Contact Us – Castle Support & Enquiries
This page explains how to reach the castlecasino.es editorial team with questions about our content, and where to go for help with your Castle account, deposits, withdrawals and verification.
Contact the castlecasino.es editorial team
For questions about the content on this site — corrections, clarifications, or information requests — email us at [email protected]. We aim to respond within 48 hours during working days.
This inbox handles editorial enquiries only. We cannot process account requests, withdrawals, bonus claims or verification queries — those go directly to Castle's own support channels, detailed below.
Questions about your Castle account
Castle's support team can help with registration, deposits, withdrawals, bonuses, identity verification, technical issues and self-exclusion requests. Reach them by email at [email protected] or through the live chat facility available on the site.
When writing in, have the following ready so the first reply can be useful: the email address registered to your account, the approximate date and time of the problem, any reference number or error message shown on screen, and the payment method or game involved where relevant. A clear description with these details gets you an answer faster than a general "my withdrawal hasn't arrived" note.
What to expect
Castle's support team works through requests in the order received. Withdrawal and verification queries typically take longer to resolve than login or technical questions, as they require checks against your account history and the documents you've uploaded.
If your first message doesn't resolve the issue, reply to the same email thread rather than opening a new ticket — that keeps your history in one place and speeds things up.
Responsible gambling support
For free, confidential help with gambling, contact GamCare on 0808 8020 133 (24/7) or visit gamcare.org.uk. BeGambleAware offers advice and self-assessment tools at begambleaware.org.
You can set up self-exclusion directly through your Castle account settings. The account enters a 24-hour cool-down immediately, during which you cannot deposit, play or chat. At the end of that period you can extend the exclusion for one day, one week, one month, three months or indefinitely — though you must withdraw all funds before selecting an extension, or they are forfeited.
Complaints and escalation
If Castle's support team has not resolved your complaint and you've exhausted their internal process, you can escalate to the licensing authority. Castle operates under a licence from the Autonomous Island of Anjouan, Union of Comoros (licence number ALSI-202602048-FI2). Contact details for the regulator are published on their official site.
Access to this site is restricted to persons aged 18 and over (18+). If gambling ever stops feeling like entertainment, free and confidential support is available at BeGambleAware.org.
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