How to Contact Us at Spinsup Casino
Our care team works around the clock, every day of the year, so you are never more than a few minutes away from a real person. Whether it is a stalled withdrawal, a bonus question or a KYC document query, here is exactly how to reach us and how fast we reply.
Ways to Reach Our Team
Channel and Response Times
We keep the contact options simple on purpose: two channels, both staffed 24/7, including weekends and public holidays across Australia. Pick whichever suits the situation and we will take it from there.
| Channel | Where to Find It | Hours (AEST/AEDT) | Typical Response |
|---|---|---|---|
| Live chat | Chat bubble at the bottom right corner of any page on spinsup-aud.com | 24/7 | Under 2 minutes to first reply |
| [email protected] | 24/7 inbox, monitored continuously | Within 24 hours, most replies inside 8 |
Which Channel Suits What
Use live chat for anything urgent: a frozen game session, a deposit that has not landed, or a temporary account lock. Type your question, and a member of our team joins the window usually inside two minutes.
Email suits anything that needs attachments. Send documents such as your government-issued ID, proof of address or payment method evidence to [email protected], and quote your username in the subject line so we can match the ticket to your account on the first pass. One email, one thread: replying keeps the full history with the same agent rather than starting over.
A Note on Phone Support
We do not run a phone line at Spinsup Casino. Written channels give us a verifiable record of every conversation, which protects you as much as it protects us, and our chat queue consistently beats typical call-centre wait times anyway.
What We Can Help With
Accounts and Verification
Our agents process KYC queries daily. If your identity check is under way, remember that verification takes up to 3 business days from the moment we receive clear documents, and we will email you the outcome either way.
We can also update your personal details, reset a locked account, walk you through two-factor setup, or reopen a closed account where the rules allow it.
Payments
Deposit and withdrawal questions make up a fair share of our inbox, so we staff payment specialists on every shift. The figures we work from: minimum deposit 40 AUD, minimum withdrawal 50 AUD, daily cap 7500 AUD and weekly cap 30000 AUD.
Crypto and e-wallet withdrawals are completed within 0 to 24 hours, while cards and bank transfers take 1 to 5 business days. We charge no fees on our side; your payment provider may apply their own.
Bonuses and Technical Issues
Bonus questions we answer with numbers, not guesses: the welcome offer carries a 40x wagering requirement and stays valid for 14 days, and our agents can tell you exactly how much of it you have cleared at any moment.
For technical trouble, tell us the game title, the time it happened and your device. A screenshot helps enormously. We can check server-side logs, credit a disrupted round where the outcome was undetermined, and escalate recurring faults straight to the game studio.
Responsible Gambling Support
Ask us any time about deposit limits, loss limits, session reminders, cool-off periods or self-exclusion, and we will action the request the same shift. You do not need to explain why.
For independent, free and confidential counselling in Australia, Gambling Help Online is available around the clock on 1800 858 858. We list it here because we would rather you have the number and never need it than need it and not have it.
Quick Checks Before You Write
Save Yourself a Round Trip
Three quarters of the tickets we close are answered by something already visible in your account. Run through this short list first and, if you still need us, arrive with the details that let us fix it in one reply.
- Check the FAQ page: bonus terms, wagering rules and withdrawal timelines are documented there in full.
- Open your profile and look at the KYC status field: if it reads pending, documents are still being processed within the 3 business day window.
- Open your transaction history: a deposit shows as pending or complete, and a withdrawal shows its current processing stage.
- Note the exact time, amount and method of any payment in question before you open the chat.
- Clear your browser cache or reopen the site on another device if a game fails to load; if it persists, that detail is gold for our technical team.
Details That Speed Things Up
Include your username (never your password; we will never ask for it), the last four digits of the payment method involved, and any ticket number from earlier contact on the same issue. With those three things, most payment queries are resolved within a single chat session.
Our Registered Office
Formal Correspondence
Spinsup Casino is operated by SpinsUp Gaming N.V., registered in Curaçao and licensed by the Curaçao authority. For formal or postal correspondence, write to us at Heelsumstraat 51, E-Commerce Park, Willemstad, Curaçao.
Postal mail naturally takes longer than email, so allow 10 to 15 business days for a written reply. For anything time sensitive, such as a pending withdrawal or a self-exclusion request, use live chat instead, because those channels act on your request the same day.
Press and Partnership Enquiries
Media outlets, affiliate partners and game studios reaching us about coverage, collaboration or integration should email [email protected] rather than the support inbox, so the request lands directly with our commercial team. Include your outlet or company name, the audience you reach and a short outline of the proposal. Our partnerships team reviews every submission weekly and replies within 5 business days, whether the answer is a yes or a no. Since we launched in 2024, we have built our affiliate program on clear terms and on-time reporting, and we hold new partners to the same standard we hold ourselves.
Frequently Asked Questions
Is live chat really available 24/7?
Yes. Our chat team works every hour of every day, including Australian public holidays and weekends. First replies typically arrive in under 2 minutes, even at 3am AEST.
How long does email support take?
We answer every email to [email protected] within 24 hours, and most replies go out inside 8 hours. Attach your documents in the first email to avoid delays.
Can I call Spinsup Casino?
We do not offer phone support. Live chat and email give you and us a written record of every conversation, and both channels are monitored 24/7.
What should I include when contacting support?
Your username, the time and amount of any transaction in question, the last four digits of the payment method, and a screenshot if the issue is technical. Never share your password with anyone, including our agents.
Who do I contact about a self-exclusion?
Message our support team via live chat or email and we will action deposit limits, cool-off periods or self-exclusion the same day. For independent support, Gambling Help Online is free and confidential on 1800 858 858.