How to Contact Our Support Team
Our support desk runs 24 hours a day, 7 days a week, so no query sits unanswered overnight. Below you will find every way to reach us, what each channel is best for, and the checks worth doing first so we can sort your request in one go.
Reach Our Support Team
Two channels cover everything: live chat for anything urgent, email for anything that needs attachments or a written trail. We do not run a phone line, and we will never call you unprompted, so treat any unexpected call claiming to be Novajackpot Casino as a scam.
Live chat opens from the speech bubble pinned to the bottom-right corner of every page on novajackpot-au.com, including on mobile. Type your question, and a real agent picks up the thread, not a bot-only loop. Median connection time sits under two minutes, and most account or bonus questions are resolved inside the first chat.
| Channel | Where to find it | Hours (AEST/AEDT) | Typical response |
|---|---|---|---|
| Live chat | Speech bubble, bottom-right of any page on novajackpot-au.com | 24/7 | Under 2 minutes to connect |
| [email protected] | 24/7 inbox, agents on shift around the clock | Within 24 hours, usually 2 to 6 | |
| Gambling Help Online | 1800 858 858 (external service, free and confidential) | 24/7 | Immediate |
Writing an email that gets sorted faster
Put your registered email address or username in the subject line, keep it on one topic, and attach screenshots of any error message or pending transaction. One clear email beats five short ones, because every reply keeps the full history attached and nothing gets lost between shifts.
What We Can Help With
If it touches your account, your money or your play, it is our job. Agents can see your account status in real time, so they can tell you straight away whether a deposit landed, why a withdrawal is pending, or which document in your KYC file needs a re-upload.
- Account access: password resets, login lockouts, username recovery and profile updates.
- KYC and verification: document requirements, upload fixes, and status checks (ID, proof of address and payment method are processed within 24 to 48 hours).
- Deposits and withdrawals: missing deposits, method availability from PayID to Tether, daily and monthly limits, and the up-to-24-hour withdrawal window.
- Bonuses and promotions: the 100% welcome bonus up to 800 AUD with 200 free spins, 35x wagering, weekly 15% cashback, weekend reloads and Monday free spins.
- Technical faults: game not loading, frozen rounds, error codes and device-specific glitches on iOS or Android.
- VIP matters: tier questions, personal account manager requests and exclusive bonus eligibility.
- Responsible gambling: setting deposit or loss limits, session reminders, and self-exclusion we can activate the same day.
Check Before You Contact
Three checks take under a minute and resolve a surprising share of queries without a ticket. Do them first and, if you still need us, you will have the exact details an agent needs to skip the back-and-forth.
- Search the FAQ in the site footer first; the top articles cover bonus wagering, deposit minimums of 20 AUD and withdrawal times.
- Open your profile and check KYC status; if documents are marked pending, the 24 to 48 hour processing window has simply not closed yet.
- Look at your transaction history before reporting a missing deposit or withdrawal; pending entries show there with an estimated completion time.
- Refresh the page or reopen the game when a round freezes, because interrupted rounds usually settle automatically within minutes and the balance updates on reload.
Where Novajackpot Casino Operates From
Novajackpot Casino launched in 2023 and is operated by NovaJackpot N.V., a company registered in Curaçao under licence 8048/JAZ2023-016. For formal correspondence, such as legal notices or documented complaints that email cannot resolve, write to NovaJackpot N.V. via the registered office address listed in the site footer and terms, quoting your account username and the date of your original support ticket.
Formal letters take longer than chat, so keep that channel for matters that genuinely need paper. Anything time-sensitive, from a stuck withdrawal to a self-exclusion request, is always faster through live chat, where we can act on your account immediately.
Press and Partnership Enquiries
Media outlets, streamers and affiliate partners have a separate lane so player tickets never queue behind business mail. Send press, advertising and collaboration requests to the partnerships address published on our contacts page, with MEDIA or PARTNERSHIP in the subject line, and the commercial team replies within two business days. Include your platform, audience reach and the markets you cover, and note that we work only with partners targeting permitted regions, since players from restricted countries such as the USA, UK, France and the Netherlands cannot be promoted to.
Frequently asked questions
Does Novajackpot Casino have a phone number?
No. We offer live chat and email only, both staffed 24/7. Anyone calling you claiming to represent us is not from our team, so hang up and report it to [email protected].
How fast does live chat respond?
A live agent typically connects in under two minutes at any hour, including weekends and public holidays, and most account and bonus questions are resolved in the first conversation.
Which email address should I use?
Send all player questions to [email protected]. Include your registered email or username in the subject line, and attach screenshots for anything technical. We answer within 24 hours, usually in 2 to 6.
Can support help me set deposit limits or self-exclude?
Yes. Tell an agent in live chat and we can apply deposit limits, loss limits, session reminders or self-exclusion to your account the same day. For confidential counselling, Gambling Help Online is available free on 1800 858 858, 24/7.