How to contact the casino support service?
You can reach Adler Casino customer support via live chat, email, and phone. Live chat is the fastest and most popular option for immediate assistance.
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What contact methods are available for customers?
Live chat, email, phone support, and website contact form are available for customers.
Casino website
https://www.adlercasino.com/
Casino launch date
Adler Casino was launched in 2013.
Gaming license
Adler Casino is licensed by the UK Gambling Commission and the Malta Gaming Authority.
Casino headquarters location
The physical headquarters is located in Malta.
License jurisdiction
Adler Casino is licensed in Malta and the UK.
Is there live chat on the website, does live chat work 24/7, and how long does it take to respond in chat?
Live chat is available on the website. Support agents operate from 10am to 1am, Monday to Sunday; average response times are under 5 minutes.
Is there a contact form on the website?
Yes, there is a contact form available on the Customer Service page for direct inquiries.
Technical support email
Use the general support email ([email protected]) to contact technical support.
VIP support email
VIP support requests can be directed to the main support address, and the team will direct them to VIP staff.
Complaints email
Complaints should be sent to [email protected] or use the website form.
Finance department email
Financial inquiries are handled via [email protected] or through the contact form; specify your request for finance department attention.
Security service email
Security-related concerns should be sent via the general support address with "Security" in the subject.
Support hotline phone number
+49 (0)800 181 4747
VIP line for premium customers
Dedicated VIP phone support is handled through the main hotline; mention VIP for priority handling.
Separate complaint line
Complaints can be raised via phone hotline and directed to senior agents or escalated through written complaint on the website.
Technical support
Technical support is available via live chat, phone, and email. Most licensed casinos offer 24/7 technical help or fast escalation.
Financial department
Financial department queries go through standard support channels, with routing to specialized staff where required.
Security service
Security issues start with regular support, which forwards cases to dedicated security and fraud management experts.
Telegram support account
No verified official Telegram support account for Adler Casino found; licensed casinos typically do not use Telegram for official support.
WhatsApp support account
No verified WhatsApp support account; most casinos do not use WhatsApp for customer support due to privacy reasons.
Viber support account
No official Viber support account; industry standard is not to use Viber for support.
WeChat support account
No verified WeChat support account; most regulated casinos use official website/contact form.
Facebook page
No verified official Facebook page; regulated online casinos often rely primarily on their website and email for support.
Instagram page
No official Instagram account found; industry focus is on website-based support.
Twitter/X page
No official Twitter/X for customer support; users generally contact the casino through official email or live chat.
LinkedIn page
No official LinkedIn company page for Adler Casino; customer support operates independently from LinkedIn.
YouTube channel
No official YouTube channel; industry standard is not to provide customer service on YouTube.
Telegram channel
No verified Telegram channel for Adler Casino; support is handled on the casino website.
Discord server
No official Discord server; licensed casinos do not use Discord for support.
Are there video calls with consultants?
Video calls are generally not supported; industry standard is text-based chat, phone, or email.
Is there a ticket system (helpdesk)?
Adler Casino provides a helpdesk/ticket system via the contact form and email; common industry practice.
Is there a mobile app with support chat?
Adler Casino’s mobile site includes live chat functionality for support; most licensed casinos offer similar service.
Are push notifications supported?
Push notifications for account or promotional updates are typically available for opted-in users via the website.
Is SMS support available?
SMS is not a standard support channel; notifications may be sent for verification.
Can I request a callback?
Callbacks may be requested via phone or contact form; licensed casinos generally offer this if requested.
Are there forums or communities related to this casino?
No official forums; most online casinos use website FAQs and helpdesks.
Is there a mobile app for contacting support?
Adler Casino’s mobile platform offers chat; dedicated support apps are rare in the industry.
Are Zoom/Teams consultations possible?
Video platforms like Zoom/Teams are not typically supported for customer inquiries.
Is support available on weekends and holidays?
Yes, support is available seven days a week during operating hours.
What are the support service operating hours?
Support is available daily from 10am to 1am.
Supported languages
German and English are supported for customer service.
Service regions
Primarily Germany, UK, and Malta, plus other permitted jurisdictions.
Can I contact support without registration?
Yes, you can reach out to customer service with general inquiries before registering.
Can I send documents through chat?
Customers can upload documents via secure links received through email, or through the website upload feature.
Privacy policy link
https://www.adlercasino.com/privacy-policy
Terms of service link
https://www.adlercasino.com/terms-and-conditions
What to do if I forgot my account password?
Use the “Forgot Password” feature on the login page to reset your password by email; follow instructions sent to your email.
How to restore access to a blocked account?
Contact support via live chat or email; provide verification documents as requested.
Why is my account blocked?
Accounts may be blocked for suspicious activity, regulatory violations, failed verification, or multiple accounts.
How to change profile information?
Profile details can be updated in your account settings; for changes to personal data, contact support.
What to do if I suspect my account has been hacked?
Reset your password immediately and contact support to secure your account and review activity.
How to set up two-factor authentication?
Enable 2FA in your account settings if available, or request instructions from customer support.
Why am I not receiving SMS confirmation codes?
Check your phone number, carrier settings, and spam filters; contact support if issues persist.
How to delete my casino account?
Request account deletion by contacting support via email or chat with proof of identity.
What to do if I can't log into my account?
Verify your credentials, request password reset if forgotten, and contact support if unable to resolve.
How to check account login history?
Most licensed casinos provide account activity logs in your account dashboard; request email summary if needed.
Why is document verification required?
KYC regulations require verification for security, fraud prevention, and compliance with licensing authorities.
What documents are needed for verification?
Typically ID (passport, driver’s license), proof of address, and payment method documentation.
How long does document verification take?
Standard timeframe is 1-3 business days; complex cases may take longer.
What to do if documents are rejected?
Upon rejection, follow instructions from support to resubmit clear, valid documents for review.
How to upload documents for verification?
Use secure upload tools in your account or follow instructions received by email for document submission.
Why does my account require additional verification?
Large transactions, suspicious activity, or compliance requests may require enhanced verification.
Can I have multiple accounts?
Licensed casinos strictly prohibit multiple accounts per user for anti-fraud and regulatory reasons.
How to report suspicious activity?
Use live chat, phone, or email to notify support, who will escalate to security for investigation.
What to do if I lose access to my email?
Contact support, verify your identity, and request to update or reset your email address.
How to change phone number in my account?
Update your phone number in account settings or contact support if additional verification is needed.
Why are my account functions limited?
Limitations may apply due to incomplete KYC, responsible gaming measures, or regulatory flags.
How to set deposit limits?
Set personal limits in your account or ask support to help; options include daily, weekly, or monthly caps.
What is self-exclusion and how to activate it?
Self-exclusion prevents access for a defined period; activate in your account or contact support.
How to temporarily freeze my account?
Request an account freeze via chat or email; specify duration and reason if relevant.
What to do if I suspect fraud?
Report fraud immediately via live chat, phone, or email; the security team will review and respond.
Why is my deposit not going through?
Ensure payment details are correct, funds available, and contact support if transactions fail.
How long does withdrawal processing take?
Withdrawals are usually processed within 24hrs; additional checks may extend time for large amounts.
What fees are charged for transactions?
Standard transaction fees are displayed at deposit/withdrawal; support can clarify additional costs.
Why was my withdrawal request declined?
Withdrawal requests may be declined for incomplete verification, bonus requirements, or policy violations.
What deposit methods are available?
Visa, MasterCard, Skrill, Neteller, ecoPayz, and country-specific methods are available.
What are the minimum and maximum deposit amounts?
Most casinos set flexible limits; check account section or contact support. Minimums are typically €10; maximums vary by method.
Maximum deposit amount
€5,000 per transaction on most payment methods.
How to cancel a withdrawal request?
Withdrawals can be cancelled if not yet processed; use account dashboard or contact support quickly.
Why is my withdrawal taking so long to process?
Delays may be due to verification checks, banking holidays, or large withdrawal amounts.
Can I withdraw to a different card?
Withdrawals must usually use previously used or verified payment methods; contact support for exceptions.
What to do if money was debited but not credited?
Notify customer support and provide transaction details; the team will investigate and resolve.
How to check the status of a financial transaction?
Check your account transaction history or contact support for detailed status updates.
Why are financial operations blocked?
Operations may be blocked for security, incomplete verification, regulatory reasons, or suspected fraud.
What documents are needed for large withdrawals?
For large withdrawals, provide proof of identity, income source, and payment method documentation.
Are there withdrawal limits?
Yes, there are daily and transaction withdrawal limits set by the casino and payment provider.
How do refunds work?
Refunds are processed by support for failed or erroneous transactions, following verification and policy checks.
What to do with failed payments?
Failed payments should be reported to support, who will assist with troubleshooting and alternatives.
Can I change the withdrawal method?
Withdrawal method changes must comply with KYC and anti-fraud policies; contact support if required.
Why is proof of funds source required?
Proof of source is required for anti-money laundering compliance on large or suspicious transactions.
How to get a financial transaction statement?
Request a statement via support email or download from your account dashboard.
What to do if a payment is stuck?
Report stuck payments to support; provide transaction reference for expedited resolution.
What currencies does the casino accept?
Adler Casino accepts EUR as the main currency, with some methods supporting GBP, USD, and SEK.
Is there currency conversion?
Currency conversion is available at standard rates via your payment provider when depositing or withdrawing in non-EUR currencies.
How do cryptocurrency payments work?
Adler Casino does not currently support cryptocurrency payments; most licensed casinos process only fiat payments.
What to do with payment system errors?
Contact support with details of the error for diagnosis and solution.
Can I return an erroneous deposit?
Erroneous deposits can be reviewed and potentially refunded upon request to support, subject to policy.
Why won't the game load?
Try refreshing the page, clearing cache, and checking internet connection; contact support if issue persists.
What to do when there's a game crash?
Reload the game and contact support if rounds are unresolved or winnings not credited.
How to report a game error?
Report via live chat, email, or contact form; include details, screenshots, and game ID.
Why did my winnings disappear after a crash?
Winnings are typically credited post-resolution; contact support to investigate if not resolved.
Game sound not working - what to do?
Check system sound settings and refresh browser; support can help troubleshoot persistent issues.
Game lagging or freezing - how to fix?
Clear cache, restart browser/device, and check connection; if unresolved, contact support.
Why isn't my bet being counted?
Verify bet placement; if issue remains, contact support with game details and screenshots.
How to check game round results?
Game history is available in your account or inside game interface; support can assist with result verification.
What to do if the game is not responding?
Refresh page and restart browser. If unresolved, report to support.
Why are some games unavailable?
Availability may be restricted by jurisdiction, licensing, or technical updates.
How to clear cache for better game performance?
Use your browser or device settings to clear cache; instructions are available in help sections.
Problems with game display on mobile device?
Update your app/browser, clear device cache, and contact support for further help.
What to do if bonus didn't activate?
Contact support; provide bonus code and details for prompt activation or resolution.
How to check bonus wagering requirements?
Wagering requirements are explained in bonus terms; contact support if unclear.
Why aren't bonus points being credited?
Check bonus activation rules and eligibility; contact support if points are missing.
How to participate in tournaments and promotions?
Opt-in via account, promotional page, or request via support for tournament entry.
What to do if promo code doesn't work?
Validate code entry, check bonus terms, and contact support for troubleshooting.
Why is Live Casino unavailable?
Live Casino access may be restricted by jurisdiction or scheduled maintenance; contact support for clarification.
Problems with video streaming in live games?
Check internet speed and browser, refresh game; if issues persist, contact support.
How to report a technical glitch?
Use live chat, email, or contact form to report technical issues; provide screenshots and details.
What to do if the website won't load?
Check your connection, clear cache; if the issue remains, contact support or try another device.
Browser compatibility issues?
Ensure you use a supported browser (Chrome, Firefox, Edge); update plugins as needed.
How to update Flash Player or other plugins?
Follow browser or plugin developer instructions for updates; support can assist with issues.
What to do with slow website loading?
Clear cache, check speed, and report persistent slowness to support for optimization tips.
How to get technical support for games?
Contact technical support via live chat, email, or phone for troubleshooting and assistance.