For time-sensitive matters, live chat is always the right first step. The support team can access your account status, transaction history, bonus activity, and KYC verification stage in real time during a chat session, which means most issues are resolved without you needing to send follow-up messages or wait for a manual review.
When contacting support about a specific transaction, having the following information ready speeds things up considerably: your registered email address, the date and approximate time of the transaction, the payment method used, and the transaction amount. For KYC queries, note which documents you have already submitted and when. The more specific your initial message, the less back-and-forth is needed to reach a resolution.
For account security matters such as suspected unauthorised access or a password you cannot reset through the standard process, contact live chat immediately rather than waiting for an email response. The team can place a temporary hold on your account while the matter is investigated, which protects your balance during the process.
| Query Type |
Best Channel |
Expected Response |
| Bonus activation |
Live Chat |
2–5 min |
| Withdrawal status |
Live Chat |
2–5 min |
| KYC documents |
Live Chat or Email |
Same session or a few hours |
| Account security |
Live Chat |
Immediate |
| Formal dispute |
Email |
Up to 36 hours |
| General enquiries |
Live Chat or Social |
2–5 min / varies |
Responsible gambling support is also available through the support team at any time. If you need to set deposit limits, request a cooling-off period, or discuss self-exclusion options, live chat handles these requests immediately and without judgement. Australian players can also contact Gambling Help Online at 1800 858 858, a free and confidential national service available 24 hours a day.
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