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Contact Us

This page explains how to contact Tropical Wins Casino, what details to put in your message, and how we handle complaints.

Games to try

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Midas Golden TouchMidas Golden Touch

How to reach us

There are two ways to contact us, and both reach the same support team:

Chat is the quicker option for account and payment questions. E-mail suits anything that needs a document or a screenshot attached.

What to have ready when you write

We can only check an account once we know which one it is. Please include:

  1. The username on your account with us.
  2. The game, bonus or transaction the message is about.
  3. The date and time it happened, with your time zone.
  4. Any on-screen error message, copied out or attached as a screenshot.

Keep your password private

We will never ask for your password in chat or by e-mail. If a message asks for it, do not reply and tell us instead.

Common questions we help with

Most messages fall into one of these areas:

  • Account and verification - signing in, updating your details, and the documents needed for identity and payment checks.
  • Deposits and withdrawals - the methods shown in the cashier, pending balances and the status of a payout.
  • Bonuses - how an offer works, the wagering still to go and the terms attached to it.
  • Technical issues - a game that will not load, or a round that did not finish as expected.

Our agents can also set a deposit limit, a time-out or self-exclusion on your account and point you to GambleAware, GamCare, GamStop or the National Gambling Helpline. Accounts are for players aged 18 or over.

Complaints

Write to support@casinotropicalwins.co.uk with Complaint in the subject line and the details listed above.

  1. We acknowledge your complaint in writing.
  2. We look into it, checking the account history and any game or payment records involved.
  3. We reply with our findings and, where something needs putting right, what we will do.

If our answer does not settle the matter, we will explain the dispute resolution route set out in our terms.