Contact - Dukes

Welcome to Dukes Casino's Contact page. We pride ourselves on providing exceptional customer service and maintaining open lines of communication with our valued players. Whether you have questions about your account, need technical assistance, or want information about our services, our dedicated support team is ready to assist you. Dukes Casino is committed to addressing all inquiries promptly and professionally, ensuring you have the best possible gaming experience on our platform.

Customer Support Channels

At Dukes Casino, we offer multiple ways to get in touch with our support team to ensure you can always reach us through your preferred communication method:

Live Chat Support

Our live chat feature provides instant assistance for urgent matters. Our trained support agents are available to help you in real-time with any questions or concerns.

• Availability: 24/7, 365 days a year
• Response Time: Typically within 60 seconds
• Languages: English, Spanish, German, French, Italian
• Access: Click the chat icon in the bottom right corner of any page on our website

Email Support

For detailed inquiries or matters that require documentation, our email support provides thorough assistance:

• General Inquiries: [email protected]
• Account Verification: [email protected]
• Payment Issues: [email protected]
• Responsible Gambling: [email protected]
• Response Time: Within 24 hours

Telephone Support

For players who prefer speaking directly with our support team:

• International: +44 123 456 7890
• UK Freephone: 0800 123 4567
• Hours: 08:00 - 00:00 GMT, 7 days a week
• Languages: English, Spanish, German

Physical Address & Corporate Information

Dukes Casino is operated by Royal Gaming Ltd, a company registered and licensed in Malta:

Registered Office:
Royal Gaming Ltd
Dukes Tower, Level 5
Gaming Street
Gzira, GZR 1234
Malta

Registration Number: C12345
Gaming License: MGA/B2C/123/4567
Regulatory Authority: Malta Gaming Authority

Frequently Asked Contact Questions

What information should I provide when contacting support?

To help us assist you more efficiently, please include the following information when contacting our support team:

• Your username or registered email address
• A detailed description of your inquiry or issue
• Any relevant transaction IDs, game names, or timestamps
• Screenshots of any error messages (if applicable)

How quickly will I receive a response?

Our response times vary by contact method:

• Live Chat: Typically within 60 seconds
• Email: Within 24 hours
• Telephone: Average wait time less than 3 minutes

During peak periods, response times may be slightly longer. We prioritize urgent matters related to account access and payment issues.

Is customer support available in my language?

Dukes Casino currently offers customer support in the following languages:

• English (all channels, 24/7)
• Spanish (all channels, 24/7)
• German (all channels, 24/7)
• French (live chat and email, 24/7)
• Italian (live chat and email, 24/7)
• Portuguese (email only, response within 48 hours)

Complaint Resolution Process

At Dukes Casino, we take all player concerns seriously and have established a structured complaint resolution process:

1. Initial Contact: Submit your complaint through any of our support channels, clearly stating the nature of your concern.
2. Acknowledgment: You will receive confirmation of your complaint within 24 hours, including a unique reference number.
3. Investigation: Our support team will thoroughly investigate your complaint, which may include reviewing account activity, transaction records, or game history.
4. Resolution: We aim to resolve all complaints within 14 days, providing you with a detailed explanation and any applicable resolution.
5. Escalation: If you are not satisfied with the resolution, you may request escalation to our Complaints Manager for further review.

If we are unable to resolve your complaint to your satisfaction, you have the right to escalate to our regulatory authority:

Malta Gaming Authority
Building SCM 02-03, Level 4
SmartCity Malta
Ricasoli SCM 1001
Malta
Website: www.mga.org.mt

Business and Media Inquiries

For business partnerships, media inquiries, or corporate information, please contact our dedicated departments:

• Business Development: [email protected]
• Media Relations: [email protected]
• Affiliate Program: [email protected]
• Careers: [email protected]

Data Protection Officer

For inquiries related to data protection, GDPR compliance, or to exercise your rights regarding your personal data, please contact our Data Protection Officer:

Email: [email protected]
Address: Data Protection Officer, Royal Gaming Ltd, Dukes Tower, Level 5, Gaming Street, Gzira, GZR 1234, Malta

Responsible Gambling Support

If you have concerns about your gambling habits or need assistance with responsible gambling tools:

• Email: [email protected]
• Dedicated Helpline: +44 123 456 7891

For immediate support with gambling-related issues, we recommend contacting these independent organizations:

• GamCare: www.gamcare.org.uk | 0808 8020 133 (UK)
• Gambling Therapy: www.gamblingtherapy.org
• BeGambleAware: www.begambleaware.org | 0808 8020 133 (UK)

Website Accessibility

Dukes Casino is committed to providing an accessible website for all users. If you experience any accessibility issues or have suggestions for improving our website accessibility, please contact us at [email protected].

We appreciate your feedback and are continuously working to enhance your experience with Dukes Casino. Our dedicated team is here to assist you with any questions or concerns you may have.