Contact Us at Casinado
Our support team works around the clock, every day of the year, and most chats finish in under five minutes. Here is exactly how to reach us, what we can sort out on the spot, and what to check first so your query gets answered faster.
Our Support Channels and Hours
Live chat, the fastest option
Open the chat window from the speech bubble in the bottom right corner of any page on casinado-au.com. You will connect to a live agent within 1 to 2 minutes, day or night, because our chat desk is staffed 24/7. There is no phone line; chat and email cover everything our players need, and chat resolves most questions in a single session.
Email for detailed queries
Write to [email protected] when your issue needs attachments, such as screenshots of a failed deposit or ID documents for verification. We reply within 24 hours, and most emails are answered in 6 to 8 hours. Include your account username and a short description of the problem in the subject line, for example "Username 88214, card deposit not credited", so your email lands with the right team straight away.
| Channel | Where to find it | Hours | Typical response |
|---|---|---|---|
| Live chat | Speech bubble, bottom right of every page | 24/7 | 1 to 2 minutes to connect |
| [email protected] | 24/7 intake | Within 24 hours, usually 6 to 8 | |
| In-account messages | Your profile, Message Centre | 24/7 intake | Within 24 hours |
What We Can Help You With
Account and verification
Our agents can check your KYC status, tell you which of the three documents (photo ID, proof of address, payment method verification) is still missing, and escalate a stalled check directly to the payments desk. Verification takes 1 to 3 business days once we have all documents, and you will see the status change in your profile the moment it clears.
Payments, bonuses and gameplay
Deposits that have not landed, withdrawals stuck in processing, bonus wagering questions, missing free spins, tournament entries, anything money-related: chat can trace most payment issues in real time while you wait. Withdrawals of up to 8,000 AUD per day are standard, and if a payout exceeds that or sits beyond our usual 2-day processing window, an agent will tell you exactly where it is in the queue.
- Account access, login failures and password resets
- KYC document checks and verification status
- Deposits not credited and rejected transactions
- Withdrawal delays, limits and payment provider questions
- Bonus terms, 35x wagering rules, cashback and reload offers
- Technical faults: game freezing, error codes, display bugs
- VIP tier questions and loyalty benefits
- Responsible gambling tools and self-exclusion
Responsible gambling support
Ask us in chat or by email at any hour to set deposit limits, loss limits, session reminders or a cool-off period on your account, and we will action the request during the same conversation. If gambling is affecting your wellbeing, Gambling Help Online operates a free, confidential Australian helpline on 1800 858 858, available 24/7 and independent of us. We can also lock your account immediately on request while you decide what suits you best.
Check These Before You Write
Three quick checks that save time
A large share of the queries we receive are answered by information already sitting in your account. Before you open a chat or send an email, run through these three checks and mention the results when you contact us, because it lets the agent skip the opening questions and get to the fix.
- FAQ page: skim the FAQ for answers on bonuses, banking and verification before contacting us, most common questions are covered there.
- Profile and KYC status: open your account profile to see whether verification is pending, approved or needs another document.
- Transaction history: check your deposit and withdrawal history to confirm whether a payment shows as completed, pending or failed, and note the exact amount, time and method.
Details to include in your first message
Tell us your username, the date and time of the issue (AEST is fine), the payment method or game involved, and any reference number you received. One screenshot is worth ten paragraphs, so attach it to your email or have it ready to paste into chat. With those details in your opening message, we resolve roughly twice as many issues on first contact compared with queries that arrive without context.
Formal and Business Enquiries
Licence holder and formal correspondence
Casinado operates under licence OGL/2023/174/0921 issued by the Curaçao authority, with Casinado N.V. as the licence holder. Formal or legal correspondence should go to [email protected] with the words "Formal correspondence" at the start of the subject line; we route those messages to our compliance desk and acknowledge receipt within 2 business days.
Media and partnership requests
Journalists, streamers and affiliate partners should email [email protected] with the subject line "Media" or "Affiliates". Include your outlet or platform, audience reach and the type of partnership you have in mind. Our partnerships team reviews every proposal and replies within 3 business days; commercial enquiries sent through the general support queue are forwarded, but the subject-line route is faster.
Frequently asked questions
Does Casinado Casino have a phone number?
No. We handle all player contact through 24/7 live chat and email at [email protected]. Chat connects you to an agent in 1 to 2 minutes, which is faster than any phone queue.
How fast do you reply to emails?
We answer every email within 24 hours, and most within 6 to 8 hours. Emails with a clear subject line, your username and a screenshot attached are resolved fastest.
Can I contact support before signing up?
Yes. Live chat is open to visitors as well as registered players, so you can ask about bonuses, banking methods or verification before you create an account.
Who do I contact about a stuck withdrawal?
Use live chat first. An agent can trace your payout in real time and tell you whether it is queued, awaiting verification or already sent. Standard withdrawals complete within up to 2 days.
Can support set deposit limits for me?
Yes. Ask in chat or by email at any hour and we will set deposit limits, loss limits, session reminders, a cool-off period or self-exclusion during the same conversation.