The Clubhouse Casino Contact Us

Our support team is available around the clock to help with account queries, deposits, withdrawals, bonus questions, technical issues and responsible gambling requests. The fastest way to reach us is through live chat — typical response time is under two minutes. You can also email us at support@theclubhousecasino.co for non-urgent matters.

Below you will find details on each support channel, expected response times and a guide to resolving common issues before contacting us.

What to Expect After Contacting Us

Live chat queries are typically resolved in a single session. For straightforward issues — account questions, deposit status, bonus activation — expect resolution within 5 to 10 minutes. More complex issues may require the agent to escalate to a specialist team, in which case you will receive a reference number and a follow-up via email.

Email responses follow a tiered timeline. Simple queries (password help, general information) are answered within 2 to 6 hours. Account-specific issues (KYC status, withdrawal investigation) take 6 to 24 hours. Formal complaints are acknowledged within 24 hours and resolved within 14 business days as outlined in our Terms and Conditions.

We track all communications with a ticket reference system. If you need to follow up on a previous query, provide your ticket number for faster routing.

How to Reach Us

Live chat is the recommended channel for any issue that needs immediate attention. Click the chat icon in the bottom right corner of any page to start a conversation. Our agents are available 24 hours a day, 7 days a week, including Australian public holidays. Typical first response time is under two minutes.

For non-urgent queries, detailed complaints or requests that require documentation (such as data rights requests), email support@theclubhousecasino.co. We aim to respond to all emails within 2 to 24 hours. Complex issues involving compliance or detailed investigation may take longer, but you will receive an acknowledgement within the first 24 hours.

Support channel comparison

Operator Information

Operator: Novatrix SRL. Registered address: Scharlooweg 39, Willemstad, Curaçao. Licence number: 8048/JAZ2020-013, issued by Antillephone N.V. under the laws of Curaçao.

For complaints that cannot be resolved through our internal process, you may contact the licensing authority directly via the Antillephone N.V. complaint submission portal. Our licence obliges us to cooperate fully with any regulatory investigation.

Language and Accessibility

Our support team communicates in English. All live chat and email interactions are conducted in English, which is the primary language of the platform. For Australian players this is straightforward. If English is your second language, our agents will adjust their communication to be clear and avoid jargon where possible.

The website is built with web accessibility in mind. All pages use semantic HTML, proper heading hierarchy and alt text for images. Screen readers can navigate the site structure. If you encounter any accessibility barrier — a form that does not work with your assistive technology, text that is too small, or a colour contrast issue — let us know via live chat or email and our development team will investigate.

Documentation provided by our support team (terms summaries, bonus explanations, KYC guides) is available in text format that can be translated using your browser's built-in translation feature if needed. We do not currently offer the site in languages other than English, but the content structure is designed to be translation-friendly.

Responsible Gambling Assistance

Our support team is trained to handle responsible gambling requests with sensitivity and without judgement. If you want to set deposit limits, activate a cooling-off period or self-exclude, you can do this yourself through account settings — but our agents are here to walk you through the process if you prefer guidance.

Any responsible gambling request — whether made via live chat, email or phone — is actioned immediately. There is no waiting period or approval process for activating self-protection tools. If you tell an agent you want to self-exclude, your account is suspended within minutes. No questions asked about your reasons.

For external support, Australian players can contact Gambling Help Online on 1800 858 858 — free, confidential and available 24/7. Online chat is available at gamblinghelponline.org.au. State-specific services include Gambling Help NSW, Gambler's Help Victoria, and Gambling Helpline SA. International resources include GambleAware (begambleaware.org) and Gambling Therapy (gamblingtherapy.org). Visit our responsible gaming page for a complete list of support services.

If you are contacting us on behalf of someone else — a family member, partner or friend whose gambling concerns you — our team can provide guidance on what steps are available. We cannot share account details with third parties, but we can explain the self-exclusion process and direct you to support organisations that specialise in helping affected family members.

How to Make a Formal Complaint

If a standard support interaction does not resolve your issue, you can file a formal complaint. Send an email to support@theclubhousecasino.co with the subject line 'Formal Complaint' and include your account email, a detailed description of the issue, dates and transaction IDs if relevant, and what resolution you are seeking. The more specific you are, the faster our team can investigate.

Formal complaints are acknowledged within 24 hours via email. You will receive a reference number that you can use to track progress. Our compliance team reviews complaints independently from frontline support. Resolution timelines depend on complexity — straightforward issues may be resolved in 2 to 3 business days, while those requiring third-party investigation (e.g., payment provider disputes) can take up to 14 business days.

If you are not satisfied with the resolution, you have the right to escalate your complaint to Antillephone N.V., the licensing authority for The Clubhouse Casino. Antillephone operates an independent dispute resolution service for players of licensed operators. Their decision is binding on the casino. Visit the Antillephone complaint portal with your reference number and a summary of the unresolved issue.

We take every complaint seriously and use them to improve our service. Common complaint themes are reviewed quarterly by our operations team and, where patterns are identified, we make changes to prevent the same issues from recurring.

Common Issues You Can Resolve Without Contacting Us

Before contacting support, check if your issue is covered by one of our dedicated pages. Many common queries can be resolved faster through self-service than by waiting for an agent.

Forgotten password: use the Forgot Password link on the login page. A reset email is sent to your registered address within minutes. Bonus questions: our bonus page covers wagering requirements, bonus codes, free spins terms and a worked calculation example. Deposit or withdrawal questions: the banking page details every method, processing time and limit. KYC verification: the sign-up page explains exactly which documents are needed and how to photograph them for faster approval.

Responsible gambling: deposit limits, cooling-off and self-exclusion can be activated directly from your account settings without speaking to an agent. If you need help with the process, our responsible gaming page walks through each tool step by step.