UK Gambling CommissionLicensed under No. 82830-4660-R-839895. Shelbywin Casino Ltd, Company No. 98391667.
Fast PayoutsAverage withdrawal time 27 minutes. £223M paid monthly, up to £99,000 per transaction.
Data Protection256-bit TLS encryption. Audited by QUINEL and Gaming Laboratories International.
An answer within minutes
Which way should I contact the team?
Nobody wants to repeat a story twice, so each route here lands with a person who can act.
Need an answer now?
Open live chat for anything urgent, such as a stuck withdrawal or a login problem; a person replies in around 5 minutes, day or night, any day of the year.
Call +44 20 9723 1708 (GMT) when you would rather talk it through, ideal for payment confusion or a card you cannot add; most calls settle in roughly 2 minutes.
Reach for these steps when a reply has arrived but has not settled the matter for you.
Send the full story
Write to the support team with the details of what went wrong, plus your account email and any reference you have. A first reply lands within 12 hours.
A reference you keep
Ask for a complaint reference in that same message. Staff log the case, confirm the reference back to you, and keep you posted until a decision is reached.
Ask for a senior review
Escalate to a senior team at Shelbywin Casino if the first outcome disappoints you. Ask for a final written decision, so you hold a clear record of the closed case.
After our final word
Take the matter to the UK Gambling Commission once our final decision has been issued. The regulator only steps in after you have given the casino that chance.
Straight to the right person
Send your message to the right desk the first time
A message sent to the wrong desk costs you hours, so pick the address that matches your question.
Removes the worry that nobody will pick up, or that answers cost you time and money.
trustDo I need to worry about contact hours at the weekend?+
Yes. Live chat and the phone line run 24 hours a day, seven days a week, so a 3am Saturday question reaches a person just as fast as a weekday lunchtime. Every time we quote here is Greenwich Mean Time, which is your clock in Manchester and London alike. Nothing closes at weekends.
trustDo I need to accept the first answer I get?+
Write to [email protected] and set out what happened, what you expected and any reference you were given. A second person then reviews the thread and replies with a decision. If that outcome still leaves you unsatisfied, you may take the matter to the UK Gambling Commission, which licenses us.
trustDo I need a special form to see my own data?+
Send your request to [email protected] from the email address registered on your account. We confirm receipt, gather what you asked for, and reply within the timescales set by United Kingdom data protection law. A deletion request runs against records we are not required to keep.
trustCan I speed the checks up by sending more files?+
You can expect checks to take about 37 hours once we hold all three documents: proof of identity, proof of address, and confirmation of your payment method. We let you know as soon as the review finishes. Nothing is deducted from your balance for the wait.
trustDo I need to bring a translator to the chat?+
Help arrives in English, German, Finnish and Norwegian, whichever channel you pick. If your question lands in a language outside that set, the team answers in English. Everything on this page, and every button on the site, is written in English.
trustWhat if it turns out this site is not licensed?+
What if a dispute stalls and nobody gives way? Then the trail matters. We operate under UK Gambling Commission licence 82830-4660-R-839895, granted to Shelbywin Casino Ltd, and the commission can take up a complaint you have already raised with us first.
Seven rows
When will someone answer me?
Round-the-clock cover is how Shelbywin Casino works, and the table shows how long each channel takes.
We use cookies to ensure the site works properly and to improve your experience. By continuing to use Shelbywin Casino, you agree to our cookie policy.