Contact Our Support Team
Our care crew works around the clock, every day of the year. Whether it's a stuck withdrawal at 3 am or a bonus code question on a Sunday arvo, you'll reach a real person through live chat or email within minutes.
Ways to Reach Us
Live chat
Tap the speech bubble in the bottom right corner of any page on goldex-pokies.com and the chat window opens instantly. Average connection time is under 60 seconds, and we keep the same crew on shift overnight so you're never talking to a bot.
Write to [email protected] and we reply within 24 hours, usually much faster. Attach screenshots of any error message or transaction so we can sort the issue on first contact instead of asking follow-ups.
Channel summary
| Channel | Availability | Response window |
|---|---|---|
| Live chat (site footer, bottom right) | 24/7 | Under 60 seconds to connect |
| Email [email protected] | 24/7 inbox | Within 24 hours |
| KYC documents upload | Profile section | Reviewed within 24-72 hours |
What We Can Sort Out
Account questions are the most common: password resets, login lockouts, changing your registered email or updating personal details after a move. For KYC, upload your government-issued ID, proof of address and payment method verification straight to your profile; our compliance team reviews each file within 24-72 hours and notifies you by email the moment a decision is made.
Payments and bonuses
Deposits from 30 AUD via PayID, cards, e-wallets or crypto usually land instantly. If a deposit hasn't shown up after 15 minutes, open a chat with the transaction reference and we'll trace it on the spot. Withdrawals are processed within 0-24 hours, up to 8,000 AUD per day and 32,000 AUD per month, with no fees on our side.
Quick Checks Before Messaging
Half of all tickets are solved in under a minute by the player alone. Run through this short list before you open a chat and you'll likely save yourself the wait.
Formal Letters to Goldex
For official complaints, legal notices or document submissions by post, write to Goldex Entertainment Ltd, the licensed operator behind Goldex Casino under MGA licence MGA/B2C/812/2024. Formal complaints sent by email are acknowledged within 48 hours and resolved or escalated within 21 days, in line with our regulator's dispute procedure. Mark your message 'Formal Complaint' in the subject line and include your username so we can match it to your account.
Press and Partner Enquiries
M
e
d
i
a
o
u
t
l
e
t
s
,
s
t
r
e
a
m
e
r
s
a
n
d
a
f
f
i
l
i
a
t
e
p
a
r
t
n
e
r
s
h
a
v
e
a
s
e
p
a
r
a
t
e
i
n
b
o
x
s
o
p
l
a
y
e
r
t
i
c
k
e
t
s
n
e
v
e
r
q
u
e
u
e
b
e
h
i
n
d
b
u
s
i
n
e
s
s
m
a
i
l
.
S
e
n
d
p
r
e
s
s
,
a
d
v
e
r
t
i
s
i
n
g
a
n
d
p
a
r
t
n
e
r
s
h
i
p
p
r
o
p
o
s
a
l
s
t
o
t
h
e
b
u
s
i
n
e
s
s
a
d
d
r
e
s
s
l
i
s
t
e
d
o
n
o
u
r
p
a
r
t
n
e
r
s
h
i
p
s
p
a
g
e
,
a
n
d
o
u
r
c
o
m
m
e
r
c
i
a
l
t
e
a
m
r
e
p
l
i
e
s
w
i
t
h
i
n
t
w
o
b
u
s
i
n
e
s
s
d
a
y
s
.
P
l
e
a
s
e
d
o
n
'
t
u
s
e
t
h
e
p
l
a
y
e
r
s
u
p
p
o
r
t
a
d
d
r
e
s
s
f
o
r
t
h
e
s
e
e
n
q
u
i
r
i
e
s
;
i
t
o
n
l
y
s
l
o
w
s
b
o
t
h
q
u
e
u
e
s
d
o
w
n
.
Frequently asked questions
Is live chat available overnight?
Yes. Our chat runs 24/7, including public holidays and overnight shifts, with the same connection speed at 3 am as at midday.
Which email address should I use?
All player questions go to [email protected]. We reply within 24 hours; adding screenshots of your issue speeds things up.
How long does KYC verification take?
Upload your ID, proof of address and payment method verification in your profile. Our compliance team reviews documents within 24-72 hours and emails you the outcome.
My deposit hasn't arrived. What should I do first?
Wait 15 minutes, then open the transaction history in your profile. If the deposit still isn't there, start a live chat with the transaction reference and we'll trace it immediately.
Can I ask support to set deposit limits or self-exclude?
Yes. Tell any agent in chat or email and they'll apply deposit limits, loss limits, cool-off periods or self-exclusion straight away. You can also call Gambling Help Online on 1800 858 858, free and confidential.