Contact us

We're here to help with any questions or concerns you may have about our services, account management, and responsible gaming.

Choosing the Right Support Channel

Depending on your inquiry's nature, we recommend selecting one of our available support channels:

For urgent assistance, such as issues related to security or access to your account, please use live chat for immediate response.
For more in-depth inquiries, including those regarding bonus terms and conditions, technical troubleshooting, or responsible gaming resources, feel free to email us at.
If you're looking for detailed information on our services, policies, or available resources, visit our Help Centre, where we've compiled a comprehensive library of guides and FAQs.

Live Chat Support

Our live chat service is designed to provide timely support during business hours:

Monday – Friday: 09:00 AM - 05:00 PMSaturday: 10:00 AM - 04:00 PM You can initiate a conversation with our dedicated support team using the live chat button on your screen. Please note that due to high demand, response times during peak hours may vary.

Email Support

If you prefer to communicate via email or have detailed inquiries outside of live chat's scope, feel free to reach out:

We will do our best to respond within 24-48 hours during business hours.

Responsible Gaming Assistance

If you're concerned about your gaming habits or need advice on responsible gambling practices, please don't hesitate to contact us using either live chat or email. We're here to help and provide resources for maintaining a healthy relationship with our services:

For immediate assistance regarding self-exclusion, deposit limits, or other responsible gaming tools, use live chat.
To request detailed information on how to manage your gameplay responsibly, such as setting up reality checks or time-outs, email us.

Technical Support

For issues related to game performance, login problems, or account recovery:

Please note that our technical support team is available through the same channels listed above: live chat and email.

Escalation Procedure

In the unlikely event of unresolved concerns after utilizing either live chat or emailing us, please follow these steps for escalation assistance:

1. If your issue remains unsolved with our initial response, you're welcome to reply to the original support ticket via email.

2) Our team will review and escalate your case if necessary. You can expect a callback from one of our senior representatives within 24 hours during business days.

3) We appreciate your patience and understanding as we address your concerns through this process.

Response Expectations

In order to best serve you, please allow some time for us to review any submitted information before responding:

For most inquiries, you can expect a response from our team within 24-48 hours during business hours.
Should more complex issues arise requiring additional investigation or consultation with our experts, you may be asked to wait up to two working days for resolution.

Communication and Account Security

To ensure your communication security:

All our support channels offer end-to-end encryption for secure information exchange. If there's anything we can do further to help protect your account details or gaming history, please don't hesitate to ask.

Self-Serve Help Options

Our commitment to transparency includes providing various tools and resources that enable self-servicing without the need for direct contact:

Access our extensive FAQ library via the Help Centre section in your ThunderBall Casino dashboard.
Explore available gaming limits, deposit control options, and time-outs from within your account settings.