Contact
Help Desk
Real people answer every message between 08:00 and 22:00, seven days a week. We work by email through the help centre — there is no phone line — so this page shows how to get the fastest, most useful reply.
Last updated: · 7 sections
- 08:00–22:00Help desk hours, every day of the year
- EmailThrough the help centre or straight to our inbox
- 2Languages we answer in: English and German
- No phoneWe say it up front so you don’t hunt for a number
Ways to reach us
Help centre ticket
Log in and open Account → Help. Your details attach automatically, so we skip the identity questions.
In the app
The iOS and Android apps open the same help centre from the profile menu.
Opening hours
| Day | Hours | Channel |
|---|---|---|
| Monday to Friday | 08:00–22:00 | Email and help centre |
| Saturday and Sunday | 08:00–22:00 | Email and help centre |
| Public holidays | 08:00–22:00 | Email and help centre |
Messages sent overnight are waiting for us at 08:00 and handled in the order they arrived. For gambling-related distress at any hour, call Gambling Help Online on 1800 858 858 — they are open 24/7 and we are not.
Before you write
One complete message gets solved in one reply. Include:
- The email address or username on your account.
- What happened, and when (date and approximate time).
- For payments: the method, the amount and any transaction reference.
- For games: the game name, and a screenshot if something looked wrong.
Never send your password or a full card number. We will never ask for either.
Quick answers to common questions
Where is my withdrawal?
Withdrawals are processed within 1-3 business days after verification. Weekends don’t count as business days.
PaymentsWhy do you need my ID?
Our licence requires age and identity checks before the first payout. See the verification steps.
VerificationHow does the welcome bonus work?
200% up to $2,000 plus 100 free spins on your first deposit, with wagering shown on the offer.
BonusesCan you help me take a break?
Yes. We can apply a time-out or self-exclusion for you, or you can do it yourself on Play Responsibly.
Safer playWhat are the limits?
Deposits $10 to $5,000; withdrawals $20 to $50,000 per transaction.
CashierIs there an app?
Yes, a dedicated app for iOS and Android with the full lobby.
MobileIf something went wrong
- Email us with “Complaint” in the subject so it goes straight to a senior team member.
- We confirm we have it and reply in writing, normally within 10 business days.
- Still not resolved? You can take it to the Malta Gaming Authority’s player support service. Full details are in the House Rules.
Why there’s no phone line
Most casino questions involve a transaction ID, a screenshot or a document — things that are hard to pass over the phone and easy to lose track of. Email keeps a written record for both of us and lets the right specialist pick up your case. We know some players would still prefer to talk; that feedback reaches us, and this page will change if our channels do.
What happens to your message
Help desk emails are stored for two years so we can follow up complaints, then deleted. Only support and compliance staff can read them. More in the Privacy Notice.
No section on this page mentions that. Try a shorter word, or ask the help desk.
Sorted? Back to the games
Your balance, your favourites and your VIP level are right where you left them.