Support and Help Centre
Live chat 24/7, email under 2 hours, structured complaints SLA of 7 days. The fastest channels, the email address, and what to do if a ticket stalls.
Channels
Live chat (24/7): the chat widget in the lower right of every page. Median first-response is 90 seconds, median resolution is 4 minutes. Best for cashier questions, bonus questions and account access issues.
Email (24/7 inbox): [email protected]. Median first-response is 95 minutes, complex cases inside 24 hours. Use email when you need to attach documents (KYC re-uploads, dispute evidence, screenshots).
Help centre: the in-product FAQ covers the 60 most common questions, indexed by topic (account, deposits, withdrawals, bonuses, games, technical). Most questions are answered there without a ticket.
Response and Resolution Targets
| Issue Type | First Response | Resolution Target |
|---|---|---|
| Cashier (deposits, withdrawals) | 90 seconds (chat) | Same session |
| Bonus query | 90 seconds (chat) | Same session |
| KYC documents | 15 minutes (email) | 4 business hours |
| Account access (password reset, 2FA) | 90 seconds (chat) | Same session |
| Game dispute (round, payout) | 24 hours | 5 business days |
| Formal complaint | 24 hours | 7 days |
When the Ticket Stalls
If chat cannot help, ask to escalate. A senior agent picks up inside 30 minutes during European business hours, inside 4 hours at any other time. Escalations are logged and have their own 24h resolution SLA.
If the senior tier cannot help, file a formal written complaint at [email protected] with the subject "Formal complaint - [your username]". Operations replies inside 24 hours, the case follows a 7 day resolution clock, and you get a written outcome regardless of whether the complaint is upheld.
Independent Recourse
If the 7 day complaint process closes against you and you believe the outcome is wrong, escalate to the Curacao Gaming Control Board through the licensing authority Antillephone N.V. The licence number is 365/JAZ Sub-License GLH-OCCHKTW0707072017. We will share the full ticket log with the regulator on request. For responsible gambling concerns specifically, see the dedicated Safer Play page.
Languages
Chat and email currently English-only. German, Hungarian, Polish, Greek, Italian, Spanish, Dutch and French are scheduled for Q3 2026 along with the matching site translations.