Complaint Procedure

At PocketWin Casino UK, we seek to provide an excellent level of customer service with full fairness to our players. We are determined to ensure continuous improvement and we gladly receive all feedback from players, as this helps us to enhance our services and interactions. For any matters or concerns, please get in touch with our Customer Care Team stating the nature of your concerns within 6 months of the incident.

Fill out the CONTACT FORM.

To avoid any delay in our investigation, please ensure you provide the following details when you contact us:

  • Your mobile phone number
  • Your full name
  • Your date of birth
  • Your full address and postcode
  • Last game played (if applicable)

Alternatively, you can write your complete complaint to the following e-mail address: complaints-viral@pocketwin.co.uk.

All complaints will be investigated within 8 weeks of receipt. Where we request additional information from you, the time taken for this to be provided may be in addition to the 8 weeks.

Please note – we cannot resolve any concerns via social media or any review platforms. We kindly ask that you follow this procedure.

Independent adjudication

PocketWin Casino UK is registered with IBAS (Independent Betting Adjudication Service) for independent adjudication where a customer’s complaint cannot be resolved to the satisfaction of all parties by PocketWin 's Customer Service Team.


Independent Betting Adjudication Service
PO Box 62639
Address: EC3P 3AS
Telephone number: +441274003201

Email: adjudication@ibas-uk.co.uk
Please visit http://www.ibas-uk.com/consumers/how-to-raise-a-dispute/ to get more information on how to raise a dispute in IBAS.

PocketWin Casino UK is operated by Viral Interactive Limited a company incorporated in Malta, company registration number C66828 with its registered address at Horeca Building, 3rd Floor, Triq I-Imgarr, Xewkija, Malta, XWK 9012. Viral Interactive Limited is licensed and regulated in the United Kingdom by the Gambling Commission (ref. 42739).