Exclusively in English. Agents are UK-based staff — no agents in Asian time zones, no automated translation bots. If you need support in another language (French, German, Spanish), you can request it specifically in chat and be routed to a bilingual agent (with a 5-10 minute extra wait).

Yes. Chat operates 24 hours a day, 365 days a year, including bank holidays, weekends and Christmas. General support email also runs at weekends, though with longer response times (up to 24 hours on Saturday/Sunday). The freephone line is Monday-Friday only, 09:00-21:00 GMT.

General support email is answered within the same business day — typically 2-4 hours if you emailed between 09:00 and 18:00. KYC emails are processed within 24 business hours from document receipt. Formal complaints get a first response within 48 hours and resolution within 15 business days.

After 15 business days without resolution, you can escalate to IBAS (Independent Betting Adjudication Service) — the ADR body used across the UK gambling industry. Visit ibas-uk.com and complete the Make a complaint form. IBAS assessments are binding on the operator.

Yes. Live chat is open to anonymous visitors who want to ask about the bonus, payment methods or territory coverage before creating an account. Support emails are also answered from any address, though account-specific queries require you to be registered and email from your verified address.

Yes, but only for VIP Gold and above. The number is not publicly advertised — it's shared by email as part of the VIP tier welcome. For everyone else, the site's live chat performs the same function at the same speed.

For account queries: registered email (so the agent locates your account fast) and the specific issue. If it's about a transaction, include the transaction ID (visible in Cashier > History). For game complaints, attach a screenshot of the result and the round ID (visible in the game history). The more specific info you provide, the faster the resolution.

Mr Punter is an online-only operator — there is no walk-in office in the UK. The registered corporate address is disclosed in the T&C page and to the regulator. All customer support is handled through digital channels and the freephone line. This is standard practice for online casinos.

No — all channels are free for players. Live chat costs nothing, email costs nothing, the 0808 freephone is free from any UK landline or mobile, and the IBAS complaints route is also free. Mr Punter never asks for money to "speed up" a complaint or "unlock" an account — if anyone asks you for that, it's phishing, close the conversation and report it from the official chat.

Yes. Live chat accepts images (JPG, PNG, GIF) up to 10 MB per file. It's the fastest way to show an error or specific screen to the agent. If the file is heavier or you need to attach multiple files (more than 3), use the support email which allows up to 25 MB per message.

Instagram, Facebook and X (Twitter) for updates and promotions, but not for player support. Direct messages on social media have slow response times (24-72h) and can't handle personal data due to AML regulations. For any account, balance, bonus or withdrawal query, use the chat, email or phone channels. Official accounts have the blue verification badge — beware of impersonators.