Talk to Blockchain Casino any time
A stuck withdrawal, a bonus code that did not apply, or a question about your KYC status: our support desk runs 24/7 and every channel is listed below with the exact response window you can expect. We launched in 2014, and in all that time we have kept one rule for support: you should never wait longer than we would want to wait ourselves.
Reach our support team
Every channel, one table
Pick whichever channel suits the moment. Live chat is the fastest route for anything urgent, while email works better when you need to attach screenshots or documents.
| Channel | Where to find it | Hours | First response |
|---|---|---|---|
| Live chat | Chat bubble, bottom right of any page on blockchain-aud.com | 24/7 | Under 2 minutes |
| [email protected] | 24/7, monitored continuously | Within 12 hours | |
| VIP account manager | Assigned at tier 3 and above, reachable from your account page | 24/7 | Within 1 hour |
Getting the fastest answer
When you email us, write from the address registered on your account and put your username in the subject line. Attach anything relevant: a screenshot of the error, the transaction hash for a crypto deposit, or the promo code that failed to apply. Every email gets a ticket number in our system, and you can quote that number in live chat if you want the two threads merged.
Our live chat is staffed by real people around the clock, including weekends and public holidays across Australia. There is no phone line, and we made that choice deliberately: written channels give us a full record of your issue, so nothing gets lost when your query moves between team members.
What we can help with
Topics our desk handles daily
No query is too small. If it touches your account, your money or your play, it belongs with us, and the list below covers what comes up most often along with the facts we usually quote back.
- Account and KYC: we guide you through ID, proof of address and source of funds checks required before your first withdrawal, and tell you exactly which document is missing.
- Deposits and withdrawals: minimum amounts sit at AUD 60 both ways, withdrawals are processed within 0 to 24 hours, and crypto payouts usually land within 10 minutes. If a payment has not arrived, we trace it with the transaction reference.
- Bonuses and promotions: the welcome offer of a 150 percent match up to AUD 16,000 plus 100 free spins with promo code BLOCK150, weekly cashback up to 20 percent, Friday reloads and crypto race tournaments all generate questions about wagering, which sits at 40x, and validity periods.
- Technical problems: games not loading, a session dropping mid-spin, or display errors on mobile. Our site runs on HTML5 for iOS and Android with no app required, and we can troubleshoot both platforms live.
- Responsible gambling: we set deposit limits, loss limits and session reminders on request, arrange self-exclusion, and can point you to Gambling Help Online on 1800 858 858 at any hour.
When we escalate
Payment traces and complex KYC cases sometimes need our payments or compliance team rather than the first responder. When that happens, we tell you it has been escalated, give you a timeframe, and follow up rather than leaving you to chase us. Escalated payment cases are answered within 24 hours at the outside.
Check these before contacting us
Two minutes that save ten
Half of the queries we receive are answered by information already sitting in your account or in our FAQ. Run through this short list first, and if you still need us, you will contact us already armed with everything we would otherwise ask for.
- Read the FAQ on blockchain-aud.com: bonus wagering, bonus validity of 30 days, and deposit method questions are covered there in plain terms.
- Open your profile and check your KYC status: if documents are marked as pending, no further action from you is needed yet, and approval typically lands within 48 hours.
- Review your transaction history before asking about a deposit or withdrawal: the entry shows the amount, the method and the status, which is often all the answer required.
- Look at active bonuses in your account: remaining wagering on the 40x requirement is displayed there in real time, which resolves most questions about locked funds.
- Note your withdrawal limits: AUD 16,000 per day and AUD 80,000 per month, with no fees on our side, so a held amount above those caps is a limit issue rather than a delay.
Blockchain Casino registered office
Formal correspondence
We operate as Blockchain Entertainment N.V. under Curaçao licence 8048/JAZ2014-067. Formal correspondence, including legal notices and documents that require a physical signature, can be sent by post to: Blockchain Entertainment N.V., Heelsumstraat 15, E-Commerce Park, Willemstad, Curaçao.
Postal replies can take several weeks, so for anything time sensitive, such as a withdrawal held up by verification, use live chat or email instead. For privacy and security reasons, never send ID documents by post; upload them directly through the verification section of your account, where they are encrypted and seen only by our compliance team.
Press and partnership enquiries
Working with us
Journalists, streamers, affiliate partners and game studios reaching a business proposal should write to [email protected] rather than the player support address, so your message lands with the commercial team on the first pass. Include your outlet or platform, your audience figures and the format you have in mind; we reply to every serious proposal within two business days. We currently work with 27 game providers across a library of 16,900 titles, so there is room for conversations of every size.
Frequently Asked Questions
How quickly does live chat respond?
A real agent joins the chat within about 2 minutes on average, at any hour of the day or night, including Australian public holidays.
Is there a phone number I can call?
No. We keep support to live chat and email so every query leaves a written record, which prevents details being lost between team members.
Which email address should I use for KYC documents?
Use [email protected] for questions, but upload the documents themselves through the verification section of your account. Never send ID copies by email or post.
Can I get help with responsible gambling at night?
Yes. Deposit limits, loss limits, session reminders and self-exclusion requests are actioned by our 24/7 desk, and we can also direct you to Gambling Help Online on 1800 858 858.