How to Contact Us
Our support team works around the clock, every day of the year. Here is exactly how to reach us, how fast we reply, and what to check first so we can resolve your query in one go.
Our Support Channels
Live chat
Open the chat window by tapping the speech bubble in the bottom right corner of any page on royallama.uk.com, whether you are on desktop or mobile. Our live chat runs 24/7, 365 days a year.
Write to us at [email protected] and we reply within 24 hours, usually much faster during peak evening hours. Email us any documents we request, such as your photo ID or proof of address, as attachments.
Channel overview
We do not currently offer a phone line, so live chat and email are the two ways to reach us. Both are staffed by the same team, so you get the same level of service either way.
| Channel | Where to find it | Hours | Typical response time |
|---|---|---|---|
| Live chat | Speech bubble, bottom right of every page | 24/7 | Under 2 minutes in most cases |
| [email protected] | 24/7 inbox | Within 24 hours |
What We Can Help With
Our agents handle every account matter directly, from login problems to withdrawal questions. Here is what we deal with most often.
- Account issues: registration, password resets, login failures and profile updates.
- KYC verification: submitting your photo ID, proof of address and payment method before your first withdrawal.
- Deposits and withdrawals: 0-24 hour e-wallet payouts, 2-5 business day bank transfers, and our £5,000 daily / £20,000 monthly limits.
- Bonuses: the 100% up to £100 welcome offer with 50 free spins, wagering at 35x, weekly cashback up to 10% and weekend reload bonuses.
- Technical problems: games not loading, error messages or display issues on iOS and Android.
- Responsible gambling: setting deposit and loss limits, session reminders, time-outs and self-exclusion through GAMSTOP.
Before You Contact Us
Three quick checks often solve a query before you write to us. If you still need us afterwards, the same checks make our reply faster.
- Open the FAQ page: answers on bonuses, payments and verification sit there and take a minute to read.
- Check your profile: your KYC status appears under account settings, so you can see whether documents are pending or approved.
- Review your transaction history: the exact date, amount and method of a deposit or withdrawal helps us trace it instantly.
Details to include in your message
Send us your registered email address, the approximate time of the issue and any reference number you see on screen. Screenshots speed things up considerably. Never send full card numbers; we never ask for them.
Company and Licensing Details
Royallama Casino is operated by Llama Entertainment Ltd under licence MGA/B2C/234/2022 issued by the Malta Gaming Authority. For formal correspondence, write to us at [email protected] and mark your message for the attention of the relevant department so it reaches the right team. We keep written records of all formal queries in line with our regulatory obligations.
Press and Partnership Enquiries
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Frequently asked questions
Is live chat available at night and on weekends?
Yes. Live chat on royallama.uk.com runs 24/7, including weekends and public holidays, with typical wait times under two minutes.
How fast do you reply to emails?
We reply to [email protected] within 24 hours. Attach your documents and account details to get a complete answer in the first response.
Can I call support by phone?
We do not offer a phone line. Live chat and email are our two support channels, both staffed 24/7 by the same team.
What should I send for KYC verification?
A valid photo ID, a recent proof of address and payment method verification. Send them as attachments to [email protected] or upload them directly in your profile.
Who do I contact about self-exclusion?
Message our support team via live chat or email and we will activate your self-exclusion and point you to GAMSTOP, GamCare and BeGambleAware for additional support.