Contact Us

Need help with your account, have questions about our services, or want to report an issue? Multiple contact channels are available depending on your needs and urgency.

Live Chat Support - 24/7

The fastest way to get help for most issues. Live chat connects you directly with support agents who can:

Resolve account access problems
Answer questions about deposits and withdrawals
Explain bonus terms and conditions
Troubleshoot technical issues
Process self-exclusion requests
Assist with verification document submissions

How to access: Click the chat icon in the bottom right corner of any page. Available whether you're logged in or not.

Response time: Usually under 2 minutes during most hours. Occasionally longer during peak periods (evenings and weekends).

Best for: Urgent matters requiring immediate attention or back-and-forth conversation.

Email Support

Send detailed inquiries to [email protected] for non-urgent matters that benefit from thorough written responses.

What to include in your email:

Your account username or registered email address
Clear description of your issue or question
Relevant screenshots if reporting technical problems
Transaction IDs for payment-related inquiries
Any error messages you've encountered

Response time: Typically 12-24 hours. Complex issues may require additional time for investigation.

Best for: Detailed questions, complaints requiring documentation, or situations where you prefer written communication records.

Specialized Contact Addresses

For specific types of inquiries, use these dedicated email addresses:

Privacy concerns: [email protected]
Verification issues: [email protected]
VIP services: [email protected] (for Gold and Platinum tier members)
Partnership inquiries: [email protected]

Self-Service Resources

Before contacting support, check if your question is answered in our FAQ section. Common topics covered include:

How to register and verify your account
Deposit and withdrawal methods and processing times
Bonus terms and wagering requirements
Responsible gambling tools and self-exclusion
Game rules and RTP information
Technical troubleshooting for common problems

Many issues have quick solutions documented in the FAQ, potentially saving you time compared to waiting for support responses.

What to Expect When Contacting Us

Our support team aims to provide helpful, accurate responses as quickly as possible. Here's what you can expect:

First Contact Resolution

We try to resolve issues on first contact rather than bouncing you between departments or requesting information we should already have access to. Support agents have authority to handle most problems directly.

Clear Communication

Expect straightforward explanations without excessive jargon or scripted corporate language. If we can't help with something, we'll tell you why and what alternatives exist.

Escalation When Needed

Complex issues that require specialized knowledge or management decisions get escalated promptly. We'll inform you when this happens and provide estimated resolution timeframes.

Follow-Up

For ongoing issues, we track conversations and follow up to ensure problems are fully resolved. You won't need to explain your situation repeatedly to different agents.

Complaints & Disputes

If you're dissatisfied with our service or believe we've made an error:

Step 1: Contact Support

Start by explaining your concern to our support team via live chat or email. Most issues resolve through direct communication once we understand the full situation.

Step 2: Formal Complaint

If initial support doesn't resolve your concern satisfactorily, submit a formal complaint to [email protected] including:

Detailed description of the issue
What resolution you're seeking
Relevant documentation (screenshots, transaction records, previous support correspondence)
Your account details

Formal complaints receive management review within 48 hours. We'll acknowledge receipt and provide expected resolution timeframe.

Step 3: Licensing Authority

If we cannot reach satisfactory resolution, you may escalate to our licensing authority:

Curacao eGaming
License Number: 1668/JAZ
Website: curacao-egaming.com

The licensing authority provides independent dispute resolution for unresolved complaints between players and licensed operators.

Feedback & Suggestions

We value input about how to improve our platform. Share feedback about:

Features you'd like to see added
Game providers or titles you want included
Payment methods that would benefit players in your region
User interface improvements
Promotional structures or bonus types

Send suggestions to [email protected]. While we can't implement every suggestion, we review all feedback and prioritize changes that benefit the broader player community.

Operating Hours

Live Chat: 24/7, year-round including holidays
Email: Monitored 24/7 with responses typically within 12-24 hours
Phone: Not currently available

While live chat operates continuously, response times may be slightly longer during peak hours (typically 6pm-11pm in major time zones). Email responses may take longer on weekends and holidays but still process daily.

Language Support

Primary support language: English

Our support team operates primarily in English. If you need assistance in another language, we'll do our best to accommodate through translation tools, though response accuracy may be limited. For complex issues, we recommend using English if possible or seeking assistance from someone who can translate.

Quick Contact Summary

Contact Method	Use For	Response Time
Live Chat	Urgent issues, quick questions	Under 2 minutes
Email (support@)	Detailed inquiries, documentation	12-24 hours
Email (privacy@)	Privacy and data concerns	24-48 hours
Email (verification@)	Document verification issues	12-24 hours
Email (complaints@)	Formal complaints	48 hours