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Casinomate Contact When You Need Someone Now

Real people at Casinomate answer around the clock, 24 hours a day, 7 days a week, by live chat, e-mail or phone.

Get help now Instant play, no download

Paid today

564,221 A$

3,365 Playing now

Licensed & auditedRegulated by the Malta Gaming Authority since 2007 (MGA/B2C/881/2007) with independent testing by iTech Labs and BMM Testlabs

Fast payouts16-minute average withdrawal time with A$42M processed weekly and up to A$57,000 per transaction

Data protection256-bit AES encryption secures all transactions and personal information across 11 payment methods

Three options

Casinomate Support, Three Doors In

No bots to push past and no guesswork about which door to knock on.

Live chat desk

Tap the chat bubble in the corner and a person is with you in about three minutes, any hour, for anything urgent on your account or a payment stuck mid-request.

Start chat

Slow but on the record

Send the detail to [email protected] and expect a reply in about two hours; best for screenshots, long explanations and anything you want in writing.

Write

Casinomate Voice Line

Call +61 2 7113 5352 (AEST) and a person picks up in about three minutes, ideal when you would rather talk a deposit or a blocked login through aloud.

Call

Calling from Sydney

Australian Player Contact Details

Same round-the-clock desk as everywhere else, priced in AUD and reachable on a number that stays in your time zone.

Reach us

Australian phone+61 2 7113 5352

Support time zoneAEST

LanguagesEnglish, German, Finnish, Norwegian

Support e-mail[email protected]

Supervision

Licensed byMalta Gaming Authority, MGA/B2C/881/2007

Need help

Gambling helpGambling Help Online, Lifeline Australia, BetStop National Self-Exclusion Register

Free Help Beyond This Site

Three independent organisations help with gambling problems, and none of them is part of Casinomate. Gambling Help Online, Lifeline Australia and BetStop National Self-Exclusion Register each work separately from the casino, so a conversation with them stays private and free.

Gambling Help Online. Offers free online counselling and self-help tools for anyone worried about their gambling habits.

Lifeline Australia. Provides confidential crisis support at any hour for people in distress, gambling-related or otherwise.

BetStop National Self-Exclusion Register. Lets you block yourself from gambling services across Australia through one national register.

Money or data

Which Address Handles Your Question?

One wrong inbox is the usual reason a clear question waits hours for a real answer.

Your account

General support, any question[email protected]

Document checks and verification[email protected]

Money matters

Deposits, withdrawals and payouts[email protected]

Anything else

Complaints, first stop[email protected]

Personal data and privacy requests[email protected]

Business and partnerships[email protected]

Company Details

Check Who Holds the Licence

Useful when you want the company, address and licence behind your Casinomate account before you play on.

The Company

Legal nameCasinomate Ltd.

Company numberC-86414 (Malta)

Registered addressLevel 4, Portomaso, Birkirkara

The Licence

RegulatorMalta Gaming Authority

Licence numberMGA/B2C/881/2007

In Writing

E-mail in writing[email protected]

Casinomate Complaints

Take It Up the Chain

Use this when a support answer missed the mark and you want the complaint to reach someone with authority.

Put It to Support First

Start with the support team through live chat or e-mail and describe what went wrong, with dates, amounts and any reference numbers you already hold. Keep the reply for your records.

How Long Until an Answer?

Expect a written answer within two hours by e-mail, though live chat usually settles things in about three minutes. Read the reply and check whether it covers the exact point you raised.

Casinomate Escalation Route

If the first answer leaves the matter open, ask for it to go to a senior reviewer and send the same details to [email protected] so the escalation sits with one team.

Referral to the Malta Gaming Authority

Should the internal route reach a dead end, the Malta Gaming Authority licenses Casinomate Ltd. under MGA/B2C/881/2007 and takes complaints about licensed operators. Bring your account details and the correspondence so far.

You Need an Answer Now

Answer Times, Channel by Channel

Casinomate staffs support every hour of every day, so the wait depends on the channel rather than the clock.

Live Chat

Chat hours24 hours a day, 7 days a week

Chat first reply3 minutes

Time zoneAEST

E-mail

E-mail address[email protected]

E-mail reply2 hours

Phone

Phone number+61 2 7113 5352

Phone wait3 minutes

Casinomate Quick Facts

Read This First, Then Message the Team

These answers cover languages, timings, documents and limits before you message the Casinomate support team.

trustWhy is support not answering me in my own language?+

Support answers in English, German, Finnish and Norwegian, and English is the one used for Australian players on chat, phone and e-mail. Pick German, Finnish or Norwegian if that feels easier, and the reply comes back in that same language. Lines are staffed at every hour of the day.

trustWhat happens when my account goes into verification?+

Give the team 44 hours for verification, counted from the moment the last document lands. Proof of identity, proof of address and payment method confirmation go in together, which keeps it to a single pass. Nothing is withdrawn until those checks finish.

trustWhat if support asks me to confirm my login details?+

An email address and your full name are enough for the team to find your account, and nobody will ever ask you for the password that sits behind it. Mention your date of birth if you have more than one address on file. Never share a password with anyone who claims to work for support, in any channel.

trustWhat if I want my account shut down for good?+

Ask chat, e-mail or phone to close the account, and it stays closed while you say so. You can also set a cooling-off period or self-exclusion if you want a break rather than a permanent end. Money sitting in the balance is returned to you once the checks are done.

trustWhat if the first reply does not fix my problem?+

Take the conversation to [email protected] and set out what went wrong, with dates and any chat reference. A senior team then reviews the case and replies with its decision. If that reply still leaves you short, you can take the matter to the Malta Gaming Authority.

trustDo I need to check the licence before I contact anyone?+

Casinomate Ltd. holds a licence from the Malta Gaming Authority, number MGA/B2C/881/2007. Nothing about playing here needs you to look the licence up, though it is yours to check any time. The company has run from Malta since 2007.

trustWhere do I go with a problem at 3am Sydney time?+

Support operates 24 hours a day, 7 days a week, so a Saturday night in Sydney is no different from a Tuesday morning. All hours are AEST, which is the clock most players in Australia already use. Chat, e-mail and the phone line all stay live through the night.

Gather First, Explain Once

Line these up before you open chat or dial, and the first reply can usually solve the problem.

Your registered e-mail address
The date and amount of the payment
Any reference or transaction number
A screenshot of the error or page
Account verification documents if asked