Contact Our Support Team
Questions about your account, a payment or a bonus? Our care team is on duty around the clock, and we would rather hear from you twice than have you wait once. Here is exactly where to find us and how quickly you can expect an answer.
How You Can Reach Us
You can reach our team at any hour, any day of the year. We run support 24/7 so that an issue at 3am AEST is handled the same way as one at midday.
- Live chat: open the chat window from the speech bubble in the bottom right corner of any page at reelraven-aud.com. Typical wait time is under 2 minutes and connection is instant once an agent frees up.
- Email: write to [email protected]. We reply within 30 minutes on average, and always within 24 hours even during peak periods such as big tournament weekends.
- When you contact us, have your username handy. We never ask for your full password by chat or email, so treat any such request as a scam and report it to us straight away.
| Channel | Where | Hours | Response window |
|---|---|---|---|
| Live chat | Speech bubble, bottom right of every page | 24/7 | Under 2 minutes typical |
| [email protected] | 24/7 | Within 30 minutes on average |
Who answers you
Our agents are trained on payments, KYC and game mechanics, not just greetings. If your question needs a specialist, the chat agent will warm-transfer you rather than bounce you between windows. Emails are answered by the same team, so the channel you pick never changes the quality of the answer.
What We Can Help With
Almost everything on your account can be sorted in a single conversation. These are the topics we handle most often:
- Account issues: login trouble, password resets, changing your personal details or closing an account.
- Deposits and withdrawals: a payment that has not landed, withdrawal status, limits of A$8,000 per day and A$32,000 per month, or choosing the fastest method for you.
- KYC verification: what documents we need (government ID, proof of address, payment method verification) and where to upload them. Reviews are usually completed within 24 to 48 hours.
- Bonus questions: the welcome package with code RAVEN350, wagering of 30x, Monday reload up to A$500, weekly cashback up to 15% or free spin drops.
- Technical problems: a game that will not load, error messages on mobile or desktop, or a session that cut out mid-spin.
- Responsible gambling: setting deposit or loss limits, session reminders, cool-off periods and self-exclusion. We can also point you to Gambling Help Online on 1800 858 858.
Check These Before Writing
If you still need us after those checks, include your username, the time of the issue and a screenshot where possible. One message with those details is worth five without them, and it lets us fix things on the first reply.
- KYC status: open your profile and check the verification badge. Many withdrawal delays trace back to a pending document, and you can upload it yourself in seconds.
- Transaction history: your wallet page lists every deposit and withdrawal with its current status. If a deposit shows as completed on your side but not in the casino, have your payment reference ready, as it lets us trace it immediately.
- FAQ page: answers to the most common questions on bonuses, limits and verification live there, and the search box narrows it down fast.
Formal Letters And Partnerships
Media and business enquiries
Press, affiliate and partnership requests are handled by a separate team and should not go through player support. Send them to the business contact address listed in the site footer, and you will hear back within two business days. Game providers and affiliates interested in our Raven's Nest tournaments or the 5-tier loyalty program are welcome to use the same channel.
Frequently Asked Questions
Is live chat available on mobile?
Yes. The chat bubble sits in the bottom right corner of the mobile site on iOS and Android browsers, with the same 24/7 coverage and under 2 minute typical wait as on desktop.
How fast do you answer emails?
On average within 30 minutes, and always within 24 hours. Write to [email protected] with your username in the subject line for the quickest handling.
Do you have a phone number?
We do not offer phone support. Live chat and email cover every request, and both run 24/7, so you never wait for business hours.
Can support change my withdrawal limits?
We can walk you through the limits of A$8,000 per day and A$32,000 per month, and VIP tiers come with higher caps. Deposit and loss limits, on the other hand, can be lowered at any time through responsible gambling settings.
What should I do if I get a suspicious message?
We never ask for your full password by email or chat. Forward anything suspicious to [email protected] and we will confirm whether it came from us.