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If you need help with your account, verification, draws, technical issues or responsible-gambling options, Postcode Lottery Casino provides several ways to get assistance. Choose the channel that best matches the nature and urgency of your issue — quick operational questions are easiest to resolve via live chat, account and verification queries by email, and formal matters by postal correspondence. Below you’ll find practical guidance on which contact method to use, what to expect, and how we work to resolve matters efficiently and securely.

Best channel for your issue

  • Immediate account access problems, simple queries about tickets or draws, and quick technical checks: Live chat.
  • Verification, deposit-limit changes, compliance queries, or formal requests: Email .
  • General account support, prize enquiries, or help with subscriptions: Email .
  • Urgent account-security or suspected-fraud situations: Phone our support line.
  • Formal complaints or postal correspondence: Send to our customer-services postal address.

Live chat

Live chat is available on the website and in the mobile app during the published support window. Use live chat for:

  • Fast answers about tickets, draws and account status.
  • Short technical troubleshooting.
  • Guidance on where to upload verification documents and what documents are accepted.

Hours: live chat operates 8:00 AM–10:00 PM daily. Typical in-session response time is around 90 seconds during staffed hours. If your issue cannot be resolved in chat, the agent will advise appropriate next steps.

Phone support

For urgent account or security matters where speaking to an agent is preferable, call our Freephone support line.

Phone number: 0808 109 8765

Availability and scope:

  • 24/7 access for urgent account issues.
  • Standard phone support hours: 8:00 AM–10:00 PM Monday–Friday and 9:00 AM–6:00 PM at weekends for routine enquiries.Average wait times and handling: callers typically wait 2–3 minutes. If your call requires specialist follow-up, you may be transferred or given a direct contact for later action.

Email support

Use email when you need to attach documents, provide detailed information, or request changes that require written records.

Support email for general enquiries and account help:

Compliance, deposit-limit increases and formal documented requests:

Response expectations:

  • Typical first response for support@ is around 4 hours on weekdays and up to 24 hours at weekends.
  • For compliance requests, allow the stated processing times described in the relevant terms.

Postal correspondence

For formal submissions or postal complaints, send mail to our customer services office:

Postcode Lottery Casino Customer Services28 Charlotte SquareEdinburghEH2 4ETUnited Kingdom

Postal inquiries are handled according to our administrative processes; allow up to 10 business days for a written response.

Self-service tools and in-app resources

Before contacting support, you may find immediate answers using the self-service features built into the website and mobile app:

  • Account Settings: manage subscription, set deposit and loss limits, and configure time-outs or self-exclusion.
  • Prize Checker and Draw History: verify tickets and recent results via the prize-checker tool in the app or site.
  • Responsible Gambling page: guidance, self-assessment tools and links to external support services.
  • Ticket management and subscription controls: add, remove or pause tickets in the dashboard.

These tools are accessible on both desktop and mobile and are the quickest route for routine account actions.

Verification and account-help support

KYC and identity verification are mandatory. If you need help with verification:

  • Accepted documents: valid photo ID and proof of address dated within 90 days.
  • Verification is typically completed within the published internal windows; account activation follows after successful verification.
  • For document uploads or questions about sufficiency, use live chat or so agents can advise on next steps.

If you experience delays with verification, provide the requested documentation via the channels recommended in-app and reference any case number provided by support.

Technical support & mobile accessibility

Postcode Lottery Casino supports both web and mobile platforms. For technical assistance:

  • Report app issues using live chat or raise a ticket via when attachments or logs are required.
  • Include the app version, device type, operating system version and a brief description of the problem when emailing.
  • The official mobile app is available on iOS and Android and supports biometric login, push notifications and offline draw-history access — agents can advise whether a behaviour you see is expected or requires remedial action.

If your device blocks uploads or you experience intermittent connectivity, try the mobile site or switch device/browser as advised by support staff.

Account security and recovery

If you suspect your account has been compromised or notice unauthorised activity:

  • Call 0808 109 8765 for urgent assistance so support can take immediate protective steps.
  • Follow up with an email to including relevant details.
  • Agents will explain temporary account suspension options and verification steps needed to restore access.

Security features are in place; support can advise on disabling or re-enabling device-level authentication during recovery.

Responsible gambling assistance

We provide tools and routes to limit play and get support:

  • Deposit limits, loss limits, time-outs and self-exclusion options are available through your account settings and take effect as described in the responsible-gambling options.
  • GAMSTOP integration is supported; registering with GAMSTOP will block access as required.
  • External support organisations linked on our Responsible Gambling page include:
    • GamCare — 0808 8020 133
    • Gamblers Anonymous
    • National Problem Gambling Clinic
    • Samaritans — 116 123
    • CALM — 0800 585 858
    • Betting Standards Board

If you are uncertain which option is right for you, contact support via live chat or email to discuss time-outs, limits or self-exclusion. Support staff can also signpost clinical and peer-support services.

Complaints, disputes and escalation

If you need to make a formal complaint:

  1. Contact with full details of the issue and any supporting evidence.
  2. If you prefer a written submission, post your complaint to the postal address above.
  3. If the matter requires compliance review, direct it to .

If you remain dissatisfied after exhausting internal complaint procedures, independent escalation options include referral to the Betting Standards Board as an external escalation route. For large-prize or regulatory matters, specialist liaison is used as required by relevant legislation and oversight arrangements.

Multilingual support and accessibility

Primary support language is English. Additional language assistance:

  • Over-the-phone interpreter services can be requested during calls where available; agents will arrange interpreted assistance where applicable.
  • Written translations of official terms and Welsh language versions of account statements and legal notices are available on request from compliance.

The website and mobile app interface is English; Welsh translations of key documents are available on request in compliance with regulatory requirements.

What to include when you contact us

To help us help you faster, please include:

  • Your full name and registered email address.
  • Your account postcode or partial account reference where applicable.
  • A clear description of the issue and any relevant screenshots or document attachments.
  • Preferred contact method and availability.

Practical guidance and what to expect

  • Choose live chat for fast, practical answers during 8:00 AM–10:00 PM daily.
  • Call 0808 109 8765 for urgent security matters outside normal support queues.
  • Email for detailed queries or to attach documents; expect weekday replies typically within a few hours and weekend replies within a day.
  • For compliance or formal document requests, use .
  • Postal responses may take up to 10 business days; complex compliance matters follow the longer statutory review periods described in our terms.

If your issue concerns a large prize, special handling and additional verification steps apply; a dedicated liaison will contact winners as required by regulatory processes.

Summary of contact details

  • Phone: 0808 109 8765
  • General support email:
  • Compliance and official requests:
  • Postal address:Postcode Lottery Casino Customer Services28 Charlotte SquareEdinburghEH2 4ETUnited Kingdom

We aim to be helpful, clear and respectful in every interaction. If you’re unsure which channel to use, start with live chat during staffed hours — an agent will guide you to the right place.

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