How You Can Contact Us
Need a hand with a withdrawal, a bonus question or your account? Our support team is here around the clock, and this page gives you every channel, our response windows and a few quick checks that often solve things in minutes.
Our Support Channels and Hours
Live chat, email and response times
Our live chat runs 24/7, every day of the year. Open the chat window from the speech bubble in the bottom-right corner of any page on spinsamurai-aud.com, whether you are on desktop or mobile. Typical first reply is under 2 minutes, and most account or payment questions are resolved within a single session.
For anything that needs documents or a longer explanation, email us at [email protected]. We answer every message within 24 hours, and queries that involve account verification usually take a bit longer because our payments team checks each file manually.
When you write to us, include your username and, if relevant, the transaction ID from your history. One clear email with the right details saves a round trip and gets you an answer in the first reply.
| Channel | Where to find it | Hours | Typical response |
|---|---|---|---|
| Live chat | Speech bubble, bottom-right of every page | 24/7 | Under 2 minutes |
| [email protected] | 24/7, replies daily | Within 24 hours | |
| VIP manager | Assigned in your account area | 24/7 for top tiers | Under 1 hour |
What We Can Help You With
Common requests we handle daily
Bonus questions are the ones we can usually settle fastest, because every promotion has a fixed rule set we can quote on the spot. Withdrawal questions may take longer when a currency conversion or blockchain confirmation is involved, and we will tell you the exact hold-up rather than a vague timeframe.
- Account and KYC: document uploads, verification status (normally processed within 24 to 48 hours), password resets and profile changes.
- Deposits and withdrawals: missing deposits, the minimum withdrawal of 30 AUD, the weekly cap of 7,500 AUD, and our 0 to 24 hour crypto payout window.
- Bonuses: the 200% up to 2,000 AUD welcome offer with 100 free spins (code SAMURAI), wagering at 40x, weekly cashback up to 20% and tournament entries.
- Technical issues: games not loading, error messages, mobile site problems on iOS and Android.
- Responsible gambling: deposit limits, loss limits, session reminders and self-exclusion, plus a referral to Gambling Help Online on 1800 858 858.
Quick Checks Before You Write
Three things worth 60 seconds
If all three check out and something still is not right, message us with a screenshot. A screenshot of an error or a pending transaction cuts our diagnosis time roughly in half.
- KYC status: check your profile area under Verification. If documents show as pending, they are still inside the 24 to 48 hour processing window and need no follow-up yet.
- Transaction history: open the Cashier and confirm the deposit or withdrawal actually left your side, and copy the transaction ID. Crypto deposits can take up to 30 minutes to confirm on-chain.
- Bonus terms: the wagering progress bar on the Bonuses page shows exactly how much of your 40x requirement is left, which answers most 'where is my withdrawal' questions.
Press and Partner Enquiries
Media and affiliate contacts
We keep commercial correspondence separate from player support so neither queue slows the other. For media requests, affiliate partnerships or supplier enquiries, email the same address, [email protected], with 'Press' or 'Partnership' in the subject line. Our commercial team replies within two business days. Spinsamurai Casino operates under licence 8048/JAZ2019-049 from the Government of Curaçao, held by SG International N.V., so formal or regulatory correspondence should quote that licence number and be sent by email to the same address with 'Legal' in the subject.
Frequently Asked Questions
Is live chat really available at 3 am?
Yes. Our chat runs 24/7, including public holidays, with staff online around the clock. First reply is normally under 2 minutes no matter the hour.
Why has no one answered my email after 12 hours?
We answer every email within 24 hours. Verification-related messages may take the full window because our payments team reviews each document manually.
Do you have a phone number I can call?
We do not offer phone support. Live chat and [email protected] cover everything, and chat is usually the fastest option.
How do I check my withdrawal status without messaging you?
Open the Cashier and check your transaction history. Withdrawals show each stage, and crypto payouts are processed within 0 to 24 hours of approval.
Can I ask for self-exclusion through support?
Yes. Tell any agent in live chat and they will apply it immediately, and we can point you to Gambling Help Online on 1800 858 858 for further support.