Contact Our Support Team
Our support desk runs 24 hours a day, seven days a week, so you are never left waiting mid-session. Reach us through live chat on the website or by email, and a real person will sort your query.
Ways to Reach Us
The fastest option is live chat: tap the chat icon in the bottom-right corner of any page at bitguruz-aud.com and a agent responds within 2 to 5 minutes, day or night.
For anything that needs screenshots, documents or a longer explanation, email [email protected]. We answer every message within 24 hours, and most queries are resolved on the first reply.
We do not operate a phone line. Live chat and email cover every request, and both channels connect you to the same trained team, so you can pick whichever suits the moment.
| Channel | Where to find it | Availability | Typical response |
|---|---|---|---|
| Live chat | Chat icon, bottom-right of every page | 24/7 | 2 to 5 minutes |
| [email protected] | 24/7 | Within 24 hours |
What We Can Help With
No query is too small. Our agents handle the full range of account, payment and game issues, and they can escalate complex cases to payments or security specialists on the spot.
- Account access: password resets, login errors, profile updates and closure requests.
- KYC verification: which documents to upload, status checks, and help if your government ID, proof of address (max 3 months old) or proof of payment method is rejected.
- Deposits and withdrawals: missing PayID or crypto deposits, withdrawal delays beyond our 0-24 hour window, and limits such as the 30 AUD minimum withdrawal or the 7,500 AUD daily cap.
- Bonuses: claiming the 300% welcome bonus up to 1,500 AUD with 300 free spins, wagering at 30x, weekly cashback up to 20%, reload offers and loyalty tiers.
- Technical problems: game loading errors, mobile site issues on iOS or Android, and payment method glitches.
- Responsible gambling: setting deposit or loss limits, session reminders, self-exclusion, and a referral to Gambling Help Online on 1800 858 858.
Before You Contact Us
A few quick checks often solve the question before you type a word. Open your profile first: your KYC status sits under verification, and pending documents are usually the reason a withdrawal is on hold.
Check your transaction history for the deposit or withdrawal in question, including the reference number, before messaging us. With that reference, an agent can trace a PayID transfer or a crypto transaction in minutes.
Read the FAQ section linked in the site footer as well. Deposit minimums, bonus wagering and verification steps are all covered there, and many players find their answer without waiting for a reply.
Formal and Business Enquiries
For formal correspondence, write to Bitguruz N.V., the operator of Bitguruz Casino, licensed in Anjouan under number ALSI-202505027-FI2. Postal and legal enquiries go through [email protected] with the subject line "Formal" so they are routed to our compliance team.
Press, affiliate and partnership requests should use the same email address with the subject "Partnerships". We review media enquiries within two business days and send dedicated contacts for collaboration, advertising and affiliate onboarding.
Frequently asked questions
How quickly does live chat respond?
Our live chat runs 24/7 and agents typically reply within 2 to 5 minutes, whatever the hour.
Does Bitguruz Casino have a phone number?
No, we do not operate a phone line. Live chat and email at [email protected] are the official channels, both staffed around the clock.
Why is my withdrawal taking longer than 24 hours?
Usually it is pending KYC verification. Check your profile for document requests; once verification passes, withdrawals are processed within 0-24 hours.
Can support help me set deposit limits?
Yes. Message us via live chat or email and we will set deposit or loss limits, session reminders or self-exclusion on your account straight away. Free support is also available at Gambling Help Online on 1800 858 858.