Contact Our Support Team Anytime

Our care team is on shift around the clock, every day of the year. Whether you have a question about a withdrawal, a bonus code or your account settings, we answer in plain English and in Australian-friendly time frames.

Ways You Can Reach Us

Available support channels

Live chat is the quickest route. Open it by tapping the chat bubble in the bottom right corner of any page on silversandscasino.com, on desktop or mobile. Median first response is under two minutes, and most chat issues are resolved in a single session because the first agent stays with your case.

For anything that needs documents or a paper trail, email [email protected]. We reply within 24 hours, usually sooner, and complex verification or payment queries get a full written answer with next steps spelled out. Attach your screenshots or receipts up front and we can close the ticket faster.

What We Can Help With

Common requests we handle daily

Account and KYC questions make up a large share of our tickets. We check which documents are missing, explain why a proof of address was rejected and confirm exactly where verification stands. KYC checks take 24 to 48 hours once your ID, address and payment method documents are complete.

Payments are the other big category. We trace deposits that have not landed, confirm withdrawal status and explain the 8,000 AUD daily withdrawal cap. Withdrawals are processed in 24 to 48 hours with no fees on either side, and we can tell you at what stage your payout currently sits.

• Account access: password resets, login issues, profile updates
• KYC verification: document requirements, rejection reasons, status checks
• Deposits and withdrawals: tracing payments, timescales, limits
• Bonuses: promo codes such as SILVER200, wagering rules, cashback queries
• Technical faults: games not loading, error messages, mobile display problems
• Responsible gambling: deposit limits, loss limits, session reminders, self-exclusion

Responsible gambling support

If gambling is causing you stress, tell us directly. We can set deposit or loss limits, switch on reality checks or activate self-exclusion on the spot, and we will never push a promotion at you afterwards. For independent, free and confidential counselling, Gambling Help Online is available around the clock on 1800 858 858.

Quick Checks Before You Write

Three things worth checking first

Half of all tickets are answered by the FAQ page alone, so give it a quick scan before you message us. Bonus wagering rules, deposit minimums of 75 AUD and withdrawal times are all documented there in plain terms.

Checking your own profile saves a round trip. Your KYC status sits under account settings, and your full transaction history with timestamps is in the cashier. Quote the transaction ID from that history when you contact us and the agent skips two verification steps.

• Search the FAQ for your error message or bonus term
• Open your profile and confirm whether KYC is pending or complete
• Copy the transaction ID and amount from your cashier history
• Have your registered email address ready so we can find your account instantly

Formal Correspondence and Business

Registered operator details

Silversands Casino is operated by Silversands Gaming N.V., licensed in Anjouan under number ALSI-102404011-FI3. For formal letters, disputes or regulator correspondence, write to our registered office by post and mark the envelope for the attention of the Compliance Department.

For press, affiliate and partnership enquiries, email [email protected] with the subject line starting with "Business". Our commercial team reviews these separately from player tickets and responds within two business days.

Frequently Asked Questions

How fast does Silversands Casino support reply?

Live chat answers in under two minutes on average. Email to [email protected] gets a reply within 24 hours. Both channels run 24/7, including public holidays.

Do you have a phone support line?

We do not offer phone support. Live chat and email cover every request type, and chat keeps a written record of your conversation that you can refer back to.

What should I include when I email about a payment?

Include your registered email address, the transaction ID from your cashier history, the amount, the date and the payment method. With those details our payments team can usually give you a status update in the first reply.

Can support check my KYC documents?

Yes. Message us on live chat and we will tell you exactly which documents are missing or why one was rejected. Verification takes 24 to 48 hours once your file is complete, and it must finish before your first withdrawal.

How do I set deposit limits or self-exclude?

Ask any agent on live chat and we will apply deposit limits, loss limits, session reminders or self-exclusion immediately. For free confidential counselling, Gambling Help Online is available 24/7 on 1800 858 858.