Updated
Contact Matchbook
Getting in touch with our support team
We keep things simple. There are two ways to reach us: live chat and email. Chat suits anything that needs a quick answer while you are logged in, such as a question about a market, a bet or your account. Email suits longer queries, or anything where you want a written record.
Our email address is support@matchbook.com. We do not publish a telephone line or a postal address on this page, so please be wary of anyone claiming to contact you from Matchbook through other channels.
What to include so we can reply properly
A vague message means a slower answer. Help us help you by giving us the details up front.
- The username or email address registered on your account (never your password).
- A short description of the problem and when it happened.
- For bet queries: the event, market, bet reference and approximate time of placement.
- For payment queries: the amount, the date and the method you used.
- Screenshots, where an error message appeared.
Do not send full card numbers or security codes. We will never ask for them.
Verification and account checks
As a UK-licensed operator, we are required to confirm who our customers are. If we ask for identity or address documents, it is to meet our obligations under our licence, not to inconvenience you. Reply to the request through the same channel, send clear and complete images, and tell us if anything is unclear. Questions about a verification request can go to support@matchbook.com or live chat. Our privacy policy explains how we handle the documents you provide.
If you are not satisfied with our reply
Mistakes happen, and sometimes we get things wrong. If a response does not resolve your issue, email us again, state clearly that you wish to make a complaint, and explain what outcome you are seeking. We will look at it again with fresh eyes. Matchbook is operated by Triplebet Limited and regulated by the UK Gambling Commission under licence number 39504. If we cannot settle a dispute between us, you may be able to take it further to an independent adjudication service; we will point you to the right one when we respond.
Support for safer gambling
If gambling is starting to feel like a problem, contact us and ask us to help set limits or take a break. You can also speak to GamCare on 0808 8020 133 or visit gamcare.org.uk for free, confidential support. Matchbook is for adults aged 18 and over only.
Frequently Asked Questions
How can I contact Matchbook?
- Use live chat while logged in, or email support@matchbook.com. These are the only support channels we list.
Should I include my password in a support email?
- Never. We will not ask for your password, full card number or security code by any channel.
Why have you asked for identity documents?
- We must verify customers under the conditions of our UK Gambling Commission licence. Send clear copies through the channel we asked you to use.
How do I make a formal complaint?
- Email support@matchbook.com, say you wish to complain, and describe the issue and the resolution you want. If we cannot resolve it, we will explain your options for independent review.
Where can I get help with my gambling?
- Contact GamCare on 0808 8020 133 or at gamcare.org.uk. You can also ask us to apply limits or a break on your account.