Seven quick answers that settle how our team handles your account, your documents and your money.
trustHow quickly will someone confirm which account is mine?+
Within minutes, on live chat or the phone, our team identifies you from your full name, date of birth and the email address you registered. A password is never needed, and no agent will ever ask for one. Keep that email to hand before you get in touch.
trustWhat happens if I want my account shut for good?+
Ask and we close it the same day, with any remaining balance returned to your payment method. Closure is permanent, so the welcome offer cannot be claimed a second time. If gambling has become a worry, self-exclusion through GAMSTOP covers every UK-licensed site at once.
trustCan I get my documents approved faster?+
Checks usually finish inside 27 hours once proof of identity, proof of address and a payment method screenshot are all with us. Send clear, full-page pictures and the clock runs without delay. Withdrawals stay on hold until the checks clear, then pay out in around 28 minutes.
trustWhy should I ask for a manager when the reply misses the mark?+
Because a second pair of eyes fixes most misunderstandings at once, our agents can pass your case to a supervisor on the same call or chat. Still unhappy after our final response? Complaints go to the UK Gambling Commission, the regulator named in our licence.
trustCan I write in Finnish or German?+
Yes, our team answers in English, German, Finnish and Norwegian, so you can describe the problem in whichever of those feels easiest. Replies come back in the same language. Times stay the same: around two minutes on chat and five by phone.
trustCan I reach a person at three in the morning?+
Any hour, any day, someone is at the desk, because our support runs 24 hours a day, 7 days a week on UK time. Christmas, bank holidays and Sunday nights make no difference. Email lands in the same queue around the clock.
trustWhy does the licence number matter to me?+
Because it proves who stands behind your money, Tucan Casino Ltd holds UK Gambling Commission licence 39061-7817-R-573606. That regulator enforces the rules on payouts, fair games and safer gambling. Quote the number if you ever escalate a dispute.