Support Services by Category
Account Management
| Issue Type |
Recommended Channel |
Typical Resolution Time |
| Login problems, password reset |
Live Chat |
5-10 minutes |
| Email address change |
Email with verification |
4-6 hours |
| Account closure request |
Email or Live Chat |
Immediate confirmation, 24h processing |
| Self-exclusion setup |
Live Chat (immediate) |
Instant activation |
| Personal details update |
Dashboard or Email |
Immediate for some fields, 24h for verified fields |
Payment & Banking
- Deposit not credited: Live chat with transaction ID. Resolution typically 10-15 minutes after verification.
- Withdrawal delays: Email or live chat. Check verification status first. Standard resolution 2-4 hours.
- Payment method addition/removal: Live chat. Instant for most methods.
- Transaction history disputes: Email with transaction details. Investigation 24-48 hours.
- Cryptocurrency address verification: Email with blockchain explorer screenshot. Verification within 6 hours.
Bonuses & Promotions
- Bonus not credited: Live chat with deposit details and promo code used. Resolution 5 minutes.
- Wagering requirement clarification: Live chat for immediate answers. Check terms page first.
- Free spins not appearing: Live chat. Usually technical issue resolved within minutes.
- VIP tier status questions: Dashboard shows current status. Email for detailed tier progression info.
- Bonus terms disputes: Email with specific query. Detailed response within 4 hours.
Verification & KYC
- Document upload issues: Email documents directly to [email protected] with subject "KYC Documents - [Username]"
- Verification status check: Dashboard shows real-time status. Live chat for detailed updates.
- Document rejection explanation: Automatic email explains rejection reason. Reply to email for clarification.
- Additional documents requested: Submit via email attachment. Confirmation within 1 hour, review within 12 hours.
Technical Issues
- Game loading failures: Live chat. Check browser/connection first. Resolution 5-10 minutes.
- Display problems: Live chat with screenshot. Browser cache clear often resolves immediately.
- Mobile platform issues: Email with device model, OS version, browser type. Investigation 6-12 hours.
- Connection drops during gameplay: Live chat. Most game providers restore session automatically.
- Bet not registered: Live chat immediately. Transaction log verification within 10 minutes.
Getting Faster Responses
Information to Provide Upfront
For All Inquiries:
- Account username (never include password)
- Registered email address
- Brief, clear description of issue
- What you've already tried to resolve
For Payment Issues:
- Transaction ID or reference number
- Amount and currency
- Payment method used
- Transaction date and time
- Screenshot of confirmation (if available)
For Technical Problems:
- Device type (computer, phone, tablet)
- Operating system and version
- Browser and version
- Screenshot or screen recording of error
- Game name (for game-specific issues)
- Error message text (exact wording)
For Bonus Issues:
- Promo code used
- Deposit amount
- Expected bonus amount
- Deposit timestamp
What Slows Down Resolution
- Vague descriptions without specific details
- Multiple unrelated questions in single inquiry
- Sending same inquiry through multiple channels simultaneously
- Missing essential information requiring follow-up questions
- Not checking FAQ or help section before contacting
Formal Complaints & Dispute Resolution
Unresolved issues or serious complaints require escalation beyond standard support channels.
Complaint Submission Process
- Attempt resolution through standard support channels first
- Document all communication: dates, agent names, responses received
- Email [email protected] with subject "FORMAL COMPLAINT - [Username]"
- Include: detailed complaint description, supporting evidence, previous support interaction summary, desired resolution
- Management reviews within 48 hours
- Receive formal response within 5 business days
- If unsatisfied with response, escalate to licensing authority
Licensing Authority Contact
Authority: Curacao eGaming
License Number: 8048/JAZ
Website: www.curacao-egaming.com
Licensing authority handles disputes unresolved through casino internal processes. Submit complaint through their official portal with all documentation from previous complaint attempts.
Responsible Gaming Assistance
Dedicated support for players needing help with gambling control tools or experiencing gambling problems.
Immediate Actions Available
Contact support via live chat requesting: Deposit limits activation, loss limits setup, session time reminders, cool-off period (24 hours to 6 weeks), self-exclusion (6 months, 1 year, permanent).
Restrictions activate immediately - no persuasion attempts, no delays, no minimum waiting periods. Support cannot reverse restrictions once activated, protecting players from impulsive decisions.
External Australian Support Resources
Gambling Help Online
Phone: 1800 858 858 (24/7 free call)
Website: www.gamblinghelponline.org.au
Services: Phone counseling, online chat, email support
Lifeline Australia
Phone: 13 11 14 (24/7 crisis support)
Website: www.lifeline.org.au
Services: Crisis intervention, suicide prevention
Gamblers Anonymous Australia
Website: www.gamblersanonymous.org.au
Services: Peer support meetings, fellowship groups
Business & Partnership Contact
Affiliate Program Inquiries: Email [email protected] with subject "Affiliate Program Interest"
Media Requests: Email with subject "Media Inquiry"
Business Partnerships: Email with subject "Partnership Proposal"
Software Provider Applications: Email with subject "Provider Integration"
Business inquiries reviewed within 5-7 business days. Include relevant background information, proposal details, and contact information for follow-up.
Player Feedback & Platform Improvement
Feature requests, improvement suggestions, and platform feedback welcomed through email or dashboard ticket system.
Feedback Categories
- Game Requests: Specific titles or providers you'd like added
- Feature Suggestions: New functionality or tool ideas
- Bonus Structure: Promotion format preferences
- Payment Methods: Additional banking options needed
- User Interface: Design or navigation improvements
All feedback reviewed monthly. Popular requests considered for implementation roadmap. Direct responses not guaranteed for all feedback, but all submissions read and logged.
Support Availability & Coverage
Live Chat: Continuous 24/7 operation
Email: Monitored 24/7, responses within 4-12 hours
Peak Support Hours: 18:00-02:00 AEST (more agents available)
Off-Peak Hours: 04:00-12:00 AEST (reduced staff, potentially longer waits)
Language: English only
Time Zone: All times referenced in AEST (Australian Eastern Standard Time)
Communication Best Practices
- Be specific: "My withdrawal from Dec 15 for $500 hasn't arrived" better than "Where's my money?"
- Include context: Explain what happened leading to issue
- Stay calm: Polite communication receives priority attention and better outcomes
- Provide evidence: Screenshots, transaction IDs, timestamps strengthen your case
- Follow up appropriately: Allow stated response timeframes before chasing
- Use one channel: Don't send same inquiry via chat, email, and ticket simultaneously
- Keep credentials private: Never share password or full card numbers
Contact Summary
Primary Email: [email protected]
Live Chat: Available bottom-right corner all pages
Support Hours: 24/7/365
Average Chat Response: 87 seconds
Average Email Response: 4.2 hours
Language Support: English
License: Curacao eGaming #8048/JAZ
For urgent issues requiring immediate attention, always use live chat. For detailed inquiries needing thorough investigation, email provides better communication format with documentation capability.
