Contact Our Support Team
Questions about your account, a deposit or a bonus? Our support team answers around the clock, and most chats are sorted in a few minutes. Here is exactly how to reach us and what to have ready before you do.
Reach Us Anytime
Live chat, 24/7
Open the chat window from the speech bubble in the bottom-right corner of any page on levelupcasino-pokies.com. The service runs 24 hours a day, 7 days a week, including public holidays. Typical first reply is under 2 minutes; complex payment or verification matters can take up to 30 minutes while the agent checks your account.
Write to [email protected] for anything that needs a paper trail: disputed transactions, verification documents, bonus terms in writing. We answer within 24 hours on business days and within 48 hours on weekends. Attach your account ID and relevant screenshots to cut the back-and-forth.
| Channel | Hours (AEST) | First reply |
|---|---|---|
| Live chat | 24/7 | Under 2 minutes |
| Email [email protected] | 24/7 intake | Within 24 hours |
No phone line, by design
We do not run a call centre, so there is no phone number to dial. Chat and email keep a written record of every answer, which protects you if a case is reopened later. If a chat drops out, the transcript stays in your inbox and any agent can pick up where the last one left off.
What We Can Fix
Account and verification
Logins, password resets, changing your email, and KYC checks all go through the same team. Before your first withdrawal we need a passport or ID, proof of address and proof of your payment method. Send the documents once, clearly legible, and verification usually completes within 24 hours.
Payments, bonuses and technical faults
We trace deposits that have not landed, guide withdrawals past the 30 AUD minimum, and explain wagering on the welcome package, which runs at 40x across your first four deposits with 300 free spins attached. If a pokie freezes or a round does not settle correctly, tell us the game name and time and we will pull the round log and refund interrupted stakes where the fault is on our side.
Check These First
Sixty seconds that save you a wait
Most cases resolve faster when you arrive prepared. Before opening the chat, run through this short list and have the details on hand.
Get Gambling Support Fast
We act on responsible-gambling requests the same day
Ask us in chat or email to set deposit limits, loss limits or reality checks and we apply them immediately to your account. Self-exclusion and cooling-off requests are processed within 24 hours and cannot be reversed early. If gambling is no longer fun, call Gambling Help Online on 1800 858 858, a free, confidential Australian service available 24/7, and we will also point you to it whenever you raise the topic with us.
Formal and Media Enquiries
Registered operator
Levelup Casino is operated by Dama N.V., registered in Curaçao under licence 8048/JAZ2020-13. Formal correspondence, including legal notices and KYC document submissions by post, goes to the registered office of Dama N.V. in Curaçao; the exact street address is listed in the site terms, and [email protected] will confirm it in writing on request.
Press, affiliates and partnerships
Media outlets, affiliate partners and business development teams should not use the general support queue. Write to us at [email protected] with the subject line "Media" or "Partnership" and your message is routed directly to the commercial team, who reply within two business days.
Frequently asked questions
How fast does Levelup Casino live chat reply?
The chat window sits in the bottom-right corner of every page and is staffed 24/7. A human agent typically answers within 2 minutes.
Is there a phone number for support?
No. We handle everything through 24/7 live chat and email at [email protected], so every answer stays in writing and on record.
What should I send with my email?
Include your username, the date and amount of any transaction involved, and clear screenshots. Emails are answered within 24 hours on business days.
Can support reset my deposit or loss limits?
Yes. Ask in chat or by email and we apply deposit limits, loss limits, session reminders or self-exclusion, usually the same day. Self-exclusion cannot be lifted early.
How long does KYC verification take?
Send your ID, proof of address and proof of payment method once, legibly. Verification normally completes within 24 hours and is required before your first withdrawal.