Contact Mr Punter Casino
For account questions, withdrawals or technical issues, the fastest channel is live chat from inside your account. Email is available for slower, more detailed enquiries. Both options below.
Live chat — fastest
Open Mr Punter, click the chat bubble in the bottom-right of any page, and a UK-time agent will respond within a couple of minutes. Live chat is available 24 hours a day, 7 days a week.
- General enquiries: support@mr-punter-casino.it.com
- KYC documents: kyc@mr-punter-casino.it.com
- Complaints: complaints@mr-punter-casino.it.com
- Responsible gambling: safer@mr-punter-casino.it.com
Email response time is normally under 24 hours. For complaints we follow up within two working days with a case reference.
Send a message
Operator details
| Operator | Mondero Enterprises Ltd |
| Licence | Anjouan Gaming Board — ALSI-152406028-FI2 |
| UKGC licence | No — not licensed by the UK Gambling Commission |
| Customer service hours | 24/7 live chat in English |
Need help with your gambling?
If gambling is no longer fun, free confidential support is available 24/7:
- National Gambling Helpline: 0808 8020 133 — free from UK landlines and mobiles
- GamCare — live chat, forum and 1-to-1 support
- BeGambleAware — UK-wide information and treatment referrals
Frequently asked questions about contacting us
Live chat is the fastest route and runs 24/7 from inside your account or from the chat bubble on any page of the site. Email is the alternative for slower, more detailed enquiries - use support@mr-punter-casino.it.com for general, kyc@ for identity documents, complaints@ for formal complaints and safer@ for responsible-gambling queries.
Live chat is manned 24 hours a day, 7 days a week, including weekends and UK bank holidays. Average first response is under two minutes, and complex tickets are handed to a senior agent for a written answer inside the working day. Email support goes out during UK office hours (roughly 08:00 to 22:00 GMT/BST), so overnight emails are typically answered the following morning. If your question is time-sensitive — a stuck deposit, a pending withdrawal, KYC in progress — use live chat instead of email.
Support is currently offered in English only. The team is UK-time based and answers in English on both live chat and email, including for KYC and complaints work. If a specialist follow-up is needed on a complex complaint, the written response and any agent call-back will also be in English. Mr Punter is UK-facing, so English is the sole customer-service language — there are no separate multi-language teams for Spanish, German or Italian at this time. Auto-translation via the browser works fine on the chat window if you prefer to read in another language.
Live chat: typically under two minutes to reach an agent, any hour. Email: under 24 hours for standard enquiries during UK business days. Formal complaints get an initial acknowledgement within two working days and a full written response inside ten working days, per our published complaints procedure. KYC document reviews normally clear within a few hours once submitted, and always inside the same working day for a standard passport-plus-utility-bill package. Withdrawal review is quicker — usually under an hour once KYC has been passed.
Email complaints@mr-punter-casino.it.com with your username, a clear description of the issue, dates, screenshots and any transaction IDs. We acknowledge within two working days and reply in full within ten working days. If the outcome does not satisfy you, the escalation route is the Anjouan Gaming Board. One catch to know upfront: because Mr Punter is not licensed by the UK Gambling Commission, the UKGC ADR (Alternative Dispute Resolution) framework does not apply — you cannot escalate to a UKGC-approved ADR provider. For the licensed-UK route, the UKGC public register at gamblingcommission.gov.uk lists operators covered by ADR.