Three ways to reach us

Reach Onetrailgaming Casino support now

Live chat, e-mail and phone reach real people every hour of the day, so someone answers in minutes, not days.

Contact support License OGL/2007/9963/385

Paid out today

818,603 A$

6,486 Players online now

Gaming Control Board Curaçao license OGL/2007/9963/385, audited by QUINEL and GLI

A$51M paid weekly, average withdrawal processed in 26 minutes

256-bit AES encryption, dispute resolution through iTech Labs

Faster ways in

Chat in minutes, e-mail within the day

This block settles which of the three support lines fits your question right now.

Need an answer right now?

Best for anything urgent, like a stuck withdrawal or a login you cannot complete. Live chat answers in about 3 minutes, day or night.

Open chat

You want it in writing

Best for documents, statements and anything you want in writing. Write to [email protected] and expect a reply within about 8 hours.

Write to us

Faster than typing it out

Best for payments and account security worries you would rather talk through. Call +61 2 5812 5853, AEST, and a person picks up in about 2 minutes.

Call support

Six key details

Can you reach support from Australia?

This block settles where Australian players call, when, and who supervises the casino.

How to reach us

Australian phone+61 2 5812 5853

Support time zoneAEST

LanguagesEnglish, German, Finnish, Norwegian

Support e-mail[email protected]

Supervision

Regulator and licenceGaming Control Board Curaçao, OGL/2007/9963/385

Help

Gambling helpGambling Help Online, Lifeline Australia, National Self-Exclusion Register

Reach out to people outside the casino

Casino support lines handle your account, not your habits. Gambling Help Online, Lifeline Australia and the National Self-Exclusion Register are separate services that help with gambling problems, and none of them are run by us.

Gambling Help Online. Free counselling and online tools for anyone worried about their own or someone else's gambling.

Lifeline Australia. Crisis supporters answer day and night when things feel heavier than you can carry alone.

National Self-Exclusion Register. One sign-up blocks you from licensed Australian gambling sites, including ours, if you want it to.

Onetrailgaming Casino inboxes

One inbox per problem, not one for all

This block removes the worry that your message sits in a queue that never handles it.

Account

General help and how-to[email protected]

Document verification (KYC)[email protected]

Money

Deposits and withdrawals[email protected]

Other

Complaints and disputes[email protected]

Personal data and privacy[email protected]

Business and partnerships[email protected]

Know before you wait

Hours and reply times, channel by channel

Four quoted reply times so you know what wait to expect before you reach out.

Live chat

Chat hours24 hours a day

Chat first reply3 minutes

Time zoneAEST

E-mail

E-mail address[email protected]

E-mail reply8 hours

Phone

Phone number+61 2 5812 5853

Phone waiting time2 minutes

What should I have ready before I contact support?

Pulling these five things together first saves a round of questions later.

Your registered e-mail address and account username
The date and time of the issue
Screenshot or photo of any error message
Payment method and last four digits
Your verification documents if you were asked for them

Six things players ask

Short replies to common support questions

It takes the guesswork out of reaching the right person quickly.

trustCan I get help in my own language?+

Our team replies in English, German, Finnish and Norwegian, around the clock. Whatever hour you land on the page, someone on shift will answer in one of those four. Native English speakers in Australia can just write as they normally would.

trustWhere do I check how long verification is taking?+

Checks of your identity, address and payment method usually finish within 47 hours of everything arriving. You send the three documents once and the clock starts from there. Delays only happen when a photo is unclear or a name does not match.

trustWhere do I ask for my account to be closed?+

E-mail our support team and ask for the account to be closed; they will confirm once it is done. Each player may hold only one account, so closures are permanent rather than paused. Any remaining balance is settled to your chosen method first.

trustCan I prove who I am without giving my password?+

Yes, and you never should share it. To locate your account, support only needs your registered e-mail address, your full name and the last deposit amount. Those three details are enough to pull up your file safely without anyone seeing your password.

trustCan I check who licenses Onetrailgaming Casino?+

The Gaming Control Board Curaçao licenses us under number OGL/2007/9963/385. Onetrailgaming Casino N.V., registered as 266125, operates from Schottegatweg Oost, Willemstad. That regulator is the body to escalate to if a complaint is not resolved here.

trustWhat happens when the reply does not fix my problem?+

Ask the team to escalate it, and if the outcome still falls short you can take the matter to the Gaming Control Board Curaçao. Complaints are handled here first, so give support the chance to put it right. Keep your reference so the regulator can trace it.

Reading the small print

Company, address and licence details

These lines connect the name on your screen to a registered company and a gaming licence.

The company

Legal nameOnetrailgaming Casino N.V.

Company number266125 (Curaçao)

AddressSchottegatweg Oost, Willemstad

Licence

RegulatorGaming Control Board Curaçao

Licence numberOGL/2007/9963/385

Written contact

Support e-mail[email protected]

A route that ends somewhere

From a stuck chat to a regulator review

This path removes the worry that a complaint about a bonus or payout goes nowhere.

Written complaint, clear ask

Send the complaint to [email protected] and say plainly what went wrong, when it happened and what you want as a fix.

When the case is being reviewed

An agent replies with a reference number, then answers within one working day and tells you which team is reviewing your case.

Can a manager look again?

If that answer does not satisfy you, reply and ask for a manager review, and the case is escalated to a senior team member.

Past us, on to Curaçao

Should the escalation still leave you unhappy, take the case to Gaming Control Board Curaçao, the regulator named on this page, with your reference number at hand.