Contact Us
Reaching the Casushi support team is straightforward, whether a question concerns an account, a payment, or a promotion. The casino operates under the UK Gambling Commission licence number 100050-R-341529-001, and the operator - Solaya Group Limited - maintains clear and accessible contact channels for all registered players. This page outlines the available ways to get in touch, typical response times, and what to expect when raising a concern.
How to Reach Casushi Support
Casushi provides two primary contact methods for UK players: live chat and email. Both channels are managed by the same support team, and the experience is the same whether a query is simple or more complex.
Live Chat
Live chat is available seven days a week, between 09:00 and 18:30. This is the fastest route for most questions - account access issues, bonus queries, or cashier questions can typically be resolved within a single session. The chat window is accessible directly from within the casino interface once logged in. Outside of live chat hours, leaving a message or switching to email is advisable.
Email Support
For matters that require a written record, or for queries outside of chat hours, players can contact the team at support@casushi.com. The target response time is within 24 hours. Email is particularly useful for account verification queries, source of funds requests, or situations that require attaching documents. Replies are sent to the registered email address on the account.
What to Include in a Support Request
To avoid back-and-forth delays, it helps to include the following when getting in touch:
- Full registered name and username
- The email address linked to the Casushi account
- A clear description of the issue, including any relevant dates or transaction references
- Screenshots or supporting documents where applicable, especially for payment disputes or verification queries
Providing this information upfront generally speeds up resolution, particularly for payment-related or identity-check matters.
Complaints and Dispute Resolution
If an issue is not resolved satisfactorily through standard support, Casushi has a formal complaints process in place. Initial complaints are typically handled within 1 to 2 working days. The maximum internal handling period is 8 weeks, in line with UK Gambling Commission requirements.
Should a complaint remain unresolved after the internal process, players may refer the matter to IBAS - the Independent Betting Adjudication Service - which acts as the alternative dispute resolution provider for the casino. IBAS is free to use for players and provides an independent review of unresolved disputes.
For general account and licence queries, Casushi operates under UKGC account reference 100050. The registered operator, Solaya Group Limited, is based at Finsbury House, 32 Line Wall Road, Gibraltar, GX11 1AA.
Responsible Gambling Support
Players who need to discuss responsible gambling tools - such as deposit limits, time-outs, or self-exclusion - can raise these directly through live chat or email. Casushi supports GAMSTOP, and staff can assist with directing players to GamCare, GambleAware, or Gamblers Anonymous where additional support is needed. These conversations are treated with the same level of care as any other support interaction.
For a full overview of the data Casushi holds and how it is used, visit the Casushi privacy policy.
Players looking for more background on how the casino operates can also find useful information on the online casino Casushi main page, which covers the full game catalogue, payment methods, and current promotions.