Customer support

How to reach us

Unlike the White Rabbit, we are never late. Whatever your question, there is always someone on our team ready to help, day or night. Choose the channel that suits you best.

Live chat – 24/7

The quickest way to reach us is live chat. Tap the chat button in the corner of any page, type your question and a member of our team will reply – the average first reply comes in under 2 minutes. Live chat is open 24 hours a day, 7 days a week, including bank holidays.

If you are logged in, our agents can see your account details straight away, which makes it faster to sort out anything to do with payments, bonuses or verification.

Email – support@alicewin.uk

For questions that are not urgent, or when you need to send documents or screenshots, email us at support@alicewin.uk. We reply within 12 hours. Please write from the email address linked to your account so we can find you quickly.

Help centre

Our help centre holds answers to the most common questions, from setting a deposit limit to understanding wagering. It is the fastest route if you prefer to find the answer yourself.

Support channels at a glance

We do not currently offer phone support. Live chat gives you the same direct contact with a real person, usually faster than a phone queue.

Account and verification

Opening an account

Registration takes about 2 minutes and has 3 steps:

1. Enter your email address and choose a password
2. Add your personal details – name, date of birth and UK address
3. Verify your details and set a deposit limit

Open your account

Verifying your identity

We check your identity and age at sign-up, before you can play. In most cases this happens automatically. If we cannot verify you electronically, we will ask you to upload a document such as a passport or driving licence.

Before your first withdrawal, we may also ask for:

• Proof of address – a recent utility bill or bank statement (within the last 3 months)
• Source of funds – for example a payslip or bank statement

To upload documents, go to your account area, open the verification section and follow the prompts. Make sure all four corners of the document are visible and the text is readable.

Forgotten password

Select “Forgot password” on the login screen, enter your email address and follow the link we send you. If the email does not arrive within a few minutes, check your spam folder or contact live chat.

Deposits

All deposits are made in pounds sterling and are credited instantly. We never charge fees.

If a deposit has not arrived

1. Check that the payment was approved by your bank or e-wallet
2. Make sure the amount is within the method’s limits and your own deposit limit
3. Refresh your balance or log out and back in
4. If it is still missing, contact live chat with the time, amount and method

Withdrawals

Withdrawals have an internal pending time of up to 24 hours. After that, timing depends on your method:

• Skrill / Neteller – up to 24 hours, £10–£5,000
• Revolut / Rapid Transfer – same day to 24 hours, £10–£10,000
• Visa Debit / Mastercard Debit – 1–3 working days, £10–£5,000
• Bank transfer – 1–3 working days, £20–£20,000

The monthly withdrawal cap is £30,000. Where possible, we pay withdrawals back to the method you used to deposit.

If a withdrawal is delayed

• Check whether we have asked for verification documents – this is the most common reason for a delay
• Make sure any active bonus has been completed or forfeited
• Allow for weekends and bank holidays on card and bank transfers
• Contact live chat if your withdrawal has been pending for more than 24 hours

Bonuses

Our welcome offer is 100% up to £500 + 100 Free Spins on your first deposit. The key terms:

• Minimum deposit £20 to qualify
• Wagering 10x the bonus, within 30 days
• 100 Free Spins on Big Bass Splash at 10p each, credited 20 a day for 5 days
• Free-spin winnings carry 10x wagering
• Maximum stake while wagering: £5 per spin
• Slots contribute 100%; live casino and table games contribute 10%
• New UK players 18+ only, one per household

Common bonus questions

My bonus did not appear. Check that your deposit was at least £20 and that you selected the welcome offer when depositing. If it is still missing, contact live chat before you start playing.

How do I track my wagering? Open the bonus section of your account to see your progress in real time.

Can I cancel a bonus? Yes. You can forfeit an active bonus from your account; any bonus funds and related winnings will be removed.

See all current offers on our promotions page and the full rules on our terms and conditions page.

Technical problems

If a game freezes or the site is not loading properly, try these steps first:

1. Refresh the page or restart the game
2. Clear your browser cache and cookies
3. Update your browser – we support current versions of Safari, Chrome, Edge and Firefox
4. Switch between Wi-Fi and mobile data to rule out a connection issue

If a game disconnects mid-round, the result is recorded on the studio’s server and appears in your game history. If anything looks wrong, contact live chat with the game name and the time it happened.

There is no native app – our casino runs in your mobile browser, and you can add it to your home screen from the browser menu.

Safer gambling and self-exclusion

Gambling should be fun, not a way to make money. If it stops feeling that way, we are here to help – no judgement.

Tools in your account

• Deposit limits – daily, weekly or monthly
• Loss limits – cap your losses over a set period
• Session reminders and reality checks – see how long you have been playing
• Time-outs – a break from 24 hours to 6 weeks
• Self-exclusion – 6 months to 5 years

How to self-exclude

1. Log in and open the safer gambling section of your account
2. Choose self-exclusion and select a period between 6 months and 5 years
3. Confirm – your account is closed straight away and marketing stops

You can also ask live chat to do this for you. Self-exclusion cannot be reversed before the period ends. We also take part in GAMSTOP, which lets you exclude yourself from all UK online gambling sites at once.

Independent help: through the looking-glass

If you would like to talk to someone outside our casino, these organisations offer free, confidential support:

• GamCare – advice, counselling and the National Gambling Helpline on 0808 8020 133, open 24/7
• GAMSTOP – free self-exclusion from UK online gambling sites
• BeGambleAware – information, tools and support for anyone affected by gambling

Want to know more about us? Visit our about page or read our casino review.