Talk to our support team

A stuck withdrawal, a bonus term you want clarified, or a login that refuses to cooperate? Our support desk runs 24/7, and this page lists every way to reach us, with honest response windows so you know exactly when to expect an answer from Redwin Casino.

How to reach us

Live chat and email

Tap the chat bubble in the bottom right corner of any page and the live chat window opens immediately. It is staffed 24/7, and the median wait to connect with an agent is under 2 minutes, including weekends and public holidays. Our agents answer in English, German, French and Spanish, so write in whichever of those suits you best.

Email suits anything that needs attachments, such as KYC documents or screenshots of a failed deposit. Send it to [email protected] from the address registered on your account and we reply within 24 hours, usually much faster overnight Australian time. Put your username and topic in the subject line, for example "Username 88214, withdrawal query", and we can open your file straight away.

What to include in your message

Three details cut our handling time roughly in half: your username, the date and time of the event, and any transaction ID shown in your cashier history. For payment issues, add the method you used (PayID, Neosurf, Visa, MiFinity, Bitcoin or another of our accepted options) and the amount in AUD. Never send card numbers or full wallet keys; we never ask for them, and our agents will not request passwords either.

What our team handles

Accounts, payments and documents

One team covers everything, so you never get bounced between departments. These are the topics we deal with every day:

• Account and KYC issues: ID document, proof of address and payment method verification before your first withdrawal, plus login problems and personal detail updates.
• Deposits and withdrawals: minimum deposit 20 AUD, minimum withdrawal 50 AUD, up to 10,000 AUD per week, processed within 1-3 business days with no fees on our side.
• Technical problems: games not loading, error codes, frozen sessions on iOS and Android mobile browsers.
• Bonus questions: the welcome package of 100% up to 1,000 AUD plus 100 free spins with promo code REDWIN100 (40x wagering, 30 days validity), weekly 10% cashback, Tuesday free spins and the weekend reload of 50% up to 500 AUD.
• Responsible gambling: deposit limits, loss limits, session reminders and self-exclusion, applied on request.

Responsible gambling support

If gambling stops feeling like fun, say so in chat or email and we can apply limits or a self-exclusion the same day, no questions asked. For free, confidential counselling around the clock, Gambling Help Online is one call away on 1800 858 858. Treat that number as your first stop in an urgent moment, because it connects you instantly while our queues move in minutes.

VIP members

Climb into the upper tiers of our 5-tier loyalty programme and you are assigned a personal account manager with a direct email address and extended hours. Cashback of up to 15%, exclusive gifts and priority withdrawal handling all come through that person, so keep their address handy once it lands in your inbox.

Check these before writing

Three quick checks

Roughly half the tickets we receive are solved by three checks that take under a minute each:

• Open the FAQ page from the site menu: bonus wagering, promo codes and payment limits are all covered there.
• Check your profile for KYC status: while verification is pending, withdrawals stay queued until your documents clear.
• Look at your transaction history in the cashier: a withdrawal marked as processing still sits inside our standard 1-3 business day window.

Deposit timing

Deposits via PayID, Neosurf, CashtoCode, Bitcoin, Ethereum or Tether normally land within minutes, so a short delay with those is worth a second look at your own wallet or voucher first. Card payments through Visa and Mastercard can take longer to authorise on the bank side, and e-wallets such as MiFinity, Jeton and Skrill sit somewhere in between. If a payment has not appeared after 30 minutes, that is the moment to message us, with the transaction ID from your cashier page attached.

Our registered office

Formal correspondence

Legal notices, posted documents and anything requiring a physical letter go to our registered office: Redwin Gaming N.V., Wilhelminaplein 13, Willemstad, Curacao. Quote your account username in every letter so we can match it to your file, and expect a written reply within 10 business days of receipt. We operate under Curacao eGaming licence 8048/JAZ2021-042 and have run Redwin Casino since 1999, so our compliance desk has seen every kind of formal request and handles them in strict rotation.

Press and partnership enquiries

Business and media contacts

Journalists, streamers and prospective affiliate partners should not use the player support address, because those tickets land in the wrong queue and cost you days of waiting. Write to [email protected] instead; we reply within 3 business days, and existing partners with an assigned manager should keep using that direct contact. Media kits, brand guidelines and interview requests all start at the same address, so one email is enough whichever hat you are wearing.

Frequently asked questions

Is live chat available around the clock?

Yes. Our live chat runs 24/7 and the median wait to reach an agent is under 2 minutes, including weekends and public holidays.

How fast do you answer emails?

Emails sent to [email protected] are answered within 24 hours. Include your username and topic in the subject line to speed things up.

Can I call you by phone?

We do not run a phone line. Live chat and email cover everything, and for independent gambling counselling you can call Gambling Help Online on 1800 858 858 at any hour.

Who do I contact about setting deposit limits?

Message our support team in live chat or by email and we can apply deposit limits, loss limits, session reminders or self-exclusion the same day.