Get in touch

Last revised 28 September 2026

The quickest way: live chat

Live chat sits in the bottom corner of every page in the lobby once you’re logged in. It’s the fastest route to a person, and most questions about deposits, bonuses, verification or logging in are answered within minutes. If you can’t log in at all, email is the way in: tell us which address you registered with and we’ll help you back into your account.

How fast we reply

• Live chat: a reply within minutes, from a person rather than a script.
• Email: an answer within 24 hours, and often the same afternoon.
• Formal complaints: a receipt first, then a full written answer within 14 days.
• Data requests: an answer within one month, as set out on your data.

Quick answers you can find yourself

Some questions have an answer already waiting in your account, which can be even quicker than chat:

• Where is my withdrawal? The cashier shows the status of every payment, from pending to approved and sent.
• How much wagering is left? The bonus card in your profile shows your progress and the time left on each step.
• Is my account verified? The Verification section of your profile tells you whether a document is still under review or needs replacing.
• What limits have I set? Everything sits under Responsible gaming in your profile.

Email for longer questions

For anything that needs documents, screenshots or a detailed explanation, email works better. Write to our support team and we will reply within 24 hours, usually much sooner. Please write from the email address linked to your account, so we can find it without asking extra security questions.

What to include

• the email address you registered with;
• the date and approximate time of the problem;
• the game, payment or bonus it concerns;
• a screenshot if you have one.

A little extra detail can save a round of questions:

• For a payment: the amount, the method and the transaction reference shown in the cashier.
• For a game: the name of the game and the round reference from your game history.
• For a bonus: the offer name and the deposit it was linked to.
• For a login problem: the device and browser you were using and any error message on screen.

Never send us your password. Our staff will not ask for it.

Keeping your account safe when you contact us

We will never ask for your password, your full card number, the security code on the back of your card or a one-time code sent by your bank. We will never ask you to install software that lets someone control your device. To confirm who you are, we use the email address on your account and details you already gave us when you registered.

Watch out for impostors

Messages that claim to come from Hidden Jack but ask you to pay a fee to release a withdrawal, or to log in through a link that doesn’t lead to our site, are not from us. We never charge to pay out your winnings. If something looks odd, forward it to our support team and we’ll tell you whether it’s genuine.

Sending verification documents

The simplest route is the Verification section of your profile, where you can upload a photo ID and a proof of address dated within the last three months. If an upload fails, you can email the documents to us instead. We check them as quickly as we can, and once your account is verified, withdrawals are usually approved in about 6.5 minutes.

Complaints

If something has gone wrong and chat hasn’t fixed it, you can make a formal complaint. Send us your complaint by email, with the word “Complaint” in the subject line and the details listed above. We confirm that we’ve received it, look into it properly and send you a full answer within 14 days. If we need more information from you, we’ll say so early rather than let the clock run down.

If you are still not satisfied

1. Reply to our answer and explain which part you disagree with.
2. A member of the team who was not involved in the first reply reviews the whole case, including chat logs, payment records and the studio’s round data.
3. You receive a final written answer by email, with the reasons for the decision.

Please keep all messages about one complaint in the same email thread. It keeps the history in one place and helps us move faster.

What we don’t offer yet

There is no telephone support at the moment. Chat and email are staffed by the same team, so you get the same answer whichever you pick. Support is provided in English, which suits most of our UK players.

Closing an account or writing about someone else

To close your account, just ask in chat or by email and we will guide you through withdrawing your balance first. If you are closing because you want a break from gambling, say so and we will set a self-exclusion at the same time, so the break really holds.

If you are worried about a partner, relative or friend who plays at Hidden Jack, you are welcome to write to us. For privacy reasons we can’t share details of their account with you, but we read every message of this kind carefully and act where our rules allow.

Ideas and feedback

Not every message has to be a problem. If you would like to see a studio in the lobby, have an idea for a promotion or spotted a typo on a page, tell live chat or drop us an email. We read every suggestion and pass the good ones straight to the people who build the site.

Privacy requests

To see, correct or delete the data we hold about you, follow the steps on your data. The rules on accounts, bonuses and payments are on house terms.

If you need help with gambling

Our support team can set a limit, a time-out or a self-exclusion for you straight away; just ask. For free, confidential support outside Hidden Jack, call the National Gambling Helpline on 0808 8020 133, open 24/7 and run by GamCare. More advice is on our safer play page.