Introductions
When you have questions about online casinos, land-based establishments, or gambling operations, knowing how to reach the right support team is essential. Whether you need help with roulette rules, experience a free slot not loading properly, or encounter a partner site not meeting your needs, having access to responsive contact methods makes all the difference. Perhaps you’ve had a big win and want to shout about it, or you have a specific reason for reaching out—whatever the case, our dedicated team is here to listen.
Your feedback is invaluable to us. We want to hear your comments and ensure your experience is positive. Whether you prefer to call, drop a note, or share your experience through our contact form, we’re here to support you. For urgent communication, please note that standard response times are 24-48 hours, though we strive to respond as quickly as possible.
Contact Methods & Support Topics
1. General Contact Forms & Enquiries
When you need quick answers to your questions, our contact form provides the most direct way to reach us. The form requires basic information including your name, email address, and topic selection from a dropdown menu. Your message can be up to 500 characters, allowing you to explain your situation thoroughly. We aim to respond within 48 hours to all enquiries submitted through this channel.
For those preferring alternative contact methods, we also offer:
| Contact Method | Best For | Response Time |
|---|---|---|
| Online Form | General queries, detailed questions | Within 48 hours |
| Non-urgent matters, documentation | 24-48 hours | |
| Phone | Immediate concerns, simple questions | Immediate during business hours |
| In-Person | Guests at resort locations | Immediate |
If you have a complaint that requires escalation, please use our dedicated complaints hub rather than the general contact form. This ensures your issue reaches the right team for resolution.
2. Telephone Contact Information
For immediate assistance, telephone support remains the most reliable option. Our international contact centers are equipped to handle enquiries in multiple languages:
International Headquarters
- France: +33 4 77 45 31 31
- UK Office: Available during business hours
Regional Casino Numbers
Each location maintains its own dedicated line for local guests:
- Empire Casino: Direct line available
- Manchester 235: Local contact number
- Additional properties available upon request
Our head office operates Monday through Friday, 9am to 6pm. For out of hours assistance, please contact your local casino directly as they maintain extended hours for guest support.
Specialized Services
- Rock Spa & Salon appointments: 1 (866) 502-7529
- Resort front desk: Available 24/7 for in-room assistance
- Main switchboard: 800.804.4944 or 253.804.4444
3. Postal Addresses & Office Locations
For formal correspondence or document submission, please use our official mailing addresses:
North American Operations
- USA: 680 North Lake Shore Drive, Suite 110, Chicago, IL 60611
- Canada: 111 2nd Avenue South, Unit 400, Saskatoon, S7K 1K6
European Headquarters
- UK: 4 Redheughs Rigg, Edinburgh, EH12 9DQ
- France: Casino Group, 1 Cours Antoine Guichard, CS 50306, 42008 Saint-Etienne Cedex 1
London Office
Fourth floor, 265 Tottenham Court Road, Bloomsbury, London, W1T 7RQ
Important Notes:
- Our office is not open to the general public for walk-in enquiries
- Official business and document submission should be directed to these addresses
- The Muckleshoot Gaming Commission handles banned guest reinstatement at 2700 Auburn Way S, Auburn, WA 98002
- For reinstatement enquiries, email request@mtga.us
4. Specific Enquiry Topics & Departments
Different situations require different contact points. Here’s how to reach the right department:
General Help & Comments
For everyday questions, feedback, or suggestions about your experience, our general support team provides comprehensive assistance.
Expert Advice & In-Depth Questions
When you need specialized knowledge about gaming strategies, regulations, or complex situations, our expert advisory team can provide detailed guidance.
Celebrate a Big Win
Hit a significant jackpot? Our celebrations team wants to hear your story and can help share your success (with your permission).
Careers & Recruitment
Interested in joining our organization? Visit our careers page for current openings. Note that we’re not currently accepting unsolicited recruitment agency calls due to CTPS registration.
Press Office & Media Enquiries
Journalists and media professionals should contact our press office directly. Do not use general enquiry channels for media requests.
Business & Provider Enquiries
Vendors, partners, and service providers can reach our business development team through our dedicated provider portal.
Complaints Process
If you need to file a complaint about a casino, follow our structured complaints procedure:
- Visit our separate page with detailed advice
- Use the dedicated complaints hub
- Provide all relevant documentation
- Allow 5-7 business days for investigation
Confidential Reporting
Witness something illegal or suspicious? Our confidential reporting channel ensures your information reaches the right authorities while protecting your identity.
Licence Queries
License holders can access our comprehensive guide for licensees. For technical issues related to licensing, use the specialized form.
Banned Guest Reinstatement
If you’ve been banned from our establishment, reinstatement requires:
- Written letter to the Gaming Commission
- Include your name, address, and phone number
- Explain your reason for seeking reinstatement
- Provide any supporting documentation
- Allow time for commission review and appeal process
Reservations & Amenities
- Dining reservations: Available through our restaurants page
- Rock Spa & Salon: Book appointments via phone or online
- Nightclub & Dayclub: VIP reservations at hardrocknightlife.com
Unique Headings & Content
Safety & Trust
Your safety and trust remain our top priority in all communications. We want you to understand how we protect your interests:
Official Communications Protocol
We never conclude deals or request payments through unofficial channels. All financial transactions and agreements occur through verified company channels only. Be cautious of suspicious messages claiming to represent us on platforms like Telegram or Instagram.
Security Best Practices
- Never respond to unsolicited payment requests
- Do not send money to unknown parties claiming casino affiliation
- Report suspicious messages immediately using our contact form
- Verify all communications through official channels
- Our team will take action on all reported fraud attempts
Data Protection
We maintain strict privacy protocols for all personal information shared through our contact systems. Your details remain confidential and are used only for the purpose you authorize.
Quick Answers / Live Chat Suggestion
For guests who need immediate resolution, live chat provides the fastest support option. This is particularly effective when:
- You have an account with the casino site in question
- Your issue relates to a casino we’ve reviewed
- You need quick answers about specific features
- Technical problems require real-time troubleshooting
Our extensive FAQ page addresses many common questions before you need to contact support. Topics covered include:
- Account management
- Game rules and strategies
- Payment processing
- Technical requirements
- Responsible gambling tools
User Research Programme
Help us improve our services by participating in our user research programme. Your feedback directly influences new services and features we develop. Programme benefits include:
- Early access to new platform features
- Direct input into service improvements
- Opportunity to shape user experience
- Compensation for participation
- Confidential feedback channels
Accessibility Commitment
We believe everyone deserves equal access to our goods and services. Our commitment to accessibility means:
Dignity and Independence
All customer service interactions respect the dignity and independence of people with disabilities. Our staff receives ongoing training in accessibility best practices.
Accessible Customer Service Policy
Our comprehensive policy outlines:
- Service standards for guests with disabilities
- Communication accommodations
- Assistive device policies
- Support person guidelines
- Feedback mechanisms
FAQs
How can I contact you for general help or to give feedback?
Reaching our support team is straightforward through multiple channels. You can use our general contact form on the website, which requires your name, email, topic selection, and message. Response times typically range from 24-48 hours. For immediate needs, you can also call our telephone number during business hours. We value all feedback and ensure every message receives appropriate attention.
What is your mailing address?
Our mailing addresses vary by region and organization. For North American correspondence, use our USA or Canada addresses. European mail should be directed to our UK or France locations. Each specific organization maintains its own postal address for official communications. When sending documents, always verify you’re using the correct address for your specific needs.
Who do I contact if I have a complaint about a casino?
Complaints require special handling to ensure proper resolution. Every casino maintains a dedicated complaints process with specific contact points. Regulatory bodies also provide complaints hubs for escalation. For the fastest resolution, use the specific link provided on the casino’s website rather than general contact forms. This ensures your complaint reaches the right department immediately.
How do I contact the press office?
Media professionals and journalists should use our press office contact details exclusively. These specialized channels ensure your media enquiries receive prompt attention from our communications team. Do not use general enquiry contact methods for press queries, as this delays response times. Our press office handles interview requests, media statements, and journalist enquiries.
I’m a guest at the resort and need immediate assistance. Who do I call?
Resort guests requiring immediate help should contact the front desk directly. Use the in-room phone for fastest service, or call the main resort phone number for urgent matters. The website contact form is not monitored 24/7 and should not be used for time-sensitive issues. Our front desk team handles:
- Room service requests
- Maintenance issues
- Emergency situations
- Concierge services
- Check-out assistance
How can I apply for a job or be reinstated if I was banned?
Employment opportunities and reinstatement requests follow separate procedures. For careers, visit our careers page to view current openings and submit applications. We’re not accepting recruitment agency calls at this time.
For reinstatement after a ban, you must submit a formal written request to the specific gaming commission. Your letter should include:
- Full name and contact details
- Complete address and phone number
- Clear reason for reinstatement request
- Any supporting documentation
- Formal appeal statement
The commission reviews all submissions and votes on each case individually. Processing times vary based on case complexity and commission schedule.
