Worth a look when a reply has left you unsure what to do next.
accountWhy bother chasing a reply I already got?+
A short reply is not always a closed case. Reply to the same email or reopen the chat and name what is still wrong, and the team escalates it to a senior agent. Complaints you are unhappy with go to
[email protected] before anything else.
accountWhy would I shut my account instead of pausing it?+
Closing suits players who are done for good, since the account cannot be reopened later. Chat or email asks for it in writing, and any balance is settled first. If you only need a break, ask for self-exclusion or a deposit limit instead.
accountCan I get help at night or on a public holiday?+
Yes. Live chat, email and the phone line run around the clock, every day of the year, with no gap for weekends or public holidays. Times quoted here are in AEST, so adjust for your state if you are elsewhere in Australia.
accountWhy does the language I get depend on the channel?+
Agents answer in English, German, French and Spanish, so say which one you prefer at the start of a chat. Email replies in the four languages usually take a little longer than English. Phone support is easiest in English.
accountWhat happens when I want my data copied or wiped?+
Send the request to
[email protected] from your registered email address. The team confirms identity before acting, then sends a copy or deletes what it lawfully can. Records kept for licensing and anti-fraud reasons stay on file after deletion.
accountWhere do I find out how long checks take?+
Verification normally takes around thirty-one hours from the moment all three documents arrive. Photo ID, proof of address and payment method confirmation are the items checked. Sending clear, unblurred files cuts that time, and you can follow progress by email.