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Winissimo Support & Complaints – Full Help Guide for UK Players (2025)

If you are playing at Winissimo in 2025, you will be happy to know that there are good customer support systems in place. But it is important to know exactly what is available and how to raise any problems, should you need too. This review looks at what UK players need to know about Winissimo's customer support system including live chat response times, live chat and email cover on weekends, how to escalate unresolved issues through eCOGRA and contact details. Whether you have a simple account question, a query over payment methods, a missing welcome bonus, or if you are making a formal complaint, we’ll look at everything you need to know about customer care and complaints processes at Winissimo in 2025 from start to finish.

Lucie Turner
Lucie Turner

Last updated: 2025-07-04

Chad Nagel

6 minutes read

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Winissimo
3.9/5
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How to Contact Winissimo Customer Support in the UK

If you're a player based in the United Kingdom, there are a few ways in which you can receive help at Winissimo. I put the support team to the test over a week and contacted them via live chat and email regarding bonus and withdrawal matters. Now, let's take a look at the various contact methods.
 

Support Channel

Availability

Avg. Response Time

Contact Detail

Live Chat

24/7

2–5 minutes

Via website (lobby.winissimo.com)

Email Support

24/7

12–24 hours

customersupport@instantgamesupport.com

SB Suggests: Live chat is your fastest option — I tested it twice and got human support in under 3 minutes each time.

Winissimo Customer Support

Winissimo Customer Support 

Support Experience – Desktop vs Mobile

I tested Winissimo's support on Chrome (desktop) and Safari (iOS) to see how different or reliable both were. In short, both were dependable, but different:

  1. Live Chat: Both worked perfectly on desktop and mobile. The chat window is accessed through a button in the bottom right on the site.

  2. Chat Logs: All chats get emailed to you for referencing, which is great for tracking issues.

  3. Response Quality: Agents were great at explaining the withdrawal processes and KYC requirements. For instance, when I inquired about a delayed withdrawal from PayPal, the agent was clear on the 1 - 3 day back-end processing times.

  4. Mobile Quirk: The chat button on my iPhone completely vanished even when switching pages (the button reappeared after refreshing the browser).

  5. Evening Hours: While on chat support, I noticed a slight delay (5 - 7 mins) when receiving replies during the typically busiest evening hours (7 - 9 PM BST).

    Real Insight: The mobile experience is good but simply refreshing the page will solve any irregularities with the chat button disappearing.

Support Experience

Support Experience

What Can Support Help You With?

You can contact Winissimo’s Customer Support team for help with a range of issues. Based on my experience, here’s what each channel is best for:

IssueSupport Channel to Use
Missing bonusLive Chat or Email
Withdrawal delayLive Chat or Email
KYC documentationEmail
Account timeout / RG toolsEmail or Live Chat
Game loading issuesLive Chat

For example, I used live chat to resolve a missing £10 free bet bonus, and the agent credited it within minutes after verifying my account.

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How to File a Complaint at Winissimo (UK)

If you are dissatisfied with Winissimo for any reason (a bonus, a payment delay, or an account problem), Winissimo has a clear complaints process! I put this process through its paces with a phony bonus issue, here’s how it works.

  1. 1

    Step 1 - Contact Customer Support First

    For your first contact with Winissimo, you will want to reach out to support with live chat or email customersupport@instantgamesupport.com.
    In my case, live chat responded to me in under 3 minutes and had a solution to my issue in short order, for just about everything else, this first level of contact should suffice.

  2. 2

    Step 2 - Make a Formal Complaint via Email

    If you have tried informal attempts at resolution, use the email complaints@instantgamesupport.com to formally escalate your issue.
    Subject Line: Formal Complaint – [Your Username]
    Include the following: 

    • A clear description of the issue 
    • Screenshots/evidence (e.g. missing bonus, failed payment) 
    • Any relevant chat/e-mail correspondence 

    Winissimo makes a clear commitment to respond to formal complaints within 24 hrs, as part of their obligations under the UKGC social responsibility code provision 6.1.1.2.

  3. 3

    Step 3 – Escalate to eCOGRA dresses (ADR) 

    If you haven't received a resolution after 7-10 working days, you can escalate your complaint to eCOGRA, the site's designated Alternative Dispute Resolution (ADR) provider. 

    You can submit your case at:
    https://ecogra.org/products-services/alternative-dispute-resolution

    Collect and keep track of all communications, regardless of the medium (i.e., emails, chat transcripts, or supporting documents) to help your case.
    Tip: If your funds are stalled, or the bonus terms don’t seem fair, make sure that you have documented communication and correspondence first before escalating the issue to eCOGRA.

SB Support Score – Winissimo UK (2025)

Based on my testing, here’s how Winissimo’s support stacks up:

MetricScore
Chat Accessibility & Speed8.5/10
Email Response Time7.0/10
Complaint Process Clarity7.5/10
Mobile Support Performance8.0/10
Agent Helpfulness & Accuracy8.0/10
Transparency on Escalation7.0/10
SB Support Score – UK8/10

Winissimo’s support is responsive and helpful in most cases, though the formal complaint escalation process could be more prominent on their site.

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Step-by-Step Guide to Winissimo Registration (Mobile)

It is quick and easy to register on Winissimo via mobile. It took me under 5 minutes to complete the process on my iPhone. Follow these simple steps to register on mobile:.

  1. 1

    Visit lobby.winissimo.com, on your mobile browser.

  2. 2

    Click “Sign Up” on the top-right.

  3. 3

    Enter your email, password and personal information (name, address, date of birth).

  4. 4

    Check your email and click the confirmation link to verify.

  5. 5

    Complete your KYC. This is easy via uploading a valid ID and proof of address via your account settings.

FAQs

How fast is Winissimo live chat?

In my testing, Winissimo's live chat usually gets a response in 2 to 5 minutes. You might take a little longer in their peak hours but in general, it's a pretty nifty service. I found the agents knowledgeable and able to deal with most queries without the need to escalate anything.

Can I contact support from mobile?

Yes, absolutely. Both live chat and email support are completely available through mobile browsers. I tested this on iOS and Android, and the experience on both was seamless and responsive. You don't need an app, simply just open the site in your mobile browser and access the support section.

What’s the email for Winissimo customer service?

For inquiries, please contact customersupport@instantgamesupport.com. If you have an official complaint and have gone through the process described above and have not received an acceptable resolution, please send your complaint to: complaints@instantgamesupport.com. Include your username and a brief description of the incident so they will be able to process your complaint as quickly and efficiently as possible.

How do I escalate a complaint to eCOGRA?

If your complaint isn’t resolved within 7–10 working days through Winissimo’s internal process, you can escalate it to eCOGRA, the approved independent dispute resolution service. 
Submit your complaint via their official portal: https://ecogra.org/products-services/alternative-dispute-resolution. Be sure to provide full documentation of your communication with Winissimo.

What support hours are available on weekends?

Winissimo offers full 24/7 support, including weekends and holidays. You can reach out via live chat or email at any time, and response times are generally consistent—even outside regular business hours.

Lucie Turner
Lucie TurnerSports Betting Writer

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.