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Contact And Support For Jazz Casino (UK Players)

This contact page explains how players in the United Kingdom can get in touch with the customer support team for Jazz Casino as presented on casinojazz.bet. It sets out the available contact channels, expected response times, how to raise complaints, and important regulatory information. Jazz Casino is operated offshore under a Curacao eGaming licence and is not licensed by the UK Gambling Commission (UKGC). This means that UK-specific protections, such as UKGC-approved dispute resolution services and GamStop, are not available. By using the contact options on this page, you can seek help with your account, payments, bonuses, and responsible gambling queries, while understanding the particular legal and regulatory context that applies as of 2025.

Who Should Use This Contact Page

  • UK players of Jazz Casino: This page applies to customers accessing the Jazz Casino brand via casinojazz.bet from the United Kingdom.
  • Account and technical support: Use these contact options for help with registration, login issues, deposits, withdrawals, bonus questions, and game-related technical problems.
  • Responsible gambling and account limits: You may contact support to request deposit limits, temporary breaks, or permanent account closure in line with Jazz Casino's responsible gambling policy.
  • Complaints and service concerns: If you are dissatisfied with any aspect of the service, you can use the same contact channels to submit a formal complaint, which will be handled under the internal complaints procedure described below.
  • Regulatory or licence questions: General questions about licensing, player protections, or the offshore nature of the service may also be submitted through this form, although regulatory complaints must ultimately be addressed to the Curacao licence holder as explained later.

How To Contact Customer Support

You can contact the support team for Jazz Casino quickly and securely using the on-site contact form set out below. Where available, you may also use live chat or telephone support from within your player account on casinojazz.bet. The team operates 24/7 in English, aiming to resolve straightforward operational questions as quickly as possible. When using the contact form, please provide accurate and complete information so that your request can be verified and handled efficiently. Do not include full payment card numbers, passwords, or other highly sensitive information in the message field; if more detailed verification is required, the support team will guide you through the secure Know Your Customer (KYC) process described in the Terms and Conditions and Privacy Policy.

If you need assistance, feel free to reach out through our contact form. Provide your name, email address, and a brief description of your request, and our team will get back to you promptly.

We aim to reply to all inquiries within one business day. For faster support, you can use our live chat feature or call us directly. Our team is available 24/7 to ensure your questions are addressed without delay.

Information You Should Include In Your Message

  • Identification details: Include your full name, the username or account ID you use on casinojazz.bet, and the country you are contacting from (United Kingdom). This helps support locate your account safely.
  • Relevant transaction information: For payment or bonus issues, provide approximate dates, amounts, payment method used, and any reference numbers shown in your account history or on your bank or crypto wallet statement.
  • Clear description of the issue: Explain what happened, what you expected to happen, and any error messages you saw. If your query concerns a specific game, include the game name and, if available, the round or ticket number.
  • Supporting documents: If the team requests documents for verification (such as a passport, driver's licence, or utility bill), send them only through secure channels as instructed by support, in line with the KYC and AML requirements described in the Terms and Conditions.
  • Preferred outcome: If you are lodging a complaint, state what you consider to be a fair resolution. This assists the team in assessing your case and responding in a structured way.

Response Times And Service Levels (As Of 2025)

The support team aims to acknowledge and respond to most standard queries within one business day, although complex issues can take longer to fully investigate. Live chat, where available through your account on casinojazz.bet, is generally the fastest method for urgent matters, including login problems and time-sensitive payment questions. Telephone support, if offered in your region, may be used for real-time assistance but may not always be available in the UK due to telecom or payment provider restrictions. All contact methods operate on a 24/7 basis, but response times can be affected by verification checks, public holidays, or external payment processing delays. As of 2025, the operator may also request additional information or documents before finalising certain decisions, especially those involving withdrawals, chargebacks, or alleged bonus abuse. You will be informed if further steps are required and, where possible, given an estimated timeframe for resolution.

Complaints And Dispute Resolution Procedure

  1. Step 1 - Initial contact with support: If you have a complaint or dispute, first contact customer support using the contact form, live chat, or in-account messaging on casinojazz.bet. Clearly mark your message as a "Complaint" and provide all relevant details and evidence.
  2. Step 2 - Internal review and escalation: Your complaint will be reviewed by the support team and, where appropriate, escalated to a supervisor or the relevant department (for example, payments, risk, or security). The operator will aim to provide a reasoned response in writing as soon as reasonably possible, usually within a few business days depending on complexity.
  3. Step 3 - Final position from the operator: After completing its investigation, the operator will issue a final response explaining its decision and the reasons behind it. If more time is required, you will be informed and updated periodically.
  4. Step 4 - External regulatory complaint (Curacao): Jazz Casino operates under a Curacao eGaming licence. If, after receiving the final position, you remain dissatisfied, you may raise a complaint with the licence supervisor identified in the licence documentation. For Jazz Casino, this may include Antillephone N.V. under licence number 8048/JAZ, with further information available via the validator link: https://validator.antillephone.com/validate?domain=jazzsports.ag.
  5. Important UK note: Because Jazz Casino is not licensed by the UK Gambling Commission, you do not have access to the UKGC dispute resolution framework or to an approved UK Alternative Dispute Resolution (ADR) provider. Any external complaint will follow the procedures set by the Curacao licence holder instead.

Regional Compliance Note: Your use of the contact channels and the complaints process does not create any right to UK regulatory remedies or UK Ombudsman services, as the operator is regulated in Curacao and not in the United Kingdom.

Data Protection And Privacy When You Contact Us

  • Privacy Policy: Personal data submitted through the contact form is processed in accordance with the Jazz Casino Privacy Policy, available at https://jazzcasino.com/privacy. You should review this policy carefully before submitting any information.
  • Data storage locations: According to the Privacy Policy, player data and support correspondence may be stored and processed on servers located in Costa Rica and Curacao. This involves the transfer of your personal data outside the United Kingdom and the European Economic Area.
  • Legal basis and UK data protection laws: When you contact support, your data is processed for purposes such as answering your query, fulfilling contractual obligations related to your account, and complying with anti-money laundering (AML) and Know Your Customer (KYC) requirements. UK data protection laws (including UK GDPR and the Data Protection Act 2018) may apply to the processing of your data as a UK resident, even though the operator is offshore.
  • Your data protection rights: Subject to applicable law and the Privacy Policy, you may have rights to access your personal data, request correction of inaccuracies, object to certain processing, and request deletion or restriction of processing where appropriate. Requests to exercise these rights should be submitted via the contact form or other contact details set out in the Privacy Policy.
  • Security and retention: The operator applies technical and organisational measures to protect your data, but no system is completely risk-free. Support communications and verification documents may be retained for the period necessary to handle your query, comply with legal obligations, and maintain transaction records, which can extend for several years in line with AML and regulatory requirements as of 2025.

KYC, AML, And Verification-Related Contacts

In some circumstances, especially before processing withdrawals or when unusual account activity is detected, the support or compliance team may request additional documents to verify your identity and the source of funds. As described in the operator's policies, this can include a government-issued ID (for example, passport or driver's licence), a recent utility bill dated within the last three months, and, for card users, photographs of the front and back of the payment card with certain digits concealed. These requests are made to comply with anti-money laundering (AML) and Know Your Customer (KYC) obligations under the Curacao licence framework and relevant international standards. When responding to such requests, always follow the instructions given by the team and never send unsolicited confidential documents through insecure channels. If you have concerns about a verification request, you can ask support to confirm the legitimacy of the request and provide further explanation before sending any documents.

Important Information For UK Players (Non-UKGC, Non-GamStop)

  • Offshore operation: Jazz Casino, as offered through casinojazz.bet, is operated by Jazz Business Solutions B.V., a company registered in Curacao, and functions as an offshore casino accepting UK players.
  • No UKGC licence: The brand is not licensed by the UK Gambling Commission. Instead, it operates under a Curacao eGaming licence (including licence number 8048/JAZ, and a claimed master licence 365/JAZ, which may require clarification).
  • Non-GamStop status: Jazz Casino does not participate in the UK GamStop self-exclusion scheme. If you rely on GamStop or other UK-specific self-exclusion tools, they will not automatically apply to your account here.
  • Responsible gambling resources: The Responsible Gaming page at https://jazzcasino.com/responsible-gaming provides general information and links to international organisations (such as Gamblers Anonymous). It may not list UK-specific charities or treatment providers, so UK players should consider additional domestic support services.
  • Payments and banking risks: As the UK government continues tightening rules on offshore gambling payments, UK banks and payment processors may increasingly block transactions to or from offshore operators. Accessing your account may, over time, rely more heavily on alternative methods such as approved e-wallets or cryptocurrencies, which carry their own risks and volatility.

Regulatory And Licensing Information Relevant To Contacts

Jazz Casino is described as operating under the Curacao eGaming framework, including licence number 8048/JAZ, supervised by Antillephone N.V., with licensing and regulatory oversight based in Curacao rather than in the United Kingdom. A claimed master licence 365/JAZ is also referenced in some materials and may require confirmation from the operator or the regulator. When you contact support regarding regulatory matters, you should be aware that internal decisions are made under Curacao's regulatory system and the operator's Terms and Conditions available at https://jazzcasino.com/rules, rather than under the UKGC rulebook. For bonus-related queries, the applicable rules are set out at https://jazzcasino.com/bonuses, where rollover is typically calculated on the Deposit + Bonus amount. Any questions about how these rules apply to your account may be raised through this contact page. As of 2025, upcoming changes to Curacao legislation (including LOK reforms) may strengthen KYC requirements and affect processing times, especially for crypto payouts, which may influence how your support requests are handled.

Final Note (2025): This contact information and the associated legal and regulatory explanations reflect the status of Jazz Casino on casinojazz.bet as of 2025. Before submitting a query, complaint, or document, you should always review the latest Terms and Conditions, Bonus Rules, Privacy Policy, and Responsible Gaming information on the official sites linked above, as these documents may be updated over time to reflect legal, regulatory, or operational changes.