burger icon
Casino Metropol United Kingdom
Log In

Contact Us

Contacting Casino Metropol

Casino Metropol is the United Kingdom-targeted presentation of the Casino Metropol brand available via the official domain metropolca.com. This page explains how you can contact customer support, submit complaints, and obtain regulatory contact details in a clear and structured way as of 2025.

Please read the information below carefully before submitting any request, especially if you are located in the UK, as Casino Metropol is operated under a Malta Gaming Authority licence and does not hold a licence from the UK Gambling Commission.

Primary Customer Support Channels

  • Contact form (recommended): Use the secure form below to send support requests, account queries, feedback, or complaints. Provide an accurate email address or messenger contact and a clear description of your issue.
  • Live chat: Where available on metropolca.com, you may use the live chat function for faster, real-time assistance with urgent matters such as login issues, transaction questions, or game interruptions.
  • Telephone support: A dedicated telephone number is not specified in the current data for Casino Metropol. All customer communications should therefore be initiated via the contact form or live chat.
  • Email-specific contacts: No direct customer service email address is specified. If you need written confirmation of communications, request that support replies to you in writing via the email address you provide in the form.

Service hours and response time: Customer support is intended to be available 24/7. The operator aims to respond to standard queries within one business day. Response times for complex technical, financial, or legal issues may be longer, but you will normally receive at least an acknowledgement within this timeframe.

Secure Contact Form

If you need assistance, feel free to reach out through our contact form. Provide your name (if requested in subsequent steps), email address or messenger contact, and a brief but clear description of your request. Our team will review your message and get back to you promptly, usually within one business day.

For urgent matters, you may additionally use our live chat feature on metropolca.com. However, submitting important complaints or formal requests via the contact form ensures that your case is recorded in writing and can be tracked through the internal complaints procedure.

Operator and Regulatory Contact Details

  • Website: The official site for Casino Metropol is operated via https://metropolca.com. All gaming services, support, and account management are provided through this domain.
  • Operating company: Casino Metropol is operated by Realm Entertainment Limited, a limited company registered in Malta.
  • Company registration number: C51126, registered in Malta.
  • Registered office / legal address (current): Betsson Experience Centre, Ta' Xbiex Seafront, Ta' Xbiex, XBX 1027, Malta (Realm Entertainment Limited).
  • Historical address (for reference): Level 9, East 14 Business Centre, Sliema Road, Gzira, GZR 1639, Malta (Realm Entertainment Limited; historical reference only and may no longer be in use).
  • Primary gaming licence: Malta Gaming Authority (MGA) licence number MGA/B2C/196/2010, authorising online casino gaming services under Maltese law.
  • Regulatory information: For more details regarding the licence and status of Realm Entertainment Limited, you may consult the MGA public registry at https://mga.org.mt/registry/.

Complaints and Dispute Resolution Procedure

  1. Step 1 - Contact customer support (internal resolution):
    OBSERVE: If you experience a problem with your account, a game, a transaction, or any other aspect of Casino Metropol, first contact customer support using the contact form above or via live chat on metropolca.com.
    EXPAND: Provide your username (if applicable), relevant dates and times of the incident, transaction references, screenshots where possible, and a clear description of what went wrong and what outcome you are seeking. This helps the support team investigate efficiently.
    REFLECT: The internal support team will review your case and aim to respond within one business day. Complex cases may require additional time; in such situations, you should receive an update explaining the status of your complaint.
  2. Step 2 - Escalation within the operator (formal complaint):
    If the initial response does not resolve your issue, you may request that your case be treated as a formal complaint and escalated within Realm Entertainment Limited. Clearly state that you are submitting a formal complaint, and keep copies of all correspondence (including dates and content of messages) for your records. The operator should conduct a further review and provide a reasoned response.
  3. Step 3 - External escalation to the Malta Gaming Authority (MGA):
    If you remain dissatisfied after completing the operator's internal complaints process, you may contact the Malta Gaming Authority player support service.
    Use the official MGA player support channel at https://mga.org.mt/support/ to submit a complaint regarding the conduct of Realm Entertainment Limited in relation to its MGA/B2C/196/2010 licence. Provide all relevant documentation, including your interactions with customer support and any final decision received from the operator.
  4. Step 4 - Retaining records:
    For your protection, keep a record of all messages, chat logs, emails, and screenshots related to your complaint. These records may be required by the MGA or any other competent authority to fully assess your case.

Note: The complaints process described above is based on the operator's status as an MGA-licensed entity. It does not involve the UK Gambling Commission, as Casino Metropol does not hold a UKGC licence.

Data Protection, Privacy, and Responsible Gambling

  • Privacy and personal data:
    OBSERVE: When you contact customer support, the information you provide (including your email or messenger details and the content of your message) will be processed by Realm Entertainment Limited for the purpose of handling your request.
    EXPAND: This processing includes verifying your identity where necessary, accessing your account data, and recording your request and our responses for compliance and quality assurance.
    REFLECT: For full information on how your data is collected, used, stored, and shared, please review the Privacy Policy available at https://metropolca.com/en/privacy-policy. If you have specific questions about data protection, you may raise them explicitly in your contact form message.
  • Terms and Conditions: For contractual information regarding your use of Casino Metropol, including rules on bonuses, payments, and account management, consult the Terms & Conditions at https://metropolca.com/en/terms-and-conditions. Support staff may refer to these terms when responding to your queries.
  • Responsible gaming: If you contact support about gambling-related harm, self-exclusion, limits, or cooling-off periods, your request will be prioritised as a safer-gambling issue. You can find detailed information and tools on the Responsible Gaming page at https://metropolca.com/en/responsible-gaming. In your message, clearly state if you need immediate help setting limits or closing your account for responsible gambling reasons.

Important UK Regulatory Notice

  • Absence of UKGC licence: Casino Metropol, as operated via metropolca.com by Realm Entertainment Limited, is licensed by the Malta Gaming Authority under licence number MGA/B2C/196/2010. It does not hold a licence from the UK Gambling Commission (UKGC).
  • Implications for UK-based players:
    OBSERVE: Because there is no UKGC licence, UK-specific regulatory protections and complaint mechanisms administered by the UKGC do not apply to your relationship with Casino Metropol.
    EXPAND: This means that you will not have access to a UKGC-approved alternative dispute resolution (ADR) entity through the UKGC framework in connection with this service. Regulatory oversight is primarily provided by the Malta Gaming Authority.
    REFLECT: Before opening or using an account from within the UK, you should carefully consider these regulatory differences and review all applicable terms and policies on metropolca.com. If you have any doubts about your legal position or local restrictions, you should obtain independent legal advice.
  • Use of this contact page: You may use this contact page to request further clarification regarding licensing, jurisdiction, or any other compliance-related matter. Support staff can provide information about the current licensing status and direct you to official resources such as the MGA registry at https://mga.org.mt/registry/.

Final note (2025): All contact procedures, regulatory references, and corporate details on this page are provided to the best of the operator's knowledge as of 2025 and may be updated. For the most current information, consult the legal pages and announcements on metropolca.com and the Malta Gaming Authority's official website.