How to reach us, and how fast

Live chat sits inside the account and runs 24 hours a day, every day of the year. It is the fastest route for the overwhelming majority of questions, because the agent can see the account in front of them while you are talking.

• Deposits that have not appeared, or withdrawals that are taking longer than the quoted window.
• Verification: what to send, what format, and why something was rejected.
• Bonus questions — wagering progress, game contribution rates, expiry dates.
• A game that froze, disconnected, or settled in a way that does not look right.
• Setting or lowering a limit, if you would rather do it with somebody than alone.

There is an international phone line behind the chat window, staffed around the clock. It is worth using when the situation is complicated enough that a written back-and-forth would take three times as long, or when it is stressful enough that you would rather hear a person.

The number is published in the account, so that it always matches the routing currently in use rather than a figure printed on a page a year ago. Have your account details with you when you call — we cannot discuss an account with somebody we have not identified.

Having these to hand routinely turns a two-message exchange into one.

1. The name and email the account is registered under.
2. The transaction reference for anything to do with money, and the method it used.
3. The date and time, with your timezone. "Last night" covers a lot of ground across Australia.
4. The exact game title if a round is in question, rather than a description of the theme.
5. A screenshot. It settles more disagreements than any amount of description.

We do, occasionally. What matters is what happens next.

1. Say so in the same conversation and ask for it to be escalated. You do not have to start again somewhere else.
2. A manager reviews the file, including the chat transcript, and comes back with a decision and the reasoning behind it.
3. If that is still not right, ask for our final response in writing and take it to the Curacao Gaming Control Board, which licenses and supervises the operation.

The full complaints route, including what the regulator will want from you, is set out in clause 10 of the terms and conditions.

Our agents can freeze an account, set a limit, or start a self-exclusion for you within minutes, and they will do all three without argument if you ask. What they are not is counsellors, and it would be dishonest to pretend otherwise.