Get in Touch With Us
Questions about your account, a payment or a bonus? Our care team works around the clock, and this page lists every way to reach us, with realistic response times so you know exactly when to expect a reply.
Ways to Reach Our Team
Live chat
Open the chat window from the speech bubble in the bottom-right corner of any page at roulettino-pokies.com. After a short automated greeting you will be connected to a real agent. Typical wait time is under two minutes, even overnight.
Write to [email protected] for anything that needs detail or attachments, such as screenshots of a failed deposit. We reply to every email within 24 hours, and most messages are answered far sooner. Include your username and, where relevant, the transaction ID so we can jump straight to the issue.
Hours and response windows at a glance
Both channels run 24 hours a day, seven days a week, including public holidays.
| Channel | Hours | Typical response |
|---|---|---|
| Live chat | 24/7 | Under 2 minutes to connect |
| Email ([email protected]) | 24/7 | Within 24 hours, usually faster |
What We Can Help You With
Common requests we handle
Nothing on this list is too small to send our way. If something has stopped working mid-session or a bonus did not land as expected, we would rather hear from you early.
- Account issues: login problems, password resets, profile updates and closing an account
- Verification (KYC): which documents to upload, why ID, proof of address and payment method are needed, and the status of a check (processing takes up to 48 hours)
- Deposits and withdrawals: PayID, Neosurf, card, e-wallet and crypto questions; withdrawal times of 0 to 24 hours for e-wallets and crypto, or 1 to 3 business days for bank transfer
- Limits: the 25 AUD minimum deposit, the 30 AUD minimum withdrawal, and daily caps of 8,000 AUD (32,000 AUD per month)
- Bonuses and promotions: the 100% up to 800 AUD welcome offer with 150 free spins, the 20x wager, the Monday 50% reload up to 300 AUD, weekly cashback up to 15% and slot tournaments
- Technical problems: a game that will not load, a frozen spin, or trouble on the mobile site
- Responsible gambling: setting deposit or loss limits, session reminders and self-exclusion
Quick Checks Before You Write
Solve it yourself in a minute
Three checks resolve a surprising share of queries before a message is even sent.
- Scan the FAQ section on the main page; answers to bonus wagering and payment timing are there
- Open your profile and check the KYC status tab; if verification is still pending, the clock has not finished its 48-hour run
- Look at your transaction history to confirm whether a deposit or withdrawal is marked complete, pending or failed before reporting it
Details that speed up our reply
When you do contact us, attach your username plus the date, amount and reference number of any transaction in question. For bonus queries, name the promotion. With those details in the first message we usually fix the issue in a single exchange instead of asking follow-up questions.
Responsible Gambling Support
If gambling stops feeling like fun, tell us in chat or at [email protected] and we will treat it with priority. We can set deposit limits and loss limits on your account, switch on session reminders, or self-exclude you for a set period. Your request takes effect straight away.
For free, confidential counselling independent of us, contact Gambling Help Online on 1800 858 858, available 24/7 across Australia. You do not need to be in crisis to call them.
Media and Partnership Enquiries
Journalists, streamers and affiliates should use a separate address, [email protected], rather than player support, so business mail does not clog the queue for players. Roulettino N.V. operates under Curaçao licence OGL/2025/1678/0923; we respond to partnership proposals within two business days.
Frequently asked questions
Is live chat available on mobile?
Yes. Tap the speech bubble at the bottom of the screen on our mobile site for iOS or Android and you will reach an agent just as on desktop.
How long do you take to answer emails?
We answer every email within 24 hours. Emails about verification or stuck withdrawals are prioritised and often replied to within a few hours.
Can I call you by phone?
We do not offer phone support at this stage. Live chat and email are both staffed 24/7 and cover every issue a call would.
Who do I contact about a delayed withdrawal?
Message [email protected] with your username and the transaction ID. E-wallet and crypto withdrawals complete within 24 hours; bank transfers take 1 to 3 business days.
Can I set deposit limits myself?
Yes, limits can be set from your profile, or ask our team in live chat and we will apply deposit limits, loss limits or self-exclusion for you immediately.