Help centre
Choose the route that matches your question, prepare the details our team will need, and learn what to do if your account or money may be at risk.
Start here
Use the most specific channel available so your message reaches the right team. The details below are the published contact routes for Rivo Casino. Do not send personal or financial information through an unverified address or link.
General support
support@rivocasino.org.uk
For login, verification, deposits, withdrawals, games, bonuses and routine account questions. Live-chat availability and operating hours must also be confirmed by the operator before they are advertised.
Privacy
privacy@rivocasino.org.uk
Use this route for access, correction, deletion, restriction, objection, portability or other data-protection questions. Read the Privacy Policy before submitting a request.
Complaints
complaints@rivocasino.org.uk
Use this address when normal support has not resolved a dispute, or when you want the matter recorded as a formal complaint. Include any earlier case reference so the history can be reviewed.
Telephone
+44 20 7946 0958
Telephone support is available during published service hours. Never call a number found in an unsolicited message or search advert; use only the number published on this page.
Registered correspondence
Hamchako, Mutsamudu, Anjouan, Union of the Comoros
Postal correspondence may take longer to reach the appropriate team. Keep a copy and proof of sending. Do not post original identity documents, payment cards, passwords or recovery codes.
A clear first message reduces avoidable follow-up. State the problem in one sentence, explain what you expected to happen and describe what actually happened. Add your username and registered email address, but share only the minimum personal information needed to locate the account.
Never provide a password, one-time passcode, full payment-card number, card security code, private wallet key or remote access to your device. A genuine support process should not require those secrets. Identity checks may require documents through an approved secure upload route; wait for verified instructions rather than attaching sensitive files to an unconfirmed address.
The table helps you choose a destination and prepare useful evidence. Avoid sending the same request to several channels at once, because duplicate cases can make the history harder to follow.
| Issue | Route | Useful details |
|---|---|---|
| Account access or verification | Customer support | Username, registered email, error message and the step where you became stuck. |
| Suspected fraud or account takeover | Customer support — mark as urgent | What changed, when you noticed it and any unfamiliar transaction references. |
| Deposit, withdrawal or balance | Customer support | Transaction reference, method, amount, currency, date and current status. |
| Bonus, free spins or promotion | Customer support | Promotion name, opt-in date, relevant game or bet and a copy of the displayed terms. |
| Personal data or privacy rights | Privacy contact | The right you wish to exercise and enough detail to locate the relevant information. |
| Formal complaint | Complaints contact | Earlier support reference, desired resolution, key dates and supporting evidence. |
Check spelling, caps lock and whether you are using the email registered to the account. Do not create a second account to bypass a login or verification problem. If verification is pending, ask which requirement remains outstanding and use only the approved document-upload route. Support may need to verify identity before discussing account-specific information.
First check the cashier status and your payment provider's record. Note the amount, currency, method and transaction reference. A pending item is not necessarily a failed item, so avoid repeatedly submitting the same payment. Ask support what information is missing and whether any verification or account restriction affects the request.
Save the offer name and the terms shown when you opted in. Include wagering progress, eligible game or market, stake and expiry information relevant to the question. Do not keep wagering merely to test whether a bonus will update. Review the bonus guide and applicable terms before contacting support.
If you want a limit, time-out, self-exclusion or account closure for gambling-safety reasons, say so plainly and stop gambling while the request is handled. Do not frame an urgent safety request as a general question. Visit the Responsible Gambling page for available tools and independent support information.
We aim to acknowledge messages promptly, but response times depend on the subject, required identity checks, payment-provider information and case complexity. After contacting support, keep the acknowledgement or reference number and reply within the same thread. If more evidence is requested, confirm that the request came through a verified channel and provide only what is necessary.
If you have not received an acknowledgement, check spam or junk folders and confirm that your contact details are correct before resending. A concise follow-up should quote the original reference and mention material new information. Safety concerns, suspected fraud and active account compromise should be labelled clearly; that label communicates urgency but does not guarantee a particular response time.
Start with customer support unless the matter is already a formal complaint. Explain the facts, the relevant rule or transaction, steps already taken and the resolution sought. If the first response does not resolve the issue, ask for the complaint to be escalated under the operator's complaints procedure and retain the final response.
If internal escalation is exhausted and the dispute is eligible, you may refer the matter to the operator's alternative dispute-resolution provider: Anjouan Gaming Commission Dispute Resolution Unit. Eligibility rules, time limits and the submission route are set out in the operator's complaints procedure.
Play responsibly. Gambling should be fun, never a way to make money. Set limits, take breaks, and get help if it stops feeling like a game.
