Contact Our Support Team
Our support desk works round the clock, every day of the year. Below you will find every channel, the exact response windows and what to prepare before you get in touch so we can solve your query on the first reply.
How You Can Reach Us
Live chat
Open the chat window from the speech bubble in the bottom-right corner of any page on hiddenjack.uk.com. The queue is staffed 24/7, and a typical wait is under two minutes. Live chat is the fastest route for anything urgent, such as a stuck deposit or a withdrawal you want to check.
Write to [email protected] for anything that needs detail, screenshots or documents. We reply within 2 hours on average and always within 24 hours. Attach your account ID in the subject line, for example "Account 48213, withdrawal query", so your message routes to the right desk straight away.
Channel overview
| Channel | Hours | Typical response |
|---|---|---|
| Live chat | 24/7 | Under 2 minutes |
| Email [email protected] | 24/7 inbox | Within 2 hours, max 24 hours |
| Formal post | Business days | Within 5 working days |
What We Can Help With
Everyday queries
Most tickets fall into five groups, and our agents are trained on all of them. Here is what we handle and what we need from you to speed things up.
- Accounts and KYC: photo ID, proof of address or payment method verification stuck in review. Our KYC desk processes documents within 24 to 48 hours.
- Deposits: the minimum is £10, and we take Visa Debit, Mastercard Debit, Trustly, Paysafecard, Apple Pay, Skrill, Neteller, MiFinity, Jeton and Google Pay. If a payment has not landed, send us the transaction reference.
- Withdrawals: minimum £10, up to £5,000 per day, with no fees from our side. E-wallets clear within 0 to 24 hours; cards and bank transfer take 1 to 3 business days.
- Bonuses: the welcome offer (100% up to £100 plus 50 free spins on Book of Dead with code HIDDEN100, 35x wagering, 7-day validity), weekly cashback up to 10%, weekend reloads, tournaments and monthly prize draws.
- Technical problems: a game that will not load, a session that drops or a mobile issue. We support the mobile-optimised HTML5 site on iOS and Android browsers; we have no dedicated app.
Responsible gambling
If you want to set deposit limits, loss limits, session reminders, a time-out or full self-exclusion via GAMSTOP, tell any agent the word "limit" and your request is actioned the same day. We also pass on contacts for GamCare and BeGambleAware. These requests always take priority over standard tickets.
Check These Before You Write
Three quick self-checks
Half of all tickets are resolved by a ten-second check. Before you contact us, run through this short list; if you still need help afterwards, your message will reach us with everything attached and we can answer in one reply.
- FAQ page: open the Help Centre link in the site footer. Bonus wagering, verification steps and payment timings are documented there.
- KYC status: your profile shows the verification stage of your documents. If it reads "in review", we are already processing within the 24 to 48 hour window and no extra ticket is needed.
- Transaction history: check the cashier before asking about a payment. Pending withdrawals and processing times appear there in real time, including the 0 to 24 hour e-wallet window.
Details that speed up a reply
When you do write, include your account ID, the date and approximate time of the issue, and a screenshot if something looks wrong on screen. One clear message beats a chain of short ones, and it lets our agents answer on the first pass rather than ask follow-up questions.
Our Registered Office
Formal correspondence
For postal mail, legal notices or formal complaints, write to Hiddenjack Gaming Ltd, registered in Malta and licensed by the Malta Gaming Authority under number MGA/B2C/892/2024. Mark the envelope "Customer Care" so it reaches the right desk without delay. Postal replies take up to 5 working days from receipt.
If your query is about a complaint that chat or email could not resolve, state your case reference in the letter and our complaints handler will review the full ticket history before responding.
Press and Business Enquiries
Partners desk
Media, affiliate and partnership requests are handled by a separate inbox so editorial and commercial mail never clogs the player support queue. Email [email protected] with "Media", "Affiliate" or "Partnership" in the subject line and the commercial team replies within two business days. Player queries sent to this address are redirected to support, so keep account issues on the main support channel.
Frequently asked questions
How fast does the live chat reply?
The chat window is staffed 24/7 and a typical wait is under two minutes.
Which email address should I use?
Send all player queries to [email protected]. We reply within 2 hours on average and always within 24 hours.
Do you have a phone line?
No. We run support through live chat and email only, which lets us keep every conversation documented and traceable.
How long does KYC verification take?
Our KYC desk processes photo ID, proof of address and payment method documents within 24 to 48 hours.
Can I contact you about self-exclusion?
Yes. Tell any agent you want a limit or self-exclusion via GAMSTOP and the request is actioned the same day.