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Neptune Play Customer Support & Complaints – UK Guide (2025)

Neptune Play UK helps players with multi-channel customer support, with prompt UK business hour coverage and transparent complaint management. Here, we talk you through all support options.

David Cook

Betting Writer

Last updated: 2025-09-24

Fact checked by:

Chad Nagel

Sports & Betting Editor

3 minutes read

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Neptune Play

Licenses:

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Payment Methods

Overall Rating

3.8/5

Full T&Cs apply 18+

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Table of Contents

How to Contact Neptune Play Customer Support

Method	Availability	Typical Response Time	Details
Live Chat	24/7	Instant	Scroll to the bottom of the home page and click “Chat with us” on the left side of the screen
Email	N/A	N/A	N/A
Contact Form	24/7		Scroll to the bottom of the home page and click “Contact Us” on the left side of the screen. Fill in the form and click “Submit”
Phone	N/A	N/A	N/A
FAQ/Help Page	24/7	N/A	Scroll to the bottom of the home page and click “FAQs” on the right side of the screen

Neptune Play Complaint Procedure (UK)

1
Try to resolve issues first via Live Chat or the Contact Form.
2
When contacting customer support, provide detailed information, including account name, transaction IDs and screenshots.
provide detailed information
3
If the matter is not resolved, submit a formal complaint by the Contact Form with “Complaint” in the subject line.
If the matter is not resolved
4
Keep all correspondence and reference numbers.
5
If your complaint is unresolved within eight weeks, I would recommend contacting the Gambling Commission or Alternative Dispute Resolution (ADR) services such as IBAS.

Common Customer Issues & Recommended Actions

Issue Type	Description	Recommended Action
Payment Delays	You have not received payment after recently making a withdrawal.	Check the maximum withdrawal time for each payment method in the FAQs section. If the maximum time has passed, contact customer support via Live chat or the Contact Form
Bonus Disputes	You believe you should have been credited with a bonus which has not appeared in your account.	Check the bonus policies in either the Promotions section or FAQs section. If you need to look into it further, contact customer support via Live Chat or the Contact Form
Technical Problems	The site is not working for you on mobile	Log in on your desktop and contact customer support via Live chat or the Contact Form
Account Verification	Your account verification information has been rejected	Check if you need to do anything differently, such as submitting different documents or making sure your photo is included in a document. If you still have an issue, contact customer support via Live Chat or the Contact Form
Bet Settlement	You believe you should have won a bet which is showing in your account as a loss	Check the relevant terms and conditions. If you still believe the bet should have won, contact customer support via Live Chat or the Contact Form

FAQs

How do I contact Neptune Play customer support from the UK?

You can contact Neptune Play from the UK either via the Live Chat or Contact Form. These are both available from the bottom left side of the screen on the home page.

What are Neptune Play’s support hours?

Support is available 24/7.

How can I file a formal complaint with Neptune Play?

A complaint can be filed via the Contact Form.

Who do I contact if my complaint is not resolved?

If your complaint is unresolved within eight weeks, contact the Gambling Commission or Alternative Dispute Resolution (ADR) services such as IBAS.

Does Neptune Play have telephone support?

No. You can message customer support agents via the Live Chat or the Contact Form.

David Cook Betting Writer

David Cook is a Freelance Writer who works across a range of media-related roles in the gaming industry; a space David has worked in since 2014. David is a former editor of a B2B gaming publication. He is an NCTJ-qualified journalist and also holds a degree in sports journalism.