Contacts

At Bof Casino, we firmly believe that clear, accessible, and responsive communication is the cornerstone of a trusted relationship with our players. This page provides you with comprehensive contact details, guidance on the most effective ways to reach us for different types of enquiries, and important information about our operating practices. Whether you have a simple question, require account assistance, need to submit documentation, or wish to provide feedback, we are here to listen and help 24 hours a day, 7 days a week.

Primary Contact Methods

For the quickest and most efficient service, we recommend using the following channels, tailored to the nature of your enquiry.

1. Live Chat Support
Our live chat function is the fastest way to connect with a member of our customer support team. It is ideal for urgent issues, quick questions about bonuses or games, and immediate account assistance.

  • Availability: 24/7, 365 days a year.
  • Access: Click the distinctive live chat icon (typically a speech bubble or headset symbol) located in the bottom-right corner of every page on our website or mobile site.
  • Typical Response Time: Instant connection during standard hours. You will usually be speaking with an agent in under 60 seconds.
  • Best For: Urgent gameplay issues, clarification on bonus terms, deposit/withdrawal status updates, and password resets.

2. Email Support
For more detailed, non-urgent enquiries, or to send us documents, email is the perfect channel. It allows you to fully detail your query and provides a written record of our correspondence.

  • General Enquiries & Player Support: [email protected]
  • Verification & KYC Documents: [email protected] (For submitting ID, proof of address, or payment method documentation)
  • Complaints Escalation: [email protected] (If you are not satisfied with the initial resolution from our support team)
  • Typical Response Time: We acknowledge all emails within a few hours and strive to provide a full resolution or detailed update within 24 hours during business days.
  • Best For: Sending verification documents, detailed account queries, formal complaints, responsible gambling requests, and providing feedback.

3. Telephone Support
For those who prefer to speak to an advisor directly, we offer a dedicated UK telephone line.

  • Availability: 08:00 – 00:00 (GMT), 7 days a week.
  • Security: To protect your account, our telephone agents will ask you several security questions to verify your identity before discussing any account-specific details.
  • Best For: Complex issues that are easier to explain verbally, players who are not comfortable with digital written communication, and following up on previous enquiries.

Postal Address for Formal Correspondence

For official written communication, legal notices, or if you are unable to use digital channels, you may write to us at our registered business address. Please note that postal communication will result in significantly slower response times.

Please always include your full name, username, and email address associated with your account in any postal correspondence to help us assist you promptly.

What to Have Ready When You Contact Us

To ensure we can help you as quickly and effectively as possible, please have the following information at hand:

  • Your Bof Casino username and the email address registered to your account.
  • For financial queries, details of the relevant transaction ID, date, and amount.
  • For game-related issues, the name of the game and the approximate time the issue occurred.
  • If you are reporting a technical problem, details of your device, browser, and operating system.

Our Service Commitment and Complaints Procedure

We are committed to providing a high standard of customer service. Our support agents are extensively trained not only on our products but also on the regulations of the UK Gambling Commission. We aim to resolve the vast majority of enquiries during your first contact.

Our Formal Complaints Procedure:
We hope you never have cause for a formal complaint, but if you do, we have a clear and fair process:

  1. Step 1 – Contact Our Team: Please raise your issue with our customer support team via live chat, email, or phone. Most complaints are resolved at this stage.
  2. Step 2 – Formal Complaint Escalation: If you are not satisfied with the initial response, you can request for your complaint to be escalated formally by emailing. A senior customer service manager will then review your case independently and provide a final response via email within a maximum of 8 weeks.
  3. Step 3 – Independent ADR: If our final response does not resolve the matter to your satisfaction, or if 8 weeks have passed since you first complained, you have the right to refer your complaint to an independent Alternative Dispute Resolution (ADR) provider, free of charge.

Other Important Contact Points

  • Data Protection Officer (DPO): For any questions regarding your personal data and your privacy rights under GDPR, you can contact our DPO by writing to [email protected] or using our postal address marked for the attention of the “Data Protection Officer.”
  • Affiliate Programme: For partnership and affiliate marketing enquiries, please contact [email protected].
  • Press & Media Relations: For media enquiries, please direct correspondence to [email protected].

Operating Hours and Company Information

  • Customer Support Hours: Live Chat and Email support are available 24/7.
  • License Holder: Bof Entertainment Ltd.
  • Licensing Authority: United Kingdom Gambling Commission.
  • UKGC Licence Number: 000-052894-R-329409-001.

We value your feedback and are continually striving to improve our service. Your experience is our priority, and we are here to ensure your time at Bof Casino is enjoyable, secure, and seamlessly supported.