How to contact the casino support service?
You can contact Goldenbet Casino support primarily via live chat, which is available 24/7, and by email for less urgent queries.
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What contact methods are available for customers?
Live chat 24/7, email support at [email protected] and [email protected].
Casino website
https://goldenbet.com/eng
Casino launch date
Established in 2021.
Gaming license
Licensed and regulated by the Government of Curacao under Santeda International B.V.
Casino headquarters location
Specific physical headquarters location is not publicly provided by Goldenbet.
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, there is a live chat on the website, available 24/7 with immediate responses since it is chatbot-operated initially, followed by multilingual human agents.
Is there a contact form on the website?
Yes, there is a contact form available on the website 'Contact Us' section for inquiries.
Technical support email
VIP support email
No specific VIP support email publicly available.
Complaints email
Complaints can be sent via [email protected] or [email protected].
Finance department email
No distinct finance department email publicly listed; general support emails can be used.
Security service email
No separate security service email publicly available.
Support hotline phone number
No phone support is currently available.
VIP line for premium customers
No dedicated VIP phone line is available.
Separate complaint line
No dedicated complaints phone line is available.
Technical support
Available through live chat 24/7 and email support.
Financial department
Contact via general support email address for financial inquiries.
Security service
No separate contact; security issues handled via general support contacts.
Telegram support account
No official Telegram support account found.
WhatsApp support account
No official WhatsApp support number/account found.
Viber support account
No official Viber support account found.
WeChat support account
No official WeChat support account found.
Facebook page
No official Facebook page publicly identified.
Instagram page
No official Instagram page publicly identified.
Twitter/X page
No official Twitter/X account publicly identified.
LinkedIn page
No official LinkedIn company page publicly identified.
YouTube channel
No official YouTube channel publicly identified.
Telegram channel
No official Telegram channel publicly identified.
Discord server
No official Discord server publicly identified.
Are there video calls with consultants?
Video call support is not available.
Is there a ticket system (helpdesk)?
There is no formal ticketing system; communication is handled via live chat and email.
Is there a mobile app with support chat?
The mobile app, if available, supports chat functionality.
Are push notifications supported?
Push notifications for customer communications are not confirmed.
Is SMS support available?
SMS support is not available.
Can I request a callback?
Callback service is not available.
Are there forums or communities related to this casino?
No official forums or community platforms are associated with Goldenbet.
Is there a mobile app for contacting support?
No dedicated mobile app solely for contacting support.
Are Zoom/Teams consultations possible?
Video consultation platforms like Zoom or Teams are not supported.
Is support available on weekends and holidays?
Support is available 24/7 including weekends and holidays.
What are the support service operating hours?
24 hours a day, 7 days a week.
Supported languages
English, Russian, German, and French (multilingual live chat agents).
Service regions
Serves international players excluding residents of certain restricted countries (e.g., UK, USA, France).
Can I contact support without registration?
Yes, live chat is accessible without registration.
Can I send documents through chat?
Yes, document attachments can be sent through live chat for verification.
Privacy policy link
Not explicitly provided, generally found in website footer.
Terms of service link
Not explicitly provided, generally found in website footer.
What to do if I forgot my account password?
Use the password recovery option on the login page to reset your password via email.
How to restore access to a blocked account?
Contact customer support via email or live chat to request account restoration with necessary verification.
Why is my account blocked?
Common reasons include suspicious activity, failed verification, breach of terms, or responsible gaming limits.
How to change profile information?
Update profile details within account settings on the website or request changes via support.
What to do if I suspect my account has been hacked?
Immediately contact support, change your password, and enable any available security features.
How to set up two-factor authentication?
Not specifically mentioned; follow account security settings if available or request assistance from support.
Why am I not receiving SMS confirmation codes?
Common issues include incorrect phone number, network issues, or SMS blocking by carrier.
How to delete my casino account?
Contact support to request account deletion; follow any verification or waiting period required.
What to do if I can't log into my account?
Verify username/password, reset password if necessary, or contact support for assistance.
How to check account login history?
Not typically provided; request this information via support if needed.
Why is document verification required?
To comply with KYC regulations to verify identity, prevent fraud, and ensure responsible gaming.
What documents are needed for verification?
A government-issued ID, proof of address, and sometimes proof of payment method.
How long does document verification take?
Usually a few hours to a few days depending on volume and document clarity.
What to do if documents are rejected?
Resubmit clear, valid, unexpired documents as per the instructions provided by support.
How to upload documents for verification?
Upload documents through the verification section on the website or via live chat/email if supported.
Why does my account require additional verification?
Additional verification may be triggered by large transactions, suspicious activity, or regulatory requirements.
Can I have multiple accounts?
Multiple accounts are generally prohibited to prevent fraud and enforce responsible gaming.
How to report suspicious activity?
Contact customer support immediately with all relevant details.
What to do if I lose access to my email?
Contact support with identity verification to update the email address on your account.
How to change phone number in my account?
Update phone number in account settings or contact support for assistance.
Why are my account functions limited?
Account restrictions may be due to verification issues, responsible gaming settings, or security concerns.
How to set deposit limits?
Set deposit limits via account responsible gaming settings or request support help.
What is self-exclusion and how to activate it?
Self-exclusion is a voluntary ban from the casino; activate through responsible gaming settings or support.
How to temporarily freeze my account?
Contact support to request a temporary account freeze for a chosen period.
What to do if I suspect fraud?
Report immediately to support with details; cooperate on investigation.
Why is my deposit not going through?
Reasons may include payment method issues, insufficient funds, account restrictions, or technical problems.
How long does withdrawal processing take?
Withdrawals typically take from a few hours up to several business days depending on method.
What fees are charged for transactions?
Usually, the casino itself does not charge fees, but payment providers might apply their own fees.
Why was my withdrawal request declined?
Possible reasons include pending verification, bonus conditions not met, or suspicious activity.
What deposit methods are available?
Visa, Mastercard, Skrill, Neteller, Bank Transfer, Bitcoin, Litecoin, Dogecoin, Tether, and others.
What are the minimum and maximum deposit amounts?
Minimum €10-€20 based on method; maximum varies by payment type.
Minimum deposit amount
Generally €10 or €20 depending on payment method.
Maximum deposit amount
Varies by method; some up to €2,000 or more according to terms.
How to cancel a withdrawal request?
Contact support immediately to request cancellation if processing has not started.
Why is my withdrawal taking so long to process?
Delays can happen due to verification, banking issues, or high volume periods.
Can I withdraw to a different card?
Withdrawals typically must be made to the original deposit method; check terms for exceptions.
What to do if money was debited but not credited?
Contact support with transaction proof to resolve payment processing issues.
How to check the status of a financial transaction?
Monitor account transaction history or contact support for updates.
Why are financial operations blocked?
May be due to verification incomplete, account restrictions, or security concerns.
What documents are needed for large withdrawals?
Enhanced ID verification and proof of source of funds may be required.
Are there withdrawal limits?
Yes, withdrawal limits based on account status, payment method, and regulatory rules.
How do refunds work?
Refunds are processed back to the original payment method per casino policies.
What to do with failed payments?
Contact support promptly with details for troubleshooting and resolution.
Can I change the withdrawal method?
Usually not allowed once withdrawal is requested; clarify with support beforehand.
Why is proof of funds source required?
To comply with anti-money laundering regulations and verify legitimate income.
How to get a financial transaction statement?
Request a statement from support or access via account history section if available.
What to do if a payment is stuck?
Contact support with payment details for investigation and resolution.
What currencies does the casino accept?
EUR, USD, GBP, AUD, CAD, BRL, NOK, Bitcoin and other cryptocurrencies.
Is there currency conversion?
Yes, currency conversion is available based on your choice and payment method at standard rates.
How do cryptocurrency payments work?
Deposit and withdrawals using supported cryptocurrencies processed via secure wallets with typical blockchain times.
What to do with payment system errors?
Contact support with error details; retry or use alternative payment method.
Can I return an erroneous deposit?
Contact support immediately to report and request reversal of mistaken deposits.
Why won't the game load?
Common causes include browser issues, internet connectivity, or device compatibility problems.
What to do when there's a game crash?
Refresh the game, clear cache, try another device or browser, and contact support if persists.
How to report a game error?
Use live chat or email to provide details of the fault for investigation.
Why did my winnings disappear after a crash?
Contact support explaining the situation for review; some winnings may be reinstated.
Game sound not working - what to do?
Check device sound settings, browser permissions, or try another device/browser.
Game lagging or freezing - how to fix?
Clear cache, check internet, close background apps, update browser or app.
Why isn't my bet being counted?
Bet may not be placed correctly due to connectivity or timing issues; retry or contact support.
How to check game round results?
Game history or recent rounds feature available in most casino accounts.
What to do if the game is not responding?
Refresh page, clear cache, restart device, or reach out to support.
Why are some games unavailable?
Regional restrictions, software issues, or ongoing maintenance.
How to clear cache for better game performance?
Use browser or app settings to clear cookies and cached files.
Problems with game display on mobile device?
Update app/browser, check internet, clear cache, or switch devices.
What to do if bonus didn't activate?
Contact support with bonus code and account details for manual activation.
How to check bonus wagering requirements?
Review bonus terms and conditions or ask support for clarification.
Why aren't bonus points being credited?
Points may take time to appear or conditions not met; verify with support.
How to participate in tournaments and promotions?
Sign up as per website instructions and meet eligibility criteria.
What to do if promo code doesn't work?
Verify code validity and terms or contact support for help.
Why is Live Casino unavailable?
Possible maintenance, regional restrictions, or technical issues.
Problems with video streaming in live games?
Check internet speed, device compatibility, or contact support.
How to report a technical glitch?
Use live chat or email providing full details and screenshots if possible.
What to do if the website won't load?
Clear cache, try another browser/device, check internet, or contact support.
Browser compatibility issues?
Use recommended browsers updated to the latest version.
How to update Flash Player or other plugins?
Flash is largely deprecated; update browser and plugins as instructed.
What to do with slow website loading?
Clear cookies/cache, check internet, or try a different browser/device.
How to get technical support for games?
Access live chat or email support with game details and issue description.