Get in Touch With Us

Questions about your account, a payment or a bonus? Our support team is available around the clock, every day of the year, and this page lists every way to reach us, along with what to have ready so we can sort your query faster.

Ways to Reach Our Team

Live chat

The fastest way to reach us is live chat, open 24/7. Click the chat bubble in the bottom right corner of any page on horuscasino-aud.com, enter your registered email and type your question. A real agent picks up the conversation, not a bot script that loops you in circles.

Median first response in chat is under two minutes during peak Australian hours (6 pm to midnight AEST) and usually faster overnight. There is no queue callback system; you stay in the chat window until an agent joins.

Email

Write to [email protected] for anything that needs detail: screenshots, transaction IDs or attached documents. We reply within 24 hours, and most emails are answered in 4 to 8 hours. Email is also the right channel if you want a written record of the conversation.

One email address covers everything, so there is no need to work out which department to contact. Our agents triage internally and route your message to payments, KYC or promotions as needed.

What We Can Help With

Our agents handle the full range of account, payment and gameplay questions. Since we launched in 2019 under licence 8048/JAZ2021-195 from Curaçao eGaming, the support desk has been the single point of contact for every issue, from a stuck deposit to a self-exclusion request.

For payment issues specifically, we can see your deposit and withdrawal history on our side the moment you verify your identity, so there is no need to forward bank statements unless we ask for them during a trace.

• Account issues: registration, login, password resets, changing personal details, closing an account.
• KYC and verification: which documents to send, where to upload them, and the status of your review (completed within 48 hours of submission).
• Deposits and withdrawals: minimum 30 AUD transactions, the 3,000 AUD daily and 15,000 AUD monthly withdrawal caps, and the 0 to 48 hour payout window.
• Bonuses and promotions: the 200% up to 1,500 AUD welcome package, 10% weekly cashback, weekend reloads, free spin drops and tournament prize pools up to 15,000 AUD.
• Technical problems: games not loading, mobile site issues on iOS or Android, error messages, frozen sessions.
• Responsible gambling: setting deposit or loss limits, session reminders, cool-off periods and self-exclusion, plus referral to Gambling Help Online on 1800 858 858.

Check These Before Writing

Half of the tickets we receive are answered by information already visible in your account. Two minutes of checking on your side often saves a round trip.

If your query is about a payment, open the transaction history in your profile first and note the reference number. If it is about a bonus, check the active promotions tab for the wagering progress: the welcome bonus carries a 10x wager and 30-day validity, and support can see the same figures you can.

• Read the FAQ section on horuscasino-aud.com first; the most common questions on bonuses, deposits and verification are answered there.
• Check your KYC status in your profile. If documents show as under review, they are within the 48-hour window and need no follow-up yet.
• Open your transaction history and copy the reference of any deposit or withdrawal in question.
• Confirm you are logged into the correct account if you hold more than one email address.
• Have your registered email and, where relevant, a screenshot ready before you open the chat.

Responsible Gambling Support

If gambling stops being fun, tell us in plain words and we will act the same day. Any agent in chat or on email can set deposit limits, loss limits and session reminders on your account immediately, without asking you to justify the request.

For cool-off periods and full self-exclusion, email [email protected] with the subject line Self-Exclusion so it is flagged for priority handling. Self-exclusion takes effect within 24 hours of confirmation. We also encourage contact with Gambling Help Online on 1800 858 858, a free Australian service available at any hour. Our platform is strictly 18+.

Formal Letters and Partnerships

Formal correspondence, including complaints that need a documented reply, goes by post to Horus Gaming B.V., our operator registered in Curaçao. Mark the envelope Attention: Player Complaints and include your account email so we can match the letter to your file.

For press, affiliate and partnership enquiries, email us at the same address with the subject line Media or Partnership. Those requests are forwarded to our commercial team, who respond separately from player support within two business days.

Frequently Asked Questions

Do you have a phone support line?

No. We run support through live chat and email only, both available 24/7. Live chat connects you to an agent in under two minutes, and email replies arrive within 4 to 24 hours.

How long does email support take?

Most emails sent to [email protected] are answered within 4 to 8 hours, and we guarantee a reply within 24 hours regardless of queue volume.

Can I contact support before verifying my account?

Yes. Chat and email are open to every visitor. You only need to complete KYC, that is ID, proof of address and payment method verification, before your first withdrawal, and we review those documents within 48 hours.

How do I request self-exclusion?

Email [email protected] with the subject line Self-Exclusion. Any support agent can also set deposit limits, loss limits and cool-off periods on the spot in live chat. For free confidential help in Australia, call Gambling Help Online on 1800 858 858.

What should I include when I message support about a payment?

Include your registered email, the transaction reference from your history, the amount in AUD and the date. With those four details we can trace a deposit or withdrawal without asking follow-up questions.