Contact Us

This page explains how to reach the Royale Lounge Casino support team and what to include in your message. It also sets out how we handle complaints.

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How to reach us

Live chat is open 24/7. Open the chat window from any page on the site, tell us what you need, and an agent will take it from there.

You can also write to us at support@casino-royalelounge.co.uk. Please send your message from the e-mail address registered to your account with us, so we can match it to your details straight away.

What to have ready when you write

These details usually let us answer on the first reply:

Your username as it appears in your account.
The game, bonus or transaction your message is about.
The date and time it happened, and your time zone.
Any error message on screen, word for word or as a screenshot.

Keep your password private

Never send your password by e-mail or in chat. Our agents will never ask you for it.

Questions we help with most

Account and verification - signing in, updating your details, and the documents we need to verify your identity and age.
Deposits and withdrawals - payment methods, pending balances, and the limits shown in the cashier.
Bonuses - how an offer works, wagering progress, and why a promotion may not have applied.
Technical issues - a game that will not load, an interrupted round, or problems on a mobile device.

Safer gambling

Our games are for players aged 18 and over. Ask us about deposit limits, a time-out or self-exclusion at any time. Free, confidential help is also available from GambleAware, GamCare, GamStop and the National Gambling Helpline.

Complaints

If you want a matter handled formally, e-mail support@casino-royalelounge.co.uk with Complaint in the subject line. Tell us your username, what happened and the outcome you are seeking.

We acknowledge every complaint in writing and reply once it has been looked into against our records. If our answer does not settle it, we will explain the next steps open to you.