Contact Our Support Team
Our support desk runs 24/7, and every message you send lands with a real person, not a bot queue. Whether it is a stuck withdrawal, a bonus question or a KYC document check, here is exactly how to reach us and what to expect once you do.
How You Can Reach Us
Live chat
Open the chat window from the speech bubble in the bottom right corner of any page on realcasino-au.com, including inside games. Average first response time is under 2 minutes. Chat is staffed around the clock, every day of the year, including public holidays.
Write to [email protected] for any account, payment or bonus matter. We reply within 24 hours, usually much faster outside peak weekend evenings. Attach screenshots where relevant, they genuinely speed things up.
| Channel | Availability | First response |
|---|---|---|
| Live chat | 24/7, every day | Under 2 minutes |
| Email [email protected] | 24/7 inbox | Within 24 hours |
| In-account contact form | 24/7 | Within 24 hours |
What We Can Help With
Our agents handle the full range of account and payment questions, from a failed PayID deposit to a withdrawal pending KYC clearance. Bonus wagering, promo codes and VIP tier questions sit with the same desk, so you never get bounced between teams.
- Account and profile issues, including password resets and login locks
- KYC verification: document uploads, proof of address, payment method checks
- Deposits and withdrawals, limits, pending transactions and timeframes
- Technical problems: game loading errors, app issues, mobile site glitches
- Bonus and promotion questions, including the 92% welcome bonus and promo code REAL92
- Responsible-gambling support: deposit limits, session reminders, cool-off periods and self-exclusion
Responsible Gambling Assistance
If gambling is causing you stress, tell us directly and we will act the same day. We can set deposit or loss limits on your account, install session reminders or activate a self-exclusion for a period you choose. You do not need to justify the request, and our agents will never talk you out of it.
For independent, free support, Gambling Help Online operates 24/7 on 1800 858 858, and Gambling Therapy offers multilingual help worldwide. We list both in our responsible-gambling page and encourage you to use them without hesitation.
Quick Checks Before You Write
Half of the tickets we receive are answered by three quick checks you can do yourself in under a minute. Doing them first means that when you do contact us, the agent starts solving rather than diagnosing.
- Check the FAQ page: common bonus wagering, deposit and verification answers are already there
- Open your profile and look at KYC status, a pending document review explains most withdrawal holds
- Review your transaction history in the cashier, a deposit marked pending has usually not failed
- Have your username ready, and the approximate time of the issue, so we can find the log fast
Our Company and Licence
Real Casino is operated by Real Casino N.V. under licence MGA/B2C/394/2017 issued by the Malta Gaming Authority. We have been running since 2011, and formal or legal correspondence can be directed to [email protected], which routes to our compliance team.
For press, affiliate and partnership enquiries, use the same address with PRESS in the subject line. Our affiliate team reviews every serious proposal and responds within 3 business days.
Frequently asked questions
How fast does Real Casino live chat respond?
Our live chat is staffed 24/7 and the average first response time is under 2 minutes, day or night.
Which email address should I use for support?
Send all account, payment and bonus questions to [email protected]. We reply within 24 hours, usually faster.
Can I call support by phone?
We do not offer phone support. Live chat and email cover every request, and both channels are monitored around the clock.
Why is my withdrawal still pending?
Most holds relate to KYC verification. Check the KYC status in your profile first, and if documents are approved, contact live chat with your transaction reference and we will chase it immediately.
How do I set a deposit limit or self-exclude?
Message our live chat and tell the agent what limit or exclusion period you want. Changes are applied the same day, no justification needed.