How to contact the casino support service?
Betzino Casino support can be contacted primarily through live chat available on the website during specified hours and via email for other inquiries.
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What contact methods are available for customers?
Live chat, email support, and an FAQ section are available.
Casino website
https://www.betzino.com/en/casino
Gaming license
Licensed under Curacao Gaming Control Board, license number OGL/2024/1368/0895 issued by the Government of Curacao.
Casino headquarters location
Fransche Bloemweg 4, Willemstad, Curaçao; also a registered address in the United Kingdom at Gelt Road, CA8 1PA, Brampton.
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 but with limited hours from 09:00 to 23:00 CET; response times are generally short during these hours.
Is there a contact form on the website?
There is a contact form available accessible from the bottom right of the screen to send messages when live chat is offline.
Technical support email
VIP support email
No verified separate VIP support email is publicly available; VIPs likely use the main support channels.
Complaints email
Finance department email
No separate finance department email is publicly listed; financial inquiries are typically handled via main support email.
Security service email
No dedicated security service email is publicly listed.
Support hotline phone number
+44 1697 72856 (UK contact number)
VIP line for premium customers
No verified dedicated VIP phone line publicly available.
Separate complaint line
No dedicated complaint hotline publicly available.
Technical support
Available via live chat during 09:00-23:00 CET and 24/7 via email at [email protected].
Financial department
Contacted mainly through [email protected] or [email protected] for financial disputes.
Security service
No direct contact details publicly provided; players should use main support channels.
Telegram support account
No official Telegram support account publicly known.
WhatsApp support account
No official WhatsApp support account publicly known.
Viber support account
No official Viber support account publicly known.
WeChat support account
No official WeChat support account publicly known.
Facebook page
No verified official Facebook page URL publicly listed.
Instagram page
No verified official Instagram account URL publicly listed.
Twitter/X page
No verified official Twitter/X account URL publicly listed.
LinkedIn page
No official LinkedIn company page publicly known.
YouTube channel
No official YouTube channel URL publicly listed.
Telegram channel
No official Telegram channel URL publicly known.
Discord server
No official Discord server publicly listed.
Are there video calls with consultants?
No video call support is publicly indicated as available.
Is there a ticket system (helpdesk)?
No dedicated helpdesk ticket system public information; support mainly via live chat and email.
Is there a mobile app with support chat?
No dedicated mobile app with support chat is publicly available; site is mobile-friendly web-based.
Are push notifications supported?
No public information available on push notification support.
Is SMS support available?
SMS support is not listed as an available contact method.
Can I request a callback?
No public indication of a callback service.
Are there forums or communities related to this casino?
No official forums or community platforms are publicly associated.
Is there a mobile app for contacting support?
No dedicated support mobile app; support is accessible via mobile web platform.
Are Zoom/Teams consultations possible?
No evidence of Zoom or Teams support consultations.
Is support available on weekends and holidays?
Live chat operates daily from 09:00 to 23:00 CET including weekends and holidays.
What are the support service operating hours?
Live chat support operates from 09:00 to 23:00 CET daily; email support is 24/7.
Supported languages
English and French available for customer support.
Service regions
Primarily serves players in the Philippines and other countries, but many international countries, including the UK and US, have restrictions.
Can I contact support without registration?
Yes, players can contact support via live chat and email without account registration for preliminary inquiries.
Can I send documents through chat?
No evidence that document uploads are supported directly through live chat; usually handled via email or account upload section.
Privacy policy link
https://www.betzino.com/en/privacy
Terms of service link
https://www.betzino.com/en/terms
What to do if I forgot my account password?
Use the “Forgot Password” feature on the website to receive a password reset link via registered email.
How to restore access to a blocked account?
Contact customer support via live chat or email to verify identity and request account restoration.
Why is my account blocked?
Common reasons include suspected fraud, verification failures, terms violations, or responsible gaming limits being exceeded.
How to change profile information?
Log into the account dashboard and update profile information in the settings or contact support for assistance.
What to do if I suspect my account has been hacked?
Immediately contact customer support, change passwords, and follow security protocols recommended by the casino.
How to set up two-factor authentication?
No specific public instructions; generally, casinos instruct users to enable 2FA via account security settings if available.
Why am I not receiving SMS confirmation codes?
Common troubleshooting includes checking phone service, network settings, and contact details accuracy with support.
How to delete my casino account?
Submit a request to customer support to initiate account closure and follow their verification procedures.
What to do if I can't log into my account?
Verify login credentials, reset password if necessary, clear browser cache, and contact support if issues persist.
How to check account login history?
Not commonly available; request this information from customer support if needed for security reasons.
Why is document verification required?
To comply with KYC regulations, ensure player identity, prevent fraud, and comply with legal gambling requirements.
What documents are needed for verification?
Valid government-issued ID, proof of address (utility bill or bank statement), and payment method proof if required.
How long does document verification take?
Typically 1 to 3 business days depending on document clarity and volume of requests.
What to do if documents are rejected?
Resubmit clear copies of required documents and contact support for specific reasons and guidance.
How to upload documents for verification?
Upload documents via the account verification section on the website or send them via email if instructed.
Why does my account require additional verification?
Triggered by unusual activity, large withdrawals, or regulatory requirements for enhanced due diligence.
Can I have multiple accounts?
Multiple accounts per user are generally prohibited under casino terms and can lead to account suspension.
How to report suspicious activity?
Contact customer support immediately via live chat or email with detailed information about the suspicious activity.
What to do if I lose access to my email?
Contact support with identity verification to update your email address linked to the casino account.
How to change phone number in my account?
Update phone number in account settings or contact customer support for assistance with verification.
Why are my account functions limited?
Limitations can occur due to pending verification, responsible gaming restrictions, suspicious activity, or regulatory compliance.
How to set deposit limits?
Contact customer support to set daily, weekly, or monthly deposit limits to promote responsible gaming.
What is self-exclusion and how to activate it?
Self-exclusion is a responsible gaming feature that suspends account access temporarily; activation is through support or account settings.
How to temporarily freeze my account?
Request a temporary freeze (cool-off) period via customer support to pause account activity from 24 hours up to 12 months.
What to do if I suspect fraud?
Report immediately to customer support with details; the casino may suspend account pending investigation.
Why is my deposit not going through?
Common issues include payment method errors, insufficient funds, processing delays, or verification requirements.
How long does withdrawal processing take?
Withdrawals are processed within 24 hours to up to 5 business days depending on method; crypto withdrawals often much faster.
What fees are charged for transactions?
Casino generally does not charge withdrawal/deposit fees, but payment providers may impose their fees.
Why was my withdrawal request declined?
Possible reasons include incomplete verification, suspicious activity, exceeding withdrawal limits, or account restrictions.
What deposit methods are available?
Deposit methods include Visa, MasterCard, Jeton, Payz, Interac, Bitcoin, and bank wire transfer.
What are the minimum and maximum deposit amounts?
Minimum deposit is typically €20 or equivalent; maximum deposit limits vary by method and account level.
Maximum deposit amount
Not specifically disclosed; subject to method and player status limits.
How to cancel a withdrawal request?
Submit a request via customer support immediately; cancellation may be possible before the payout is processed.
Why is my withdrawal taking so long to process?
Delays can be caused by pending verification, banking processing times, weekends/holidays, or compliance checks.
Can I withdraw to a different card?
Withdrawals must generally be made to the original deposit method to comply with financial regulations.
What to do if money was debited but not credited?
Contact support with transaction details to investigate and resolve the issue.
How to check the status of a financial transaction?
Request transaction status updates via live chat or email support with your transaction reference.
Why are financial operations blocked?
Blocks can result from suspected fraud, failed verification, regulatory compliance, or account restrictions.
What documents are needed for large withdrawals?
Government-issued ID, proof of address, proof of source of funds, and possibly additional financial documentation.
Are there withdrawal limits?
Yes, withdrawal limits apply based on account status, method, and jurisdiction compliance.
How do refunds work?
Refunds are processed by the casino back to the original payment method after approval from support.
What to do with failed payments?
Contact support with payment details to identify the cause and resolve the issue.
Can I change the withdrawal method?
Withdrawal methods generally cannot be changed once submitted; contact support immediately if needed.
Why is proof of funds source required?
To comply with anti-money laundering regulations and ensure funds' legitimacy.
How to get a financial transaction statement?
Request a statement via customer support email or account dashboard if available.
What to do if a payment is stuck?
Report the issue to support; they will investigate and liaise with payment providers as needed.
What currencies does the casino accept?
Typically accepts EUR, USD, and cryptocurrencies like Bitcoin; specifics vary by region and payment method.
Is there currency conversion?
Currency conversion is available depending on payment method; rates are usually applied by the payment processor.
How do cryptocurrency payments work?
Players can deposit and withdraw cryptocurrencies like Bitcoin, with transactions processed quickly and securely.
What to do with payment system errors?
Contact customer support to report errors and receive guidance on resolution steps.
Can I return an erroneous deposit?
Contact support immediately to request return of erroneous deposits; approval depends on terms.
Why won't the game load?
Possible causes include browser issues, internet connectivity, device compatibility, or server problems.
What to do when there's a game crash?
Refresh the game, clear cache, or log out and back in; contact support if the issue persists.
How to report a game error?
Use live chat or email support to report game issues with screenshots if possible.
Why did my winnings disappear after a crash?
Contact support immediately for investigation; winnings are usually preserved unless verification issues arise.
Game sound not working - what to do?
Check device volume settings, browser permissions, and refresh game; update drivers if needed.
Game lagging or freezing - how to fix?
Ensure stable internet, close other apps, clear cache, and update browser.
Why isn't my bet being counted?
May be due to connection issues, game bugs, or rule violations; report to support for help.
How to check game round results?
Results are shown at the end of each round; for disputes, contact customer support.
What to do if the game is not responding?
Refresh the game or browser; if problem continues, contact support.
Why are some games unavailable?
Game restrictions may apply due to jurisdiction, licensing, or maintenance.
How to clear cache for better game performance?
Clear browser cache and cookies via browser settings for improved performance.
Problems with game display on mobile device?
Ensure browser is updated, clear cache, and try switching browsers or devices.
What to do if bonus didn't activate?
Contact customer support with offer details; verify eligibility and activation terms.
How to check bonus wagering requirements?
Terms and conditions specify wagering requirements; these are accessible via the promotions page or support.
Why aren't bonus points being credited?
May be due to unmet terms, timing delays, or technical issues; contact support for clarification.
How to participate in tournaments and promotions?
Register for promotions through the website; follow the rules stated for each event.
What to do if promo code doesn't work?
Verify code validity and conditions; contact support if issues persist.
Why is Live Casino unavailable?
May be due to server issues, maintenance, or regional restrictions; contact support for details.
Problems with video streaming in live games?
Check internet speed, browser compatibility, and disable VPN; contact support if unresolved.
How to report a technical glitch?
Report via live chat or email with detailed description and screenshots if possible.
What to do if the website won't load?
Check internet connection, clear cache, try different browser; contact support if problem persists.
Browser compatibility issues?
Use recommended browsers like Chrome, Firefox, or Edge; update to latest versions.
How to update Flash Player or other plugins?
Modern casinos use HTML5, so no Flash required; ensure browser is updated.
What to do with slow website loading?
Clear cache, close unused tabs, check connection speed, or try another device.
How to get technical support for games?
Contact live chat or email support with game details and issue description.