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Pub Casino UK – Customer Support and Complaint Handling Guide (2025)
I've contacted Pub Casino's support myself and this guide is designed to help you get the help you need quickly and efficiently when in the UK. If you are facing a login problem, missing a welcome bonus or have a question about payment methods available, knowing how to contact their team will save you time and effort. The table below summarises the live chat and email options, and I will go through the best routes to get quick help and what response times to expect.
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What Support Channels Does Pub Casino Offer in the UK?
I found that the Pub Casino live chat is good for getting quick answers to simple questions like helping with a bonus. Email, support@pubcasino.co.uk. is best for deeper questions like issues with KYC because there is a paper trail. The Help Centre is okay for self-service, but it falls short for some more complicated issues. Although not 24/7 - phone support is good if that is your preferred method of contact.
When you need help from Pub Casino, you have excellent options available. I have contacted all the different methods with the aim of helping UK users find which one works best for them. Here is the summary:
Support Channels
| Channel | Average Response Time | Support Hours |
| Live Chat | 2–5 mins | 24/7 |
| 6–24 hrs | 7am - Midnight support@pubcasino.co.uk | |
| Help Centre / FAQ | Instant (self-service) | 24/7 |
| Phone Support | 5–10 mins | 7am - Midnight 01223 931493 |
SB Suggests: Always start with live chat for fast resolution. Save email for detailed queries or if you need a written record.
Support Channels
What Types of Issues Can Pub Casino Help You With?
My experience with Pub Casinos UK customer support team has been extremely positive. They appear to be able to resolve a number of customer issues including:
Missing deposits or slow withdrawals: They will check the transactions and can explain any delays or errors with your bank.
Bonus activation or wager clarification: They should provide answers about any of the bonus terms, or glitches with activating a bonus.
KYC documents upload or verification issues: They will assist you in implementing any changes to correct a failed verification
Issues with a game or technical problems with access: They are able to resolve issues with access, and if a game has crashed, they should be able to help resolve that issue.
Questions about responsible gambling limit functions: You should be able to get assistance with setting limits for deposits, or session limits.
Tested: Recently, I had a bonus issue in which my bonus was delayed and I utilized the live chat function. The agent resolved my problem in less than 4 minutes, explained the rest of the wagering requirements, and then followed with an email for my reference. That’s a level of service that develops trust.
How to Raise a Formal Complaint with Pub Casino
In the unfortunate event that something goes wrong and you are dissatisfied, Pub Casino has a clearly defined complaints procedure all UK gambling sites and businesses have to follow. Here is how to proceed, based upon testers own tests and own policy:
Use either live chat or email (to complaints@pubcasino.co.uk) to inform them of your problem and provide as much description and detail as possible as to what happened and it is you who must provide the full proof or details of your case and timeline.
Ask for a reference or ticket number so that your case can be tracked, and so that Pub Casino can refer to prior correspondence and evidence.
If you do not have a final response in 8 weeks, or if the final answer is not satisfactory to you, you will need to make your complaint to an Alternative Dispute Resolution (ADR) service, for example, eCOGRA, that is mentioned on the licensing page.
Keep good notes and evidence. This includes chat related logs and references, as well as emails, screenshots of game history, transaction IDs, timestamp of all correspondence and the relevant incidents, especially incident date.
Important: If the final response from eCOGRA has not satisfied you and the dispute is above £10,000, you may be able to have your case resolved through the court under English law.
SB Suggests: As our complaints and reviews are mostly about money, we always take a screenshot of the game history with the transaction ID and a timestamp. It is the best evidence.
Is Support Accessible from the Mobile App or Browser?
The good news is that Pub Casino's mobile app support is reliable, via both the browser or their app. Here's what I experienced:
- Full live chat support is available on mobile and has no lag.
- I was able to complete the email submission form with no trouble on mobile browsers.
- There is no standalone support button in the app, but mobile trouble-shooting on the browser is straightforward and intuitive.
As an added note, in-app browsing opens the support section as a clean overlay.
My Take: I utilised live chat on iOS Safari and Android Chrome. The page loads fast, and in my experience, the agent connected me in under three minutes. Below is a screenshot of the mobile live chat interface:
Mobile App or Browser
How to access live chat on mobile:
- Open Pub Casino on your mobile browser or app.
- Tap the menu (top-right corner).
- Select “Support” or “Live Chat.”
- Enter your query in the pop-up window.
The mobile experience is seamless, making Pub Casino help accessible on the go.
SB Score – Pub Casino Customer Support Evaluation (UK)
After putting Pub Casino’s support through its paces, here’s how it stacks up:
| Metric | Score |
| Live Chat Responsiveness | 9/10 |
| Support Clarity and Helpfulness | 8/10 |
| Availability in UK Hours | 8/10 |
| Complaint Escalation Process Clarity | 7/10 |
| Language Accessibility | 8/10 |
| Mobile Support Access | 9/10 |
| SB Score - Overall Support: | 8/10 |
My Take: Pub Casino may not have 24/7 telephone support, but it is one of the best online casinos and sports betting sites I have come across, and their customer service, live chat in particular, doesn’t disappoint. The response times to support were great; especially live chat which usually resolved my issue within mere minutes. An email response took a few hours. The complaint process is outlined, but there could have been clearer direction on the escalation, which you had to search for on the site. All of the support is in English, which suits many UK based users. The mobile experience is great as it makes it easy to get support anywhere.
FAQs
Live chat is the quickest, with responses in 2–5 minutes. Use Pub Casino contact via the website or app.
Email complaints@pubcasino.co.uk with details. If unresolved after 8 weeks, escalate to eCOGRA
Both! Live chat and email work seamlessly on the mobile app and browser.
You’ll get a real person on live chat and phone, though a chatbot may handle basic queries first.
Lucie is a content specialist with extensive expertise in the iGaming and Sports betting industries. With a strong background in PR and Marketing Communications, she excels at crafting engaging casino and slot reviews that resonate with players.
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