Contact Us at Rollero
Our support desk runs around the clock, so you never wait until morning to sort out a stuck withdrawal or a bonus question. Here is exactly how to reach us, what we can fix, and what to check first so your query is resolved in one go.
Our Support Channels
Live chat
Tap the speech bubble in the bottom-right corner of any page on rollero-pokies.com and the chat window opens straight away. Live chat is staffed 24/7, including public holidays. Median first reply is under 2 minutes, and most account or bonus queries are closed inside the same chat session.
Write to [email protected] for anything that needs detail, screenshots or documents. We answer every email within 24 hours, and most arrive well inside 12. Put your account username in the subject line and we can skip the lookup step.
We do not operate a phone line, so live chat and email are the two doors to our team. Both routes reach the same agents, so pick whichever suits the moment.
| Channel | Where to find it | Hours | Typical response |
|---|---|---|---|
| Live chat | Speech bubble, bottom-right of every page | 24/7 | Under 2 minutes |
| [email protected] | 24/7 inbox, replies daily | Within 24 hours |
What We Can Help With
Our agents handle the full range of day-to-day issues, from a login that keeps failing to a withdrawal that has not landed yet. Nothing on this list is too small to send through.
- Account issues: registration, password resets, login errors, changing personal details.
- KYC verification: which documents to upload, why a file was rejected, status of your check (normally processed within 24-48 hours).
- Deposits and withdrawals: missing deposits, minimums of 50 AUD, daily caps of 8,000 AUD, weekly caps of 32,000 AUD, and payout timeframes of 0-24 hours for crypto and e-wallets or 1-3 business days for cards and bank transfer.
- Bonuses and promotions: welcome pack terms, the 40x wagering requirement, Monday reload, weekly cashback up to 15%, and free spin drops.
- Technical problems: games not loading, error messages, mobile site glitches on iOS or Android.
- VIP matters: tier questions, comp points, and personal account manager requests for our higher levels.
- Responsible gambling: setting deposit or loss limits, session reminders, time-outs and self-exclusion, plus referrals to Gambling Help Online on 1800 858 858.
Check These Before You Write
A 30-second check often answers the question before you type it, and when it does not, it still makes your message faster to resolve.
- Open the FAQ from the site footer; deposit, bonus and verification questions are covered there in short answers.
- Look at your profile's verification tab to see whether KYC documents are pending, approved or rejected.
- Check your transaction history before reporting a missing deposit; some payment methods take a few minutes to display.
- For bonus queries, re-read the promotion terms in your account so you can quote the exact offer name.
- When you do contact us, have your username, the approximate time of the issue and any error text ready. One clear message beats three follow-ups.
Formal Correspondence Address
Rollero Casino is operated by Rollero Entertainment B.V., licensed in Curaçao under licence OGL/2023/176/0095 and running since 2021. For formal or postal matters, write to Rollero Entertainment B.V., Heelsumstraat 51, E-Commerce Park, Curaçao. Email the same address details to [email protected] marked "Formal" and we will route it to the right department. Allow extra time for posted letters; email reaches us the same day.
Media and Partnership Enquiries
Press, affiliate and business proposals go through a separate inbox so they never clog the player queue. Email us at [email protected] with your outlet, portfolio or traffic details and the partnership team replies within two business days. Player support cannot fast-track these, so keep account questions on the main channels above.
Frequently asked questions
Is Rollero Casino support really available 24/7?
Yes. Live chat agents are on the desk around the clock every day of the year, and the [email protected] inbox is monitored continuously, with replies within 24 hours.
Why was my withdrawal query closed without a payment?
Most payout holds are KYC related. Check the verification tab in your profile first; if your documents are still pending after 48 hours, message live chat and we will chase it.
Can I get responsible gambling help through support?
Absolutely. Ask live chat or email to set deposit limits, loss limits, session reminders, a time-out or self-exclusion. We can also point you to Gambling Help Online on 1800 858 858.
What details should I include when I contact you?
Send your username, the date and time of the issue, the game or transaction involved, and any error message word for word. With that, most queries are solved in a single reply.