Contact Royal Valley Casino Support

Talk to our team

Reach us through live chat whenever you need help, day or night, throughout the year. You can also write to [email protected] or send a text to +447441370642.

Making a complaint

Tell us which payment, promotion, account action or gambling result you dispute. We handle complaints from the customer concerned and from representatives who provide signed permission to act for that customer.

We confirm receipt within 5 working days. Our final answer follows within 15 working days of that acknowledgement. If an investigation needs longer because it is complex or affected by circumstances beyond our control, we explain the delay and give you a revised timetable. The overall deadline remains 8 weeks from receipt.

An independent decision

You can take an eligible gambling dispute to eCOGRA if 8 weeks pass without resolution or you disagree with our final answer. There is no fee for you. You have 12 months from our final answer to make the referral.

We must comply with the outcome, while you retain your statutory rights and are not bound by that decision. This route covers gambling transactions and their outcomes, including payments, promotions and settlement. It does not cover purely regulatory issues or service complaints unrelated to a gambling transaction.

Requests to stop gambling

Use email or live chat to ask for self-exclusion. We act as quickly as reasonably possible and no later than 24 hours after receiving the request. The restriction covers our network. Read about durations and returning to play on our responsible gambling page.