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

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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 3 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Love the site but I feel there should me better rewards.. free spins for different games.. it's near impossible to win on wings game!”

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(344763) - Posted 6 years ago

“Good but takes its time with transfers !:)”

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(307557) - Posted 6 years ago

“Brilliant gaming site and very quick deposits just abit disapointed in how long the withdrawals take”

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(297354) - Posted 6 years ago

Hi Mark I've asked the CS team to look into whats going on with your account before I respond to you. Kind regards The Phone Casino

Posted 6 years ago

“I like playing the slots. I received a message saying I had free spins but not bin able to access them??”

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(237346) - Posted 6 years ago

“Great games and I like the daily tournament. Payouts are far too slow though. I rang customer service to ask how long it takes for a withdrawal to be processed from their end and I was faced with the most miserable sounding man I've ever spoke to. He said the withdrawal will remain reversible and won't be processed for 3-5 days. Other casinos I play usually process withdrawals within 4 hours and I receive the money the next day. For this reason I won't be depositing anymore no ey on this site but will continue to play the free daily tournament.”

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Posted 6 years ago

Hi Anette Thanks for letting us know. I'll follow up whats going on here. Regarding the withdrawals we do quote 3-5 days as that's been our experience. Unfortunately when its processed, its out of our hands. We use an international bank so that might explain why its not within a matter of hours but to give you comfort we are always looking at new and faster ways to get you your funds quicker. Apologies if yours was at the longer end of this estimate. Kind regards The Phone Casino

Posted 6 years ago

“So far so good... Few little niggles here and there but nothing to chase players away.. Not a bad selection of games to have a good bash at and the lower minimum deposit limit of £3 is a good option to have available.”

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Posted 6 years ago

Thank you Francesca We hope to iron out any niggles so that we can increase our star rating. Please let us know what bothers you on support@smallscreencasinos.com and use the ref: Reviews.co.uk We'll see what we can do for you. Thank you again for taking the time. Kind regards Regards The Phone Casino

Posted 6 years ago

“Tryed ringing phone casino due to my Id still waiting to be verified so can not with draw my winnings”

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Posted 7 years ago

Hi Scott I have emailed our Customer Services team, they will get this sorted as a priority for you. They will need you account number or some additional details like mobile number to locate your account details. Please email those to support@smallscreencasinos.com and do not post them in any public forums. Kind regards The Phone Casino

Posted 7 years ago

Hi Scott I believe this has now been resolved for you. The team have notified you of what needs to be done. For anyone else reading this, please note that when sending documents across if you take a photo of the document it must be of the whole document and it must be a clear picture. this will prevent delays in processing your withdrawals. Kind regards The Phone Casino

Posted 7 years ago

“I am quite liking playing the games. I do think the withdrawal charge is way to high even if you get 3 free withdrawals a month. Other sites dont charge for withdrawals at all. But apart from that im enjoying playing”

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(250666) - Posted 7 years ago

Hello Anon.... We have had this raised before in a review earlier and We explained our reasons there in. I have raised it with the management team again as you have raised it and I hope to see if they can do something about this by perhaps lifting the limit to 5 for example .. We are aware of some other sites adopting the same policy .. however we don't like to mention competitor names here :-) Kind regards The Phone Casino

Posted 7 years ago

“Ok for the website, nice construction and maintenance, overall a copy/paste from the competition, and the fruit dojo..even with autoplay is booooring...decided to play it only on autoplay while mobile is on charge and meanwhile I'll watch tv or use a tablet, The 20£ doesn't pay for the time wasted or battery drain.”

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Posted 7 years ago

“Good casino a large selection of games and good withdrawal times but me personally i am not a fan of the reversal option on withdrawals. And the big negative thing for me and probably most people is that u charge 10 pounds per withdrawal afer the first 3 in a 30 day period which i had no idea about until receiving the text confirmation of my withdrawal i honestly think this is scandalous really 10 pounds per withdrawal”

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(136796) - Posted 7 years ago

Hi Martyn Many thanks for taking the time to review us. I'd like to address both your comments if I may. 1. The reverse withdrawal option - You are actually the first person ever to have complained about it. Its our experience that most customers like it because it allows them flexibility. Essentially we have found players like to play, win and select withdraw to bank the money they win. It takes it out of their casino wallet and in general the customer can decide if they wish to play again or cash out. There are no restrictions we were just trying to respond to customer requests. We appreciate your comments however. 2. ideally, we don't want to charge for withdrawals. Previous to introducing this fee we had customers that would withdrawal every £10 and upwards of 50 withdrawals per calendar month. So it became an issue from a cost and time perspective. We had to make a commercial decision to either pass on the costs of processing deposits and withdrawals to the customer (like some other casinos do where they charge you an amount on top pf the deposit or pass on bank charges / processing costs) or put in a sensible cap that allowed us to facilitate payments in a reasonable manner and not disadvantage the customer. Do you think we need to raise that to 5 instead of 3? Your feedback would be greatly appreciated. Kind regards The Phone Casino

Posted 7 years ago

“I'm really worried about my ID I didn't need to withdraw anything but was told to upload my ID for the 100 free spins also I have never deposited through mobile yet it says I've reached my mobile deposit limit has any 1 else had these problems”

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Posted 7 years ago

Hi Laura Firstly, thank you for your comments. Let me deal with each query in turn: 1. We require ID from all of our customers, whether you have deposited or not. The timing of when we ask you to confirm your details depends on a number of different factors and what information we have already collected as part of the registration and verification process. There are 2 primary reasons why we need ID. The first is to verify you are over 18 and the second reason is that we must (the phone casino and all other online casinos regulated in the UK) "Know Your Customer". Sometimes this is called KYC. I would suggest to you that, if a UK regulated Casino is not doing both of these, then they are in breach of their licensing obligations and not operating correctly. We do some checks in the background but where there are issues or conflicts on teh data we have collected, we have to ask you , the customer, to provide additional information or clarification. This is best done by asking for copies of your most recent ID. Your ID, once received is immediately encrypted and stored securely behind several layers of security. It is never disclosed to anyone unless there is a regulatory or legal reason to do so. Please rest assured that we are tested independently by the gambling commission and rigorously from a security and penetration perspective such that even if someone were to access your play / gaming account your ID could NEVER be accessed as it is not even on that system. 2. Your 100 free spins are available every day for no deposit. If you want more chances to win and participate, you can make a deposit and get more FREE tickets for more free spins. The deposit is separate from the award of the tickets. So that means you can use your deposit and play on any games we have separately from increasing your chances to win on our daily free play. There are no restrictions on play, ever or withdrawals, ever and all wins are paid in cash only. No funny money here or terms to trip you up. 3. Regarding your mobile deposit query - you have registered multiple accounts with us. This is not acceptable from our terms and conditions so your account was limited. If you are changing any of the details on your account - please use the my account section in the logged in menu and update your details. Alternatively contact customer services. You and all customers are only allowed one account. Duplicate accounts are prohibited and will cause you issues if you win or want to withdraw so please contact us if you have any doubts over access to your account. I hope this has cleared things up for you and provides you with reassurance that you are in safe hands. Support@smallscreencasinos.com is always an option you can use for more questions or request a call back. Have a great day Kind regards The Phone Casino

Posted 7 years ago

Hi Laura I wanted to come back to you to see if we had addressed your concerns? Kind regards The Phone Casino

Posted 7 years ago

“Good range of games, had a small win, but also encountered a lot of errors last night (both in game and the ID verification process)”

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Posted 7 years ago

Hi Steve Apologies for the issues you encountered. It does appear that a few Gremlins popped into the registration process to party! Our team have raised the issue with the providers that we use so it should all get sorted. Once again sorry for any issues you experienced. If you need any further assistance please email support@smallscreencasinos.com We hope it doesn’t spoil your enjoyment too much. Kind regards The Phone Casino

Posted 7 years ago

Steve I wanted to come back to you on the ID side of things. It looks like the ID you tried to upload wasn’t one of the valid types, hence some issues. We must get a government issued Passport with Passport number showing, Driving licence front and back or a National ID card. These are then used to verify your identity independently. I can CS are assiting you so please email Support@smallscreencasinos.com if we can be any further assistance. Kind Regards The Phone Casino

Posted 7 years ago

“I've been a player on the phone casino for many years had no issues with withdrawals until now I made my withdrawals on Sunday 1st of October unfortunately my old card was still on my account to which I accidentally sent the withdrawal to my bank has assured me that because everything's the same except my card number the money should've reached my account I've had responses to my emails but no returned calls my bank cannot do anything about this as I'm the receiver not the issuer. It's down to the issuer. Can u please ask the accounts department to call me please”

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Posted 7 years ago

Hiya, Firstly, many thanks for taking the time to review us. Please can you confirm your email address as we prefer not to have anonymous reviews. I have been in contact with my CS team and I have asked them to call you to explain this in person to you. Essentially, we sometimes face an an oddity, because when we process a payment back to card, we get an authorisation and the money leaves our bank accounts. At that point we have no control over when your local bank process the payment or how long it takes them. In the main, the payments to card are the fastest most reliable and secure mechanism to get money back to players but there are occasions (about once a month), where the payment takes longer to get back to the customer. Sadly, as much as we'd like to help in those circumstances we cant ....as all we have is an authorisation from the bank to say the transaction has been approved. It has been the case that money can effectively "bounce back" (due to issues with a registered card), but we won't know that until the bank returns the money to us. In those circumstances we can contact you. I don't think this is the case in your query, but if it's left us, we have to ask you to chase it up with your local bank... I'm sorry if that's not what you wanted to hear but it is the honest truth. regardless of all of that, if you left a call back request someone should have called you. I'll make sure that happens. Kind regards The Phone Casino

Posted 7 years ago

I wanted to come back to you about the contact from the CS team. They have indeed, tried to contact you on your mobile phone that very same day and they have notes to that effect on your account, but I believe that you were / are experiencing difficulties with your handset. Is that still the case? If you still need anything else, please can I ask you to email support@smallscreencasinos.com or use the support page on www.thephonecasino.com or call on 020 8815 5093 during the advised hours and we'd be more than happy to assist you further. Please also let us know when your bank has sent you the money we transferred to you. Kind regards The Phone Casino.

Posted 7 years ago

“Great site however withdrawal through bank transfer says 20days. 20days have been and gone and still no money.! No live chat available, no reply back from email and no answer on the number. Very disappointed”

Helpful Report

Posted 7 years ago

Dear Anon Can you email customer services with the reference "TR Reviews" and I will follow this up for you tomorrow. I just want to make sure that all our procedures were followed before I comment further on this thread. Kind regards The Phone Casino

Posted 7 years ago

Hi there, I wanted to come back to you with regards the withdrawal time scale that you noted. Fair cop... It looks like we were late in this instance... there is no reason or excuse for that especially given the amount involved .... so there have been some slapped wrists today! We are sorry and hope you forgive is. Just for future reference, the quickest way to get a withdrawal is back to card so please register one if you haven't already and we be able to avoid unnecessary delays for you n the future. Sorry once again. Kind regards The Phone Casino

Posted 7 years ago

“I really enjoy the variety of games available, but wish that we could withdraw more than £200 from bonus spins. I was disappointed having played nearly 200k worth of playthrough to discover incould only withdraw that amount despite having a 5k plus balance”

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(140170) - Posted 7 years ago

Hi Robert Have you played our new Bonus game where you can win real cash? We no longer have any bonus money ... only real cash give always every single day and no limits or wagering requirements either. All of this is available with no deposit. We hope you can see that we have listened to our customers and changed things for the better. In fact, no other casino offers you more with no restrictions... believe me we have checked :-) Regards The Phone Casino

Posted 7 years ago

“Quite good, should need more new games like Lucky lady charm, book of ra, Dolphin perl, black knight, the money win from free games phone casino offer could play in any games nor just few boring games”

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(133840) - Posted 8 years ago

Chief Many thanks for your comments. We are adding new games and suppliers as quick as we can. Not to diminish the value of your comments, but different people like different games and we may not be able to get all the games that would suit everyone. Rest assured that we have some exciting suppliers coming on board very soon... so watch this space. Thank you again for taking the time to leave you thoughts we are on it! Kind regards The Phone Casino

Posted 8 years ago

“I've had free spins etc and won £255 but I don't know how to collect this or even if I can?... What are Wager requirements etc? To register a bank card you have to deposit and it asks for a lot of details! To pay in you don't need the long card number for instance surely?... I've tried ringing the number to contact them and funnily enough it's not available! Why is it so confusing?”

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Posted 8 years ago

“Confusing”

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Posted 8 years ago

“I have won £4717. That's great, should I ever see the money. I requested a withdrawal on Thursday 02/02/17 and as of yet the money had not left the reverse withdrawal system. I have been told it will be paid out next week at Wednesday earliest but definitely by Friday. Which would make it a 13-15 day wait. Happy to accept my deposits but taking their time paying out winnings. They have made 3 errors so far. I'll post more information if there are any further mistakes.”

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Posted 8 years ago

Hi Adam Thank you for your review. Following your comments I undertook a personal review of the activity on your account. I can see that other withdrawals were processed in a very short time. I also understand that you were notified that for larger withdrawals we have to perform additional checks and effectively money laundering processes. As your withdrawal was larger than your average ones in the past, it was to be processed a a bank payment which I understand you have received. Our advertisised bank tranfers have always been longer principally due to the time it takes to perform additional procedures. I also asked what mistakes had occurred and I'd appreciate if you email me at suppost@smallscreencasinos.com using the subject header reviews.co.uk and let me know as I couldn't see any. In short, I think trying to say that we feel its harsh to give the team a 3 star review when they did all they could to facilitate your withdrawal in the shortest time. Its 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 8 years ago

“I like playing on the phone casino,it's the best for bonuses only bad thing about it is that with the bonus money you can't play all the games where as on other sites with the bonus winnings you can ply on all other games,for that reason alone I'm not too keen on the game”

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(150438) - Posted 8 years ago

Hi Zalia Thank you so much for your review. We have looked at offering bonuses on other games that we haven't created. The reality is that because we have built our own system we cant have 2 different types of bonuses running as it would be very difficult to work out which bonus relates to which system when players flick between games. That's basically why we don't offer bonuses on games we haven't created. We are looking to revamp the bonus scheme in general this year so look out for the updates that will be sent around. Thank you again for your comments though, noted and we are on it. Kind Regards The Phone Casino

Posted 8 years ago

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