You will know which of the three gets you an answer fastest.
Money not showing up?
Fastest route for anything urgent, like a deposit that has not landed or a game that froze. A real person answers in about 3 minutes, day or night, inside your account.
Best for documents, statements and anything you want in writing. Send it to [email protected] and a reply lands in your inbox within 12 hours, every day.
Works well when you would rather talk it through. Ring +61 2 5355 2813, staffed at all hours on AEST, and you will usually be speaking to someone inside 2 minutes.
Casino Chan keeps its answers short, because nobody wants to wade through small print at midnight.
accountWhere do I ask to close my Casino Chan account?+
Closing your account is quick, so tell the support team through live chat or write to [email protected] from your registered address and ask for permanent closure. Casino Chan N.V. will clear any balance owed to you first, and the shut door stays shut unless you ask in writing to reopen it.
accountWhere does support work at night and on weekends?+
Support runs 24 hours a day, 7 days a week, so a Sunday morning question gets the same treatment as a Tuesday afternoon one. Times are given in AEST, which is the clock the Australian number follows.
accountWhy bother escalating if the agent already said no?+
A reply you cannot use is still worth pushing, so ask the agent to escalate the matter to a senior desk within the same conversation. If the outcome still does not satisfy you, send the full story to [email protected] and the team reviews it again before any step outside the casino.
accountWhen did Curaçao license Casino Chan and is it still current?+
Casino Chan N.V. has held licence OGL/2015/5995/142 from the Gaming Control Board Curaçao since 2015, and that licence is still the one under which the site trades today. Ask support for the current licence details any time you want them confirmed in writing.
accountWhen will I get a copy of my data or have it deleted?+
Send a data request to [email protected] from your registered email address, and a copy or deletion follows once your identity is confirmed. Verification usually takes about sixteen hours, so allow that window before asking again.
accountWhere can I get help in a language other than English?+
Support answers in English, German, French, Finnish and Norwegian, with English the default for players in Australia. If you write in another language, the answer may take longer while it is routed to the right desk.
Six details
Working out who is behind the site?
Useful the moment you want to know who to hold to a promise, or where to send a formal letter.
No one wants to feel stuck with an answer they cannot challenge, so here is the ladder.
Chat transcript and reference
Start by writing to [email protected] with your player ID, dates, and what you expected to happen. Keep the message short and factual, and save the copy for your own records.
When does support come back?
Someone reads the message and replies, usually within twelve hours under the published e-mail response time. Take that reply as the working answer and note anything still outstanding.
Moving up the chain
If the answer misses the point, reply to the same thread and ask for it to go to a supervisor. Include the earlier reference number so nobody starts the story again.
Gaming Control Board Curaçao
Once the internal route is exhausted, you may take the matter to Gaming Control Board Curaçao, which licenses Casino Chan N.V. Send the same facts and the full message trail with it.
We use cookies to ensure the site works properly and to improve your experience. By continuing to use Casino Chan, you agree to our cookie policy.