Contact Our Support Team
Our customer care team is available around the clock, every day of the year. Whether you have a question about a withdrawal, a bonus condition or your account verification, you can reach us through live chat or email at any hour.
How to Reach Us
Live chat, 24 hours a day
Open the chat window from the speech bubble in the bottom-right corner of any page on hawaiispins.uk. Live chat is staffed 24/7, including weekends and public holidays. Most chats are answered by a real agent within 2 minutes of you sending your first message, so it is the fastest route for anything urgent such as a stuck deposit or a locked account.
Write to [email protected] and we will reply within 24 hours, and in most cases well within that window. Email is the better choice when you need to attach documents, for example ID photographs for KYC verification or screenshots of a transaction, because the chat window does not support file uploads. Put your account username in the subject line so we can find your account on the first pass.
Channel overview
We do not operate a telephone line, so all contact runs through the two channels below.
| Channel | Availability | Typical response time |
|---|---|---|
| Live chat | 24/7, every day | Under 2 minutes to first reply |
| Email ([email protected]) | 24/7, every day | Within 24 hours |
What We Can Help With
Common requests
Our agents handle every account-related matter, from password resets to full KYC re-checks. Here is what we deal with most often, and what you should have ready before you write.
- Account and KYC: uploading ID, proof of address and payment method verification, which we require before your first withdrawal.
- Deposits and withdrawals: failed or pending transactions, our £30 minimum limits, and the daily £5,000 and monthly £20,000 withdrawal caps.
- Bonuses: the 200% welcome package up to £2,000 with 100 free spins, the 40x wagering requirement, weekly cashback up to 15% (£300) and weekend reloads.
- Technical problems: games not loading on mobile, error messages during spins, or display issues in the browser version.
- Responsible gambling: setting deposit limits, loss limits, session reminders, reality checks, or arranging self-exclusion and GAMSTOP registration.
Quick Checks Before You Write
A good share of queries are answered in under a minute without contacting us at all. Work through this short list first, then open the chat if you still need a person.
- Check the FAQ section linked in the site footer: deposit times, bonus terms and verification steps are all covered there.
- Open your profile and look at the KYC status: if a document shows as pending, it is still in the queue and no action is needed from you yet.
- Review your transaction history in your account dashboard before asking about a payment, and note the exact amount, time and method so we can trace it faster.
- For bonus questions, open the promotion page and read the wagering line first: most bonus queries we receive are answered by the 40x bonus wagering term and the 14-day validity period.
Our Company and Licence Details
Hawaiispins Casino is operated by Sunbay Entertainment N.V. and licensed by the Anjouan authority under licence number ALSI-202203151-FI3. For formal correspondence, including complaints you want escalated beyond the support team, use [email protected] with the word Complaint in the subject line. Complaints are acknowledged within 24 hours and resolved, or escalated to our licence authority, within a set internal timetable that our agents will share with you on acknowledgement.
Press and Partnership Enquiries
Media, affiliate and business development enquiries are handled by a separate desk so they never block the player support queue. Send them to [email protected] with Press, Affiliate or Partnership in the subject line and we will route them internally within one business day. If you already have an affiliate account, include your account ID for a faster reply.
Frequently asked questions
How quickly does live chat answer?
Live chat is staffed 24/7 and a real agent typically joins within 2 minutes of your first message.
Is there a phone number I can call?
No, we do not operate a telephone line. All contact runs through live chat and [email protected].
How long do email replies take?
We reply to every email within 24 hours, usually sooner. Include your username in the subject line to speed up account checks.
Can I send KYC documents through chat?
No, the chat window does not support file uploads. Email your ID and proof of address documents to [email protected] instead.