Ways to Contact Sankra Support

Ways to contact us

Anyone playing at Sankra Online Casino can reach our team through two direct channels: live chat and email. Each one is built for a different kind of question, and knowing which to use saves time when an account or payment issue comes up.

• Live chat — the fastest way to speak with our team about an open account question, a login issue, or a general query while browsing the casino section.
• Email (support address) — the right channel for anything that needs documents attached, such as verification files or a detailed account query.
• Complaints email — a separate address used only once a first support contact has not resolved the issue, with outcomes generally given within 10 days.
• Finance department — reachable through the same support channels for questions on payment processing, though the finance team itself works set weekday hours.

Choosing the right channel for your question

Live chat is best suited to quick, immediate matters: trouble signing in, a question about how to use the account access page, or a general query that does not need supporting paperwork. Email, on the other hand, is the channel to use whenever a reply needs to include documents, screenshots, or a written record — for example, verification files requested during account checks.

Making a complaint

If a first contact through support email does not resolve the matter, the next step is a written complaint sent to our separate complaints address. We ask that the message include the account username, the full registered name, confirmation it was sent from the registered email, a subject line containing the word COMPLAINT along with the reason, a detailed summary, and the specific dates and times involved. These complaints are reviewed by our Complaints Resolution Committee, with an outcome generally provided within 10 days, extended for more complex cases. Full detail on this process is covered on our disputes page.

Because electronic correspondence is deemed received within 5 business days, it is worth allowing a short window after sending a message before following up again on the same matter.

Contact channels at a glance

The table below sets out what each channel is for and what applies to it.

In practice, this means a payment query sent over a weekend will wait for the finance department's next working window on Monday.

What to expect once you get in touch

Withdrawal requests are processed within 3 business days of the request and/or 3 business days after the previous withdrawal was paid, and our finance department only works 06:00-17:00 GMT, Monday to Friday. A withdrawal query raised on a Saturday, for instance, will only reach the finance team once that Monday window opens, so timing a message around those hours helps avoid unnecessary waiting.

For account verification, documents sent by email are usually reviewed within 10 days of full submission, though more complex cases can take longer. We ask for any requested documents within 30 days of the request, since an account can otherwise be closed. Details on what is required, and on deposit and withdrawal processing generally, are covered on our payments page.

Whichever channel is used, having the account username and registered email ready before starting the conversation helps our team locate the account quickly and move straight to resolving the question.