The Phone Casino Reviews

Name: The Phone Casino
Rating: 4.31

4.3 Rating 1,166 Reviews

82 %

of reviewers recommend The Phone Casino

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4.3

Based on 1,166 reviews


Shipping & Delivery
Delivery Methods	Courier
On-time Delivery	Greater than 90%
Customer Service
Communication Channels	Email, Telephone, Live Chat
Queries Resolved In	Under An Hour
Customer Service	4.3 out of 5

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Phone:

0208 815 5093

Email:

support@smallscreencasinos.com

Location:

Inchalla Le Val Alderney
GY9 3UL

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The Phone Casino 5 star review on 30th September 2022

Anonymous

Anonymous // 01/01/2019

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

“Yes you get 100 spins, but it is on some 2nd rate game that you have to play against loads of other players, and if you get the highest score, you win £20. The game is boring as hell and takes up far too much time. Steer clear........BORING!!”

Helpful Report

Posted 6 years ago

Hi Rob Thanks for your feedback. Its always a dilemma when structuring offers that appeal to everyone, that are fair and transparent. So we listened to our customers and removed all the free spins that we used to give away and got complaints about . Those offers had restrictions like multiple times play through requirements and also restrictions on the bonus amounts that could be withdrawn. We changed it and still tried to make it fair for everyone.... I'm not saying that we have it 100% right as yet and we are changing tings again soon, BUT you wont find another casino that gives you a free fair and random chance to win free money for no deposit obligations. In addition, you will see (if you log in on different days), that the usual first prize is of £100 and not £20. On the days where the top prizes change, they change because we have other cash bonuses that we give away. So I'd say that if you are going to review us on our free offers than please reference all the offers that are available on that weekend. In addition even though the top prizes were lowered we offered 200 to 300 prize positions as opposed to a top 20 . We are constantly evolving how we do things so that we are transparent about what is given away and we only give away genuine cash rewards without restrictions. There are new games and tournaments that will be added, you are free to try those out with out commitments to see if you like them as that's our philosophy. If you like what you see and how we do things you'll come back and play with us. We obviously cant please everyone but I hope that you can see that we do our level best to do the right thing by our customers first. Thanks for your comments, we'll endeavor to do more. Kind regards The Phone Casino

Posted 6 years ago

“DO NOT deposit by mobile they will take your money and not credit your account even when you send them proof of itemised bill showing charges they’ll still deny it!! Bunch of thieves”

Helpful Report

Posted 6 years ago

Hi Charlene We completely OBJECT to your comments! We are not a bunch of thieves and we take exception to that comment as we are a regulated casino! Further, we have proved you, by sending you the records on our system, the data logs that show where your billing has failed. If it shows as failed on our system we simply WILL NOT receive that amount/s from your mobile network. So we cannot credit your account or offer a refund in those circumstances. We know this because we have operated mobile deposits for the past 10 years. The FAULT in this matter lies with your mobile network. I have just been onto our CS team and reviewed the account myself. You have been provided with an excel summary of the billing attempts and failures on our system. You MUST get your mobile network to refund you for the instances where they have charged you when at the very same time your network has sent US a failed billing receipt. We can speak to your mobile network with you on the line, as has been suggested, because our customer care lines are listed with your network. So please don't give out false impressions which are defamatory when we have done our best to assist you and are willing to assist you further and where we have provided you with the back up evidence on our systems - so that you can take up the matter with your mobile network to refund you. We are here to assist you in whichever way we can hence we provided you with the details that show dates and times of all the back end communications with your mobile network. If you would like us to assist further please contact support@smallscreencasinos.com Kind regads The Phone Casino

Posted 6 years ago

“Firstly, finding it very hard to communicate with the customer service staff, very condisending and quite rude. After attempting to withdraw a large amount I then made the mistake of telling Phone Casino I was going to make a complaint to the gaming commission! This was due to loosing a big hand of blackjack thanks to a glitch in the system. On the spot, mentioning I was going make a complaint my account was locked/ closed. So then of course my withdrawal has been put on hold. Not that I wanted to call back and be made to feel like a 3 year, I felt I had too! Apparently payment will be made within 20 days.... and that’s all they could tell me. Very disappointed to be fair.”

Helpful Report

Posted 6 years ago

“Keep depositing and trying different games I know I can't be lucky all of the time but at leadt some of the time you can get desent play for your money but not on this site no wins at all and if you do it is pence nothing more in any of the games won't be depositing again”

Helpful Report

Posted 6 years ago

Hi Pauline Thanks for your comments. I'm sorry you haven't won. All I can assure you of is that we do get lots of people winning and yes there are people that lose as well. That's the nature of these games. There is no reason as to how or why this is determined. By its very nature we have to ensure that the systems are random and operate as they have been designed. However, all the games (in our casino and all other approved UK casino operators), are certified by UK gambling commission as fit for purpose, as well as being independent tested by companies approved by the UK Gambling commission and other regulators. I know that may not be of any consolation to you but I would point out that you can play for free everyday with 100 free spins and it wont cost you anything apart from some of your time, and you could win free cash. Perhaps try that for a while and always play within your means and responsibly. If you need to take a break, please use any of the self exclusion tools available in the main menu or contact our support team on support@smallscreencasinos.com who will be happy to assist you. Once again thanks for your comments. The Phone Casino

Posted 6 years ago

“didn't get a proper response to my complaint was pretty much fobbed off and made to feel small and stupid by advisor that responded to the email”

Helpful Report

(132796) - Posted 6 years ago

Hi Iain Just to let you know that I'm looking into your complaint. I have asked the CS team to provide me with details of your complaint. Kind regards The Phone Casino

Posted 6 years ago

Hi Iain I just wanted to come back to you having looked into your complaint. To say that the new site has caused some issues would be true so we have to be honest about that. However, it is a much better and faster platform now and will be so much more flexible as we go forward with new functions and features so please forgive us if you have experienced some short term difficulties. You and all our customers are valued and without your assistance we wouldn't be able to offer you new games to play. With that in mind we have been processing more updates than we would normally like to do and this has created some conflicts (which we were unforeseen) one of which is the display issue you referred to in your complaint to the CS team. I'd like to assure you that your complaint was and is being taken seriously because we want to minimise the incidence of such issues going forward but that you will also need to follow the instructions they gave you to resolve the issue and clear your cache and cookies. I'm sorry you experienced an issue and we should aim to do better so as a goodwill gesture I have added 5 additional tickets to the Fruit Dojo for your to play and we wish you all the very best of luck. These are valid for 7 days to play whenever you want. Kind regards The Phone Casino

Posted 6 years ago

“My first review is below! Not only did I make the review anonymously! They decided to brake data protection and include my name! After Making this complaint I had my account locked my them! With a pending withdrawal that can't be processed now! And the first withdrawal still not in my account, as raised as raised in my first review. As for the bonuses your site clearly knows everyone had a problem with, yet you don't really care about customer service so you'll never change it!”

Helpful Report

Posted 6 years ago

I'm afraid there is no pleasing some people. It doesn't matter what we say, we'll never convince you as to the otherwise, even though we can prove that your comments are incorrect. Good luck with your endeavors and be lucky!

Posted 6 years ago

“I've been using this casino for about a year now, the bonuss and free spins offers aren't worth going for with the wagering. My main problem comes with the withdrawals! I've been told that it will be processed today then days later nothing! My bank is super fast and card refunds normally take less than 24hrs. So I know there lying about processing it! They also charge you £10 after your 3 free withdrawals a month! You would have thought paying to withdrawl would speed things up! It doesn't! I've emailed them 3 times about my withdrawal and still haven't had any response! I would stay clear of this casino at all costs!”

Helpful Report

Posted 6 years ago

Dear Sir, Thank you for your review. We are sorry that you feel this way. As you can see here, we get good and bad reviews alike. In all cases we explain and deal with each one properly and provide explanations where we can however what you have stated is factually incorrect. We will deal with each point in turn; As you can see from a lot of the reviews, the bonuses have been covered many times before, we give out a lot of bonus and it is a free chance to win some money, which lots of people do! We are sorry that you have not won and that we make this hard but we would be out of business if it was easy. You requested your withdrawal on the Saturday and as a responsible casino and one that follows the regulatory guidelines, you were told that we required some further verification on your address. You sent this in on Sunday evening after customer services were off duty. You would have received an out of office reply saying that your request would be processed on their return. On Monday morning, your withdrawal was processed and approved. You were told this via email yet you have decided to post a negative review. We do charge a withdrawal fee and this is something that is in place as it costs us for each withdrawal. We do not want to pass that cost on for each withdrawal so we allow three free withdrawal in a month, this is based on a long term average of our customers behaviour. At no point does it state or infer in any way that paying will influence the processing time. To clarify, as soon as we process, which we ALWAYS do within the stated timeframes, and as soon as we send instruction to our bank to pay, it is out-with our hands and down to the banks internal processing. Of course this review is your opinion and we respect that, however, the team are also bound by the need to perform certain tasks as imposed upon us. I hope you understand. Thanks for your time nevertheless. Regards The Phone Casino

Posted 6 years ago

“Not a bad casino, made me worried when making a withdrawal as site seems just really dull and old looking , makes it seem like a rouge casino, i have just won a large sum of money with these guys and will then close my account as the bonus terms are ridiculous and the range of games arnt that good .”

Helpful Report

Posted 6 years ago

“Good things first. They regularly offer 25 free spins, which is incredible. Kept me coming back to them way more than any of the big guns. Nobody else is as generous. Those 25 free spins usually amount to between £9 - £16. Bad things. That £9 - £16 will not turn in to a damn thing. Ever. I'm not some disgruntled punter who has lost a fortune, far from it. I've put very little in to this place because of how unforgiving the slots are. If the games are regulated by an official body, I'd be genuinely surprised. I must have visited this site 20+ times, never has my bank exceeded £50 (with god knows how many thousands left to wager). When it has got around £50, that disappears quicker than my wife at nookie time. RTP is not a thing here, it feels lawless. No more money from me guys. Didn't even ask why I wanted to close the account, got a straight OK, it's done. Another good thing. Customer service is quick as hell. Not chatty, or polite, but quick. Don't even consider throwing any money in the direction of the phone casino. At least burning it returns heat.”

Helpful Report

Posted 7 years ago

Hi Daniel Thank you for your review. We are sorry that you feel this way. I'd like to say thank you for the positives i.e. that we give you lots of free spins and that our CS team are responsive to your needs. If I may turn to address the negatives that you raise and correct some of your observations. 1. Free spins awarded are subject to a play through requirement and whilst its not easy, people win every day and manage to withdraw the maximum of £200. All you have to do is look at our Facebook page as evidence of this. It is simply not true to state that you cannot turn the free spins into something; 2. Your comment "I've put very little into this place" - is also misleading as you know, because you have never deposited any real money; 3. "you'd be surprised if the games are regulated" - Just for your information (and anyone else), every single game that is displayed on our site and indeed on any other reputable and regulated casino business in the UK; has to have their games (regardless of the supplier of those games) tested and certified by an independent testing house that is approved and accredited by the UK Gambling commission. In addition, we are audited by 2 gambling commissions on an annual basis to ensure that the integrity of the games is up to that standard and further, we employ active RTP monitoring (as all licencees are required to do), on a rolling basis. The games therefore operate to the exact parameters to which there are designed and tested. 4. CS team not asking for your closure reasons - We take a responsible approach to such questions and requests. If you are happy with our service you'll not want to leave, however, if you choose to leave of your own accord those reasons are up to you unless you wish to share them with us. I once again thank you for taking the time to post a review, good or bad,and I hope I have cleared up some of the misunderstandings. If we can be of any more help, please do not hesitate to contact us. support@smallscreencasinos.com Kind regards The Phone Casino

Posted 7 years ago

“Just a total lack of winning I must of spent 1000 pound or more with these and never come away with anything the bonus spins you get you can't cash out so what's the point that of having them.also if you wager say 1 pound spins on say reels of luck for instance some wins spin in at 3p what's this all about there just robbers who don't wear masks”

Helpful Report

Posted 7 years ago

Your email address says Shaun in it, so i'll refer to you as such if that's OK? Shaun - to protect the credibility of your review (good / bad) we'd ask you to please verify your email so that your review doesn't remain unverified. In reference to your claims on the game play. We cannot discuss that in such detail on here but I can happily arrange for a review of your account if you contact us using support@smallscreencasinos.com Please refer to the fact that you made a review on this site. I would add, for your information, that all of our games are tested by an independently certified testing house to ensure that they operate correctly. This is a requirement before any game cam be made available to the public. Where we licence games from other suppliers, these too, are subject to the same testing standards and we have sight of the relevant testing certification. In addition, recently, the UK gambling commission have introduced real time RTP (return to player percentage) tracking. This is to ensure that the games operate in practice as they have done during testing. This is the same standard required on ANY online Casino operator that is licensed by the UK Gambling commission - so you and all players should only use licensed Casinos and take comfort from this. Different games have different ways of playing so there can be variation in terms of how many wins or losses are generated in a particular streak. We are sorry if you feel that this went against you. As you can see from most of the reviews here. Customers are generally having a good experience and returning time and time again. We do offer (as all licensed UK online Casinos should do), the ability to set limits so that if things go against you, you can stop playing and try again at another time - or if at all. Please review those tools in our main menu. They are there to help you. Playing should be fun and entertaining and should not leave you feeling like you have lost out. I can't speak for how easily accessible these tools are on other sites. Re- bonus play - it is just that - free play opportunities. There is a play through limit that is quite hard to reach, but if you look at our Facebook page you'll see that loads of people meet that requirement every week and we publish a sample for you to see. If there is anything else that we can do to assist you and review your account, then please do not hesitate to ask. Kind regards the Phone casino

Posted 7 years ago

“Cash withdraws from bonuses are way to high wagers to get it won 1000 pound once on a scratch card had to wager 50,000 to with draw I'll never put my own money in to the site on ever use bonuses”

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(132794) - Posted 7 years ago

Hi Reece Thanks for your review, but it doesn't quite make sense. Bonus money has a play through requirement, like pretty much every Casino in the industry. In addition, at least 200 people every month manage to win money using the bonus tools we provide. We publish these on our social media channels. What confuses us is that you are talking about wining free money that has a play through requirement vs not depositing that doesn't have play through requirement. Had you played with real money and won £1,000 then you would be able to withdraw it immediately with no restrictions or conditions. If you are unhappy with the bonus rules, please feel free to use real money. Bonus money represents an opportunity - for no risk or no obligation to try some of our games and to win free money.... with just the application of some of your free time. Thank you again for your feedback. Kind regards The Phone Casino

Posted 7 years ago

“Can never get hold of you by phone and your online chat is hit and miss aswell”

Helpful Report

Posted 7 years ago

Hi Andrew Thanks for your email. We've checked our records and not seen any emails or answerphone messages from you yesterday. When I saw this review I spoke to the CS team immediately and they informed me that they have been in touch with you. If you look at some of the other 5* reviews we pride ourselves on getting back to customers as quickly as possible. I know it can be a pain, but please do leave a message if you cant get through immediately as we'll be able to follow up with you much quicker. Kind regards the Phone Casino

Posted 7 years ago

“This really is a poor site. I really enjoy playing roulette but the phone casinos roulette really takes the biscuit!! When the ball stops it sometimes just shows the ball moving in a straight line across the table to a different number. It's an absolute joke. Plus some of the other games are behind the times compared to other sites.”

Helpful Report

Posted 7 years ago

Dear Sir / madam, Firstly, we’d like to thank you for taking the time to provide your feedback. We are conscious (as with every organisation that accepts open reviews), that we will not be able to please everyone, but we do our best and always strive to improve based on feedback. We are certainly disappointed that you have chosen to rate us with 1 star and as such we‘d like to provide you with our perspective on your comments. You and any customer playing on any regulated UK site (such as ours), should take comfort from the knowledge that the UK Gambling Commission goes to great lengths to ensure that all of our games (before they are made live to the public), are tested and certified to very strict technical standards so as to ensure that they play fairly and correctly. Most of the games operate as follows; once a bet has been placed, received and confirmed by the secure servers, the device that you’re playing on has to provide you with the outcome of your bet. Generally this is done as an animation which makes it exciting. It is at that point that the Casino has artistic licence to display the result in a way that it sees fit. As the results generated are random (and are tested and certified to be random), when the result is displayed to you on Roulette the ball may not be in a position that is aligned to the number that has been determined. In addition, on a live roulette wheel, the ball can often jump about before it lands, depending on the wheel used of course. Bearing in mind these two factors we have chosen to display a bounce of the ball in what we consider to be a more realistic representation or a live wheel, rather than displaying the ball landing in a particular number “dead” or rolling across the numbers until it reaches the desired slot. It may not be to your liking and we accept that. We just wanted to explain what we do and why. With that in mind surely your opinion of one feature can’t constitute that the entire site is poor. With reference to your other comments about games, a significant proportion of the games we offer are from award winning companies that have built games over a number of years. In trying to cater to customers that may not be as sophisticated as you, we have to offer games that are simple and easy to understand. That too may not be to your taste but we also offer some very high end and complicated games as well. In the coming months we are adding live dealer casino and also redoing some of our older games such as Roulette. If you have a concerns about any aspect of the site we’d happily look into this for you and work with you to enhance your experience. We hope you don’t mind that we took the time to explain our side. Kind regards The Phone Casino

Posted 7 years ago

The Phone Casino is rated 4.3 based on 1,166 reviews