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At Your Service

Player Support

Real people on hand around the clock, whether it is a stuck withdrawal, a bonus question or simply needing a break from play.

Ways to contact us

Live Chat

24 hours a day, 7 days a week

The fastest way to reach us. Log in and tap the chat button in the corner of any page; most chats are answered within a couple of minutes.

Log In to Chat

Email

Reply within 24 hours

Best for documents, complaints and anything you want on record. Write from the email address registered to your account so we can find you quickly.

[email protected]

VIP Account Manager

King tier and above

VIP members have a named manager on a direct line. Their contact details are in the VIP section of your account dashboard.

About the VIP Club

Help by Topic

What Can We Help With?

  • Account & Verification

    Registration, logging in, password resets and identity checks. If we ask for documents, a clear photo of your ID and a recent proof of address usually settles it in one go.

  • Deposits & Withdrawals

    Limits, processing times and payment method questions. Withdrawals return to the method you deposited with wherever possible, and pending payouts can be tracked from the cashier.

  • Bonuses & Promotions

    How to claim an offer, how wagering is counted and how long a bonus lasts. Your live wagering balance is always visible on the account dashboard.

  • Sportsbook & Bet Settlement

    Queries about a settled bet, cash-out, void selections or acca boosts. Quote the bet reference from your bet history and we will look it up straight away.

  • Games & Technical Issues

    A game that froze mid-round or a page that will not load. Note the game name and the time it happened; every round is logged, so interrupted games can be checked and settled.

  • Safer Gambling Tools

    Deposit, loss and wagering limits, reality checks, time-outs and self-exclusion. Most tools can be set yourself in seconds, and our team can help at any hour.

Response Times

We aim to answer every query quickly, whichever channel you choose. The times below are typical; busy periods such as big race days can add a few minutes to live chat.

ChannelAvailabilityTypical response
Live chat24/7, every day of the yearWithin 2 minutes
Email24/7Within 24 hours
VIP account managerBusiness hours, with chat cover overnightSame day
Document review (verification)24/7Within 24 hours of upload

Before You Get in Touch

A few details help us sort things out on the first message rather than the third:

  • Your username or registered email, so we can find your account straight away.
  • A transaction or bet reference for questions about a payment or a settled bet. Both are listed in your account history.
  • The game name and approximate time if a slot or live table misbehaved.
  • A screenshot of any error message, if you have one.

For your security, we will never ask for your full password or your card’s CVV number, by chat, email or phone. If anyone claiming to be from BetMica asks for them, do not share them and let us know.

Complaints

If something has gone wrong, we want to hear about it. Raise the issue with live chat or email first, as most problems can be resolved on the spot. If you are not happy with the answer, ask for the complaint to be escalated and our complaints team will investigate it separately from the frontline team.

You will receive a final written response within eight weeks. If you are still unhappy at that point, you can refer the complaint to an independent alternative dispute resolution (ADR) provider, free of charge. Our support team will give you the provider’s details on request. Full wording is in our Terms & Conditions.

Safer Gambling Support

Our support team is trained to help with safer gambling at any hour, with no judgement. You can also manage the tools yourself from Account Settings > Safer Gambling:

  • Deposit limits for a day, a week or a month. Decreases apply instantly; increases wait out a cooling-off period.
  • Reality checks that pop up at an interval you choose to show how long you have been playing.
  • Time-outs from 24 hours up to six weeks.
  • Self-exclusion for six months or longer. You can also exclude yourself from every UK-licensed site at once through GAMSTOP.

If gambling is affecting you or someone close to you, free and confidential help is available from the National Gambling Helpline on 0808 8020 133, run by GamCare, and from BeGambleAware.org.

Ask the Dealer

Support FAQ

How do I contact BetMica support?

Live chat is open 24 hours a day from the chat button on every page once you are logged in. You can also email [email protected], and we reply within 24 hours.

Why do I need to verify my identity?

UK rules require every casino to confirm a player's age, identity and address before real-money play and withdrawals. It protects you from fraud and keeps under-18s out. Most checks complete automatically; if not, we will ask for a photo ID and a recent proof of address.

My withdrawal is pending. What happens next?

Withdrawals are reviewed by our payments team before they are released. Once approved, e-wallets usually receive funds within hours, cards and Trustly within one to three working days, and bank transfers within two to five working days.

I forgot my password. How do I reset it?

Choose 'Forgot password' on the login screen and enter your registered email address. A reset link arrives within a few minutes; check your spam folder if it does not appear, or contact live chat for help.

A game crashed during a round. Have I lost my stake?

No. Every round is recorded on the provider's server. Reopening the game normally completes the round automatically. If it does not, tell support the game name and time and we will check the round history and settle it correctly.

How do I set a deposit limit or take a break?

Open Account Settings, then Safer Gambling. You can set daily, weekly or monthly deposit limits, add reality checks, take a time-out from 24 hours to six weeks, or self-exclude for six months or longer. New limits apply immediately; increases take effect after a cooling-off period.

How do I make a complaint?

Raise it first with live chat or by email so we can try to put it right straight away. If it is not resolved, ask for it to be escalated to our complaints team, who will issue a final response within eight weeks. After that you can refer it to an independent alternative dispute resolution service free of charge.