The Phone Casino Reviews

Name: The Phone Casino
Rating: 4.26

4.3 Rating 1,221 Reviews

81 %

of reviewers recommend The Phone Casino

Company Reviews

Metrics

Info

4.3

Based on 1,221 reviews

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Next Day
On-time Delivery	Greater than 84%
Customer Service
Communication Channels	Email, Telephone, Live Chat
Queries Resolved In	Under An Hour
Customer Service	4.2 out of 5

Visit Website

Phone:

0208 815 5093

Email:

support@smallscreencasinos.com

Location:

Millenium House,
Ollivier Street,
Alderney
GY9 3TD

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The Phone Casino 5 star review on 29th June 2024

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“I'm so unhappy because im top up to much money and I'm never winning some money so I give 00”

Helpful Report

(894518) - Posted 3 years ago

“After depositing and selecting a welcome offer I completed the wagering requirement and then the site just reset my offer and told me a I hadn't completed it. I then contacted customer service (who admittedly were good over email) who told me that I hadn't gone through the pop up so didn't get the free spins. This was incorrect because the site had indicated I was half way through the welcome offer and then reset. I eventually was given some free spins (half the value that I should have had) and then was unable to withdraw the funds because it was too far under the withdrawal limit... After depositing funds to make my balance on the withdrawal limit so I could claim my winnings the site told me I couldn't withdraw my funds which I had just deposited!! I called the contact number and was met with a guy that was quite rude and was zero help telling me to just email them... Its a shame because I had heard good things about this casino.”

Helpful Report

Posted 3 years ago

“I do not recommend I played today And I have recorded videos of how they help to pluck the players' account set the drums so that you do not win a broken zloty, watch out !!!!”

Helpful Report

Posted 3 years ago

“Poor customer service and they employ game designers who have frequent game freezes and crashes. Ultimately this ends up in you losing any wins or free spins you had at the time. Customer service clearly not interested. Scientific games regularly crash and leave players at a loss when in bonus rounds or free spins. Unacceptable treatment of players and poor selection of game developers’ games means you’d be better playing elsewhere as any issues you do have- customer service couldn’t care less.”

Helpful Report

(837259) - Posted 3 years ago

Hi Robert That's, not the case. We care deeply about our customer experiences and do our very best to resolve issues as best we can. Technology never seems to be on our side but we appreciate you may not have had the best experience =. Our connection is the same as all others and whilst we don't handle the games because it's hosted by SG. if bets are not completed/accepted (for whatever reason) the funds are returned to you as is the case in your query. We cannot pre-empt or guess what a possible outcome might have been. I have asked the CS team to raise the matter further with SG on your behalf to see if there is any merit to your comments and we will advise you by email. Thank you for your time. Kind regards The Phone Casino

Posted 3 years ago

“It's not the greatest site the so called high rollers are expensive and do not pay out much if at all.”

Helpful Report

(816055) - Posted 3 years ago

“No wins. Very rare win free spins on wonga if win get stupid free spins were from 100 spins winning just about 2 quid”

Helpful Report

(785000) - Posted 3 years ago

“As a loyal customer I think you should do better promotions and cash rewards. I’ve had a lot of money on here in the last few weeks and it’s not been paying out and it cashed on me yesterday and when I logged back in my money was gone”

Helpful Report

(663989) - Posted 3 years ago

“Unhelpful. Feel ripped off. Stitch up. Rude staff member . Sucks”

Helpful Report

(200743) - Posted 3 years ago

“Very poor payouts”

Helpful Report

(807691) - Posted 3 years ago

“Didn’t win anything at all. Not worth the effort”

Helpful Report

(794044) - Posted 3 years ago

“I am very disenchanted with the site, endless glitches where I continually get logged out and endlessly have to log in again. Then I can't make payments because of endless glitches and I end up wondering if my debit card has been blocked for repeatedly trying to deposit funds. I bought tickets for the Wonga Emporium game thinking that it would help me to increase my score when this is not the case and you never win anything from playing with bought tickets but you don't find out about this until after. Paltry wins on other games, so fed up. The Wonga Emporium game always lets you think you are in for a prize but then you find you are not as others have scored higher, it seems like a fix to me where there is no skill or means to determine whether you will win, as if its decided before you play. I would be happier with more wins and more information about how these games work. I am so disenchanted just now I feel like giving up playing, no incentive to play when most of the time I lose and especially on the Rainbow Riches Slingo game which tricks you into thinking you can win higher prizes when most of the time you pay silly money for one spin and win nothing which is no fun. The wins are meagre as well most of the time and the games soon take back any wins you do have. I am well out of pocket now, and don't feel this will change. My favourite game used to be Rainbow Riches Pick n Mix, until I played it on here tonight and won nothing whatsoever after 2 deposits on your sister sites. Just disheartened so far. The technical glitches spoil the pleasure a lot of playing on here, these need fixing soon. I wish I could give a more positive review but I am being honest and telling it like it is for me, sorry.”

Helpful Report

Posted 3 years ago

“Deposited £20, after they asked for id to verify, received an email saying all my documents are verified and I am good to go but when I log in into the account is asking for the documents again, money came out of my bank, nobody to talk to in person, I wouldn’t recommend as the process is taking a long time and so far it’s been poor customer service”

Helpful Report

Posted 4 years ago

I have asked the team to look into this for you. Kind regards The Phone casino

Posted 4 years ago

Hiya We have located your details and I believe that CS has now resolved your issue. It was because we were updating the payment providers and hence the issue. Apologies The Phone Casino

Posted 4 years ago

“Awful place. 1. Misleading offer so i paid £20 in 2. The free spins were no there because i missed something (i did read the terms) - tbf they applied them 3. They charge £1 to take your winnings/money back out 4. You can only take out a minimum of £20, so my fuds of £14.63 had to be gambled, fortunately I got it above £20 5. When get to withdraw the funs you can only do whole numbers - so i had to leave 63p in my account 6. So forced to gamble and lose 60p 7. Now 3p in my account which I cant use and they clearly keep as extra profit Avoid this site at all costs”

Helpful Report

(763081) - Posted 4 years ago

Hi Matt Responding to your comments if I may: 1. Our offers are clear and transparent. the main sign up offer is that you get 100 free spins daily - no deposit required. We have additional deposit offers where if you follow the steps outlined ( like any other online purchase) you will be awarded the free deposit match. In addition, we have no restrictions on bonuses or rewards; so what ever you win off them, you can withdraw washout having to play through or wager the same winnings xx times. Which pretty much every other online casino makes you do ( believe me we've checked before designing our offers and rewards). So we'd argue that we are not misleading at all! 2. Even though you had a query regarding the award of a deposit match for free spins after a deposit - you acknowledge that we added them for you. - Under normal circumstances I would think this would be a good or positive thing! 3 &4. Yes we do charge a nominal fee for withdrawals because we have such a generous rewards and offers scheme for you to take up, plus the costs of paying back to card instantaneously are quite high. Its not a profit making exercise( I can assure you) as it still costs us more but it does make a contribution towards the costs. All withdrawals are processed instantly as long as your ID is up to date. You can also make an unlimited number of withdrawals every month, hence to in order to be able to offer these facilities we have tried to set a fair figure so that we can facilitate that. 5. I will feed back to the team - I wasn't aware of that. In the 10 years we have been licensed to be fair no one has ever mentioned that. I do know that if you wish to close your account all the funds on your account are returned. Any money left in eth account, however small, ( after a period of time - see the T&C's) is then donated to Charity so its not a profit making exercise at all. I hope that addressed your comments fairly - I do not accept that our service warrants a 1 star review so I have raised the matter with CS to see exactly what has happened on your account. Kind regards The Phone Casino

Posted 4 years ago

“Now I know why you only have over 1k downloads the site is made cheaply, the customer services is very poor the free spins you give are at 10p but when you deposit money the spins are minimum £1 and I've been charged for a unsolicited mesaage by yourself.”

Helpful Report

(767503) - Posted 4 years ago

“I have been offered 200 cash if I send proof of income I've sent it but I have never been asked no where before I feel very insulted to be thinking I'm a dishonest person is very disgusting and disappointening .”

Helpful Report

(745435) - Posted 4 years ago

Ardunio You posted the same review on Trustpilot - its unhelpful if you spam the review sites with bad reviews - when its a customer services / compliance matter in the first instance and we need time to look over your account from a compliance stand point. Nevertheless, as I stated on the other review: It is a requirement by the UK Gaming Commission for ALL licensed online Casinos to know their customers. To do so we have to set limits on all players accounts that we are comfortable with - from what we think is generally affordable and the back that up with documentation, using a request for underlying documentation. Two things with that request. 1. Its a requirement placed upon us in legislation to ensure that you have a legitimate source of income - it can be pension, job salary, dividends from your company etc etc. 2. It helps us make sure that we are acting in a socially responsible manner i.e. you cannot deposit an unlimited amount of money or spiral out of control. To that extent The Phone Casino and other brands operated by Small Screen Casinos - have low detection / enforcement limits and because we accept that we are asking for sensitive information - in order to comply with legislation and UK Gambling Commission licensing requirements - we offer an incentive, back to you, for that information, time and co-operation. If you don't provide satisfactory information (as requested) - regardless of how good a customer you may have been, we return any remaining funds and close your account. I accept that this may be inconvenient - but its a LEGAL requirement. We don't want to get a fine like some larger companies / brands that you know have been, because they don't / have not followed the guidance as closely as we try to; but more importantly, it protects you "the customer", because its a forced "take a break" or pause that is good practice in all senses. We will be happy to welcome you back and offer you the £200 as soon as the team has cleared your Enhanced Due Diligence. Thank you in advance for your patience. Kind regards The Phone Casino

Posted 4 years ago

“They lie and think you are stupid enough to believe that your card issuer is wrong and they are right. They also lie and try to censor negative reviews”

Helpful Report

(749036) - Posted 4 years ago

Hi Ben There is no benefit to us lying to you. Our withdrawals are processed by our system automatically when you try to withdraw. At that point - its passed to the merchant provider who then passes the request onto your local bank. Once we process a withdrawal (at our end) - in the first instance on Visa direct - which is pretty much instantaneous, its out of our hands. If it doesn't go via Visa Direct ( as only certain local banks support this route) then it can take 1-5 days depending on your local bank. This is the same for any retail transaction on the high street. There really is nothing to lie about - we process withdrawals immediately and the its down to the banking system to get back to you. The good news is that we have transactions ID's so that on the rare occasions where there are delays or issues, as it does happen on occasion - we always try to follow up with alternatives and resolve teh matter with our processor to see where the issue is. Again its of no benefit to us, WHATSOEVER, to hold up your withdrawal or tell you something that isn't true and its certainly not good practice. You must follow our complaints procedure ( see out Terms and conditions) and if there is an issue we will gladly get it resolved for you. You can see from the 100's of reviews below yours that we do not hold up withdrawals - we go beyond to try and speed things up as quickly as possible. Kind regards The Phone Casino

Posted 4 years ago

“Very rig you can not win decent money since I Open account your casino please give my chance to win decent money”

Helpful Report

(599767) - Posted 4 years ago

“Just lately I've been avoiding coming back to your site it's become not fun to play anymore in the sense I spend an awful lot of money with yourselves and receive very little incentive back to even consider using your site I feel unappreciated as a customer and utterly disgusted with your win rates these issues I feel can't be fixed but you can try a little harder in many ways to better the experiences for your customers.”

Helpful Report

(670477) - Posted 4 years ago

Hi Luke Firstly, thank you for your review. In terms of incentives we have the following permanent offers on the site: 1. 100 Free spins in the daily tournament where for no deposit, you can win cash and free spins; 2. unlimited deposit match offers - located in the main menu under "Free Spins", there you will find all the deposit reward offers. 3. All wins from bonuses, rewards sand prizes have no play though attached so its completely fair. You get to keep when you win. Turning to win rates - please see our blog guide to playing slots - some slots are more volatile which means that you can feel like you go for a time and not win anything, but on average, the wins are much larger. Other slots are less volatile and pay out smaller wins more frequently. Our exclusive slot games are low volatility, but some of the bigger name brands are higher volatility. We never touch the pay out ratios as the games all have to be tested and certified and then approved for use by the UK Gambling commission. The non- exclusive games you see on our site are the same as on other sites so they are completely fair and tested as such. Always play responsibly and playing should be fun and for entertainment. If its not fun, please use the limits section in the main menu or contact the support team or the responsible gambling team to adjust your access. I hope the above explains things in a bit more detail. We are of course adding in additional ways to reward our customers, but we don't offer VIP schemes as we always want it to be fun to play at our site. We're always glad to have feedback on what we can improve so please email support@smallscreencasinos.com with any suggestions so that we can look at them in more detail. Thank you Kind regards The Phone Casino

Posted 4 years ago

“Lots of games kept crashing on opening or mid spin. Some games don’t show your balance as you play them and easy to lose money you hadn’t accounted for as you always have to change from a higher stake and when the games crash regularly, it’s easy to forget to change your stake again when it restarts. My experience of the site made me feel ripped off by the end of it.”

Helpful Report

(708484) - Posted 4 years ago

“Awful .. logged in - was offered a special deal where I got 200FS for a card only deposit of £75 - made the deposit - no FS . Emailed the help desk - replied to all their questions and they ignored me .. still no FS . Will never use again”

Helpful Report

(623940) - Posted 4 years ago

Hi Laura I have raised the matter with CS and once they come back to me with a detailed look into your account I'll comment further. I can assure you though, we always provide the necessary free spins, even if we have to manually award them for you. Apologies for the delayed response Kind regards The Phone Casino

Posted 4 years ago

The Phone Casino is rated 4.3 based on 1,221 reviews