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Contact us
Live chat is staffed 24 hours a day and is the quickest route to an answer, because the agent can see your account while you are talking to them. It opens from the button in the bottom corner once you are signed in.
Email is better for anything that needs a record: a complaint, a privacy request, a document that will not upload. Please write from the address registered to your account — we cannot discuss an account with an address we do not recognise, and asking us to is the shape most account-takeover attempts take.
Where to write
- Complaints and escalations. Write to the complaints team, and say up front that you want it escalated.
- General and account help. Write to our support team for anything chat could not finish.
- Responsible gambling, limits and self-exclusion. Write to the player care team, who can act on an account the same day.
- Payments and withdrawals. Write to the payments team with the transaction reference to hand.
- Privacy and data requests. Write to the privacy team, from the address on the account.
What to include
Put the account email in the message, describe what you expected and what happened instead, and add the transaction identifier and a timestamp if money is involved. A screenshot usually saves a round trip. Please do not send your password, your full card number or your security code — we never need them and no agent will ever ask.
How long we take
- Live chat: usually under a minute to connect.
- Email: within 24 hours, most inside a few.
- Formal complaints: acknowledged within two business days, resolved within ten.
- Privacy requests: within thirty days, and we may ask you to verify your identity first.
If we cannot resolve it
Ask for the matter to be escalated. That puts it in writing with a reference and starts a formal review. If the outcome still does not satisfy you, the complaint can be referred to our licensing authority in Curaçao. As set out in our disclaimer, no Australian regulator or ombudsman has jurisdiction over this service.
Support outside Smokos
If gambling has stopped being entertainment, our team can set limits or close your account, but they are not counsellors. The National Gambling Helpline is free, confidential and open 24 hours a day on 1800 858 858, and Gambling Help Online offers chat and email counselling at any hour.
What live chat can settle on the spot
Chat agents can see your account, which is why most things end there rather than in an inbox.
- Where a withdrawal is up to and what is holding it, if anything.
- Why a bonus balance moved the way it did, with the per-round breakdown.
- Setting or tightening a deposit limit, a loss limit or a session timer, with immediate effect.
- Starting a time-out or a self-exclusion.
- Re-sending a verification request and telling you exactly which document failed and why.
- Confirming whether a game round was recorded, and what the server log says about it.
What chat cannot do
Some things are deliberately out of an agent’s reach, and knowing which saves a conversation.
- Lift a self-exclusion early. Nobody at Smokos can, at any level, for any reason.
- Loosen a limit faster than the cooling-off period allows.
- Reverse a bonus that was voided by a stake over the maximum, once the logs confirm it.
- Discuss an account with anyone other than its holder, including a partner or a parent.
- Say whether a transaction has been reported to a financial intelligence unit. The law forbids it.
Putting a complaint together
A complaint moves faster when it arrives complete. Include the account email, the date and time with your timezone, the transaction or round identifier, what you expected, what happened instead, and a screenshot if you have one.
Say clearly that you want it treated as a formal complaint. That opens a reference, starts the clock and takes it out of the general queue. You get an acknowledgement with the reference inside two business days and an outcome inside ten.
The escalation ladder
- Live chat. Minutes. Resolves most things.
- Email to the relevant team. Within 24 hours, and it leaves a record.
- Formal complaint. Acknowledged in two business days, answered within ten, handled by someone who was not involved the first time.
- Our licensing authority in Curaçao. Available once our process is exhausted, and we will give you the reference you need to use it.
As set out in our disclaimer, no Australian regulator or ombudsman has jurisdiction over this service, so that last rung is the external one.
Hours and languages
Live chat runs 24 hours a day, every day, including public holidays. Email is monitored on the same basis, though replies outside Australian business hours can take longer for anything needing a specialist team.
Support is in English. We can work through a translated message, but anything about money or verification is answered in English so that nothing turns on a translation.