How to Reach Us
Live Chat
The fastest way to get help. Start a live chat from any page on the site using the chat icon in the bottom-right corner. Response times are typically under two minutes.
- Available: 24/7
- Languages: English
- Response time: Under 2 minutes
Email Support
For non-urgent matters or when you need to send documentation, email the support team. You will receive a reply within 24 hours.
- Address: support@westace.com
- Response time: Within 24 hours
- Best for: Account queries, document submission, complaints
Account Questions
How do I create a WestAce account?
Click the Sign Up button at the top of any page. Choose your welcome bonus, enter your personal details, and confirm your registration. The process takes about one minute. For step-by-step guidance, visit the Registration page.
I have forgotten my password. How do I reset it?
On the login screen, click "Forgot your password?" and enter your registered email address. You will receive a password reset link by email within a few minutes. Check your spam folder if it does not appear in your inbox.
How do I update my personal details?
Log in to your account and navigate to the Settings or Profile section. Some changes may require you to contact the support team directly - for example, changes to your name or date of birth require identity verification documents.
My account has been locked or restricted. What should I do?
Account locks can occur for several reasons including security checks, failed verification, or self-exclusion requests. Contact the support team via live chat or email so the issue can be investigated and, where appropriate, resolved.
Can I close my account?
Yes. You can request an account closure at any time by contacting the support team. If you are closing your account for responsible gambling reasons, please see our Responsible Gambling page for self-exclusion options, which may be more appropriate.
Bonus Questions
How do I claim the welcome bonus?
The welcome bonus is activated automatically when you make a qualifying deposit. Ensure you have opted in to the bonus during registration. The minimum qualifying deposit is £20. Full details are on the Offers page.
What does wagering requirement mean?
A wagering requirement is the number of times you must wager the bonus amount (plus your deposit, in some cases) before the bonus converts to real cash that can be withdrawn. For example, a 35x requirement on a £100 bonus means you need to wager £3,500 in total before the funds become withdrawable.
My bonus has not appeared in my account. What should I do?
Bonuses are usually credited instantly or within a few minutes of a qualifying deposit. If your bonus has not appeared after 30 minutes, contact the support team via live chat with your deposit reference number and they will investigate promptly.
Can I withdraw funds while a bonus is active?
If you attempt to withdraw while a bonus is active, the bonus and associated winnings will be forfeited before the withdrawal is processed. If you wish to forfeit a bonus and withdraw your real-money balance, contact the support team for assistance.
Payment Questions
How long does a withdrawal take?
Withdrawals are processed within 1-3 business days once your identity verification (KYC) is approved. Completing verification before your first withdrawal request avoids any delays.
What documents do I need for verification?
You need a valid photo ID (passport, driving licence, or national ID card), a selfie holding that document, proof of address dated within the last 3 months, and source of funds documentation. Full details are on the Cashier page.
Why has my deposit not been credited?
Card deposits are usually instant. If a deposit has not appeared after 15 minutes, contact the support team with your transaction reference. Bank transfers and some crypto transactions can take longer depending on the network.
What cryptocurrencies are accepted?
WestAce accepts Bitcoin, Ethereum, Litecoin, Ripple, Tether (USDT), USD Coin (USDC), Bitcoin Cash, Dogecoin, and Cardano. Full deposit and withdrawal limits are listed on the Cashier page.
Responsible Gambling Support
If you are concerned about your gambling, or that of someone else, help is available free of charge:
- BeGambleAware.org - 0808 8020 133 (free, 24/7)
- GamCare - free counselling and support
- GamStop - free self-exclusion across UK-licensed sites