Support

Cushy Casino prides itself on delivering responsive, helpful customer support to players across the United Kingdom. Whether you’ve got questions about bonuses, need help with a transaction, or require assistance with responsible gambling tools, the support team stands ready to help.

Contact Options

Multiple channels exist for reaching the customer service team, each suited to different query types.

Live Chat

The quickest route to assistance, live chat connects you with a support agent typically within two minutes. Available around the clock, this channel handles everything from account queries to technical issues.

To access live chat:

1. Click the chat icon in the bottom right corner
2. Enter your username and query topic
3. A support agent will join the conversation

Email Support

For detailed queries or issues requiring documentation, email support provides a comprehensive solution. Response times average 12-24 hours, with complex cases potentially taking longer.

The support team accepts attachments, making email ideal for submitting verification documents or screenshots of technical problems.

Common Support Topics

Account Verification

UK gambling regulations require identity verification before processing withdrawals. Speed up verification by preparing:

• Proof of identity: Passport, driving licence, or national ID card
• Proof of address: Utility bill or bank statement dated within 90 days
• Payment verification: Photo of your card (hide middle digits) or e-wallet screenshot

Upload documents through your account settings or send them via email. Verification typically completes within 24 hours.

Bonus Queries

Questions about bonus terms, wagering progress, or promotional eligibility receive priority handling. Support agents can check your bonus status, explain remaining requirements, and clarify any confusing terms.

Payment Issues

Deposit and withdrawal queries rank among the most common support topics. Agents can:

• Trace pending transactions
• Explain processing times for different methods
• Resolve declined deposit attempts
• Expedite delayed withdrawals for VIP players

For payment disputes, provide transaction references and screenshots where possible to speed up resolution.

Responsible Gambling Support

Cushy Casino takes player welfare seriously, offering multiple tools to help maintain control over gambling activity.

Self-Assessment

Not sure if your gambling habits need attention? Honest self-reflection helps identify potential issues early. Consider whether gambling affects your mood, relationships, or finances negatively.

Account Controls

Access these features through your account settings:

• Deposit limits: Set daily, weekly, or monthly caps
• Loss limits: Restrict how much you can lose within a period
• Session reminders: Receive alerts after set playing times
• Cooling off periods: Temporarily suspend your account
• Self-exclusion: Block access for six months to five years

External Support Resources

If gambling becomes problematic, independent organisations provide free, confidential help:

National Gambling Helpline 0808 8020 133 (24/7, free call)

GamCare Online chat and counselling services

Gamblers Anonymous Peer support meetings across the UK

BeGambleAware Information and treatment referrals

The support team can help you access these resources or implement account restrictions immediately upon request. No judgement, just assistance.

Feedback and Complaints

Player feedback shapes service improvements at Cushy. Share suggestions through any contact channel, and expect a genuine response rather than a generic acknowledgement.

For formal complaints, email the dedicated complaints address with full details of your concern. The complaints procedure follows UK Gambling Commission guidelines, with escalation to the independent adjudicator available if resolution proves elusive.

Support Hours

Live chat operates 24 hours daily, seven days weekly. Email support monitors inboxes continuously, prioritising urgent matters around the clock. Peak response times occur during UK evening hours when player activity reaches its highest levels.