely handled via general support email.
Security service email
Not publicly available.
Support hotline phone number
No phone number provided; Cash Arcade does not appear to offer phone support.
VIP line for premium customers
Not available.
Separate complaint line
Not available.
Technical support
Technical support is available via email and live chat during business hours.
Financial department
Contact through support email; no dedicated financial contact found.
Security service
No direct public contact; security issues likely managed internally through support channels.
Telegram support account
Not available.
WhatsApp support account
Not available.
Viber support account
Not available.
WeChat support account
Not available.
Facebook page
Facebook Messenger is used for support, but no official page URL publicized.
Instagram page
Official Instagram page URL is not clearly identified.
Twitter/X page
Official Twitter/X account URL is not clearly identified.
LinkedIn page
No official LinkedIn company page found.
YouTube channel
No official YouTube channel identified.
Telegram channel
Not available.
Discord server
Not available.
Are there video calls with consultants?
No video call support available.
Is there a ticket system (helpdesk)?
No explicit mention of a ticket or helpdesk system.
Is there a mobile app with support chat?
The casino has a mobile-compatible website but no dedicated app with support chat.
Are push notifications supported?
No public information on push notifications for support.
Is SMS support available?
SMS support is not offered.
Can I request a callback?
No callback service available.
Are there forums or communities related to this casino?
No official forums or community platforms.
Is there a mobile app for contacting support?
No dedicated support mobile app found.
Are Zoom/Teams consultations possible?
No support for Zoom or Teams consultations.
Is support available on weekends and holidays?
Support is only available Monday to Friday during business hours.
What are the support service operating hours?
Support available Monday to Friday, 9:30 AM to 6 PM.
Supported languages
English.
Service regions
Mainly UK-focused, also serving Ireland and other regulated markets under UKGC and Alderney licenses.
Can I contact support without registration?
Generally, yes, users can contact support without needing to be registered.
Can I send documents through chat?
Not specified; document uploads are typically done via secure online submission portals for verification.
Privacy policy link
https://www.casharcade.com/privacy-policy
Terms of service link
https://www.casharcade.com/terms-and-conditions
What to do if I forgot my account password?
Use the "Forgot Password" link on the login page to receive a reset email.
How to restore access to a blocked account?
Contact customer support via email with account details and follow provided instructions for verification.
Why is my account blocked?
Common reasons include suspected fraud, verification failures, breach of terms, or self-exclusion.
How to change profile information?
Update profile details through the account settings after logging in; contact support if issues arise.
What to do if I suspect my account has been hacked?
Immediately contact support, change passwords, and enable security features like two-factor authentication.
How to set up two-factor authentication?
Follow instructions in account security settings if available; otherwise, contact support for guidance.
Why am I not receiving SMS confirmation codes?
Possible issues include network problems or incorrect phone details; verify number in profile and contact support.
How to delete my casino account?
Request account deletion by emailing support with relevant identification.
What to do if I can't log into my account?
Use password reset, check username/email, and contact support for further help.
How to check account login history?
Access may be available in account security settings or request it from support.
Why is document verification required?
To comply with KYC (Know Your Customer) and anti-money laundering regulations; to ensure player identity.
What documents are needed for verification?
Government-issued ID (passport/driver’s license), proof of address (utility bill, bank statement), and sometimes proof of payment method.
How long does document verification take?
Usually up to 2 business days.
What to do if documents are rejected?
Resubmit clear, valid documents as per guidelines provided by support.
How to upload documents for verification?
Upload through secure online portal or via email attachment as directed by support.
Why does my account require additional verification?
Triggered by large transactions, suspicious activity, or regulatory requirements.
Can I have multiple accounts?
No, multiple accounts are generally prohibited by casino terms of service.
How to report suspicious activity?
Contact customer support immediately with details of the suspicious activity.
What to do if I lose access to my email?
Contact support with alternative identification to update your account email.
How to change phone number in my account?
Update in account settings or request support assistance.
Why are my account functions limited?
Due to pending verification, self-exclusion, or account security concerns.
How to set deposit limits?
Use account responsible gambling tools or contact support to set deposit limits.
What is self-exclusion and how to activate it?
A tool to voluntarily block your access for a set period; activated through account settings or support.
How to temporarily freeze my account?
Request support to freeze account temporarily if the feature is not self-service.
What to do if I suspect fraud?
Report immediately to support and follow their instructions to secure your account.
Why is my deposit not going through?
Issues can include payment method problems, limits, or processing errors; check details and contact support.
How long does withdrawal processing take?
Typically up to 72 hours after verification is complete.
What fees are charged for transactions?
Withdrawals below £30 incur a £2.50 fee; deposits generally have no fee.
Why was my withdrawal request declined?
Possible reasons include pending verification, exceeding limits, or suspicious transactions.
What deposit methods are available?
Visa, Mastercard, PayPal (non-Germany), Paysafecard, Skrill, Neteller.
What are the minimum and maximum deposit amounts?
Minimum deposit generally £10; maximum depends on payment method and account status.
Maximum deposit amount
Not explicitly stated; subject to terms of service and payment provider limits.
How to cancel a withdrawal request?
Contact customer support immediately to request cancellation.
Why is my withdrawal taking so long to process?
Delays due to verification checks, banking processing times, or compliance reviews.
Can I withdraw to a different card?
Generally not allowed; withdrawals must be returned to original payment method for security.
What to do if money was debited but not credited?
Contact support immediately with transaction details for investigation.
How to check the status of a financial transaction?
Contact support or check transaction history in your account.
Why are financial operations blocked?
Due to compliance issues, pending verification, or suspected fraud.
What documents are needed for large withdrawals?
Proof of identity, proof of address, and sometimes proof of source of funds.
Are there withdrawal limits?
Yes, set by the casino and comply with regulatory standards.
How do refunds work?
Refunds are processed back to the original payment method after investigation.
What to do with failed payments?
Check payment method details and contact support to resolve.
Can I change the withdrawal method?
Usually no; withdrawals must follow the original deposit method.
Why is proof of funds source required?
To comply with anti-money laundering regulations and ensure legitimate funds.
How to get a financial transaction statement?
Request from support or download from account transaction history if available.
What to do if a payment is stuck?
Contact support immediately with payment details.
What currencies does the casino accept?
GBP (£), EUR (€), CAD ($).
Is there currency conversion?
Not explicitly stated; usually conversion handled by payment providers if required.
How do cryptocurrency payments work?
Cryptocurrency is not accepted.
What to do with payment system errors?
Check payment details and contact support.
Can I return an erroneous deposit?
Contact support immediately to report and request a return.
Why won't the game load?
Possible browser issues, internet connection, or system requirements; clear cache or try different device.
What to do when there's a game crash?
Refresh the game, check internet, and report persistent issues to support.
How to report a game error?
Contact customer support with game details.
Why did my winnings disappear after a crash?
Contact support for investigation; game logs are reviewed to resolve discrepancies.
Game sound not working - what to do?
Check device settings, browser audio settings, and game sound options.
Game lagging or freezing - how to fix?
Clear cache, close other apps, ensure strong internet connection.
Why isn't my bet being counted?
Ensure correct game rules compliance; contact support if issue persists.
How to check game round results?
Use game history or ask support for details.
What to do if the game is not responding?
Refresh or restart the game; contact support if unresolved.
Why are some games unavailable?
Geo-restrictions or licensing limitations may apply.
How to clear cache for better game performance?
Clear browser cache through settings or use incognito mode.
Problems with game display on mobile device?
Update browser/app, clear cache, or try another device.
What to do if bonus didn't activate?
Contact support with bonus code and account details.
How to check bonus wagering requirements?
Available in the terms and conditions or promotions section.
Why aren't bonus points being credited?
Fulfill wagering terms and check eligibility; contact support if issues persist.
How to participate in tournaments and promotions?
Follow instructions on the promotions page and meet deposit or gameplay conditions.
What to do if promo code doesn't work?
Verify code validity and terms; contact support if code is correct but not working.
Why is Live Casino unavailable?
Possible maintenance, geo-restrictions, or licensing issues.
Problems with video streaming in live games?
Check internet speed, device compatibility, and browser updates.
How to report a technical glitch?
Contact support with detailed description and screenshots if possible.
What to do if the website won't load?
Check internet connection, clear cache, or try a different browser/device.
Browser compatibility issues?
Use recommended browsers and keep them updated.
How to update Flash Player or other plugins?
Flash is generally deprecated; ensure browser is updated for HTML5 compatibility.
What to do with slow website loading?
Clear cache, disable browser extensions, or switch network.
How to get technical support for games?
Contact support via email or live chat during business hours for assistance.