Question 1

How do I contact support by email after I complete my login?

Accepted Answer

Once you complete the login process, navigate to the Help or Support section of your account dashboard to find the official email address for customer support. Always send your message from the email address registered to your account so the team can verify your identity without delay. Make sure to include your username, account ID, a brief description of your issue, and any relevant AUD transaction amounts or cashier reference numbers in the body of your email.

Question 2

How long does email support take to reply?

Accepted Answer

Standard email queries are typically responded to within 12–24 hours. Complex issues such as KYC verification or AUD financial disputes may take up to 48 hours to resolve. Urgent matters, such as responsible gambling requests or account security concerns, are prioritised and often receive a response within 2–6 hours. Submitting a complete and well-documented email — including any cashier screenshots or EzeeWallet account confirmations — helps reduce wait times significantly.

Question 3

What documents do I need to send for account verification?

Accepted Answer

For KYC verification, you will typically need to submit a government-issued photo ID such as an Australian passport or driver's licence, proof of your residential address in the form of a utility bill or bank statement dated within the last three months, and proof of your payment method. If you use EzeeWallet, a screenshot of your account showing your registered name and email address is usually sufficient. All documents should be submitted as clear, high-resolution JPG, PNG, or PDF files to avoid delays caused by illegible images.

Question 4

Can I use email to redeem a bonus or query a missing promotion?

Accepted Answer

Yes, email is the recommended channel for any situation where you need to redeem a bonus that has not credited automatically, or where you want to dispute a promotional outcome. When emailing about an uncredited bonus, include your username, the deposit amount in AUD, the payment method used, and the specific promotion or bonus code in question. If the query relates to drops or prize draws, also include the date of the qualifying game session and attach a screenshot of the eligible result to give the team the best chance of resolving your case in a single exchange.

Question 5

Is email support available to Australian players around the clock?

Accepted Answer

Yes, email support runs 24 hours a day, seven days a week, including Australian public holidays. Local players can submit a support request at any time. While response times may vary slightly depending on query volume and the complexity of the issue, the support team operates continuously to ensure no email goes unanswered beyond the stated timeframes. Using the mobile app to submit your query outside of business hours is just as effective as submitting from a desktop browser.

Question 6

What should I do if I have not received a reply after 48 hours?

Accepted Answer

If 48 hours have passed without a response, first check your spam or junk email folder to confirm the reply has not been filtered. If there is no reply, send a polite follow-up to the same address, referencing your original message and including any ticket or case number from an automated acknowledgement. You can also use live chat to ask an agent to locate and escalate your existing email ticket. Having your account ID and a brief summary of the original query ready will help the live chat agent act quickly on your behalf.

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