Contact - Twinqo

Welcome to the Twinqo Casino contact centre. We are dedicated to providing you with an exceptional gaming experience, and our commitment to player support is a cornerstone of that promise. Whether you have a question about your account, a query regarding a game, or feedback you wish to share, our professional support team is here to assist you. This page provides all the necessary information to get in touch with us through various channels. We strive to handle every enquiry efficiently and effectively, ensuring your time with us is smooth and enjoyable. Please review the options below to find the most suitable method for your needs. We value your patronage and look forward to hearing from you.

Our Customer Support Channels

To ensure we can address your queries as quickly as possible, we offer several methods of contact. For the fastest response, we highly recommend using our Live Chat service. Please have your username or account details ready when you contact us to expedite the process.

Live Chat

Our Live Chat service is the most efficient way to get immediate assistance. Connect directly with one of our trained support agents for real-time help with deposits, withdrawals, bonuses, technical issues, or any general questions. The Live Chat feature is accessible directly through our website during operating hours.

• Availability: Check the website for our support team's operating hours.
• Best for: Urgent queries, quick questions, and immediate troubleshooting.
• How to access: Click the chat icon located on our website.

Email Support

For non-urgent matters or if you need to provide detailed information and attachments, email is an excellent option. We have dedicated email addresses to ensure your query is directed to the correct department for a swift and accurate response. We aim to respond to all email enquiries within 24 hours.

• General Support: For all general account and gaming enquiries, please contact our primary support address.
• KYC & Documents: For questions regarding account verification or to submit your documents, please use our dedicated verification email.
• Affiliates: For all partnership enquiries, please direct your correspondence to our affiliates team.

When emailing, please include your full name and username in the subject line or body of the message to help us locate your account quickly. You can find the relevant email addresses in the support section of our website.

Operating Hours

Our customer support team is available to assist you during specified hours. While our Live Chat and email services have defined operating times, our website and gaming services at Twinqo Casino are available 24 hours a day, 7 days a week. Please refer to the support section on the main site for the most up-to-date information on our support hours.

Formal Correspondence & Registered Address

For official or legal correspondence, you may contact us by post at our registered office. Please note that for customer support issues, this is the slowest method of communication, and we strongly recommend using our digital channels for a faster resolution.

Registered Office Address:

Our complete registered address is available in the footer of our website and within our Terms and Conditions document.

This address should not be used for sending verification documents unless specifically requested by our support team.

Complaints and Dispute Resolution

At Twinqo Casino, we are committed to providing a fair and transparent gaming environment. If you are ever dissatisfied with any aspect of our service, we have a formal complaints procedure in place. We kindly ask that you follow these steps to ensure your issue is resolved properly.

1. Step 1: Contact Customer Support
   In the first instance, please contact our customer support team via Live Chat or email with the full details of your complaint. Our team is trained to resolve most issues at this initial stage. We will acknowledge your complaint and endeavour to provide a resolution promptly.
2. Step 2: Escalate the Complaint
   If you are not satisfied with the resolution provided by our support team, you can request to have your complaint escalated to a senior manager or our dedicated complaints team. They will conduct a full, impartial review of your case and provide a final response from the company.
3. Step 3: Alternative Dispute Resolution (ADR)
   Should you remain unsatisfied with the final outcome of our internal complaints process, you have the right to refer your dispute to our designated Alternative Dispute Resolution provider. The ADR service is an independent third party that will adjudicate the matter. Details of our ADR service are available in our Terms and Conditions and will be provided to you upon the conclusion of our internal process.

Responsible Gambling Support

We are dedicated to player protection and responsible gaming. If you have any concerns about your gambling habits or wish to use our responsible gambling tools such as deposit limits, session reminders, or self-exclusion, please do not hesitate to contact our support team. They are trained to provide guidance and assistance in a confidential and supportive manner. You can also find more information and direct links to support organisations on our dedicated Responsible Gambling page.