How to Contact Us

Questions about your account, a payment or a bonus? Our care team works around the clock, and this page lists every way to reach us, with honest response times for each channel.

Our Support Channels

Live chat

The fastest route is the live chat window, which you open by clicking the speech-bubble icon in the bottom-right corner of any page on 1red1.co.uk. The queue is staffed 24/7, 365 days a year. Median first response time is under 2 minutes, and most queries are resolved in the same conversation.

Email

For anything that needs documents or a paper trail, write to [email protected]. We reply within 24 hours, usually faster during 08:00–22:00 GMT. Attach your ID, proof of address or payment screenshots directly to the email so we can start working on the case immediately instead of asking for them first.

Response times at a glance

We publish our targets so you can hold us to them.

What We Can Help With

Almost everything on the account side of 1Red Casino comes through our team, from a stuck withdrawal to a bonus that did not credit. Here is how we typically split the workload.

• Account and KYC: document uploads, verification status, updates to personal details.
• Deposits and withdrawals: missing deposits, pending payouts, daily and monthly limits (5,000 per day, 20,000 per month).
• Technical problems: games not loading, error messages, mobile site issues on iOS and Android.
• Bonus questions: the 225% welcome package, wagering at 40x, weekly 20% cashback, weekend reloads and tournament terms.
• Responsible gambling: deposit and loss limits, session reminders, self-exclusion, and referrals to GamCare, BeGambleAware and GAMSTOP.
• VIP matters: tier benefits, personal account managers and faster withdrawals for tier 3 and above.

Quick Checks Before You Write

Three minutes of preparation often removes the need to contact us at all. Before you open the chat, run through this short list and have the answers ready if you still need us.

• Check the FAQ section linked in the site footer: password resets, bonus terms and deposit minimums of 20 are covered there in detail.
• Open your profile and look at the KYC status banner. If documents are marked as under review, they are already in the queue and a duplicate message will not speed it up.
• Open the transaction history in your cashier and note the reference ID of any deposit or withdrawal in question. Quoting that ID cuts our investigation time roughly in half.
• Screenshot any error message, including the exact time it appeared, so we can match it against server logs.

Complaints and Escalation

If a first-line answer does not satisfy you, ask the agent to escalate the case. You will receive a complaint reference number, and the matter moves to a senior specialist who responds within 5 working days. Formal complaints can also be sent in writing to our registered operator, Betti Partners N.V., at [email protected] with the subject line "Formal Complaint" and your complaint reference. As we hold licence MGA/B2C/823/2022 from the Malta Gaming Authority, you retain the right to refer unresolved disputes to the MGA once our internal process is exhausted.

Media and Partnership Enquiries

Press, affiliate and business enquiries are handled by a separate team so they never queue behind player support. Write to us at [email protected] with "Press" or "Partnership" in the subject line, and include your outlet or company, the campaign or story you are working on, and your deadline. We aim to respond to media requests within 2 working days and to partnership proposals within 5 working days.

Frequently Asked Questions

Is live chat really available at night?

Yes. Our chat is staffed 24/7, 365 days a year, including weekends and public holidays. First response is typically under 2 minutes whatever the hour.

Which email address should I use for KYC documents?

Send them to [email protected] with your username in the subject line. Attaching documents to your first email rather than waiting for a request saves up to a day in the verification queue.

Can I phone 1Red Casino support?

We do not operate a phone line. Live chat and email cover every query type, and chat resolves most issues within a single conversation.

How long do withdrawals take once support approves them?

Our payment team processes withdrawals within 0 to 24 hours. E-wallets and cryptocurrencies usually arrive the same day; card and bank transfers depend on your provider.

What if I am unhappy with the support answer?

Ask the agent to escalate. You will get a complaint reference number, and a senior specialist reviews the case and responds within 5 working days.