Contact Us at Real Casino
Our Customer Care team is on duty around the clock. This page lists every channel you can use to reach us, what we can resolve on the spot, and the quick checks that shave minutes off your wait.
How to Reach Our Support Team
Ways to get in touch
You can contact us through two channels. Live chat is the fastest: click the speech bubble in the bottom-right corner of any page on realcasino-aud.com, enter your account email, and a real agent joins within about 2 minutes. For account security questions, we may ask you to confirm your registered date of birth before discussing details.
Email goes to [email protected]. We reply to every message within 24 hours, and most tickets are answered well inside that window. Attach screenshots for payment or display issues, as one image often replaces ten lines of explanation.
| Channel | Where to find it | Hours | Typical response |
|---|---|---|---|
| Live chat | Speech bubble, bottom-right of every page | 24/7 | Under 2 minutes |
| [email protected] | 24/7, replies daily | Within 24 hours |
What We Can Help You With
Nothing here is off-limits. If your question touches another department, we transfer it internally rather than asking you to write a second email.
- Account access: password resets, login lockouts, updating personal details.
- KYC verification: document rejections, which papers to send, status checks before your first withdrawal.
- Deposits and withdrawals: missing funds, delays past our 0 to 24 hour e-wallet and crypto window, 1 to 3 business day card timelines, or 3 to 5 business day bank transfer timelines.
- Bonuses: promo codes such as REAL92, the 30x wager on our welcome package, the 50% weekly reload up to 750 AUD, and 10% daily cashback calculations.
- Technical faults: a slot freezing mid-spin, mobile app errors, or a game that will not load.
- Responsible gambling: setting deposit limits, loss limits, session reminders, cool-off periods, or self-exclusion. Gambling Help Online is on 1800 858 858 any hour, day or night.
Account verification cases
KYC generates the most tickets, so here is what speeds it up. Send passport or ID, a proof of address under 3 months old, and the card or e-wallet screenshot for the payment method you actually used. Checks finish within one business day when the documents are legible and all four corners are visible.
Quick Checks Before You Message
Two minutes of checking often removes the need to contact us at all. Work down this list first, then message us with whatever remains.
Open your profile and look at KYC status. If it reads approved, a pending withdrawal is simply in the payment queue, and cards take 1 to 3 business days by design.
Check transaction history in your account before reporting a missing deposit. PayID and crypto deposits can show up a few minutes after blockchain confirmation, and the history entry tells you exactly which stage the money is at.
Read the FAQ page linked in the site footer. Common answers on bonus wagering, minimum deposit of 2 AUD, and withdrawal limits of 15.000 AUD per day live there.
- Profile: KYC and document status, personal details on file.
- Transaction history: every deposit and withdrawal with timestamps and status.
- FAQ: bonus terms, payment rules, account questions.
- Game rules page: RTP and mechanics for each title.
Formal Letters and Business Enquiries
Registered operator details
Formal correspondence goes by post to our operator, Real Casino N.V. Address letters for the attention of the Customer Care Office and quote your account email or ticket number so we can match the letter to your case. Our licence number is MGA/B2C/394/2017, issued by the Malta Gaming Authority, if a regulator copy is required.
Press, affiliate, and partnership enquiries should not use the player support address. Write to us through the partnership form on realcasino-aud.com and mark the subject line as press, affiliate, or business, which routes it to the commercial team. Commercial enquiries receive a reply within 3 business days, separate from the 24 hour player support promise.
Frequently Asked Questions
How fast does Real Casino live chat respond?
A live agent typically joins the chat within 2 minutes. The service runs 24/7, including weekends and public holidays.
Which email address should I use for support?
Send all player questions to [email protected]. We answer every email within 24 hours, and most arrive much sooner.
Can I call support by phone?
We run support entirely through live chat and email so every case has a written record you can refer back to.
What should I attach when reporting a payment problem?
Include a screenshot of your transaction history entry and, for crypto, the transaction hash. That is normally all we need to trace funds.
How do I request self-exclusion?
Message us in live chat or email and we apply it to your account the same day. Free, confidential help is also available from Gambling Help Online on 1800 858 858.