Support

Comprehensive Customer Support

The support team at BotSpins Casino understands that questions and issues can arise at any time. That’s why multiple contact channels are available to ensure you receive assistance quickly and efficiently. Whether you need help with deposits, game rules, or account verification, knowledgeable support agents are ready to assist.

Response times are prioritised based on urgency, with account security issues and payment concerns receiving immediate attention. The support team operates with professionalism and discretion, ensuring your privacy is protected during all interactions.

Live Chat Support

Live chat provides the fastest way to reach customer support, with average response times under two minutes during operating hours. The service runs from 8am to midnight Central European Time, seven days per week. Simply click the chat icon in the bottom right corner of any page to launch the interface.

Before connecting with an agent, the system asks for basic information about your query. This pre-qualification ensures you’re routed to the most appropriate specialist, reducing resolution time. Common queries like bonus activation or withdrawal status can often be resolved in minutes.

The chat interface maintains a record of your conversation history, allowing you to reference previous discussions if follow-up is needed. Support agents can access your account details (with proper security verification) to investigate issues more efficiently.

Email Support

For less urgent matters or complex queries requiring detailed explanation, email support offers a thorough alternative. Send your questions to support@botspinsbet.online and expect a response within 24 hours. Most emails receive replies considerably faster, with many answered within 4-6 hours.

When emailing support, include your username, registered email address, and a clear description of your issue. Attach relevant screenshots if applicable, as visual evidence significantly speeds up the investigation process. The support team will respond with detailed explanations and step-by-step solutions.

Email support is particularly useful for documenting important communications. You receive a written record of all correspondence, which can be referenced later if needed. This creates a clear audit trail for complex issues that require multiple interactions to resolve.

Account Verification Support

Account verification is a mandatory process to comply with regulatory requirements and prevent fraud. You’ll need to provide proof of identity (passport or driving licence), proof of address (utility bill or bank statement dated within three months), and proof of payment method (screenshot of e-wallet or photo of card).

The verification team typically processes documents within 24 hours of submission. If documents are rejected, you’ll receive clear feedback explaining what’s required. Common rejection reasons include expired documents, poor image quality, or documents that don’t match your registered account details.

Submit documents through the secure upload portal in your account settings. Never send sensitive information via email unless specifically requested by the support team. The verification process is handled by a dedicated team with strict confidentiality protocols.

Payment and Withdrawal Assistance

Questions about deposits and withdrawals represent the most common support queries. Deposits should credit your account instantly for most payment methods. If your deposit doesn’t appear within 10 minutes, contact support with your transaction reference number and payment method details.

Withdrawal processing times vary by payment method, as outlined in the payments section. The first withdrawal from your account requires completed verification, which can add 24-48 hours to the initial processing time. Subsequent withdrawals are considerably faster once your account is fully verified.

If your withdrawal is delayed beyond the stated timeframe, contact support for an update. Have your withdrawal reference number ready to expedite the investigation. Delays occasionally occur due to additional security checks, particularly for large withdrawals or unusual account activity.

Responsible Gaming Resources

BotSpins Casino takes responsible gaming seriously and provides numerous tools to help players maintain control. Deposit limits can be set daily, weekly, or monthly. Once set, limits cannot be increased for 24 hours, giving you time to reconsider impulsive decisions.

Loss limits prevent you from losing more than a specified amount over your chosen timeframe. Session time limits disconnect you from the platform after a set period, encouraging regular breaks. Reality checks display pop-up notifications at intervals you specify, showing your playing time and current balance.

For more serious concerns, cooling-off periods temporarily suspend your account for 24 hours to 6 weeks. Self-exclusion permanently closes your account for a minimum of 6 months. These options are available through customer support or your account settings and are implemented immediately.

Problem Gambling Support

If you or someone you know is experiencing gambling-related harm, free confidential support is available. GamCare operates a 24/7 helpline and online chat service for UK residents. International players can contact Gamblers Anonymous, which maintains chapters in over 75 countries.

BotSpins Casino employees receive training to identify problem gambling indicators and can discuss available support options. All conversations are treated with strict confidentiality. The casino also provides self-assessment tools to help you evaluate whether your gambling habits might be problematic.

Local support resources include:

International Helpline: +1-555-GAMBLE-HELP (open 24/7)
Email Support: help@gamblingtherapy.org

Technical Support

Technical issues like games not loading, login problems, or display errors can usually be resolved quickly. First, try clearing your browser cache and cookies, then restart your browser. Ensure your browser is updated to the latest version and JavaScript is enabled.

Mobile users experiencing issues should check that their device operating system is up to date. The platform supports iOS 12+ and Android 7+ for optimal performance. Older devices may experience compatibility issues with certain games.

If problems persist after basic troubleshooting, contact support with details about your device, operating system, browser version, and a description of the issue. Screenshots of error messages are particularly helpful for technical investigations.

Bonus and Promotion Queries

Questions about bonus eligibility, wagering requirements, or promotional terms can be clarified by support agents. If you believe a bonus should have been credited but didn’t appear, contact support with details of the promotion and your qualifying activity.

Support can manually credit missed bonuses if you met all terms and conditions. They can also explain why a bonus wasn’t awarded if you didn’t meet eligibility criteria. For wagering progress queries, support can provide exact figures showing how much remains to be completed.

Promotional terms occasionally contain complex conditions. Support agents can explain requirements in plain language and advise on the best strategies to complete wagering efficiently.

Game Rules and Fairness

If you’re unsure about game rules or mechanics, support can clarify how specific features work. For concerns about game fairness or suspected malfunctions, detailed game logs are available upon request. These logs show every spin result, bet placed, and outcome received.

All games use random number generators that are regularly audited by independent testing agencies. The RTP (Return to Player) percentage is published for every game and represents the statistical return over millions of spins. Individual sessions can vary significantly from published RTPs due to variance and volatility.

For serious fairness concerns, request a full investigation. The casino will review game logs, verify RNG function, and provide a detailed explanation of results. These investigations typically conclude within 48-72 hours.