Get in touch with us
Our support desk runs around the clock, every day of the year. Whether it is a stuck withdrawal at 3 am or a bonus question on a Sunday arvo, someone from our team is on the other end within minutes.
Our support channels
You can reach us two ways, both staffed 24 hours a day, 7 days a week. Pick whichever suits the moment; our agents handle both queues with the same team.
| Channel | Where to find it | Hours | Typical response |
|---|---|---|---|
| Live chat | Chat bubble in the bottom right corner of any page on stacked-au.com | 24/7 | Under 2 minutes after you join the queue |
| [email protected] | 24/7 inbox, replies sent any hour | Within 24 hours, most within 6 |
What we can help with
No question is too small. These are the requests our team handles most often, and the info that speeds each one along.
- Account issues: logins, password resets, changing your email or personal details, closing an account.
- KYC verification: which documents to upload, why a document was rejected, and status checks. Our verification team reviews documents within 48 hours.
- Deposits and withdrawals: missing deposits, payout times (e-wallets 0-24 hours, crypto up to 1 hour, cards 1-3 days, bank transfer 3-5 days), and the daily cap of 8000 AUD or monthly cap of 32000 AUD.
- Bonuses and promotions: the 150% welcome bonus up to 300 AUD with code STACKED, 10% weekly cashback, weekend reload, wagering questions at 35x.
- Technical problems: games not loading, error messages, mobile site issues on iOS or Android browsers.
- Responsible gambling: setting deposit or loss limits, session reminders, cooling-off periods and self-exclusion.
Responsible gambling support
If gambling stops feeling like fun, tell us straight away. Our agents can apply deposit limits, loss limits or a self-exclusion to your account on the spot. For free, confidential counselling you can also call Gambling Help Online on 1800 858 858, any hour of the day.
Quick checks before you write
Half of all tickets are solved by one of the three checks below. Running through them first often means no ticket at all, and when you do contact us it means a faster answer.
- Check the FAQ in the site menu: common answers on bonuses, wagering, and payouts are already written up there.
- Open your profile and look at your KYC status. If documents show as under review, they are within the 48-hour window and there is nothing to escalate yet.
- Open your transaction history before asking about a payment. Have the date, amount and method handy, plus your username, so our agent can pull the record in seconds.
- For bonus queries, note the promo code you used (for example STACKED) and the exact wagering figure your bonus page shows.
One tip: email beats chat when your issue needs documents or screenshots. Attach everything to the first message and our team can resolve it in a single reply instead of going back and forth.
Formal mail and partnerships
Company address
Stacked Casino is operated by Stacked Gaming N.V., licensed by the Curaçao Gaming Control Board under licence 8048/JAZ2023-064. Formal correspondence for our players goes through [email protected], marked to the attention of Player Care, and we respond to formal complaints in writing within 7 days.
Media and partnerships
Frequently asked questions
Is your live chat really available 24/7?
Yes. Our chat desk is staffed every hour of every day, including public holidays, and the average wait is under 2 minutes.
Which email address should I use?
Send everything player-related to [email protected]. Add Partnership or Press to the subject line only for business, affiliate or media enquiries.
How long does an email reply take?
We answer most emails within 6 hours and every email within 24 hours. Attach your documents and transaction details up front for the fastest resolution.
Can support help with KYC documents?
Yes. Our agents can tell you exactly which documents are needed, explain a rejection, and check your status. Document review itself takes up to 48 hours.
Can you set deposit limits for me?
Absolutely. Tell our live chat agents the daily, weekly or monthly limit you want and they will apply it immediately, along with loss limits, session reminders or self-exclusion if you need them.