Contact Betarino Casino
Our support team works around the clock, every day of the year, from the live chat window on any page of our site and from a single inbox at [email protected]. Since we launched in 2023, we have kept the setup deliberately simple: two channels, both staffed 24/7, with the same team answering both. Below you will find exact response times, what we can sort out for you, and three quick checks that often solve a problem before you need to write to us at all.
Talk to Betarino Casino
Our support channels
You have two ways to reach a real person at our team, and both are open 24 hours a day, 7 days a week, including weekends and public holidays. Live chat is the fastest route for anything urgent. Email suits longer questions where you want to attach a document, such as a KYC proof or a payment screenshot.
| Channel | Where to find it | Opening hours | Typical response time |
|---|---|---|---|
| Live chat | Chat bubble in the bottom right corner of any page, on both desktop and mobile | 24/7 | Under 2 minutes in queue, 5 to 10 minutes for most cases |
| [email protected] | 24/7, replies sent daily | Within 12 hours, never longer than 24 hours |
How the live chat works
Open any page on our website, tap or click the chat bubble in the bottom right corner, type your question, and an agent joins the conversation directly, with no bot screening in between. The same chat window works on our mobile site, so nothing changes if you switch from laptop to phone mid conversation. When you close the window, we email you a transcript so you keep a record of what was agreed.
For email, keep one thread per issue rather than starting a new message each time. That way the full history stays with the agent handling your case, and you avoid repeating your account details. Attach anything relevant to your first message: a photo of your ID for verification questions, or the transaction reference from your payment provider for deposit and withdrawal queries.
What we can help with
Our team handles every part of your experience at Betarino Casino, from your first deposit to a withdrawal query at 3am. Nothing in your account is off limits to the agent who answers you, so you never get bounced between departments. These are the five areas we deal with most, and what to include with each.
- Accounts and verification: password resets, login problems, updating your personal details, and KYC questions. Upload your passport or ID card, a utility bill no older than 3 months, and proof of your payment method in your profile before your first withdrawal, and we can check the status for you at any point.
- Deposits and withdrawals: the minimum on both sides is £10, withdrawals run to £5,000 per day, e-wallet and crypto payouts arrive within 24 hours, and card and bank transfer payouts take 1 to 3 business days. If a transaction looks stuck, give us the amount, the time and the method, and we trace it.
- Payments and methods: we accept Visa Debit, Mastercard Debit, PayPal, Trustly, Paysafecard, Apple Pay, Skrill, Neteller, Google Pay, Bitcoin, Ethereum and Tether on the deposit side, and withdrawals go out via Visa Debit, Mastercard Debit, PayPal and Bank Transfer. We charge no fees of our own; ask us if your provider applies one.
- Technical problems: a game that will not load, a session that drops, or a bonus that did not credit. Tell us the game title, the device and browser you used, and the approximate time, and we can check the round on the provider side and credit anything you are owed.
- Bonuses and promotions: wagering on the 100% up to £100 welcome offer with 50 free spins, the weekly 10% cashback up to £100, reloads, tournaments and prize draws. Ask us for your live wagering progress at any moment rather than working it out yourself.
- Safer gambling: deposit limits, loss limits, session reminders, reality checks, time outs and self exclusion. Raise it in chat or email and the agent applies it on the spot; we can also point you to GamCare, BeGambleAware and GAMSTOP.
Quick checks before you write
Three things that speed things up
A large share of the queries we receive are answered by information already visible in your account. These checks take under a minute each, and when they do not solve the problem, they give our agents exactly what they need to fix it on first contact.
- Read the FAQ page first. Deposit minimums, bonus wagering, withdrawal times and country restrictions sit there with the exact numbers, and the answer to your question is often one scroll away.
- Check your KYC status in your profile. If your documents show as pending, no message from us will speed the review up, but we can tell you what stage it has reached.
- Look at your transaction history before asking about a deposit or withdrawal. The status, amount and timestamp are listed there, and quoting that reference cuts our response time on payment queries by half.
- Check your spam folder before chasing a reply. Our emails come from betarino.com, and filters occasionally put them in the wrong place.
- Have your account email ready, and never send your full password. No agent at Betarino Casino will ever ask for it, in chat or by email.
Our registered office
Betarino Casino is operated by Betarino N.V., registered in Curaçao and licensed by Curaçao eGaming under licence number 8048/JAZ2023-041. For formal correspondence, such as a complaint you want recorded in writing or a legal notice, post it to our registered office at Betarino N.V., Schottegatweg 10, Unit 7, Willemstad, Curaçao. Mark the envelope for the attention of the Complaints Team. Formal letters receive a written reply within 30 days of receipt, while anything raised in chat or email continues to run on the faster timescales above.
Press and partnership enquiries
Journalists, affiliate partners and business teams have a separate route so that player queries never queue behind commercial mail. Send press requests to [email protected] and partnership or affiliate proposals to [email protected], with your outlet, portfolio or company name in the subject line. Our commercial team answers both addresses within 2 business days. Player support questions sent to these addresses get forwarded to [email protected], which adds a delay, so keep account, payment and bonus queries on the player channels.
Frequently Asked Questions
How quickly does live chat reply?
The chat bubble sits in the bottom right corner of every page and connects you to an agent 24/7. Queue times run under 2 minutes, and most cases are resolved within 10 minutes.
How long does an email reply take?
We answer [email protected] within 12 hours on average and never later than 24 hours, including weekends. Check your spam folder if a reply has not arrived.
Do you offer phone support?
No. We keep support to live chat and email so every answer is written down and you have a transcript of what was agreed.
Can I get support in other languages?
Yes. Live chat and email both operate in English, German, Greek and Finnish.