Contact Casino13
Have questions, technical problems, or simply want to give us feedback? There are several ways to reach us depending on urgency and issue type. Customer support is active 7 days a week with extended hours to cover evening periods when most players are active.
Live Chat - Immediate Support
The fastest method to resolve urgent issues. Live chat is available directly from the platform by clicking the message icon in bottom right on any page. Operators respond in English and have full backend system access.
| Channel | Availability Hours | Average Response Time | Languages |
|---|---|---|---|
| Live Chat | 8:00 AM - 2:00 AM (CET) | 2-5 minutes | EN, IT, DE, ES, PT |
When to Use Live Chat
- Deposit not credited to balance
- Bonus not activated correctly
- Login or password problems
- Questions about wagering requirements
- Document verification blocked or rejected
- Games not loading or crashing
- Any issue requiring quick resolution
Before contacting chat, keep relevant information handy: username, transaction number if applicable, screenshots of any errors. The more precise your problem description, the faster the resolution.
Email Support
For non-urgent matters or issues requiring detailed documentation, email is more practical than chat. Send your request to:
General Support Email: [email protected]
Response guaranteed within 24 business hours, but usually much faster - 4-6 hours during weekdays. Weekends and holidays might slightly extend times.
Specialized Departments
| Department | What to Contact For | |
|---|---|---|
| Technical Support | [email protected] | Persistent technical issues, bugs, browser/device incompatibility |
| KYC Verification | [email protected] | Rejected documents, upload problems, specific verification requests |
| Payments | [email protected] | Delayed withdrawals, deposits not credited after 24h, transaction disputes |
| VIP & Partnership | [email protected] | Dedicated account manager requests, custom limits, collaborations |
| Responsible Gaming | [email protected] | Self-exclusion, gaming problems, support requests |
How to Write an Effective Email
To speed up response, always include:
- Account username
- Clear problem description - what happened, when, what you were doing
- Screenshots if there are visual errors or specific messages
- Transaction number for deposit/withdrawal issues
- Browser and device used if it's a technical problem
Avoid vague emails like "The site doesn't work" or "I have a problem with bonus". Be specific - "I deposited €50 with Visa card at 2:30 PM on January 8th, transaction confirmed by bank but after 2 hours balance hasn't updated, transaction number: TRX123456".
Legal Information and Headquarters
Casino13 operates under international online gaming license. For formal legal communications or official requests:
Company Name: Casino13 Gaming Ltd.
Registration Number: C-98765
Legal Address: 127 Old Bakery Street, Valletta VLT 1455, Malta
Legal Email: [email protected]
Note: legal address is for official correspondence and disputes. For standard customer support use channels indicated above.
Expected Response Times
Knowing what to expect helps manage expectations:
| Request Type | Response Time | Resolution Time |
|---|---|---|
| General questions | 2-5 minutes (chat) / 4-6 hours (email) | Immediate |
| Simple technical issues | 5-10 minutes | 10-30 minutes |
| Uncredited deposits | Immediate | 10-20 minutes (verification + manual credit) |
| KYC verification | Email confirmation within 1 hour | 24-48 business hours |
| Delayed withdrawals | 4-6 hours | 1-3 business days |
| Complex disputes | 24 hours | 3-7 business days |
Times are indicative. High traffic periods (weekends, holidays, major sporting events) might slightly extend queues. During scheduled maintenance some functionalities might be unavailable - these interventions always get communicated in advance in News section.
Quick Answers Before Contacting Us
Many questions have immediate answers consultable without needing to open ticket. Check here first:
My deposit doesn't appear
Check bank statement to confirm charge occurred. If yes, transaction might be processing - credit cards are instant but some issuers apply anti-fraud checks delaying 10-30 minutes. After 1 hour contact chat with transaction number.
Can't withdraw
Common causes: unverified account (complete KYC), active bonus with incomplete wagering (finish it or cancel bonus), amount below €50 minimum, withdrawal method different from deposit method.
Bonus not credited
Verify you deposited required minimum amount (€20). Check in "Active Bonuses" section if manual activation is needed. If everything's correct but no bonus, chat resolves in minutes.
Forgot password
Click "Forgot Password?" on login page, enter email, receive reset link valid 24 hours. No need contacting support unless you don't receive email (check spam first).
How long for document verification?
24-48 business hours. Weekends and holidays don't count. If after 3 business days you haven't received outcome, write to [email protected].
Feedback and Suggestions
Want to suggest a new slot to add to catalog? Have an idea to improve interface? Noticed a recurring bug that annoys you? Let us know.
Feedback Email: [email protected]
Don't expect immediate response for general suggestions - we collect them, analyze and discuss internally. But feedback gets read and taken into consideration. Many features currently on platform originated from player requests.
Quarterly Surveys
Every 3 months we send optional questionnaire via email to active players. 5-10 minutes to complete, often we offer free spins as incentive. Responses are anonymous and help understand what works and what needs improving. Participating is the most effective way to influence platform's future development.
Complaints and Dispute Resolution
If you have serious dispute with Casino13 - for example an unfairly denied withdrawal, a bonus confiscated without clear reason, a technical issue causing losses - follow this procedure:
Step 1: Contact Support
Always start with chat or email explaining the problem in detail. Most disputes resolve at this level with clarifications or corrections.
Step 2: Escalation to Compliance
If standard support doesn't resolve satisfactorily, ask to escalate to compliance team. Write to: [email protected] with reference to original ticket, detailed dispute explanation and what you'd like as resolution.
Step 3: External Mediation
If even compliance doesn't resolve, you can turn to independent mediation entities. Casino13 recognizes authority of certified ADR (Alternative Dispute Resolution) handling disputes between players and operators. Details on how to proceed will be provided by compliance team.
Note: always keep documentation - screenshots, emails, transaction numbers, chat history. More evidence you have, easier proving your position in case of dispute.
When to Contact for Faster Response
Support is available 18 hours daily but not all time slots have same traffic. For minimum wait times:
- Early morning (8:00-10:00 AM): Few active players, fresh operators, nearly immediate responses
- Afternoon (2:00-5:00 PM): Moderate traffic, good balance between operator availability and manageable queues
- Avoid (7:00 PM-midnight): Evening peak when everyone plays. Longer queues, slowed response times
- Avoid weekend evenings: Friday/Saturday evenings are week's most congested time slots
If your problem isn't urgent and you can wait, contacting during quieter hours significantly improves experience.
Social Media and Community
Casino13 is active on several social platforms where we publish updates on new games, exclusive promotions and industry news. We don't handle technical support via social - for that always use chat or email - but you can follow us to stay informed.
Direct links to social profiles are in site footer. Beware of fake profiles impersonating Casino13 - always verify they're official ones linked from our domain.