Contact Us

This page explains how to get in touch with Non Gamstop Casinos at hourglassgames.co.uk, what we can and can't help with, and where to go if your question is really for a casino or a support charity. We are an independent information site, not a casino, so we don't hold accounts, take deposits or process withdrawals.

What we can help with

Most messages we receive fall into a few groups. Knowing which one yours belongs to will save you time.

• Corrections: you've spotted an out-of-date bonus, a wrong figure or a broken explanation in one of our guides.
• Questions about our reviews: you'd like to know how we reached a rating or where a claim came from.
• Feedback: something was unclear, missing or hard to use on your phone.
• Business enquiries: partnership or press questions.
• Reporting a concern: you believe a listed operator's terms have changed or are misleading.

What we can't do

We aren't able to resolve disputes with any casino. We don't hold your account details, can't release a withdrawal, can't reverse a deposit and can't tell you whether a particular payout will be approved. We also can't lift a GAMSTOP exclusion or give legal or financial advice.

If you have a problem with a casino, use these steps:

1. Gather your account email, transaction dates and screenshots of the terms you relied on.
2. Contact the casino's own support first, in writing so there is a record.
3. Use the operator's formal complaints procedure if support doesn't resolve it.
4. If the operator names a dispute resolution body or regulator, take it there.

Be aware that casinos outside the UK Gambling Commission system may offer fewer routes for complaints than UK-licensed ones. Our Terms and Conditions explain how we treat the information on this site.

How to send us a useful message

You'll find our contact details in the site footer and any contact form linked from this page. A clear message is easier to act on, so please include:

• The page address or the name of the casino you're asking about.
• What you read, and what you believe is wrong or unclear.
• Any source, such as a screenshot of the casino's terms with the date you saw it.
• A way to reply to you.

Please don't send passwords, card numbers or full identity documents. We'll never ask for them.

What happens to corrections

Bonus terms change often, so offers shown on our pages are the operators' own advertising. Headline figures such as welcome packages and free spins usually come with wagering requirements, expiry dates, maximum bet rules and cashout limits, and you should read them on the casino's site before depositing. When you tell us something is out of date, we check it against the operator's published terms and update the page where the evidence supports it. We can't promise a reply time, and we may not answer messages that are abusive or unrelated to the site.

Questions about our rankings and independence

The publisher may earn commission if you join an operator through links on this site. Commission doesn't buy position: ratings are editorial assessments, not customer-review scores. You can read more about who we are on About Us, or browse our main non GamStop casino comparison. Writing to us won't change a rating, and we don't accept requests to remove accurate criticism.

Where to get gambling support

If gambling is causing you stress, harm or money worries, please speak to someone independent. GamCare runs a free, confidential National Gambling Helpline on 0808 8020 133 and offers online chat. GAMSTOP is the free UK self-exclusion service for licensed operators, and tools like deposit and loss limits, and gambling blocking software, can add extra protection. Gambling should never be treated as income or as a way to solve debt.

Our Responsible Gambling page explains these tools in more detail. This site is for adults aged 18 and over.

Quick guide: who to contact