Contact Rollero Casino Support
Questions about your account, a deposit or a bonus? Our support team is on deck around the clock, and this page lists every channel you can use, plus what to have ready so we can sort your query fast.
Ways to reach our team
Live chat, around the clock
Live chat is the quickest way to get help. Open it by clicking the chat bubble in the bottom right corner of any page on rollero-aud.com, whether you are on desktop or mobile. No account login is required to start a conversation, so you can ask a question before you even register.
Our chat team operates 24/7. Median first response is under 2 minutes, and most account and payment questions are resolved inside a single session.
For anything that needs documents, screenshots or a longer explanation, email us at [email protected]. We answer every message within 24 hours, and most replies land well before that. Attach your documents directly to the email and keep the subject line short, for example "KYC documents" or "Withdrawal query", so your message reaches the right specialist straight away.
Email is also the right channel for formal complaints. Include your username and the date the issue started, and we will give you a case reference number on first reply.
Response times at a glance
Here is what to expect from each channel.
| Channel | Availability | Typical first response |
|---|---|---|
| Live chat | 24/7, AEST and AEDT | Under 2 minutes |
| Email ([email protected]) | 24/7, monitored continuously | Within 24 hours, usually 2 to 6 hours |
| KYC document review | 24/7 queue | Within 24 to 48 hours of submission |
What we can help you with
Everyday queries our team handles
Our agents are trained on every part of the Rollero Casino product, not just scripted answers. Whether it is your first 100% welcome bonus up to 8,000 AUD with 100 free spins, a Monday reload of 50% up to 800 AUD, or a payout question, the person answering can act, not only explain.
Below are the categories we deal with most often, so you can point your query at the right channel from the start.
- Account issues: registration, login problems, password resets and changing your profile details.
- KYC verification: which documents to send (government ID, proof of address, payment method proof) and where to upload them before your first withdrawal.
- Deposits and withdrawals: PayID, cards, MiFinity, Jeton, Skrill and crypto transactions, including our daily limit of 8,000 AUD and weekly limit of 32,000 AUD.
- Bonuses and promotions: wagering on the 40x playthrough, free spin drops, cashback up to 15% and VIP level questions.
- Technical problems: a game not loading on iOS or Android, a frozen spin or display errors on our mobile-optimised site.
- Responsible gambling: setting deposit or loss limits, session reminders, reality checks, time-outs and self-exclusion.
Responsible gambling support
If gambling stops feeling like fun, tell us and we will act the same day. Our agents can set deposit limits, loss limits and session reminders on your account immediately, or start a time-out or full self-exclusion while you take a break.
For free, confidential counselling in Australia, Gambling Help Online is available on 1800 858 858, 24 hours a day. We list this number in the Responsible Gambling section of your account profile too.
Quick checks before you write
Three things that speed up your answer
A little preparation cuts your wait time dramatically. Before you open the chat or hit send on an email, run through this short list.
First, check the FAQ section in the site footer. Roughly 7 out of 10 questions we receive, from bonus codes to minimum deposit amounts, are answered there in plain language. The welcome bonus needs no promo code, and the minimum deposit is 50 AUD, two facts that generate a surprising number of messages.
Second, look at your KYC status in your profile. If your documents are already marked as received, a query about withdrawal delays just needs the submission date. Third, open your transaction history and note the exact time and amount of any payment in question. With those details, an agent can trace a PayID or crypto deposit in minutes instead of asking you to come back later.
- Read the FAQ entry for your topic in the site footer, it covers bonuses, payments and verification.
- Check your KYC status under Profile, Verification before asking about withdrawal delays.
- Copy the date, time and amount of any transaction in question from your transaction history.
- Have your username ready, but never send your password, full card number or wallet seed phrase to anyone, including our agents.
Formal correspondence and company details
Registered office
Rollero Casino is operated by Rollero Entertainment B.V., licensed in Curaçao under licence number OGL/2023/176/0095. For formal correspondence, complaints that need a paper trail or legal notices, write to us at Rollero Entertainment B.V., Heelsumstraat 51, E-Commerce Park, Curaçao.
Registered mail takes longer than email, so we still recommend [email protected] for anything time-sensitive, including withdrawal queries. Formal complaints sent by post are answered within 14 days of receipt.
Press, affiliates and partnerships
Business enquiries
Journalists, affiliate partners and game studios have a separate contact so player support stays fast. Send business enquiries to [email protected] and we will reply within two business days. If you are an affiliate manager, include your traffic sources and target markets in the first email, and our partnerships team will come back with terms for the Rollero Casino affiliate programme, including commission models and tracking details.
Frequently asked questions
Is live chat available overnight in Australia?
Yes. Live chat runs 24/7, including public holidays, with agents answering in under 2 minutes on average no matter the hour in AEST or AEDT.
Which email address should I use for KYC documents?
Upload documents directly in your profile under Verification first. If upload fails, email them to [email protected] with your username in the subject line; KYC review completes within 24 to 48 hours.
Can I call Rollero Casino by phone?
We do not offer phone support. Live chat and email cover every query, and chat resolves most issues in a single conversation.
How long do withdrawals take if there is a problem?
Crypto and e-wallet payouts process within 0 to 24 hours and cards or bank transfer within 1 to 3 business days. If a payout is delayed past that, contact live chat with the transaction date and amount and we will trace it immediately.
How do I set deposit limits or self-exclude?
Open live chat or go to Responsible Gambling in your profile. Agents can apply deposit limits, loss limits, session reminders, time-outs and self-exclusion on request, effective the same day.