These seven answers cover the small print players ask about after the first reply lands.
trustHow long until I get my data request handled?+
Ask for a copy of your data, or for deletion, through
[email protected]. The team replies within twelve hours and confirms what was sent, held or erased. Deletion requests close the account, since we cannot keep a record of a player we no longer hold data on.
trustCan I write to you in German or Spanish?+
Yes, four languages are spoken on every shift: English, German, French and Spanish. Write in any of them and the reply comes back in the same one. Australian players usually start in English and stay there.
trustWhy did nobody fix my problem the first time?+
Support answers first, so write to
[email protected] with the chat transcript or ticket reference attached. A senior agent reviews it and replies within twelve hours. Nothing changes after that, you can take the matter to the Anjouan Offshore Finance Authority, our licensing regulator.
trustCan I get help at 3am on a Sunday?+
Chat and phone run through the night, weekends and public holidays, because support is staffed 24/7. Times are quoted in AEST, the clock Australian players work from. A reply typically lands in about two minutes on chat and about one minute by phone.
trustWhat if my documents get rejected?+
Most checks finish inside thirty-eight hours once all three documents arrive: proof of identity, proof of address and payment method confirmation. If something is unreadable or the name differs, the clock restarts, so send clear photos first time.
trustWhy must I withdraw my balance before closing?+
Yes, you can close your account whenever you like, and it is the only account you may hold with us. Write from your registered email address so the team matches the request to you, and it is actioned the same day. Deposits stop immediately, so withdraw any balance first.
trustWhat happens when I cannot recall my login?+
When you get in touch, the agent needs your registered email address, full name and date of birth, plus the last four digits of a payment method used. No password is ever requested, by anyone, on any channel. Any message asking for one is not from us.