Contact Us at Hollywin Casino
Our care team works around the clock, every day of the year. Below you will find every way to reach us, what we can sort out for you, and the quick checks that help us fix your issue on the first reply.
How to Reach Our Support Team
Live chat and email
Live chat is the fastest way to reach us. Tap the chat bubble in the bottom-right corner of any page on hollywin-aud.com, enter your name and query, and an agent joins typically within 30 to 60 seconds. Chat runs 24/7, including public holidays, and the average full resolution takes under 10 minutes for standard queries.
For anything that needs documents or a longer paper trail, email [email protected]. We reply within 2 hours around the clock, and most complex cases close within 24 hours. Put your account username in the subject line and attach any screenshots up front so we skip the back-and-forth.
- Live chat: chat bubble, bottom-right of every page, 24/7, first response 30 to 60 seconds
- Email: [email protected], 24/7, reply within 2 hours
- Languages we support in chat and email: English, Deutsch, Español, Français
What We Can Sort Out
Common queries we handle
Account and verification issues sit at the top of our queue. If your KYC check is pending, we can tell you exactly which document is missing and why. Government photo ID, proof of address dated within 3 months, and proof of your payment method are what we need, and verification typically completes within 24 to 48 hours.
Payments questions come a close second. Minimum deposits and withdrawals are AUD 30, withdrawals land within 0 to 24 hours after approval, and limits run to AUD 8,000 per day, AUD 16,000 per week and AUD 32,000 per month. If a PayID, card, or crypto transfer looks stuck, we trace it while you wait.
Bonus questions, game or site faults, and responsible-gambling help round out the rest. We can check wagering progress on your welcome bonus, report a game that will not load, and set deposit, loss or wager limits, session reminders, cool-off periods or self-exclusion on the spot.
- Account and KYC: document checks, password resets, login and profile issues
- Money: deposits, withdrawals, pending transfers, limit increases for VIP tiers
- Bonuses: wagering status, promo code HOLLYWIN, reload and cashback queries
- Technical: games not loading, error messages, mobile browser issues on iOS and Android
- Responsible gambling: limits, session reminders, cool-off periods, self-exclusion, Gambling Help Online on 1800 858 858
Quick Checks Before You Message
Save yourself a round trip
Three minutes of checking often answers the question before you type it. Open the FAQ from the site footer first: it covers bonus terms, withdrawal times and verification steps in plain wording.
Next, look at your profile. Your KYC status shows under Verification, and any rejected document comes with a reason you can fix yourself, such as a blurred photo or an address proof older than 3 months. Finally, open Transaction History: pending withdrawals show a status of Processing until our team approves them, which happens within 0 to 24 hours.
When you do contact us, have three things ready: your username, the approximate time of the issue, and a screenshot if an error message appeared. With those, most agents resolve the case in a single chat session.
- Check the FAQ in the site footer for bonus, payment and verification basics
- Open Profile, then Verification to see your KYC status
- Review Transaction History for pending deposits and withdrawals
- Have your username, the time of the issue and a screenshot ready
Our Registered Office
Formal correspondence
Hollywin Casino operates under Hollywin Gaming Ltd., registered in Malta and licensed by the Malta Gaming Authority under licence MGA/B2C/812/2025. For formal letters, such as legal notices or documented complaints, post them to our registered office in Malta and mark the envelope with your account username. Email works just as well for the same purposes at [email protected], and we treat formal complaints with a written response within 14 days.
If your query concerns a payment dispute, include the transaction reference from your Transaction History so our payments desk can match it to the provider record without delay.
Press, Partnerships and Business
Media and affiliate enquiries
We keep commercial and player traffic separate so neither queue slows the other. Journalists, affiliate partners and software providers should email our business desk rather than the player support address, with the word Partnership or Press in the subject line. Our partnerships team reviews proposals within two business days and replies to every serious enquiry, whether it covers content collaboration, game integration or marketing campaigns for the Australian market.
Frequently Asked Questions
Is live chat available at night and on weekends?
Yes. Our live chat runs 24/7, including weekends and public holidays, with an agent joining typically within 30 to 60 seconds.
How fast do you answer emails?
We reply within 2 hours at any hour of the day, and most cases close within 24 hours once we have your documents.
Do you have a phone support line?
We do not offer phone support. Live chat and [email protected] cover every query, and chat resolves most issues in under 10 minutes.
What should I include when I contact you?
Send your username, the approximate time the issue occurred, and a screenshot of any error message. For payment queries, add the transaction reference from your history.