How to contact the casino support service?
Casino Big Apple support can be contacted primarily via live chat available 24/7 for immediate assistance and through email support during specified hours.
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What contact methods are available for customers?
Live chat, email, contact form, phone support.
Casino website
https://www.casinobigapple.nl
Gaming license
Licensed and regulated by the Malta Gaming Authority (MGA) and the UK Gambling Commission (UKGC).
Casino headquarters location
Netherlands (primary presence in Arnhem and Tiel locations).
License jurisdiction
Malta and United Kingdom
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 with typically prompt response times.
Is there a contact form on the website?
Yes, a contact form is available on the site under the contact section for sending messages.
Technical support email
VIP support email
No specific VIP support email publicly listed.
Complaints email
No dedicated complaints email found; general inquiries routed via [email protected].
Finance department email
Not publicly disclosed; general email can be used for initial contact.
Security service email
Not publicly available.
Support hotline phone number
+31 26 445 0991 (Dutch phone number listed for general contacts).
VIP line for premium customers
Not specified.
Separate complaint line
Not specified.
Technical support
Available via live chat and email during support hours.
Financial department
Contact via general email or support channels, no direct email publicly listed.
Security service
No direct contact info; issues usually reported through main support channels.
Telegram support account
Not found.
WhatsApp support account
Not found.
Viber support account
Not found.
WeChat support account
Not found.
Facebook page
https://www.facebook.com/casinobigapple
Instagram page
https://www.instagram.com/casinobigapple
Twitter/X page
Not publicly known.
LinkedIn page
Not publicly known.
YouTube channel
Not publicly known.
Telegram channel
Not found.
Discord server
Not found.
Are there video calls with consultants?
No information available; not a common support method for this casino.
Is there a ticket system (helpdesk)?
Website provides a contact form which acts as a ticket submission system.
Is there a mobile app with support chat?
No official mobile app with support chat known; mobile site offers live chat.
Are push notifications supported?
No specific details on push notifications.
Is SMS support available?
Not available.
Can I request a callback?
Not specified.
Are there forums or communities related to this casino?
No official forums or communities identified.
Is support available on weekends and holidays?
Live chat support available 24/7 including weekends and holidays.
What are the support service operating hours?
Live chat 24/7; email support typically during 7am - 11am GMT according to some sources.
Supported languages
English and possibly Dutch.
Service regions
Primarily Europe including the Netherlands; accepts EUR, GBP, SEK, USD currencies.
Can I contact support without registration?
Contact form and email accessible without registration; live chat usually requires logged-in status.
Can I send documents through chat?
Typically not supported directly in chat; document uploads possible via account verification area.
Privacy policy link
https://www.casinobigapple.nl/privacy-policy/
Terms of service link
https://www.casinobigapple.nl/terms-conditions/
What to do if I forgot my account password?
Use the "Forgot Password" link on the login page to receive reset instructions via email.
How to restore access to a blocked account?
Contact customer support with identification details; follow verification to restore access.
Why is my account blocked?
Common reasons include suspicious activity, failed verification, or violation of terms and conditions.
How to change profile information?
Accessible through account settings after login; some changes may require identity verification.
What to do if I suspect my account has been hacked?
Immediately contact support, change password, and enable security measures such as two-factor authentication.
How to set up two-factor authentication?
Generally done via account security settings; may require authentication app or phone number.
Why am I not receiving SMS confirmation codes?
Could be due to carrier issues, incorrect phone number, or account restrictions.
How to delete my casino account?
Request deletion through customer support; verify identity to complete the process.
What to do if I can't log into my account?
Check credentials, reset password, ensure account is not blocked, and contact support if issues persist.
How to check account login history?
Available in account security or history section if the casino provides it; else request via support.
Why is document verification required?
To comply with licensing regulations, prevent fraud, and ensure responsible gaming.
What documents are needed for verification?
Government-issued ID, proof of address (utility bill), and proof of payment method ownership.
How long does document verification take?
Usually 24 to 72 hours depending on volume and quality of submitted documents.
What to do if documents are rejected?
Review rejection reasons, provide clearer or updated documents, and resubmit.
How to upload documents for verification?
Via the secure upload area in the user account or as instructed by support.
Why does my account require additional verification?
Triggered by large withdrawals, suspicious betting patterns, or compliance checks.
Can I have multiple accounts?
Generally prohibited to maintain fair play and comply with licensing terms.
How to report suspicious activity?
Contact customer support immediately with detailed information.
What to do if I lose access to my email?
Inform support promptly, verify identity to update email settings.
How to change phone number in my account?
Update via account settings or through support with verification.
Why are my account functions limited?
Account restrictions due to pending verification, suspected fraud, or regulatory compliance.
How to set deposit limits?
Available in responsible gaming settings; set daily, weekly, or monthly limits.
What is self-exclusion and how to activate it?
A program to block access for a chosen period; activated through responsible gaming section or support.
How to temporarily freeze my account?
Request a temporary freeze or cooling-off period through customer service.
What to do if I suspect fraud?
Report to support immediately; cooperate with investigations.
Why is my deposit not going through?
Could be due to payment method issues, limits, or technical errors.
How long does withdrawal processing take?
Typically up to 3 business days, depending on the method.
What fees are charged for transactions?
Usually no fees charged by the casino; third-party payment fees may apply.
Why was my withdrawal request declined?
Common reasons are failed verification, suspicious activity, or insufficient balance.
What deposit methods are available?
Credit/debit cards, bank transfers, e-wallets (Skrill, Neteller, ecoPayz), Pay by Phone options.
What are the minimum and maximum deposit amounts?
Minimum deposits commonly around €10; maximum varies by method and account status.
Minimum deposit amount
Approximately €10.
Maximum deposit amount
Depends on payment method and account verification level; typically high.
How to cancel a withdrawal request?
Contact support promptly; cancellation depends on processing stage.
Why is my withdrawal taking so long to process?
Verification delays, payment provider processing times, or account issues.
Can I withdraw to a different card?
Usually withdrawals must be to the same method used for deposit, for security reasons.
What to do if money was debited but not credited?
Contact support immediately with transaction details.
How to check the status of a financial transaction?
Via account transaction history or support inquiry.
Why are financial operations blocked?
Possible due to account verification issues or suspicious behavior.
What documents are needed for large withdrawals?
Enhanced KYC documents, proof of source of funds, and identity verification.
Are there withdrawal limits?
Yes, set per day, week, or month based on account level and jurisdiction.
How do refunds work?
Refunds processed via original payment method; timing varies.
What to do with failed payments?
Retry payment or contact support to resolve.
Can I change the withdrawal method?
Usually not allowed once withdrawal request is submitted.
Why is proof of funds source required?
To comply with anti-money laundering regulations.
How to get a financial transaction statement?
Request via support or download from account history.
What to do if a payment is stuck?
Contact support with transaction details for resolution.
What currencies does the casino accept?
EUR, GBP, SEK, USD.
Is there currency conversion?
Yes, currency conversion available depending on payment method.
How do cryptocurrency payments work?
Not specifically listed; likely not a major option at this casino.
What to do with payment system errors?
Contact support and payment provider as needed.
Can I return an erroneous deposit?
Contact support immediately to rectify.
Why won't the game load?
Check internet, browser compatibility, and clear cache.
What to do when there's a game crash?
Report to support and reload the game.
How to report a game error?
Use support channels with detailed information.
Why did my winnings disappear after a crash?
May be due to technical issue; report to support for investigation.
Game sound not working - what to do?
Check device volume and browser settings.
Game lagging or freezing - how to fix?
Clear cache, update browser, or switch device.
Why isn't my bet being counted?
Verify game status and connection; contact support if unresolved.
How to check game round results?
Use game history feature if available or contact support.
What to do if the game is not responding?
Refresh browser or try another device.
Why are some games unavailable?
Geographic restrictions or licensing limits.
How to clear cache for better game performance?
Clear browser cache/cookies or app data if applicable.
Problems with game display on mobile device?
Update browser or app; ensure stable internet.
What to do if bonus didn't activate?
Contact support with promo details.
How to check bonus wagering requirements?
See terms and conditions or account bonus section.
Why aren't bonus points being credited?
May be due to unmet conditions; verify with support.
How to participate in tournaments and promotions?
Register for events and follow promotion rules.
What to do if promo code doesn't work?
Check validity and terms; contact support.
Why is Live Casino unavailable?
Could be maintenance or geographic restrictions.
Problems with video streaming in live games?
Check internet; switch browser; contact support.
How to report a technical glitch?
Contact support with detailed description.
What to do if the website won't load?
Check connection and try different browsers.
Browser compatibility issues?
Use recommended browsers and update frequently.
How to update Flash Player or other plugins?
Follow official plugin provider instructions; note many games use HTML5 now.
What to do with slow website loading?
Clear cache and check connection.
How to get technical support for games?
Use live chat or email support channels.