Contact desk

Cuppawins Casino Contact: Straight Into the Right Desk

At any hour, live chat, e-mail and phone are open, and the team answers around the clock, every day of the year.

Reach a human MGA-licensed, 256-bit SSL

Paid today

449,851 A$

6,149 Players online

Malta Gaming AuthorityLicensed MGA/B2C/346/2010 since 2010, registered in Malta as Cuppawins Casino Ltd. (C-18778).

13-minute withdrawalsAverage payout in 13 minutes, A$59M processed weekly, up to A$35,000 per transaction.

256-bit SSL encryptionBank-grade encryption across all sessions, audited by Gaming Laboratories International, SIQ and QUINEL.

Faster answers

Which Line Replies Fastest?

Since 2010, the house has kept a human on every line, day and night.

Talk while you play

When a game freezes mid-spin, chat opens in a browser window and an agent replies in about one minute, around the clock, on all days.

Open chat

Anything in writing?

Late on a Friday, send the whole story to [email protected], which suits statements and screenshots, and a reply usually lands within six hours.

Write to us

Voice over typing

If a payment stalls and you want a voice, call +61 2 3785 6075; the line is staffed around the clock in AEST and connects in roughly three minutes.

Call the team

Playing from home

Before and After Work, Australia Is Covered

By the time you finish here, the local number, the clock and the languages are settled.

Reach Us

Local phone+61 2 3785 6075

Support clockAEST

LanguagesEnglish, German, Finnish, Norwegian

Support e-mail[email protected]

Supervision

Licence and regulatorMalta Gaming Authority, MGA/B2C/346/2010

Help Lines

Gambling helpGambling Help Online, Lifeline Australia, BetStop National Self-Exclusion Register

When support runs out

Unhappy With the Answer?

Every complaint starts with the team that handled your issue, because that is how Cuppawins Casino tracks what went wrong.

Do I Need to Say "Complaint"?

By the time you have waited a day for a reply and still disagree, tell the support agent plainly that you want the matter logged as a complaint rather than a question.

A Reference and a Named Handler

Within a few minutes of asking, you get a reference number and the name of the person handling it, so any later call can pick up exactly where you stopped.

Can a Manager Look Again?

Once the first answer lands and it still falls short, ask for the matter to go to a manager, who reviews the notes and replies in writing.

Taking It to Malta

After that review has closed and you remain unsatisfied, you may take the matter to the Malta Gaming Authority, the regulator that licenses this casino, and it decides the next step.

Six mailboxes

Department-by-department mailbox list

Before you send, match the topic, because a reply that points elsewhere is the usual cause of delay.

Account Desks

Support, general questions[email protected]

Verification, document checks[email protected]

Money Desks

Payments, deposits and withdrawals[email protected]

Other Desks

Complaints, before the regulator[email protected]

Privacy, personal data requests[email protected]

Partnerships, via support desk[email protected]

Cuppawins Casino: What to Have Ready

Nothing here is compulsory, but each item saves a round of messages.

Your registered e-mail address
Player account number if you have it
Transaction date, amount and method
Screenshots of any error message
The exact wording of your question

Know your wait

Check the Wait Before You Write

Use this table when you are deciding whether to wait for a chat reply or simply pick up the phone.

Live chat

Chat hoursaround the clock

Chat first replyone minute

Time zoneAEST

E-mail

E-mail address[email protected]

E-mail replysix hours

Phone

Phone number+61 2 3785 6075

Phone waiting timethree minutes

Six Answers, No Queue

Can I Reach Support Right Now?

Ten minutes from now, you will know which question goes where and when a reply lands.

trustIs support open at night and on weekends?+

Around the clock, every day of the week, someone is on shift in the live chat and on the phone line. Weekends and public holidays in Australia run exactly like a Tuesday afternoon, because the desk never closes for the night.

trustHow long does verification take?+

Once your documents reach the verification team, a decision normally comes back within 11 hours. Proof of identity, proof of address and confirmation of your payment method are the three files that move it along fastest.

trustWhat languages can support answer me in?+

Chat and e-mail replies arrive in English, German, Finnish or Norwegian, depending on which agent picks up your message. Nothing is translated by machine, so an Australian player writing in English is answered in plain English, in Australian dollars.

trustDo I need to give support my password?+

Your name, your registered e-mail address and the last four digits of a payment method are enough for an agent to open your account. Nobody on the team will ever ask for your password, in any channel, at any hour.

trustWhat if I want my account closed?+

Ask the live chat team to close your account and they will action it, with any remaining balance returned to the payment method you used. Closing an account does not cancel a self-exclusion, so tell the agent if you want one set up.

trustWhat happens when I ask for my data?+

Write to the privacy inbox and a request for a copy of your personal data is acknowledged the same working day and answered within the time limit the Maltese regulator sets. A deletion request is handled by the same team, though records tied to a licence obligation stay on file.

Cuppawins Casino operator

Cuppawins Casino Is Run by a Licensed Company

Read it once and you will know exactly which company stands behind your account and where it is registered.

Company

Legal nameCuppawins Casino Ltd.

Company numberC-18778 (Malta)

AddressTriq il-Kbira, Msida

Licence

RegulatorMalta Gaming Authority

Licence numberMGA/B2C/346/2010

Written contact

E-mail[email protected]

Fun On One Side, Help On The Other

In Australia, the people who help with gambling problems are independent of Cuppawins Casino and of any other operator. They answer for free, they keep what you say private, and they do not sell anything.

Gambling Help Online. Free, confidential online counselling and forums staffed by trained counsellors, with the web chat open at any hour.

Lifeline Australia. Trained crisis supporters who listen by phone, day and night, when a gambling problem sits on top of something heavier.

BetStop National Self-Exclusion Register. A national register that blocks you from every licensed Australian betting site at once, not just this one.