Follow the same four steps we apply to every player in Australia, in this order.
Send it to the complaints inbox
Write to [email protected] with what happened, the dates and any reference you already hold. Keep the opening short; attachments carry the detail.
Hold on to your reference
Expect a unique reference once the case is logged, and treat the e-mail reply as the record of what was promised. A named handler stays with the file.
When the answer misses the point
Ask for a review by a senior member of staff if the first answer misses the point, quoting your reference and the outcome you want.
After we have replied
Take an unresolved dispute to the Malta Gaming Authority, the regulator named on this page, once internal steps are done. Bring the reference and both replies.
Skip the guesswork
Straight answers on support
After reading this you will know how support works and what to expect from it.
accountHow long does verification take to clear?+
Verification usually finishes within 66 hours once your documents arrive. Support places a note on the account so you can track progress yourself. Until it clears, withdrawals stay paused.
accountWhy can I only get help in some languages?+
Support replies in English, German, Finnish and Norwegian. Write in whichever of those suits you. Anything else will still get a reply, but only in English.
accountDo I need to give my password to get help?+
All support needs is your registered email address and the last four digits of a payment method. Never send your password, because no genuine agent will ask for it. That pairing is enough to open your file.
accountWhen is support actually awake to help me?+
Live chat and phone run around the clock, every day of the year. Nothing closes for nights or public holidays in Australia. Email lands whenever you send it and gets answered within a day.
accountWhat if the answer I get doesn't help me?+
Say plainly that you want it reviewed and ask for the complaint reference. If the reply still misses the mark, send the details to [email protected]. Unresolved matters can then go to the Malta Gaming Authority.
Answer times
When someone actually answers
Gives you the exact waiting time per channel, so you can plan around it.