How to contact the casino support service?
You can contact Asino Casino support primarily via email and social media platforms. There is also a live chat feature available 24/7 on the website for instant assistance after initial bot interaction.
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What contact methods are available for customers?
Email, live chat 24/7, Telegram, Instagram, Facebook, X (Twitter), no phone support available.
Casino website
https://asino.com/en
Gaming license
Licensed and regulated by the government of Curacao (Antillephone license no. OGL/2023/176/0095)
Casino headquarters location
Operating company Hollycorn N.V. is registered and based in Willemstad, Curacao.
License jurisdiction
Curacao
Is there live chat on the website, does live chat work 24/7, and how long does it take to respond in chat?
Yes, live chat is available 24/7. The chat starts with a bot and then connects to a human agent. Response times are typically quick once connected to an agent.
Is there a contact form on the website?
There is no dedicated contact form; customers are encouraged to use live chat or email.
Technical support email
VIP support email
No specific VIP support email publicly available; VIP customers likely use live chat or direct email assigned by the casino.
Complaints email
No specific complaints email publicly listed; complaints are handled via email support or AskGamblers complaint service.
Finance department email
No dedicated finance email publicly available; general support email can be used ([email protected]).
Security service email
No public dedicated security email; security issues should be reported via general support channels.
Support hotline phone number
No phone support or hotline is provided.
VIP line for premium customers
No dedicated VIP phone line.
Separate complaint line
No dedicated complaint phone line.
Technical support
Technical support is provided mainly through live chat and email during 24/7 hours.
Financial department
Financial inquiries are handled via the general support email and live chat.
Security service
Security issues are managed through general support channels with prompt attention.
Telegram support account
Asino Casino has a Telegram channel for updates and support contact, accessible via their website or social media.
WhatsApp support account
No official WhatsApp support account available.
Viber support account
No official Viber support account available.
WeChat support account
No official WeChat support account available.
Facebook page
Accessible via the social media links on their website, exact URL not explicitly listed but typically facebook.com/asino or similar.
Instagram page
Available on Instagram, exact URL not explicitly listed but found through their main site social links.
Twitter/X page
Available on X (formerly Twitter), accessible through main website social links.
LinkedIn page
No official LinkedIn company page found.
YouTube channel
No official YouTube channel publicly listed.
Telegram channel
Official Telegram channel accessible via the casino’s social links.
Discord server
No official Discord server publicly announced.
Are there video calls with consultants?
No video call support availability.
Is there a ticket system (helpdesk)?
No dedicated ticketing system publicly available; support is handled via live chat and email.
Is there a mobile app with support chat?
No dedicated mobile app; support chat accessible via the mobile website.
Are push notifications supported?
Push notifications are not mentioned or supported.
Is SMS support available?
SMS support is not provided.
Can I request a callback?
Callback service is not available.
Are there forums or communities related to this casino?
No official forums or communities; third-party casino forums discuss Asino.
Is support available on weekends and holidays?
Yes, support is available 24/7 including weekends and holidays.
What are the support service operating hours?
24/7 availability via live chat and email.
Supported languages
Support is primarily available in English, with possible support in other languages like French, German, Norwegian, and Arabic.
Service regions
Supports players from about 20 countries; excludes many restricted countries including the USA, UK, France, Germany, and others.
Can I contact support without registration?
Yes, customers can contact support before registration via email and social media.
Can I send documents through chat?
Yes, document upload is supported in the account area after login for verification; chat document upload not specified.
Privacy policy link
https://asino.com/au/privacy-policy
Terms of service link
Terms and conditions available on the main site, typically linked in the footer (https://asino.com/en/terms)
What to do if I forgot my account password?
Use the "Forgot Password" link on login page to reset via registered email.
How to restore access to a blocked account?
Contact customer support via email or live chat to resolve account issues and verify identity.
Why is my account blocked?
Common reasons include violation of terms, suspicious activity, failed verification, or self-exclusion.
How to change profile information?
Profile updates are done via the account settings section after logging in.
What to do if I suspect my account has been hacked?
Immediately contact support to report and secure the account; change password and enable security measures.
How to set up two-factor authentication?
Not specifically mentioned as available; generally, it would be done in account security settings if offered.
Why am I not receiving SMS confirmation codes?
Could be due to carrier issues, incorrect number, or delay; verify phone number and contact support if persists.
How to delete my casino account?
Account closure requires contacting VIP manager or customer support; immediate self-service deletion not available.
What to do if I can't log into my account?
Check credentials, reset password, ensure no block; contact support if issues persist.
How to check account login history?
Not explicitly available to users; contact support if needed.
Why is document verification required?
To comply with KYC/AML regulations for player identity and security, and to ensure fair play.
What documents are needed for verification?
Passport or government-issued ID, proof of address (utility bill), proof of payment method if applicable.
How long does document verification take?
Typically a few hours for processing after submission.
What to do if documents are rejected?
Re-upload correct and clear documents; contact support for clarification.
How to upload documents for verification?
Upload documents in the account's Documents or Verification section after login.
Why does my account require additional verification?
Triggered by high withdrawal amounts, suspicious activity, or regulatory compliance.
Can I have multiple accounts?
Multiple accounts are not allowed; one player per account policy.
How to report suspicious activity?
Report immediately to customer support via email or live chat with details.
What to do if I lose access to my email?
Contact support urgently to verify identity and update email on file.
How to change phone number in my account?
Update via account profile settings or contact support.
Why are my account functions limited?
Restrictions due to verification pending, compliance issues, or security concerns.
How to set deposit limits?
Set deposit limits in the responsible gambling section available in account settings.
What is self-exclusion and how to activate it?
A responsible gambling feature to restrict access for a defined period; activated via the responsible gambling page.
How to temporarily freeze my account?
Contact support to request a temporary freeze or cooling-off period.
What to do if I suspect fraud?
Immediately report to support with all relevant information.
Why is my deposit not going through?
Possible reasons include payment method issues, insufficient funds, or blocked transactions; verify details and try again.
How long does withdrawal processing take?
Usually within 24 hours, longer for first withdrawal due to verification.
What fees are charged for transactions?
Generally, no transaction fees applied by the casino; payment provider fees may apply.
Why was my withdrawal request declined?
Possible reasons include verification issues, suspicious activity, or failing to meet wagering requirements.
What deposit methods are available?
Bank cards (Visa, Mastercard), e-wallets (Skrill, Neteller), and cryptocurrencies.
What are the minimum and maximum deposit amounts?
Minimum deposit generally €20; maximum varies by method and account status.
Maximum deposit amount
Variable; subject to transaction limits and VIP status.
How to cancel a withdrawal request?
Contact support immediately to request cancellation if processing not completed.
Why is my withdrawal taking so long to process?
Delays due to verification, payment provider processing, or compliance checks.
Can I withdraw to a different card?
Withdrawals must generally be to the original deposit method for security reasons.
What to do if money was debited but not credited?
Contact support with transaction details for investigation.
How to check the status of a financial transaction?
Via account transaction history or support inquiry.
Why are financial operations blocked?
Due to security concerns, compliance issues, or unresolved verification.
What documents are needed for large withdrawals?
Additional proofs like bank statements or source of funds documents may be required.
Are there withdrawal limits?
Yes, daily, weekly, and monthly limits apply; e.g., €2,000/day, €5,000/week, €20,000/month.
How do refunds work?
Refunds are processed case-by-case; contact support to initiate and clarify terms.
What to do with failed payments?
Contact support with payment details for resolution.
Can I change the withdrawal method?
Generally no; withdrawals processed to original deposit method.
Why is proof of funds source required?
To comply with anti-money laundering regulations and confirm lawful source.
How to get a financial transaction statement?
Request via support or download from account transaction history if available.
What to do if a payment is stuck?
Contact support providing payment details to expedite resolution.
What currencies does the casino accept?
EUR, USD, CAD, AUD, NZD, NOK, INR, plus cryptocurrencies like BTC, ETH, LTC, USDT among others.
Is there currency conversion?
Currency conversion is available; rates depend on payment providers.
How do cryptocurrency payments work?
Deposit and withdrawal supported for multiple cryptocurrencies with instant or fast processing.
What to do with payment system errors?
Retry payments or contact support to diagnose and fix issues.
Can I return an erroneous deposit?
Contact support immediately to request reversal.
Why won't the game load?
Clear browser cache, check internet connection, update browser, or try another device.
What to do when there's a game crash?
Refresh game, restart device, or contact support if issue persists.
How to report a game error?
Report via live chat or email with detailed description and screenshots if available.
Why did my winnings disappear after a crash?
Contact support promptly to investigate and restore balance if due.
Game sound not working - what to do?
Check browser/device sound settings, reload game, or try different browser.
Game lagging or freezing - how to fix?
Ensure stable internet, close other apps, clear cache, or change device.
Why isn't my bet being counted?
Potential network issues or game error; contact support with details.
How to check game round results?
Results are displayed in-game; detailed info may be requested from support.
What to do if the game is not responding?
Refresh browser or app, check internet, or contact support.
Why are some games unavailable?
Restricted by jurisdiction, licensing, or technical reasons.
How to clear cache for better game performance?
Clear browser cache and cookies or app data for better performance.
Problems with game display on mobile device?
Update browser/app, clear cache, or try another compatible device.
What to do if bonus didn't activate?
Contact support with bonus details; check terms for eligibility.
How to check bonus wagering requirements?
Found in the bonus terms and conditions or ask support.
Why aren't bonus points being credited?
Confirm wagering activity qualifies; contact support if discrepancy.
How to participate in tournaments and promotions?
Register and opt-in where required; details on promotions page.
What to do if promo code doesn't work?
Verify code validity; contact support if issues persist.
Why is Live Casino unavailable?
Often due to location restrictions or technical issues; check eligibility or contact support.
Problems with video streaming in live games?
Check internet, browser compatibility, or contact support.
How to report a technical glitch?
Use live chat or email with detailed glitch description.
What to do if the website won't load?
Check internet, try different browser/device, or contact support.
Browser compatibility issues?
Update browser or try recommended browsers for optimal experience.
How to update Flash Player or other plugins?
Most games use HTML5 and do not require Flash; update browser regularly.
What to do with slow website loading?
Clear cache, check internet, disable extensions, or try alternative device.
How to get technical support for games?
Use live chat or email support for game-specific issues.