Contact Our Support Team
Questions about a deposit, a bonus or your account? Our support crew is on deck around the clock. Here is exactly how to reach us, what we can sort out, and what to check first so your issue gets fixed in one go.
Ways to Reach Us
We run two support channels, both staffed 24 hours a day, 7 days a week, including public holidays. No queue-jumping fees, no premium numbers, no call centres in the middle of the night.
| Channel | Where to find it | Hours (AEST/AEDT) | Typical response |
|---|---|---|---|
| Live chat | Green chat bubble, bottom-right corner of any page at woo-casino-aud.com | 24/7 | Under 2 minutes once connected |
| [email protected] | 24/7 inbox monitoring | Within 24 hours, usually 2 to 4 hours |
Using live chat
Tap the chat bubble, enter your registered email and your question, and an agent joins the conversation. Keep the window open; if you close the tab, the transcript stays linked to your account and you can pick it up again from the same bubble. Chat is the fastest route for anything urgent, such as a stuck withdrawal or a login problem.
Email suits anything that needs attachments. Send documents as JPG or PDF, keep each file under 10 MB, and put your account username in the subject line so we can match your message to your profile straight away.
What We Can Fix
Our team handles every stage of your time with us, from sign-up through to cashing out. Nothing on this list is "too small"; if it affects your play, it is our job.
- Account issues: registration, login resets, changing personal details, closing an account
- KYC verification: which documents to send, why a check was triggered, status updates on a pending review
- Deposits and withdrawals: missing PayID or crypto transfers, the 30 AUD minimum, the 6,500 AUD daily withdrawal cap, and the 24-hour processing window (crypto usually lands within 1 hour)
- Bonuses: the 100% up to 1,600 AUD welcome pack plus 150 free spins with the WOO code, 40x wagering, weekly reloads up to 150 AUD, cashback up to 20%, and tournament entries
- Technical faults: a game freezing, an error message at load, display issues on iOS or Android browsers
- Responsible gambling: setting deposit or loss limits, session reminders, and self-exclusion, with referrals to Gambling Help Online on 1800 858 858
Verification queries
Before your first withdrawal we verify your ID, proof of address and payment method. If a document bounces back, the email we send names the exact reason, and our agents can walk you through a corrected upload on the spot. Most reviews finish within 24 hours of receiving clear documents.
Check These Before You Write
Roughly a third of the tickets we receive are answered by a quick self-check that takes under two minutes. Running through this list first often saves you the wait entirely.
- FAQ page: the link sits in the site footer and covers bonuses, payments and account basics
- KYC status: open your profile, and any pending or missing document shows under Verification
- Transaction history: your Cashier tab lists every deposit and withdrawal with timestamps and statuses
- Active bonuses: the Bonuses tab shows wagering progress on the 40x requirement and any expiry dates
- Bonus terms: free spin winnings cap at 160 AUD and the welcome pack runs out after 7 days, so check the countdown before reporting a "missing" balance
Details that speed things up
When you do contact us, include your username, the approximate time the issue occurred, and a screenshot if you have one. With that trio we can usually resolve a payment or bonus question in the first reply instead of going back and forth.
Our Registered Office
Woo Casino operates under Dama N.V., licensed in Curaçao under licence number 8048/JAZ2020-047. For formal correspondence, such as legal notices or complaints you want in writing, post to: Dama N.V., registered office, Curaçao. Mark the envelope with your account username and the reference "Woo Casino".
Formal letters take longer than chat or email, so for anything time-sensitive we still recommend the 24/7 channels first. A written complaint posted to the office is acknowledged within 10 business days of receipt.
Press and Partner Enquiries
Journalists, streamers and affiliate partners have a separate inbox so your message never sits behind player tickets: write to the partnerships address listed on our site footer. Include your outlet or channel, audience figures and the collaboration you have in mind. Partnership enquiries get a reply within 3 business days; we ask affiliates to include their platform username from signup so we can pull up commission details in one pass.
Frequently Asked Questions
How fast does live chat respond?
Agents connect in under 2 minutes at any hour. Chat runs 24/7, including weekends and public holidays.
Is there a phone number I can call?
We do not offer phone support. Live chat and email at [email protected] are the fastest routes, and both are monitored around the clock.
What should I attach for KYC questions?
A photo ID (passport or driver licence), a proof of address under 3 months old, and, for card deposits, a photo of the card with the middle digits covered. JPG or PDF, each under 10 MB.
My withdrawal is late. Who do I contact?
Check the Cashier tab first for the transaction status. Crypto withdrawals usually arrive within 1 hour and other methods within 24 hours, with cards and bank transfer taking 1 to 5 business days. If it has run past those windows, open live chat with your username and the transaction ID.