How to contact the casino support service?
Carat Casino support can typically be contacted via live chat on their website, email, and phone. The casino also uses social media channels for customer interaction and support.
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What contact methods are available for customers?
Live chat, email, phone, and social media (Instagram) are available contact methods.
Casino website
https://caratcasino.by/en
Casino launch date
Carat Casino was established in 2012.
Gaming license
Carat Casino holds gaming licenses from Malta and Curacao jurisdictions.
Casino headquarters location
The physical location is Minsk, Belarus, specifically at Yakuba Kolasa 1, in the historical center of Minsk.
License jurisdiction
Malta and Curacao
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, but there is no verified information confirming 24/7 availability or specific response times.
Is there a contact form on the website?
There is no specific verified information about a contact form on the website. Typically, licensed online casinos provide a contact form on their support or contact us page.
Technical support email
No publicly verified specific technical support email found.
VIP support email
No publicly verified specific VIP support email found.
Complaints email
No publicly verified dedicated complaints email available.
Finance department email
No publicly verified finance department email found.
Security service email
No publicly verified email for security service found.
Support hotline phone number
+375 29 107 11 00 (phone number linked to Carat Casino in Minsk)
VIP line for premium customers
No specific dedicated VIP phone line verified.
Separate complaint line
No specific separate complaint line verified.
Technical support
Technical support is generally available via live chat, email, and phone during business hours; exact specifics for Carat Casino are not confirmed.
Financial department
Financial inquiries likely handled via email or phone through general support channels; no direct contacts verified.
Security service
No specific publicly available contact details for security service.
Telegram support account
No official Telegram support account verified.
WhatsApp support account
No official WhatsApp support number verified.
Viber support account
No official Viber support account verified.
WeChat support account
No official WeChat support account verified.
Facebook page
No verified official Facebook page URL specifically for Carat Casino Belarus found.
Instagram page
https://www.instagram.com/carat_casino/
Twitter/X page
No verified official Twitter/X account found.
LinkedIn page
No verified official LinkedIn company page found.
YouTube channel
No verified official YouTube channel found.
Telegram channel
No official Telegram channel verified.
Discord server
No official Discord server information found.
Are there video calls with consultants?
No information indicating availability of video call support.
Is there a ticket system (helpdesk)?
No direct information available; industry practice is to have a ticket system reachable through support email or contact form.
Is there a mobile app with support chat?
No verified mobile app with integrated support chat found.
Are push notifications supported?
No information found on push notification support.
Is SMS support available?
No information on SMS support availability.
Can I request a callback?
No verified callback request service found.
Are there forums or communities related to this casino?
No official forums or communities were found.
Is there a mobile app for contacting support?
No verified mobile app dedicated for contacting support.
Are Zoom/Teams consultations possible?
No indication that video consultation platforms like Zoom or Teams are supported.
Is support available on weekends and holidays?
No clear information available; typically, licensed casinos offer support seven days, but exact times may vary.
What are the support service operating hours?
No confirmed operating hours; industry standard is at least 12 or 24 hours daily support.
Supported languages
Likely Russian and English based on location and online presence.
Service regions
Primarily Belarus and European regions, excluding countries under restricted lists including USA, UK, and others.
Can I contact support without registration?
Usually possible via email or contact forms, but verified information specific to Carat Casino is lacking.
Can I send documents through chat?
No verified information on document upload via chat.
Privacy policy link
Link not explicitly verified; typically found at site footer on https://caratcasino.by/en.
Terms of service link
No direct verified URL; typically accessible via site footer on the official website.
What to do if I forgot my account password?
Usually, use the "Forgot Password" link on the login page to reset via registered email; this is standard practice.
How to restore access to a blocked account?
Generally involves contacting support with identification documents for verification; specific procedures not verified.
Why is my account blocked?
Common reasons include suspicious activity, verification failure, policy violations; standard industry reasons apply.
How to change profile information?
Typically done through user account settings on the website; changes may require verification.
What to do if I suspect my account has been hacked?
Immediately contact support, change password, and secure account; follow casino security protocols.
How to set up two-factor authentication?
No specific info available; generally involves account security settings if supported.
Why am I not receiving SMS confirmation codes?
Common causes include incorrect phone number, carrier issues, or spam filter blocking.
How to delete my casino account?
Usually requires a request to support; standard process involves account closure upon verification.
What to do if I can't log into my account?
Check credentials, reset password, clear cache, or contact support if issues persist.
How to check account login history?
Some casinos provide this in security or account settings; no specific info for Carat Casino.
Why is document verification required?
To comply with KYC and anti-money laundering regulations.
What documents are needed for verification?
Usually government-issued ID, proof of address, and payment proof.
How long does document verification take?
Typically from a few hours to up to 72 hours.
What to do if documents are rejected?
Resubmit valid and clear documents; contact support for guidance.
How to upload documents for verification?
Usually via account portal or email; no specific Carat Casino details.
Why does my account require additional verification?
Triggered by large transactions or suspicious activity.
Can I have multiple accounts?
Generally prohibited by casino terms.
How to report suspicious activity?
Contact support immediately with details.
What to do if I lose access to my email?
Contact support with alternative verification to update email.
How to change phone number in my account?
Typically via account settings or support request.
Why are my account functions limited?
Possibly due to verification pending or policy restrictions.
How to set deposit limits?
Usually adjustable in responsible gaming settings.
What is self-exclusion and how to activate it?
A responsible gaming tool to prevent play temporarily or permanently; typically activated via support.
How to temporarily freeze my account?
Request support to freeze or suspend the account.
What to do if I suspect fraud?
Report immediately to support and security teams.
Why is my deposit not going through?
Could be payment method issues, limits, or technical errors.
How long does withdrawal processing take?
Usually 24 to 72 hours depending on method.
What fees are charged for transactions?
Some casinos charge no fees; specifics depend on payment method.
Why was my withdrawal request declined?
Reasons include verification issues or policy breaches.
What deposit methods are available?
Mastercard, Visa, Neteller, Skrill, Paysafecard, Trustly, Pay N Play.
What are the minimum and maximum deposit amounts?
Not specifically verified; industry average minimum deposits range from $10-$20.
Minimum deposit amount
Typically around $10 (general standard).
Maximum deposit amount
Varies widely; no exact data for Carat Casino.
How to cancel a withdrawal request?
Usually via contacting support immediately.
Why is my withdrawal taking so long to process?
May be due to verification delays or payment processing issues.
Can I withdraw to a different card?
Generally not allowed; withdrawal method usually must match deposit method.
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 contacting support.
Why are financial operations blocked?
Could be due to verification, suspicious activity, or regulatory reasons.
What documents are needed for large withdrawals?
Government ID, proof of address, proof of source of funds.
Are there withdrawal limits?
Yes, typically daily, weekly, or monthly limits apply.
How do refunds work?
Refunds usually credited back to the original payment method.
What to do with failed payments?
Contact support; verify payment method and details.
Can I change the withdrawal method?
Usually not permitted once a withdrawal is requested.
Why is proof of funds source required?
To comply with anti-money laundering legislation.
How to get a financial transaction statement?
Request from support or download from account portal.
What to do if a payment is stuck?
Contact support with transaction details for assistance.
What currencies does the casino accept?
Not explicitly verified; often supports USD, EUR, and local currencies.
Is there currency conversion?
Typically available at market rates; fees may apply.
How do cryptocurrency payments work?
No verified info; some casinos allow crypto deposits and withdrawals via wallet integration.
What to do with payment system errors?
Contact support and payment provider as needed.
Can I return an erroneous deposit?
Request support for reversal.
Why won't the game load?
Could be browser, connection, or device issues; clear cache or update browser.
What to do when there's a game crash?
Reload the game and report issue to support.
How to report a game error?
Via support channels with details.
Why did my winnings disappear after a crash?
Usually restored after session refresh; report if not.
Game sound not working - what to do?
Check device volume and game settings.
Game lagging or freezing - how to fix?
Clear cache, try another device or browser.
Why isn't my bet being counted?
Could be connection issue or game error.
How to check game round results?
Usually displayed in game history or session summary.
What to do if the game is not responding?
Restart the game or contact support.
Why are some games unavailable?
Due to jurisdiction restrictions or updates.
How to clear cache for better game performance?
Through browser settings or app options.
Problems with game display on mobile device?
Ensure compatibility and updated app/browser.
What to do if bonus didn't activate?
Contact support with bonus details.
How to check bonus wagering requirements?
Usually in the bonus terms on the website.
Why aren't bonus points being credited?
Could be due to wagering requirements or errors.
How to participate in tournaments and promotions?
Follow website announcements and register if required.
What to do if promo code doesn't work?
Verify code validity period and terms; contact support if issues persist.
Why is Live Casino unavailable?
Could be due to technical issues or location restrictions.
Problems with video streaming in live games?
Check internet connection and device compatibility.
How to report a technical glitch?
Contact support with detailed description.
What to do if the website won't load?
Check internet connection and browser compatibility.
Browser compatibility issues?
Try different browsers or update existing one.
How to update Flash Player or other plugins?
Follow official update instructions, although modern casinos use HTML5.
What to do with slow website loading?
Clear cache and check internet speed.
How to get technical support for games?
Via live chat, email, or phone support.