Get in Touch
Two ways to reach the crew - both available 24/7
Email Support
Send your query to our crew directly. We aim to respond within 24 hours, usually much faster for most issues.
support@pirate-pots.comAvailable 24/7. Response typically within 24h.
Live Chat
Connect instantly with a crew member via the live chat widget. Ideal for quick account queries, bonus questions or urgent assistance.
Available 24/7. Typical wait under 2 minutes.
Help Centre Topics
Browse by topic for instant answers to the most common questions at Pirate Pots
Account
- How to register a new account
- Logging in and password reset
- Updating personal details
- Account verification (KYC)
- Closing or suspending your account
- Two-factor authentication settings
For any account issue not listed above, contact our crew at support@pirate-pots.com and include your registered email address.
Deposits & Withdrawals
- How to make a deposit
- Available payment methods
- Minimum and maximum limits
- How to request a withdrawal
- Withdrawal processing times
- Pending withdrawal status
- KYC documents required
For a full overview of banking options, visit our Payments page.
Bonuses
- Claiming the welcome chest
- Wagering requirements explained
- Maximum bet rule (£5 per spin)
- Free Spins - how and when they credit
- Weekly reload offers
- VIP Crew bonus eligibility
- Bonus expiry and forfeiture
Full terms for all promotions are available on the Bonuses page.
Games & Technical
- Game library not loading
- Disconnection during a game round
- Live casino stream quality issues
- Mobile browser compatibility
- Sound and display settings
- Reporting a game error or discrepancy
- RTP and game rules information
If a game disconnects mid-round, the result is determined by the game server logs. Contact support with your game ID for investigation.
Sports Rules
- Qualifying sports for the welcome bonus
- Markets excluded from bonus play
- How in-play betting works
- Cash out terms and conditions
- Settlement rules for postponed events
- Void bet policy
- Virtual Sports rules and RNG certification
For detailed sports betting rules, see the Sports page or contact support.
Responsible Gambling
- Setting deposit limits
- Setting bet and loss limits
- Taking a time-out or cooling-off period
- Self-exclusion from the site
- Seeking professional support
- Accessing external gambling support services
Pirate Pots is committed to providing a safe environment. Contact our crew to activate any limit or exclusion - requests are processed promptly.
Expected Response Times
| Contact Method | Availability | Typical Response | Best For |
|---|---|---|---|
| Live Chat | 24/7 | Under 2 minutes | Urgent queries, quick account checks, live help |
| Email (support@pirate-pots.com) | 24/7 | Within 24 hours | Detailed account queries, document submission, disputes |
| Help Centre (self-service) | 24/7 | Instant | Common questions, bonus terms, payment information |
| VIP Manager (VIP members) | Dedicated hours | Same business day | Account management, personalised offers, escalations |
During high-traffic periods, live chat wait times may be slightly longer than usual. Email support remains available at all times and is the recommended channel for anything requiring document uploads or detailed account investigation.
Before You Contact Us
Many issues can be resolved quickly by checking a few things first - saving you time waiting for a response
Account & Login Issues
- Use the password reset link on the login page before contacting us
- Check your spam folder for verification or password reset emails
- Make sure you are using the same email address you registered with
- Clear your browser cache if pages are not loading correctly
Payment & Withdrawal Queries
- Check our Payments page for processing times before assuming a delay
- Ensure your account is fully verified - unverified accounts cannot process withdrawals
- Confirm you have met any active bonus wagering requirements before withdrawing
- Have your transaction reference number ready when contacting support
Bonus Questions
- Check the Bonuses page for full terms on each individual offer
- Verify your bonus has not expired (casino bonuses valid 10 days; FS valid 7 days)
- Confirm you are within the £5 max bet rule when playing with an active bonus
- Check that the game you are playing contributes to wagering (see Bonus Terms table)
Technical & Game Issues
- Try refreshing the page or clearing your browser cache
- Switch to a different browser or try incognito mode
- Check your internet connection speed - live casino requires a stable connection
- Note the game name and round ID before contacting support about a disputed result
Responsible Gambling
Gambling should be a fun and controlled activity. If it stops feeling that way, we are here to help.
Tools Available at Pirate Pots
- Deposit limits - daily, weekly or monthly caps
- Bet and loss limits to control spending per session
- Session time limits and timeout reminders
- Cooling-off periods (24 hours to 6 weeks)
- Self-exclusion from the site (minimum 6 months)
- Account closure on request
To activate any of these tools, contact our support crew via live chat or email at support@pirate-pots.com. All requests are actioned promptly and taken seriously.
External Support Organisations
If you or someone you know is experiencing difficulty with gambling, the following organisations offer free and confidential support:
- GamCare - national charity providing free support, info and counselling on problem gambling.
- BeGambleAware - free advice and help to keep gambling safe and within your means.
- GamStop - free self-exclusion scheme covering all UK licensed gambling sites.
- Gamblers Anonymous - peer support groups for anyone with a gambling problem.
18+ only. Gambling involves risk. Never bet more than you can afford to lose. If gambling is causing you distress, please seek help immediately.
Support FAQs
You can reach the crew 24/7 via live chat (click the chat icon on any page) or by email at support@pirate-pots.com. Live chat is the fastest route for urgent queries. Email is best for anything requiring documentation or detailed explanation.
Yes. Both live chat and email support are available around the clock, every day of the year. There are no restricted hours. VIP members also have access to a dedicated account manager during agreed hours.
Support at Pirate Pots is available in English. Our crew can assist with all account, payment and game-related queries in English via both live chat and email.
Contact our support crew via live chat or email at support@pirate-pots.com to request self-exclusion. The minimum self-exclusion period is 6 months. During exclusion, your account is suspended and you will not receive any marketing communications. Self-exclusion requests are permanent for the chosen period and cannot be reversed early.
Yes. Deposit limits can be set at daily, weekly or monthly intervals. Contact support via live chat or email to request a limit. Limits to reduce your deposit cap are applied immediately. Requests to increase or remove a limit are subject to a 7-day cooling-off period before taking effect.
If you believe a game result was incorrect, note the game name, round ID (displayed in the game interface) and the time of play. Then contact our support crew via live chat or email with these details. Our team will investigate using the server-side game logs. All games are audited by certified third parties and results cannot be manually altered.
To raise a formal complaint, email support@pirate-pots.com with "Formal Complaint" in the subject line. Include your account details, a clear description of the issue and any supporting information. Our team will acknowledge your complaint within 24 hours and provide a full response within 5 business days. If you are not satisfied with the outcome, you may escalate the matter to the Anjouan Gaming Authority under licence ALSI-202502014-FI1.
Pirate Pots is operated by Green Champions Leader SRL, registered in Costa Rica (registration number 3-102-917157) at San José, Montes de Oca, San Pedro, Los Yoses, LY Center. The site holds an Anjouan gaming licence (ALSI-202502014-FI1). Payments are processed by Widoma Trading Co. Ltd, Cyprus (HE 468781).