Contact

01 The three channels

Chat for speed, email for documents, phone for anything complicated.

For anything about personal data — access, correction or deletion — write to [email protected] so it reaches the data team directly.

02 What to have ready

Account email, the exact time, and a transaction reference. That is usually the whole conversation.

Support cannot discuss an account without confirming who they are speaking to, so the first two items below save the most time:

• The email address the account is registered to.
• Answers to the security questions set at registration.
• The transaction ID for any deposit or withdrawal in question.
• The exact date and time, including your timezone, that something happened.
• The game name and round ID if a specific spin or hand is involved.
• A screenshot, if there is an error message on screen.

03 Response times

Chat in minutes, email within a day, verification and complaints measured in days.

Withdrawals themselves run on a 24 to 48 hour clock that starts once verification is complete, with a $30 minimum and a $10,000 cap per transaction.

04 If something goes wrong

Support, then management, then the Malta Gaming Authority.

1. Start with support. Explain what happened and what outcome you are after. Most complaints end here.
2. If that does not settle it, email [email protected] and ask for a formal review. You will get an acknowledgement within 48 hours and a written decision, normally within 10 business days.
3. If you are still unsatisfied, the Malta Gaming Authority oversees our licence and can review how we handled your complaint.

The full escalation route also appears in our Terms & Conditions.

05 Support with gambling itself

Our agents can lock the account. Independent help is a separate phone call.

If you want a limit, a time-out or a self-exclusion, any agent can set it up immediately and will not ask you to justify it.

For counselling and financial help, the services below are free, confidential and independent of the casino. Gambling Help Online answers 24 hours a day on 1800 858 858; Lifeline is on 13 11 14; the National Debt Helpline is on 1800 007 007. BetStop, the national register, blocks every licensed Australian operator in one step.

More detail, including warning signs and the full list of account tools, is on our Responsible Gaming page.

06 Business and media

Partnerships and press go to a different inbox than player support.

Affiliate, partnership and press enquiries should go to [email protected]. Player support cannot route these and will simply redirect you here.

Regulatory correspondence relating to our Malta Gaming Authority licence should be sent through the channels on record with the Authority.