How to Contact Sankra Support

Sankra Casino UK Contact Channels

We keep contact simple: live chat and email cover day-to-day questions about accounts, payments and bonuses, while complaints and withdrawal queries follow a separate route and schedule set out below.

Whichever channel you use, electronic correspondence from us is deemed received within 5 business days.

Getting Help by Live Chat and Email

We offer two direct channels for players: live chat and a dedicated support email address. Live chat suits quick questions about your account or signing in and password recovery, while email is the better route for anything that needs a written record, such as a bonus query. Before placing any bets with a new deposit, we ask players to contact support first, otherwise a deposit bonus may not be credited retroactively.

Both channels also cover account verification. We usually review submitted documents within 10 days of a complete submission, though complex cases can take longer, and any documents we request must reach us within 30 days.

Raising a Complaint

If a query is not resolved through the first contact point, we ask players to put it in writing to our complaints email with "COMPLAINT" and the reason in the subject line, sent from the registered account email. Include your account username, full registered name, a detailed summary and the specific dates and times involved. Our Complaints Resolution Committee aims to confirm an outcome within 10 days, though complex cases can take longer.

Contacting Us About Payments and Your Account

Our finance department handles withdrawal processing from 06:00 to 17:00 GMT, Monday to Friday, so a request sent over the weekend waits until the department reopens on Monday. Up to three withdrawal requests can be pending on an account at the same time, and it is worth emailing us about any delay once that number is reached. Questions about a specific withdrawal or deposit are best sent by email with your account details so the team can trace the transaction quickly.

Players who want to stop playing can send a self-exclusion request by email, and the account is closed within 24 hours of that request. A temporary break can also be arranged by contacting support directly rather than through self-exclusion.

Electronic correspondence we send is deemed received within 5 business days, so we recommend checking email folders if a reply has not arrived. Refund requests follow the same written route and receive a response within 10 business days, provided the deposit or its bonus has not already been used to bet. Closing an account for good requires a zero balance and no pending withdrawals, otherwise contact support first so any remaining funds are not voided.