Worth reading when a niggling question is holding you back from getting in touch.
trustHow long until my account is actually closed?+
Requests to close an account are actioned once identity is confirmed, usually within one working day, and you get a confirmation e-mail. Any pending withdrawal is settled first, so tell the team at the start if money is still in play. Reopening later needs a fresh request in writing.
trustWhen should I escalate if the reply misses the mark?+
Ask for the decision to be reviewed and a senior agent takes the case, replying with a timeline in the same thread. If the outcome still does not sit right, escalate in writing to
[email protected] and the matter is logged formally. From there, the Anjouan Offshore Finance Authority is the body that hears unresolved disputes.
trustWhy do my documents need four hours to clear?+
Documents are checked within four hours of arriving, and most clear far sooner. Uploads are secured with 256-bit AES encryption, so a card image does not linger in the open. If a file is blurry or out of date, the verification desk asks for a replacement and the clock restarts.
trustWhere does the licence behind this casino sit?+
Licence ALSI-647424 sits with the Anjouan Offshore Finance Authority, and the operator behind the site is Telbet Casino LLC, company number 837807 (Anjouan). Its registered address is Hombo Road, Mutsamudu. Those details are the ones to quote in any dispute.
trustWhat if I cannot recall which e-mail I signed up with?+
An agent needs your registered e-mail address, full name and date of birth to pull up the right profile. A recent deposit amount or the last four digits of a payment card also speeds things up. Your password is never requested, by anyone, at any stage.
trustWhy is there always someone on the line at night?+
Desks run 24 hours a day, seven days a week, so a 3am question gets a person and not a queue. Times quoted here are AEST, matching the Australian day. Weekend nights are busiest on chat, though the phone line still picks up in about a minute.
trustWhat happens when I write in a language other than English?+
Agents answer in English, German, French and Italian, so pick whichever you write most comfortably in. Replies come back in that same language, including on the phone line. An answer in a fifth language cannot be promised, and the English desk will handle it instead.