Customer Support Channels 📞
Matchbook provides support through live chat and an online contact form. Both channels connect players directly with trained advisers who handle account queries, betting questions, payment issues and technical troubleshooting.
Live chat is the fastest method for urgent matters. The service operates daily from 9am to 2am United Kingdom time, giving players 17 hours of real-time assistance each day. Chat sessions begin within minutes during standard hours.
The online contact form is available around the clock for non-urgent enquiries. Players log into their account, navigate to the help section and complete the form with their question. Responses typically arrive via email within 24 hours, often sooner during peak support hours.
Response Times
Live chat queries receive immediate attention during the 9am–2am window. Complex issues requiring escalation may take slightly longer but advisers provide updates throughout the process.
Form submissions are answered within one business day. Account verification questions, withdrawal requests and bonus queries follow the same timeframe. Players should check both their registered email address and the account message centre for replies.
Licensing and Regulatory Information
Matchbook operates under licences issued by the UK Gambling Commission (licence 39504) and the Alderney Gambling Control Commission. These regulators oversee all operations, ensuring fair play, secure transactions and responsible gambling standards.
Players who cannot resolve an issue through customer support have the right to escalate complaints to the licensing authorities. The UK Gambling Commission handles disputes for United Kingdom customers. Full regulatory details appear in the footer of every page.
For problem gambling support, contact BeGambleAware at 0808 8020 133 or reach out to GamCare. These independent organisations offer confidential advice and assistance free of charge.
Before You Contact Support
Check the help centre for instant answers to common questions about deposits, withdrawals, the £20 bet requirement for the £30 free bet offer, and app installation. Many issues resolve quickly through the FAQ section, saving time for both players and support staff as the platform continues serving customers in 2026.
