The live chat is staffed in English, without a break, including at night and on Sundays. You will find here the routes through to the team and the time each one takes, the documents to supply at the verification stage, the safeguards you can set from your account, and what is worth knowing about the most common requests.
Each situation has its channel: the choice depends mainly on how urgent the matter is, and on whether files need attaching. The times given match what we recorded while dealing with the operator.
Open at all times, weekends and bank holidays included, with a team that answers in English. Expect one to two minutes of waiting during the day, five to ten at busy hours, on Friday evening and Saturday. Keep it for urgent matters: a deposit that has not reached the balance, an offer that will not activate, a withdrawal held up.
Use our contact form, from the address registered on your account. This is the right route for attachments: verification documents, a bank statement, a screenshot. Allow two to twelve hours for a first reply, longer when a case goes up to the compliance team.
Articles you can read without logging in: wagering rules, cashier limits, account settings, how the sportsbook works. An immediate answer, and the place to start before opening a chat for any general question.
This check happens once only, at the point where you request your money for the first time. As long as no withdrawal is requested, the account runs without a single file being sent. Gathering the three documents in advance avoids adding two or three days to that first payment, since a blurred document always goes back for correction.
Photograph your identity card, passport or driving licence in colour, on both sides, with all four corners in frame and the text perfectly sharp.
An energy, water or fixed broadband bill, a rent statement, or a council tax letter. The name and address must match exactly what your account holds.
A screenshot of the e-wallet, a bank statement as a PDF, or a photo of a card showing only the last four digits, with the security code covered.
Gambling is entertainment, funded from a leisure budget and nothing else. Alebora gathers these settings in your account, under the section given over to limits. Any setting that narrows your exposure takes effect immediately; one that widens it waits out a cooling-off period, long enough for a decision taken in the heat of the moment to settle.
Playing to win back a loss, borrowing in order to stake, hiding your sessions from the people around you: each is a signal calling for a break and for a word with someone outside. BeGambleAware runs the National Gambling Helpline on 0808 8020 133, free and confidential, open at any hour of the day or night, and GamCare offers live chat, group sessions and one-to-one treatment across the country.
These safeguards are no substitute for real support. In case of doubt, self-exclusion remains the most solid measure: it locks access for the whole period chosen, with no way back before it expires, and no marketing reaches you while it runs. When the fun stops, stop. 18+ BeGambleAware.org
Once an account is open, the live chat can be launched from any page, in English and at any hour, with the full history of your exchanges in front of you.
Go to the sign-up pageOne screen is enough: your email address, a password, pounds sterling as the currency and your date of birth. One player, one household and one IP address are entitled to a single registration. The account that results opens the reels, the filmed tables and the sports fixtures, which all share the same balance.
From the login page, start the recovery procedure. An email reaches the address attached to the account in about two minutes, and it expires sixty minutes later. If nothing arrives after ten minutes, look in your junk folder, then ask support to send it again.
Cards, e-wallets and cryptocurrencies credit the balance on the spot; only bank transfer takes 1 working day, 3 at most. If your statement shows a debit with nothing on the account, send the transaction reference to the team: the correction is made manually, usually the same day.
Count the internal review first, 24 hours at the outside. Then comes the transfer: within 1 hour for cryptocurrencies and e-wallets, 1 working day and 3 at most on a card, 2 working days and 5 at most for a bank transfer. The allowances themselves stay capped at £5,000 over seven rolling days, then £15,000 over the month.
Ask our advisers, on live chat or through our contact form, from the address attached to the account. Any balance still held is paid back to you before closure, after the document check where that is still outstanding. Once actioned, the step is irreversible and the account cannot be reopened.
Phone number, postal address and contact preferences can be changed freely from your account area. Name, date of birth, currency and email address, by contrast, call for a written request with supporting evidence, so that nobody can take control of the account.