Contact our support team
Our support desk runs around the clock, every day of the year. Below are the exact channels, hours and response windows, plus the quick checks that get your issue solved faster.
How to reach our team
Live chat, the fastest option
Open the chat bubble in the bottom right corner of any page on novacasino-au.com and type your question. The desk is staffed 24 hours a day, 7 days a week, including public holidays. First replies typically arrive in under two minutes, and during busy evening hours in Australian Eastern Time you will rarely wait longer than three.
Attach your username to the first message so we can pull up your account without a second round of questions. Screenshots of error messages or declined payments also help us diagnose things on the spot.
| Channel | Where to find it | Hours (AEST/AEDT) | Typical response |
|---|---|---|---|
| Live chat | Chat bubble, bottom right of any page | 24/7 | Under 2 minutes |
| [email protected] | 24/7 inbox, replies daily | Within 24 hours, most within 6 |
Email for documents and detail
Write to [email protected] for anything that needs attachments: KYC documents, bank statements, screenshots of a stuck withdrawal or a bonus that did not credit. Send the message from the email address registered on your account, put your username in the subject line, and keep the body to the facts of one issue per email.
We answer every message in the order it arrives. Most emails get a substantive reply within six hours and the remainder within 24. If your matter needs escalation to payments or the compliance team, the first agent will tell you so and give you a reference number for the follow up.
Why we run no phone line
We do not operate a call centre. Chat and email keep a written record of every exchange, which protects you as much as it protects us when a dispute about a transaction or a bonus comes up later. Nothing important gets lost in translation, and you can paste the reference number straight into your next message.
What we can help with
The full scope of our desk
One team handles every category below, so you never get bounced between departments for a first response. Here is what we resolve most often, with the facts our agents work from.
- Account and KYC: uploading ID, proof of address and payment method verification required before your first withdrawal, and fixing rejected documents.
- Deposits and withdrawals: PayID, Neosurf, CashtoCode, cards, e wallets and crypto questions; withdrawals are processed within 0 to 24 hours, with a 30 AUD minimum and no fees on our side.
- Technical faults: games failing to load, frozen rounds, missing winnings after a disconnect, and site behaviour on iOS or Android browsers.
- Bonuses and promotions: the 100% up to 1200 AUD welcome package with 200 free spins using the code NOVA, 35x wagering, Monday reloads up to 500 AUD, weekly cashback up to 15% and tournament entries.
- VIP matters: tier questions, personal manager requests and limit increases for tier five members.
- Responsible gambling: setting deposit or loss limits, session reminders, cooling off periods and self exclusion. For independent free counselling we also point players to Gambling Help Online on 1800 858 858.
What to include in your message
The single biggest speed factor is context. Tell us your username, the date and time of the event in AEST, the amount in AUD and any transaction or round ID you can see in your history. A message that reads "withdrawal of 250 AUD requested yesterday at 9 pm, status still pending" gets solved in one reply. "Money missing" takes three exchanges before we even know where to look.
Quick checks before contacting us
Three things to look at first
A good share of the tickets we receive are answered by the player's own account pages. Before you open the chat, run through these checks in order.
- Read the FAQ page linked in the site footer. It covers bonus wagering, deposit statuses and the most common error messages.
- Open your profile and check the Verification tab. If a document shows as pending rather than rejected, it is still in the review queue and needs nothing from you yet.
- Open the Wallet or Transaction History page. Deposits can show as pending for up to a few minutes on card and crypto rails, and withdrawals are released within 0 to 24 hours by our payments team.
When a check saves a whole day
Withdrawals are the clearest example. If your request is under 24 hours old, it sits inside the normal processing window and the status in your Wallet reflects exactly what our agents see. Contacting us at hour two does not speed it up, but contacting us at hour 26 with the transaction ID does, because it flags a genuine delay for the payments team the moment you hit send.
Our registered office details
Formal correspondence
Nova Casino is operated by Nova Gaming N.V., registered at Groot Kwartierweg 10, Willemstad, Curaçao. Formal notices, legal correspondence and documents that cannot go through email should be sent by post to that address, marked for the attention of the Compliance Department.
We have operated under licence OGL/2023/1567/0987 issued by the Curaçao Gaming Control Board since launching in 2023. Quote the licence number on any formal letter so it reaches the right file without delay. For everything else, chat and email are faster and get the same official treatment.
Media and partnership enquiries
Press, affiliates and business
Journalists, affiliate partners and suppliers do not go through the player desk. Send press requests to [email protected] and partnership or affiliate proposals to [email protected], with a short brief in the first email. Our commercial team reviews submissions weekly and replies within five business days when there is a fit.
Frequently Asked Questions
How fast does live chat respond?
First replies normally arrive in under two minutes, 24 hours a day. At peak evening times in Australian Eastern Time you may wait up to about three minutes.
Do you have a phone number I can call?
No. We handle all contact through live chat and [email protected] so that every exchange leaves a written record you can refer back to.
My withdrawal is taking a while. When should I contact you?
Withdrawals are processed within 0 to 24 hours. If your request is older than 24 hours, open the chat with your username and transaction ID and we will escalate it to the payments team immediately.
Can I ask for self exclusion through support?
Yes. Message us via chat or email and we will apply self exclusion or a cooling off period to your account, and help you set deposit and loss limits. For free, confidential counselling you can also call Gambling Help Online on 1800 858 858 at any hour.