Help Without Detours

From Stuck to Sorted: Contacting Casinoly Casino

Reach our team around the clock by live chat, e-mail or phone, every day of the year, in English from Australia.

Contact Support Now MGA licensed since 2010

Paid today

190,895 A$

4,901 Players online

Malta Gaming AuthorityLicensed MGA/B2C/242/2010, audited by Gaming Laboratories International and QUINEL

Fast payoutsAverage withdrawal in 6 minutes, up to A$45,000 per transaction

Data protection256-bit SSL encryption, secure payment gateway certified to PCI DSS

When Something Needs a Person

Which Channel Answers My Question Fastest?

You will not be left refreshing a page wondering whether anyone is there.

Urgent Question, Right Now

Best when your question needs an answer straight away; typical replies land in about 1 minute, day or night, from the team on the site.

Start Chat

Something I Want in Writing

Best for documents, statements and anything you want in writing; send it to [email protected] and a reply usually follows within 6 hours.

Write Us

Ring Rather Than Type

Best for payment snags and account hiccups; ring +61 2 3384 6982 and expect a person in about 2 minutes, on AEST clock.

Call Support

Playing From Australia

Local Lines Instead of Overseas Call Centres

This settles who answers you, in which time zone and language, and who supervises the operator.

How to Reach

Australian phone+61 2 3384 6982

Support time zoneAEST

LanguagesEnglish, German, French, Finnish

Support e-mail[email protected]

Supervision

Supervisory authorityMalta Gaming Authority, MGA/B2C/242/2010

Getting Help

Gambling helpGambling Help Online, Gamblers Anonymous Australia, BetStop National Self-Exclusion Register

Four Steps to Escalate

Complaint Escalation, Step by Step

Where a complaint goes once support has had its say, and who reviews it next.

Casinoly Casino Written Complaint

Start by placing the problem in writing to the support inbox, describing what happened, when it happened and what outcome you expect.

Why Keep the Reference?

Within six hours you receive a reply carrying a reference number; keep that number, because every later step quotes it.

Ask for a Manager Review

Reply to that thread and ask for a manager review; a senior colleague then re-examines the facts and answers you in writing.

Malta Gaming Authority Route

Still unresolved after that review, you may take the matter to the Malta Gaming Authority, the regulator that licenses this casino.

Correct Desk

Casinoly Casino Inboxes, Sorted by Subject

This settles which inbox to use so your message lands on the right desk first time.

Account

Everyday help and questions[email protected]

Document checks and identity[email protected]

Money

Deposits, withdrawals and payouts[email protected]

Other Matters

Formal complaints, reviewed first[email protected]

Data and privacy requests[email protected]

Partnership enquiries[email protected]

When Gambling Stops Feeling Like a Game

Independent organisations help with gambling problems: Gambling Help Online, Gamblers Anonymous Australia and BetStop National Self-Exclusion Register. These services answer people in Australia free of charge, and a player who contacts them deals with them, not with Casinoly Casino Ltd. Reaching out early is a normal step, not a last resort.

Gambling Help Online. Counsellors there talk through gambling harm online and by phone, with no stake in what you decide.

Gamblers Anonymous Australia. Meetings across Australia let members share experience and support each other face to face.

BetStop National Self-Exclusion Register. This national register blocks you from licensed Australian betting services when one request is enough.

Casinoly Casino Hours

Real Reply Times, Quoted Plainly

Our support desk works to fixed reply windows, measured on the same clock all year.

Live Chat

Chat Hours24/7 support

Chat First Reply1 minute

Page Time ZoneAEST

E-mail

E-mail Address[email protected]

E-mail Reply6 hours

Phone

Phone Number+61 2 3384 6982

Phone Waiting Time2 minutes

What Should I Have Ready Before I Write?

Line these up first and the first reply is likely to settle the matter.

Your registered e-mail address
Account username, not the password
The date and time of the issue
A screenshot of any error message
Your chosen payment method name

Who Is Accountable

Who Runs the Casino You Play At

Removes the worry that nobody named stands behind your balance or your data.

The Company

Legal NameCasinoly Casino Ltd.

Company NumberC-61164 (Malta)

AddressTriq il-Kbira, Msida

The Licence

RegulatorMalta Gaming Authority

Licence NumberMGA/B2C/242/2010

Written Contact

Support E-mail[email protected]

Before You Log Off

Short Answers, Not Long Queues

Useful once you have skimmed the channels and still want a straight answer before you make contact.

trustWhy can I reach someone at three in the morning?+

Because the desk never closes. Live chat and the phone line run right through the night, weekends and public holidays on AEST, so a question at three in the morning gets a person, not a recording. Typical waits are one minute on chat and two minutes by phone.

trustWhat if I only speak a little English?+

Four languages are staffed: English, German, French and Finnish. Say which one you want in your first line and the reply comes back in it. Anything written in another language is passed to a colleague who can read it properly.

trustWhen does a closed account actually stop?+

Closure takes effect as soon as an adviser confirms it in the chat or on the call, and no further deposits are accepted from that point. One written request through the support inbox is enough. If gambling has become a problem, ask for self-exclusion instead, which blocks play at once.

trustWhy escalate a complaint beyond the first reply?+

Because the first reply is not the final word. Ask the adviser to raise it as a formal complaint, then send the details to [email protected] so the case carries a reference. Should that still leave you unsatisfied, the matter can go to the Malta Gaming Authority, which licenses Casinoly Casino Ltd. under MGA/B2C/242/2010.

trustWhat if my documents are unclear?+

Then the check pauses rather than fails. Review usually finishes within thirty-nine hours, but a blurred card image or an address page with the name cut off sends it back for a fresh copy. Send a sharper version to [email protected] and the count restarts from there.