Contact Our Support Team
Our support desk runs 24 hours a day, 7 days a week, and we have answered player questions since 2017. Pick the channel that suits you below, and we will get your issue sorted.
Talk to Our Team Anytime
Live chat
Open the chat widget in the bottom right corner of any page on cleopatracasino-pokies.com, type your question and a real agent joins the conversation. Average wait time is under 2 minutes at any hour, including weekends and public holidays across Australia.
Write to [email protected] and we reply within 24 hours; most messages get an answer in about 4 hours. Attach screenshots of any error message or transaction, and include your account username so we can find your file straight away. One thread per issue keeps the history in one place and speeds up every reply.
Response windows at a glance
Every channel below carries the same weight with us: no queue jumping, no priority tiers based on your loyalty level.
| Channel | Where | Hours | Response window |
|---|---|---|---|
| Live chat | Chat widget on any page | 24/7 | Under 2 minutes on average |
| [email protected] | 24/7 | Within 24 hours, usually 4 | |
| Gambling Help Online | 1800 858 858 | 24/7 | Immediate, external service |
What We Can Help With
Accounts and verification
We handle registration hiccups, password resets, login blocks and the full KYC process. Verification needs your ID, proof of address and payment method confirmation, and our compliance team completes the check within 48 hours of receiving clear documents. If a document bounces back, we tell you exactly which page or edge caused the rejection.
Payments
Deposits start at 15 AUD through PayID, Neosurf, CashtoCode, Visa, Mastercard, Skrill, MiFinity, Jeton, Bitcoin, Ethereum or Tether. Withdrawals start at 30 AUD and run to 8,000 AUD per day or 32,000 AUD per month. E-wallet payouts clear in 0 to 24 hours, cards take 1 to 3 business days, and bank transfers take 3 to 5 business days. We charge no fees on either side, and we trace any transaction older than those windows the moment you raise it.
Bonuses and promotions
Confused about the 100% welcome bonus up to 800 AUD with 100 free spins, the promo code CLEO, the 10x wagering requirement or the 30-day validity? Ask us before you opt in and we will walk you through the exact numbers for your deposit. The same applies to the weekly reload, 10% cashback, slot tournaments and monthly prize draws.
Technical faults and responsible gambling
A frozen game round, a stuck loading screen or a balance that has not updated: message us with the game name and the time it happened, and we check the round result on the server side.
Quick Checks Before You Write
Three things worth 60 seconds
Half of the tickets we receive close with a link the player could have opened themselves. Run through this short list first and your message to us, if you still need one, will land with the right team on the first pass.
Details that speed up our reply
When you do write, four details cut our handling time to minutes: your account username, the date and time of the event in AEST, the amount involved in AUD, and a screenshot if anything looked wrong on screen. Never send your full card number or passwords; we never ask for them, and support will never request a payment to unlock a withdrawal.
Press and Business Enquiries
Partnerships and media
Affiliate partners, advertising networks, game studios and journalists reach our commercial desk at [email protected]. State your company, your portfolio or outlet and the deal you have in mind; this desk answers within 2 business days and never discusses individual player accounts, so keep those in the support inbox. Altacore N.V. operates Cleopatra Casino under Curaçao licence OGL/2023/174/0082, and formal correspondence can reference that licence number.
Frequently asked questions
Is your support really available 24/7?
Yes. Live chat agents and email triage operate around the clock, every day of the year, including Australian public holidays.
Why has no one replied to my email yet?
We answer every message within 24 hours. Check your spam folder first, then send one follow-up in the same thread rather than opening a new one.
Can I ring you by phone?
We do not run a phone line. Live chat is the fastest channel and connects you to an agent in under 2 minutes on average.
Will support ask for my password or card details?
Never. Our agents ask for your username only. Any message requesting passwords, full card numbers or a payment to release funds is not from us.