Ways to reach us
Live chat
24/7, in-siteThe fastest route for anything account-related: deposits, verification status, bonus questions, limit changes.
General support
[email protected]Anything that needs an attachment or a written record. Include your username, never your password.
Verification desk
[email protected]ID, address and payment-method documents. Send clear, uncropped images of the whole document.
Payments
[email protected]Withdrawal queries beyond the 1-3 business day window, or a deposit that has not landed.
Responsible gaming
[email protected]Limits, cool-off and self-exclusion. Chat can action these instantly if you would rather not wait.
Privacy requests
[email protected]Access, correction, erasure and the other rights set out in the Privacy Policy.
Complaints
[email protected]Escalation past first-line support. You will get a written outcome, not a chat transcript.
Response times
These are the targets our desks work to. Verification and payments run on business days; chat does not.
| Channel | Hours | Typical reply |
|---|---|---|
| Live chat | 24/7 | Under 3 minutes |
| General support | 24/7 | Within 12 hours |
| Verification desk | Business days | Within 24 hours |
| Payments | Business days | Within 24 hours |
| Responsible gaming | 24/7 | Same day |
| Privacy requests | Business days | Acknowledged in 72 hours, resolved within 30 days |
| Complaints | Business days | Written outcome within 10 business days |
Get answered faster
Most back-and-forth comes from a missing detail in the first message. Include:
- The username on the account — never the password, and no agent of ours will ask for one.
- The email address you registered with, so we can match the account without extra checks.
- For a transaction: the amount, currency, date and method, plus any reference the provider gave you.
- For a game issue: the title, studio and approximate time, so the round can be pulled from the logs.
- A screenshot of any error message, uncropped.
We never ask for your password, a card PIN, or a full card number by email or chat. Anyone who does is not us — forward the message to [email protected] and delete it.
Answer it yourself
A fair share of questions already have a written answer, which beats waiting for anyone:
- The FAQ on the main page — withdrawal times, currencies, apps, the welcome bonus, RTP, VIP tiers and per-method deposit limits.
- The cashier table — minimums, maximums and processing times per payment method.
- Terms & Conditions — verification, bonus rules, dormant accounts and disputes.
- Responsible Gaming — every limit tool and the Australian helplines.
About phone support
We do not run a phone line, and rather than leave you searching for a number, we would rather say so plainly. The reasoning is practical: a call cannot carry a document, a screenshot or a transaction reference, and those are what most enquiries turn on.
Live chat covers the urgency a phone line would, at any hour, with a transcript you can keep. If a matter genuinely needs a voice conversation, ask in chat and the agent will arrange a scheduled callback through the complaints desk.
Operator details
| Operator | 19rich Casino Entertainment Ltd. |
|---|---|
| Website | 19richcasino.com |
| Regulator | Malta Gaming Authority |
| Operating since | 2019 |
| Market focus | Australia |
| Support languages | English, French, Spanish, German |
If a complaint cannot be settled with us, it can be referred to the Malta Gaming Authority. The escalation route is set out in full in the Terms & Conditions.
For urgent, independent help with gambling harm in Australia, call Gambling Help Online on 1800 858 858 — free, confidential and available 24/7.