Contact National Lottery Casino Support
National Lottery Casino is committed to clear, reliable customer support. If you need help with your account, verification, payments, technical issues, responsible gambling tools, or to make a complaint, use the options below to reach us in the way that suits you best.
Quick links to the right channel
How to choose the best contact method
Live Webchat
If you are signed in and need immediate assistance, Live Webchat (button in account top‑right) is the recommended starting point. Webchat is available during standard support hours and is ideal for troubleshooting, status checks, verification guidance, payment queries, and technical issues that can be resolved interactively.
Typical webchat response times (averages from our busiest and quieter periods) are:
Email support
Use support email for non‑urgent matters, to send verification documents, or when you need a written log of correspondence. Email is monitored 24/7; during 09:00–21:00 responses are typically provided within 4 hours, otherwise you can expect a reply by the next business day.
Phone support
Call 0333 241 7777 when you prefer to speak to an adviser. Phone queues vary; on average calls are answered within about 6 minutes. Phone support is useful for complex queries that benefit from a two‑way conversation.
Complaints and escalation
If you need to register a formal complaint or request escalation, contact the dedicated complaints channels:
Complaints submitted by these routes will be handled through our complaints process. If you need to raise a matter that requires formal review, use these channels so it is routed correctly and tracked.
Welsh and accessibility support
Primary support language is English. Welsh language assistance is available via the dedicated Welsh support line (0333 241 7778) Monday–Friday 08:00–18:00. Relay UK is signposted for deaf or hard‑of‑hearing users; contact our team by webchat or email and we will advise on the best accessible route.
Support hours and expectations
Customer support hours:
Webchat is available during all support hours listed above. Email is monitored 24/7; see response guidance in the Email support section. Phone lines operate within the support hours.
When you contact us, please have your account details ready (registered email, date of birth and the last four digits of your registered debit card, where applicable) to help us identify your account quickly and assist you faster.
Common support topics and how we handle them
Account verification and KYC
If we request ID or you have questions about verification, contact us by webchat or email support. Verification assessments (age, identity, and eligibility) are handled by our account team; we can confirm what documents are required and how to submit them. For prize claims or payout confirmation you may be asked to provide additional documentation — our advisers will explain the process and next steps.
Account security and suspected fraud
If you suspect unauthorised activity, unusual transactions, or possible fraud on your account, contact us immediately via Live Webchat or by phone on 0333 241 7777. We take security seriously; our team can place temporary holds, advise on account protection, and escalate to Security for further investigation.
Technical support (app and site)
If you experience problems with the National Lottery Casino app or website, start with Live Webchat for a guided check. Our native apps are supported on iOS (requires iOS 12.0+) and Android (requires Android 8.0+). If your issue cannot be resolved in chat, email with device details, app version, a description of the problem, and screenshots where possible.
Payments and withdrawals
For deposit or withdrawal queries, including monitoring progress or confirming payout methods, contact Live Webchat or phone. If you need to provide documents for payment confirmation or prize claims (for example, prizes over £500–£30,000), our advisers will explain the steps
