Email Us

Version of 25 September 2026

The editors of Velwins Casino UK answer all messages by email. There is no phone line, no contact form and no live chat on this site, which keeps every conversation in writing and easy to refer back to.

To reach us, write to the editors. A real person reads every message, and the notes below will help you get a useful answer the first time.

1. Before you write

It helps to know what kind of site this is. Velwins Casino UK is an independent review of Velwins Casino. We are not the casino, we do not work for Fortuna Games N.V., and we have no way into anyone's player account.

If your question is about your own balance, a payment or verification, the fastest route is Velwins's live chat inside the casino. You can reach the casino through our outbound link and open the chat from the help button once logged in.

2. What to include

Short messages are welcome. Specific ones are answered faster. Wherever it applies, please add the following.

• The page you are writing about, for example the main guide or the casino page, and the heading nearest the problem.
• The exact sentence or figure in question, copied or quoted.
• What you think is correct and where you saw it, such as a line in the casino's terms or a message from support.
• A screenshot if you have one, with any personal details cropped or blurred.
• The date you noticed the issue, since casino terms can change from week to week.

A good subject line

Starting the subject with a single word such as "Correction", "Question", "Privacy" or "Partnership" lets us route the message quickly. It is not compulsory, just handy. Here are a few that work well.

Plain words beat clever ones. A subject that names the page and the topic saves a round of follow-up questions.

Reporting a link that behaves oddly

If a link on this site opens the wrong page, shows an error or lands somewhere unexpected, tell us which button or link you pressed, which device and browser you were using, and roughly what time it happened. Outbound links can be affected by the casino's own maintenance, so the time helps us tell a fault on our side from a short outage on theirs.

3. Reply times by topic

We work normal UK office hours on weekdays. The times below are what we aim for, counted in working days from when your message arrives.

If a message raises something urgent about your wellbeing, please don't wait for us. The National Gambling Helpline costs nothing to call, answers day and night on 0808 8020 133, and can help straight away.

4. What we can help with

Things we are glad to handle

• Mistakes in our pages, however small. A misspelt game title matters to us too.
• Questions about how we reached a conclusion in the review.
• Explaining where a term or a condition appears in the casino's rules, so you can read it yourself.
• Pointing you to the right place when an issue sits with the casino or its regulator.
• Requests about personal data this website itself holds.

Things we can't do

• Act for you in a dispute or negotiate with the casino on your behalf.
• Promise that a bonus, method or limit will be available to you.
• Give legal or financial advice.
• Remove honest criticism because a reader, or the operator, would prefer it gone.

5. Complaints about the casino

Because Velwins Casino is licensed by the Curaçao Gaming Authority and not by the UK Gambling Commission, British complaint routes such as UK alternative dispute resolution services do not apply. The path runs through the casino first and then through its regulator.

1. Start with live chat. Explain the problem, ask for a reference number and save a copy of the conversation.
2. Put it in writing. If chat can't resolve it, ask how to raise a formal complaint and send one by email, keeping dates, amounts and screenshots together.
3. Allow a reasonable response time. The casino's terms set out how long it has to reply; note when that period ends.
4. Escalate to the regulator. If the answer is unsatisfactory or never arrives, the complaint can go to the Curaçao Gaming Authority, which licenses Fortuna Games N.V..

Feel free to copy us in or tell us how it went. We don't take sides in individual cases, but a pattern of similar reports can change what we write about the casino, and readers deserve to know about it.

6. Privacy requests

This site holds very little about visitors, and nothing from your casino account. If you want to know what we keep, ask for a correction or request deletion, email us with "Privacy" in the subject. We may ask a question or two to make sure the request really comes from you.

The full details, including what we log when you visit and how long it is kept, are in Privacy Information and Cookie Information. Data held by the casino is a matter for Fortuna Games N.V., so requests about it should go to the casino directly.

7. Corrections

We would much rather hear about a mistake than leave it online. When a report checks out, we fix the page, update its date and, if the change affects a recommendation, say so on the page. When we believe the original text is right, we reply with the source we used so you can judge for yourself. Our wider editorial approach is described on About This Site.

How a report is sorted

Each report is logged against the page and the section it concerns. The editor checks the casino's current terms, looks at the test account where that helps, and then places the report in one of four groups.

• Wrong: the sentence is fixed, the page date moves forward and you get a reply saying exactly what changed.
• Out of date: the page is refreshed with the current terms, and related sentences elsewhere on the site are checked at the same time.
• Accurate: nothing changes, and you receive the clause or screen we relied on.
• Unclear: sometimes the facts are right but the wording invites a misreading. Those sentences get rewritten too, with our thanks.

Credit is optional. Some readers like a mention; most prefer to stay anonymous, and anonymity is the default.

8. What happens to your message

Every email lands in a shared editorial inbox rather than with one person, so holidays and sick days don't leave messages sitting unread.

1. An editor reads it, tags it by topic and checks whether anything in it is urgent.
2. Corrections go to whoever last checked that part of the page, who compares your report with the casino's current terms.
3. You get a reply either with the answer or, if the check needs longer, a note saying so and when to expect more.
4. Once the matter is closed, we keep the thread only as long as it is useful for the page it concerns, as described in our privacy document.

We don't add correspondents to mailing lists, share addresses with the casino or use your message for marketing. If you would like us to quote a helpful report when we update a page, we will ask first and credit you only if you say yes.

After you press send

Nothing automated replies on our behalf, so the first answer you receive comes from an editor, within the times in the table above. Some checks need longer, for example a withdrawal timing that calls for a fresh test, and in that case you will hear so rather than meet silence.

Replies come from the same editorial address you wrote to. Adding it to your contacts makes it less likely that our answer lands in junk mail.

9. Press and partnership requests

Journalists, researchers and other publishers are welcome to get in touch. Put "Press" or "Partnership" at the start of the subject so the message reaches the right editor.

For journalists

Tell us your publication, your deadline and the question you would like answered. We can explain how we tested Velwins Casino and what we found, but we cannot speak for the casino or for Fortuna Games N.V.. Questions about the operator's own policies are best put to the operator.

Quoting our findings

Short quotations from the review are welcome, provided you link back to the page and mention the date it was last checked. Please present our test results as ours rather than as figures from the casino, since the two can differ.

Longer extracts, translations or republication of whole sections need permission first. Ask by email and say where the material will appear.

For commercial proposals

• Proposals are read by an editor, and the test is simple: would the result help readers?
• Paid reviews, paid scores and guest posts written to order are declined.
• Offers to soften or remove criticism in exchange for anything are declined as well.

Business enquiries take longer to answer than reader messages, as the reply table shows. Readers come first.

10. Accessibility requests

This site should work for everyone who reads it, including people using screen readers, keyboard-only browsing, magnification or high-contrast settings. When something gets in the way, we want to know.

• Describe what you were trying to do and where it went wrong, such as a table that reads aloud out of order or text that is hard to see.
• Mention the device, browser and any assistive technology you use, with version numbers if you know them.
• Say how you would like our reply, for instance plain text with no attachments.

Screenshots help here as well, particularly of anything that overlaps, vanishes or cannot be reached with the keyboard.

Accessibility reports get the same priority as factual corrections. While a fix is under way, we can also send the information you were looking for in a format that suits you.

11. Formal notices and other details

Postal address

We don't publish a postal address. If you need one for a formal or legal notice, ask for it by email and we will send it to you.

Language and tone

Please write in English. We answer politely and expect the same; abusive messages are not answered.

If you don't hear back

Spam filters occasionally catch genuine mail. If a week passes without a reply, check your junk folder and then send a short follow-up with the original message quoted underneath. It will get to us.

Using the site in general is covered by Using This Site, and our safer gambling guidance is on Play Within Limits. Thank you for taking the time to get in touch.