Contact Our Support Team
Something not working the way it should? Our support team is on deck around the clock, every day of the year. Here is exactly how to reach us, how fast we reply and what to have ready so we can sort your issue on the first go.
How to Reach Us
We keep contact simple: two channels, both staffed 24/7. No hotline menus, no callback queues. Whichever option you pick, a real person reads your message and answers it.
| Channel | Where to find it | Hours | Typical response |
|---|---|---|---|
| Live chat | Chat bubble in the bottom right corner of any page on bassbet-pokies.com, on desktop and mobile | 24/7 | Under 2 minutes |
| [email protected] | 24/7, replies sent any day of the week | Up to 24 hours |
Live chat details
Open the chat window from any page, enter your name and account email, and you are in the queue. Peak times run a touch longer, but the average wait sits under two minutes. Chat works on our mobile site exactly the same as on desktop, so you can message us from your phone mid-session. A transcript of every chat gets emailed to you when the conversation ends, which is handy if you need to reference a case number later.
Email details
For anything that needs attachments, screenshots or documents, email [email protected]. Put your account username in the subject line and we will pull up your file before we reply. We answer every email within 24 hours, and most land in your inbox well before that. One note: check your spam folder if a reply has not arrived, as mail servers occasionally filter casino domains.
What We Can Help With
No query is too small. If it touches your account, your money or your play, it belongs with us. Here is what crosses our desk most often, and roughly how long each type of issue takes to resolve once we have your details.
- Accounts and verification: KYC document checks (ID or passport, proof of address, payment method verification before your first withdrawal), password resets, changing personal details. Verification usually completes within 24 hours of us receiving clear documents.
- Deposits and withdrawals: missing deposits, pending payouts, limits. Minimum deposit and withdrawal are both 30 AUD; withdrawals cap at 8,000 AUD per day and 32,000 AUD per month. Crypto payouts arrive within 24 hours, cards and bank transfer take 1 to 3 business days. We charge no fees on either side.
- Bonuses and promotions: wagering questions on the welcome bonus (35x, 10-day validity), cashback, reloads, Drops & Wins tournaments and weekend free spins. Have the bonus name handy and we will trace it straight away.
- Technical problems: games not loading, error messages, frozen sessions, mobile site issues on iOS or Android.
- Responsible gambling: setting deposit or loss limits, session reminders, cool-off periods and self-exclusion. These requests take priority in our queue. If you need outside support, Gambling Help Online is free on 1800 858 858, any hour.
Check These Before Messaging
Two minutes of prep on your side often removes the wait entirely. Before you open the chat window, run through this list, because half of all queries we receive are answered by one of these steps.
- Read the FAQ page. Basic bonus terms, wagering rules, deposit minimums and verification steps are all documented there in plain English.
- Check your KYC status in your profile. If verification shows as pending, we are already on it; no message needed.
- Open your transaction history. Deposits sometimes take a few minutes to credit, and a pending withdrawal shows its status there in real time.
- Refresh the page or reopen the game. A stalled load is usually a dropped connection, not an account issue.
- Grab your account username and, where relevant, the transaction ID or bonus name. With those we skip the identification step and go straight to fixing things.
Formal and Business Enquiries
Press, affiliate and partnership enquiries go through a separate mailbox so they never clog the player queue: use the business contact address listed in the site footer. Formal correspondence, including complaints you want escalated in writing, can be posted to NovaForge Ltd, our operating company, which holds licence MGA/B2C/394/2017 from the Malta Gaming Authority. Address it to the complaints department and include your account number; we acknowledge every letter within five business days. For everyday player issues, though, live chat remains the fastest route by a wide margin.
Frequently Asked Questions
Is BassBet support really available 24/7?
Yes. Both live chat and email are staffed every hour of every day, including public holidays. Chat replies average under two minutes and emails are answered within 24 hours.
Do I need to verify my identity before contacting support?
No. Anyone can contact us, verified or not. Verification (ID or passport, proof of address and payment method) is only required before your first withdrawal, and you can send those documents by email or upload them in your profile.
How fast do withdrawals get processed if I raise a query?
Crypto withdrawals are processed within 24 hours, while cards and bank transfer take 1 to 3 business days. If a payout is past that window, message us with the transaction ID and we will chase it immediately.
Can support set deposit limits for me?
Yes. Tell us in live chat or by email and we can set deposit limits, loss limits, session reminders or self-exclusion on your account. For confidential gambling support, Gambling Help Online is free on 1800 858 858.
What details should I include in my first message?
Your account username, a short description of the issue and, if relevant, the transaction ID, bonus name or a screenshot. With those we can resolve most queries in a single reply.