Sankra Casino Support Centre
Get instant answers to your questions. Our dedicated support team is available around the clock to ensure your gaming adventure stays smooth and enjoyable.
Excellent Support Rating
Based on 2,847 customer reviews
2.3min
Avg Response Time
97%
First Contact Resolution
24/7
Availability
15+
Languages Supported
How to Contact Our Support Team
Live Chat
Instant connection with our support agents for real-time assistance
Email Support
Detailed written responses for complex queries and account matters
Help Centre
Comprehensive guides and FAQs for instant self-service answers
All Contact Methods
🖥️ In-App Messenger
Access support directly through your account dashboard. Chat history is saved for future reference, and agents can view your account details to provide personalised assistance.
📱 Mobile App Support
Full support functionality available through our mobile app. Access live chat, submit tickets, and browse help articles on the go with optimised mobile interface.
🎫 Support Tickets
Submit detailed support tickets for complex issues that require documentation or attachments. Track ticket status and receive updates via email as your case progresses.
🌐 Social Media
Follow us on social platforms for updates, promotions, and community support. Send direct messages for general inquiries, though live chat is recommended for account-specific matters.
Popular Help Topics
🔐 Account Registration & Login
How do I create an account?
Click the "Play" button and complete the registration form with your details. You'll need to provide your name, date of birth, email address, and create a secure password. Verification typically takes less than 5 minutes.
I forgot my password
Click "Forgot Password" on the login page and enter your email address. You'll receive a password reset link within minutes. For security, the link expires after 24 hours.
Can I have multiple accounts?
No, our terms allow only one account per person. Multiple accounts will be closed, and any bonuses or winnings may be forfeited.
💳 Deposits & Payment Methods
How do I make a deposit?
Navigate to the Cashier section, select your preferred payment method, enter the amount (minimum £10), and follow the secure payment process. Deposits are instant for most methods.
What payment methods do you accept?
We accept Visa, Mastercard, PayPal, Skrill, Neteller, bank transfers, Apple Pay, Google Pay, and various cryptocurrency options. Available methods may vary based on your location.
Are there deposit fees?
Sankra Casino does not charge deposit fees. However, your payment provider may apply their own charges. Check with your bank or e-wallet provider for details.
My deposit hasn't appeared
Most deposits are instant. If funds haven't appeared after 15 minutes, check your payment confirmation and contact support with your transaction reference number.
💰 Withdrawals & Cashouts
How do I withdraw my winnings?
Go to the Cashier, select Withdrawal, choose your method, and enter the amount. Verify your identity if required (first withdrawal), and confirm. Processing times vary by method: e-wallets 0-24h, cards 3-5 days, bank transfers 3-7 days.
What are the withdrawal limits?
Minimum withdrawal is £20. Maximum depends on your VIP tier: Standard £5,000/day, VIP £10,000/day, Legend unlimited. There are no limits on jackpot winnings.
Why is my withdrawal pending?
First withdrawals require identity verification (KYC). Subsequent delays may be due to additional security checks, incomplete wagering requirements, or high-volume periods. Contact support for specific updates.
Can I cancel a withdrawal?
Yes, pending withdrawals can be cancelled through the Cashier before processing is complete. Once processed, cancellation is not possible.
✅ Identity Verification (KYC)
Why do I need to verify my identity?
Identity verification is a legal requirement to prevent fraud, money laundering, and underage gambling. It protects both you and the casino, ensuring a safe gaming environment.
What documents do I need?
You'll need: (1) Photo ID (passport, driving licence, or national ID card), (2) Proof of address dated within 3 months (utility bill, bank statement, or council tax bill), and (3) Proof of payment method (card photo showing first 6 and last 4 digits, or e-wallet screenshot).
How long does verification take?
Most verifications are completed within 24 hours. During peak times, it may take up to 72 hours. You'll receive email confirmation once approved.
Is my information secure?
Absolutely. All documents are encrypted with industry-standard SSL technology and stored securely. We never share your personal information with third parties except as required by law.
🎁 Bonuses & Promotions
How do I claim the welcome bonus?
Register a new account, make your first deposit of at least £10, and the bonus will be automatically credited. Free spins are released in batches over 10 days. Remember to read the full terms and conditions.
What are wagering requirements?
Wagering requirements determine how many times you must play through a bonus before you can withdraw winnings. For example, a £100 bonus with 30x wagering requires £3,000 in bets. Check each bonus for specific terms.
Can I opt out of bonuses?
Yes, you can play without bonuses by declining them in the Cashier before depositing, or by contacting support to disable automatic bonus participation.
🎮 Games & Technical Issues
A game won't load
Try clearing your browser cache and cookies, updating your browser to the latest version, or trying a different browser. Ensure JavaScript is enabled. If issues persist, contact support with your device and browser details.
The game disconnected during a round
Don't worry – all game rounds are recorded. If you disconnect, the round continues and results are stored. Reconnect to the game to see the outcome. Any winnings are automatically credited to your account.
I think there was a game malfunction
Note the game name, time of occurrence, and your bet amount. Contact support immediately with this information. All game sessions are logged and can be reviewed to resolve any disputes.
🛡️ Security & Responsible Gaming
How is my data protected?
We use 256-bit SSL encryption for all data transmission, the same security standard used by banks. Our servers are protected by advanced firewalls, and we conduct regular security audits.
How can I set deposit limits?
Navigate to your account settings and select Responsible Gaming. You can set daily, weekly, or monthly deposit limits. Changes take effect immediately for increases after a 24-hour cooling period, or instantly for decreases.
Can I self-exclude?
Yes, you can self-exclude for 6 months, 1 year, or permanently. Contact support or visit the Responsible Gaming section. During exclusion, you cannot access your account or receive marketing communications.
Still Need Assistance?
Our support team is standing by to help you with any questions or concerns