Complaints Procedure

We aim always to provide exceptional levels of customer service and absolute fairness to our players. We take complaints very seriously and our complaints procedure is rigorous and objective. We will try to resolve your concerns whenever possible.

Stage One

If you have any cause to complain about our website or services, please notify us as soon as possible (and within 6 months of the incident) by contacting our Customer Care Team on +44(0)1384 885045.
You can also write to us at:
In Touch Games Ltd, Fountain House, Great Cornbow, Halesowen, West Midlands, B63 3BL, England
Or email us at:
We will require the following details to log the complaint:
  • Your Mobile telephone number
  • Your Full name
  • Your Date of Birth
  • Your Full address and post code.
We will also require a security check to be completed at this stage.
Your full name and mobile telephone number should then be quoted in all correspondence with us relating to your complaint.

Stage Two

If your complaint cannot be resolved by talking to our Customer Care Team, we will escalate your complaint to a Team Leader. Our Team Leader will then investigate and advise you of the outcome. We aim to provide this within 48 hours.

Stage Three

If you remain unsatisfied, we can escalate the complaint through our internal processes, or you can email us at Complaints@Casino2020.co.uk.
Our complaints process will take no longer than 8 weeks from the date of your complaint, and we will provide you with updates within that time.
If you are not satisfied with our response within this period or the complaint remains unresolved, it will be escalated to our Complaints Team Manager, who will notify you of our final position in writing.
At this point you will then able to escalate your complaint to, our independent ‘Alternative Dispute Resolution’ service, IBAS, using the following details:
Address: PO BOX 62639, London, EC3P3AS, United Kingdom,
Email address: adjudication@ibas-uk.co.uk
Website: http://www.ibas-uk.co.uk
Phone: 020 7347 5883

Promotional Terms and Conditions

Section 7: Bonuses

Section 7a: General rules applicable to bonuses

We offer a number of opportunities for Players to qualify for bonus money which is added to a Player’s Bonus Credit Account. This includes, for new Players, the Introductory Free Spins, Deposit Activated Free Spins and the Deposit Match Bonus. Other bonuses are available from time to time. All bonuses can be used to win real money.

All bonuses will be subject to successful verification of your identity (Name, Address and Date of Birth). No bonuses can be used until the process is complete.

Bonuses will be added to your Bonus Credit Account. All bonuses are subject to the Bonus Wagering Requirement. Winnings arising out of Bonus Credit will also be credited to your Bonus Credit Account. Once your Bonus Credit Wagering Requirement Balance is £0, any remaining Bonus Credit will automatically be transferred as winnings to your Cashable Credit Account.

When you download a game with a free bonus attached, the bonus can be claimed only once. There will be no bonuses for subsequent downloads of the same game by you.

You will receive regular updates by text message advising you of bonuses received.

From time to time we may offer bonuses that, if not used, expire after a certain time period. Please note that if the bonus is not used within this time period, it will disappear from your Account.

If you sign up to a promotion offering a free bonus or free spins without the need to make a deposit, the maximum withdrawal that you can make is £100 on Casino 2020 if you are a UK Player and £100/ 100 euros/ $100 or other currency equivalent if you are a non-UK Player. This withdrawal limit is throughout the lifetime of your respective account for funds won from these promotions.

Full T&Cs for Casino Bonuses

Terms & Conditions
Licensed and regulated by the UK Gambling Commission
License number : 000-002091-R-104264-029

Promotional Terms and Conditions

Section 7: Bonuses

Section 7a: General rules applicable to bonuses

We offer a number of opportunities for Players to qualify for bonus money which is added to a Player’s Bonus Credit Account. This includes, for new Players, the Introductory Free Spins, Deposit Activated Free Spins and the Deposit Match Bonus. Other bonuses are available from time to time. All bonuses can be used to win real money.

All bonuses will be subject to successful verification of your identity (Name, Address and Date of Birth). No bonuses can be used until the process is complete.

Bonuses will be added to your Bonus Credit Account. All bonuses are subject to the Bonus Wagering Requirement. Winnings arising out of Bonus Credit will also be credited to your Bonus Credit Account. Once your Bonus Credit Wagering Requirement Balance is £0, any remaining Bonus Credit will automatically be transferred as winnings to your Cashable Credit Account.

When you download a game with a free bonus attached, the bonus can be claimed only once. There will be no bonuses for subsequent downloads of the same game by you.

You will receive regular updates by text message advising you of bonuses received.

From time to time we may offer bonuses that, if not used, expire after a certain time period. Please note that if the bonus is not used within this time period, it will disappear from your Account.

If you sign up to a promotion offering a free bonus or free spins without the need to make a deposit, the maximum withdrawal that you can make is £100 on Casino 2020 if you are a UK Player and £100/ 100 euros/ $100 or other currency equivalent if you are a non-UK Player. This withdrawal limit is throughout the lifetime of your respective account for funds won from these promotions.

Full T&Cs for Casino Bonuses

Terms & Conditions
Licensed and regulated by the UK Gambling Commission
License number : 000-002091-R-104264-029