Contact Casino Chan Support
Need a hand with your account, a deposit or a bonus? Our support team is on deck around the clock, and this page lists every way to reach us, complete with response times and the details to have ready before you get in touch.
Reach Our Support Team
Live chat, the fastest option
The live chat window sits in the bottom right corner of every page on casinochan-pokies.com, including on mobile. Tap the chat bubble, enter your name and email, and you are in the queue. Our agents answer in under 2 minutes on average, and the service runs 24 hours a day, 7 days a week, including public holidays. Chat is the best pick for urgent matters such as a stuck withdrawal or a login problem.
Email for detailed queries
There is no phone line, and any number claiming to be ours is not genuine, so treat it with caution. We do not use outbound calls, and we never ask for your password over chat or email.
| Channel | Availability | Average response | Best for |
|---|---|---|---|
| Live chat | 24/7 | Under 2 minutes | Urgent account and payment issues |
| Email [email protected] | 24/7 | Within 24 hours | KYC documents, disputes, detailed questions |
| In-site contact form | 24/7 | Within 24 hours | Messages sent without opening your inbox |
What We Can Help With
Everyday requests we handle
Our agents resolve most tickets on first contact. Below are the categories that come up most often, together with what we typically need from you to fix things fast.
- Account issues: password resets, changed email addresses, locked accounts and duplicate registration checks.
- KYC and verification: uploading your passport or ID, proof of address and payment method documents before your first withdrawal.
- Deposits: missing PayID or crypto transfers, failed card payments and questions about the 15 AUD minimum.
- Withdrawals: pending payouts, the 6,000 AUD daily and 24,000 AUD monthly caps, and processing windows from 0 to 24 hours for crypto and e-wallets.
- Bonuses: wagering questions on the 40x requirement, Monday free spins, weekend reload offers and weekly cashback up to 15 per cent.
- Technical faults: games that will not load, error messages on mobile browsers and display glitches.
- Responsible gambling: setting deposit or loss limits, session reminders and self-exclusion, plus a referral to Gambling Help Online on 1800 858 858.
When a case needs escalation
If a first-line agent cannot close your ticket, it moves to a senior team with a target resolution time of 72 hours. You receive a ticket number at the moment of escalation, and quoting it in any follow-up keeps the full history attached. Complaints about outcomes go to the shift supervisor on duty, and we send you the final decision in writing.
Check These Before Writing
Three quick checks that save time
When you do contact us, have three things at hand: your registered username, the approximate time of the issue and any relevant reference number. With those details, an agent can pull up your case in seconds instead of asking follow-up questions. Screenshots of error messages shave further time off, especially for technical faults.
- Read the FAQ section in the site menu: it covers bonus terms, wagering rules and the most common deposit questions.
- Open your profile and check your KYC status. If your documents show as under review, no action from us is needed yet.
- Look at your transaction history. Deposits sometimes take a few minutes to display, and crypto transfers need network confirmations before they land.
Business and Media Enquiries
Press, affiliates and partnerships
Journalists, affiliate partners and suppliers reach a separate desk at [email protected]. We answer partnership mail within two business days, and the support team never forwards commercial queries, so using the right address avoids delays. Formal written correspondence for Casino Chan, operated by Dama N.V. under Curaçao licence OGL/2023/174/0082, goes to the same address with the subject line marked Registered Mail. We launched in 2015 and keep one mailbox per department so every enquiry lands with the people who can actually act on it.
Frequently Asked Questions
How fast does live chat reply?
Our live chat agents answer in under 2 minutes on average, and the service runs 24/7 including public holidays.
Which email address do I use?
Send account and payment questions to [email protected] and we reply within 24 hours. Business and media enquiries go to [email protected].
Do you have a phone number?
No. We run chat and email only, and any phone number claiming to belong to us is not genuine.
What should I include in my message?
Include your username, the time the issue occurred and any reference number. Screenshots of error messages also help us fix things faster.
Can support help with gambling limits?
Yes. Agents can set deposit limits, loss limits and session reminders, or start a self-exclusion straight away. For free confidential counselling, Gambling Help Online is on 1800 858 858.