Contact Spinrise Casino

Need help, have questions, or want to reach our team? Multiple contact channels ensure you get assistance when you need it. Whether it's account issues, payment questions, bonus inquiries, or technical problems - we're here to help.

Our support operates 24/7 with response times optimized for Australian and Canadian timezones. No matter when you play, someone's available to assist.

Live Chat - Fastest Response

Available: 24 hours a day, 7 days a week
Average Response Time: Under 2 minutes
Best For: Urgent issues, quick questions, immediate assistance

Live chat is the quickest way to reach support. Click the chat icon in the bottom right corner of any page (visible on both desktop and mobile). Logged-in users get priority routing to VIP support teams.

Chat supports handle account verification questions, bonus activation issues, payment processing inquiries, withdrawal status checks, technical game problems, and general platform questions. For complex issues requiring investigation, agents may escalate to specialized departments.

What to Prepare Before Starting Chat

Your account username or registered email
Transaction IDs for payment-related issues
Screenshots of error messages or technical problems
Specific details about when the issue occurred

Having this information ready speeds up resolution significantly. Support agents can pull up your account details, but context about the specific issue helps them assist more efficiently.

Email Support

General Inquiries: [email protected]
VIP Support: [email protected]
Payment Issues: [email protected]
Privacy Concerns: [email protected]
Partnership Inquiries: [email protected]

Response Time: Typically 6-12 hours, maximum 24 hours
Best For: Detailed inquiries, document submission, non-urgent matters, complaints

Email Support Guidelines

When emailing support, include your account details (username and registered email) in the message body. Use clear subject lines that summarize your issue - "Withdrawal Delay - Transaction #12345" works better than "Help Needed."

Attach relevant documentation: screenshots of errors, photos of verification documents (for KYC issues), transaction receipts, or any other supporting materials. Email allows larger file attachments than live chat.

Complex issues requiring investigation receive more thorough responses via email. Support teams can consult with technical departments, review extensive account history, and provide detailed explanations.

Phone Support (VIP Members)

Availability: Silver tier and above
Hours: 24/7 for Gold, Platinum, and Rubin tiers
Access: Phone number provided via email after reaching Silver tier

VIP phone support offers direct access to dedicated account managers. Higher tiers (Gold, Platinum, Rubin) get priority phone lines with minimal wait times.

Phone support handles complex account issues, personalized bonus negotiations, high-value transaction inquiries, and urgent matters requiring immediate attention. Managers remember your play patterns and preferences, providing tailored assistance.

Support Hours & Timezone Coverage

While live chat operates 24/7, staffing levels adjust based on peak activity hours:

Peak Hours (Australian Eastern Time): 6 PM - 2 AM AEDT - Highest staffing, fastest response
Peak Hours (Canadian Time): 7 PM - 1 AM EST/PST - Enhanced North American support
Off-Peak Hours: Response times may extend to 3-5 minutes instead of under 2 minutes

Email support maintains consistent response times regardless of when you send inquiries. Emails received during off-peak hours get addressed as staff comes online.

Common Support Topics & Expected Resolution Times

Account Verification (KYC)

Resolution Time: 24-48 hours after document submission
Contact support if verification takes longer or documents get rejected. They can explain specific issues with submitted documents and guide you through corrections.

Withdrawal Processing

Resolution Time: 2-24 hours for verified accounts
Contact support if withdrawal remains pending beyond stated timeframes. They can check payment processor status, verify account standing, and escalate delays.

Bonus Activation Issues

Resolution Time: Immediate to 2 hours
Support can manually credit bonuses that didn't activate automatically, verify bonus eligibility, and explain wagering requirements.

Technical Game Problems

Resolution Time: Varies - immediate for known issues, 24-48 hours for investigation
Report game freezes, disconnections during wins, visual glitches, or loading problems. Include screenshots and specific game names.

Account Access Issues

Resolution Time: Immediate to 1 hour
Locked accounts, forgotten passwords, 2FA problems - support can verify identity and restore access quickly.

Self-Service Resources

Many common questions get answered through self-service options before contacting support:

Account Dashboard

Check transaction history, active bonuses, wagering progress, VIP tier status, and verification status directly in your account. Most information you need lives here.

Help Center

Browse articles covering registration, deposits, withdrawals, bonuses, game rules, and technical troubleshooting. Searchable database with step-by-step guides.

FAQ Sections

Each major page (Homepage, Bonuses, Login & Register) includes FAQ sections addressing common questions specific to those topics.

Responsible Gaming Tools

Set deposit limits, session reminders, self-exclusion periods directly through account settings without contacting support.

Feedback & Suggestions

Email: [email protected]
Purpose: Platform improvements, feature requests, user experience feedback

We value player input on platform functionality, game selection, bonus structures, and overall experience. While we can't respond to every suggestion, all feedback gets reviewed and considered for future updates.

Include specific details in feedback: what feature you'd like, why it would improve experience, examples from other platforms if relevant. Constructive feedback drives meaningful improvements.

Complaints & Dispute Resolution

Email: [email protected]
Response Time: 48 hours for acknowledgment, 7 days for resolution

Formal complaints require detailed description of the issue, account information, relevant transaction IDs, screenshots or documentation, and previous communication attempts with regular support.

Our complaints process:

Step 1: Complaint received and acknowledged within 48 hours
Step 2: Investigation by senior support team (3-5 business days)
Step 3: Resolution offered or detailed explanation provided
Step 4: If unresolved, escalation to management for final review

Most disputes resolve at Step 3. Complex cases involving significant amounts or regulatory concerns may require extended investigation periods.

Responsible Gambling Support

If gambling becomes problematic, reach out to professional organizations offering free, confidential support:

Australia

Gambling Help Online: 1800 858 858
Website: gamblinghelponline.org.au
24/7 phone counseling and online chat support

Canada

ConnexOntario: 1-866-531-2600
Website: connexontario.ca
GamTalk: gamtalk.org
Free resources for problem gambling across Canadian provinces

Platform Tools

Contact support to activate deposit limits, cooling-off periods, or self-exclusion. We process these requests immediately without questioning your decision.

Partnership & Business Inquiries

Email: [email protected]
Purpose: Affiliate partnerships, game provider integrations, payment processor collaborations, marketing partnerships

Business development inquiries receive responses within 3-5 business days. Include company information, partnership proposal overview, and relevant credentials or portfolio.

Corporate Information

Spinrise Casino operates under proper licensing with registered business address available upon request for legal or regulatory purposes. Contact via email for corporate documentation or licensing verification.

Physical mail correspondence accepted but email contact recommended for faster response. Mailed documents may take weeks to process versus hours for email.

What to Expect When Contacting Support

Our support team aims to provide helpful, efficient service. Here's what you can expect:

First Contact

Polite greeting and request for account verification
Questions to understand your specific issue
Explanation of next steps or immediate resolution if possible

During Investigation

Status updates if resolution requires time
Clear communication about what's being investigated
Realistic timeframes for resolution

Resolution

Clear explanation of outcome
Confirmation that issue is resolved
Follow-up to ensure satisfaction

What We Can't Do

Support has limitations: can't override system-enforced rules (bonus terms, wagering requirements), can't manually manipulate game outcomes, can't bypass verification requirements, can't process withdrawals to third-party accounts.

We're transparent about limitations and explain regulatory or technical constraints when they apply.

Tips for Effective Support Communication

Be Specific: "Withdrawal stuck for 3 days, transaction #45678" beats "Help with money"
Stay Calm: Frustrated is understandable, but polite communication speeds resolution
Provide Evidence: Screenshots, transaction IDs, exact error messages help immensely
Follow Instructions: If support requests additional information, provide it promptly
Keep Records: Save chat transcripts and email threads for reference

Support teams genuinely want to help resolve issues. Working together cooperatively leads to faster, better outcomes than adversarial approaches.