Contact Our Support Team
Our care team works around the clock, every day of the year. Below you will find every way to reach us, what we can sort out for you, and the details that help us resolve your request on the first reply.
How to Reach Betrolla Casino
Live chat
Open the chat window in the bottom-right corner of any page on betrolla.uk.com, whether you are on desktop or mobile browser. Our agents are online 24/7, including weekends and bank holidays. Typical first response is under 2 minutes, and most account or payment questions are resolved within the same conversation.
Write to [email protected] for anything that needs detail or attachments. We reply to every message within 24 hours; complex withdrawal or verification cases can take up to 48 hours while we check documents with our payments team. Include your username and, where relevant, the transaction ID so we can match your account instantly.
Response times at a glance
We run both channels in English, with agent support also available in Español, Français and Deutsch.
| Channel | Availability | First response |
|---|---|---|
| Live chat (bottom-right of every page) | 24/7 | Under 2 minutes |
| Email [email protected] | 24/7, replies around the clock | Within 24 hours, up to 48 for verification cases |
What We Can Help You With
No question is too small for our team. If it affects your play, your money or your account, it belongs with us.
- Account access: password resets, login issues, changing your registered email or phone number.
- KYC and verification: uploading your ID, proof of address or payment method, and checking the status of a check that can take up to 48 hours.
- Deposits and withdrawals: missing funds, the £20 minimum, daily limits of £5,000, weekly limits of £20,000, monthly limits of £50,000, and payout times of up to 24 hours for e-wallets and crypto or 1–3 business days for cards and bank transfer.
- Bonuses and promotions: wagering on the 40x welcome requirement, the BETROLLA promo code, weekly cashback up to 15%, Monday reloads and Friday free spins.
- Technical problems: a game not loading, a frozen round, or an error on mobile browsers.
- Responsible gambling: setting deposit or loss limits, session reminders, reality checks, and self-exclusion via GAMSTOP.
Check These Before You Write
Three quick checks solve most issues faster than a support ticket. Two minutes here often saves a round trip with our team.
- Open our FAQ page from the site footer. Answers on bonuses, payment methods and verification are already written out there.
- Log into your profile and check your KYC status. If verification is still in progress, it can take up to 48 hours from upload, and pending documents are the most common cause of delayed withdrawals.
- Open your transaction history and note the exact amount, time and method of any deposit or withdrawal in question. Quote these in your message and we can trace the payment on first contact.
Who Stands Behind Betrolla Casino
Betrolla Casino is operated by Rolla Entertainment S.R.L., registered in San José, Costa Rica, under licence 8048/JAZ2025-042 issued by the Curaçao licensing authority. For formal correspondence, send your letter to our registered office in San José, Costa Rica, or email [email protected] with "Formal correspondence" in the subject line and we will route it to the right department. We launched in 2025 with a team that now keeps support, payments and verification staffed 24 hours a day.
Press and Partnership Enquiries
For press, affiliate and business enquiries, email [email protected] with the word "Partnership" or "Press" in the subject line. Your message reaches our partnerships desk rather than the general care queue, and we respond within 2 business days. Include your name, company, website or publication, and a short note on the type of collaboration you have in mind.
Frequently Asked Questions
Is live chat available at night and on weekends?
Yes. Our live chat runs 24/7, 365 days a year, including weekends and UK bank holidays, with a typical first response under 2 minutes.
Which email address should I use?
Send all player questions to [email protected]. We answer within 24 hours, and you can add "Partnership" or "Press" to the subject line for business enquiries.
Why is my withdrawal taking longer than expected?
Verification checks take up to 48 hours, and payouts need up to 24 hours for e-wallets and crypto or 1–3 business days for cards and bank transfer. If you exceed those windows, email us your transaction ID and we will trace it.
Can support help me set deposit limits?
Yes. Message us on live chat and we will help you set deposit limits, loss limits, session reminders or self-exclusion via GAMSTOP, and point you to GamCare and BeGambleAware.
Do you offer support in other languages?
Yes. Live chat and email support are available in English, Español, Français and Deutsch.