Contact us, we answer around the clock
Our care team works 24/7, every day of the year. Live chat is the fastest way to reach us; email suits anything that needs documents or a paper trail. Below you will find every channel, our real response windows, and a few quick checks that cut your waiting time.
How to reach us
You can reach us at any hour through two channels. Live chat sits in the bottom right corner of every page on nationalcasino-pokies.com: tap the chat bubble, type your question, and a real agent joins the conversation. Email us at [email protected] when you need to attach screenshots, ID documents, or payment receipts.
| Channel | Where to find it | Hours | Typical first response |
|---|---|---|---|
| Live chat | Chat bubble, bottom right of any page | 24/7, all year | Under 2 minutes at most hours, up to 5 minutes at peak |
| [email protected] | 24/7 inbox, replies around the clock | Within 24 hours, usually 2 to 6 hours | |
| Responsible gambling help | Same channels, ask for the RG team | 24/7 | Immediate in chat, same day by email |
What to include in your email
One line of context saves a round trip. Put your registered email address or player ID in the first line, describe what happened with dates and amounts where relevant, and attach anything that shows the issue. Do not send full card numbers or passwords; we will never ask for them.
- Your player ID or registered email address
- The date and time the issue occurred
- Amounts in AUD if the query involves a transaction
- Screenshots or error messages, if you have them
What we can help with
Our agents handle every account-side question: sign-up hiccups, password resets, KYC document reviews, deposit and withdrawal status, bonus and free spins queries, and technical faults such as a game not loading or a session dropping mid-spin. If something breaks on our side, we fix it; if it sits with a payment provider, we chase them and tell you where things stand.
- Account access: login issues, password resets, changing personal details
- KYC: uploading ID, proof of address, or payment method verification before your first withdrawal
- Payments: deposits not arriving, withdrawal status, the 6,000 AUD daily limit, or the 1 to 3 business day e-wallet and bank timelines
- Bonuses: wagering on the 40x welcome bonus terms, Friday reload, weekly free spins, VIP tier questions
- Technical: game errors, frozen sessions, mobile site issues on iOS or Android
- Responsible gambling: deposit limits, loss limits, session reminders, and self-exclusion, plus Gambling Help Online on 1800 858 858
Check these first
A quick check on your side often answers the question before you write to us. Your profile dashboard shows your KYC status, and the transaction history page lists every deposit and withdrawal with its current state. The FAQ covers the common ground: bonus wagering, minimums such as the 15 AUD deposit and 30 AUD withdrawal, and how long payouts take.
- Open your profile and check KYC status; a pending document is the usual reason a withdrawal waits
- Read the transaction history to confirm whether a deposit has landed or a withdrawal is still processing
- Scan the FAQ for bonus terms and payment timelines; most bonus questions are answered there
- Have your player ID ready before opening the chat, it shaves a minute off every reply
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Frequently asked questions
How fast does live chat reply?
Usually under 2 minutes. At peak times you may wait up to 5 minutes before an agent joins.
Do you have a phone number?
No. We run support through live chat and [email protected] only, both staffed 24/7.
My withdrawal is taking longer than 3 days. What do I do?
Check your profile first; if KYC documents are still pending, that is the hold-up. If everything is verified, email [email protected] with your player ID and the withdrawal amount, and we will chase it with the payment provider.
Can I ask support to set deposit limits?
Yes. Ask the chat agent or email us, and we will apply deposit limits, loss limits, session reminders, or self-exclusion on your account the same day. Gambling Help Online is available on 1800 858 858 if you want independent support.
Is support available on weekends and public holidays?
Yes, chat and email are staffed 24/7 every day of the year, including Australian public holidays.