At Moi Casino, we believe a great gaming experience goes beyond the games themselves. When something isn't quite right — whether it's a question about your account, a bonus query, or a technical issue — we want you to know that real people are here to help. Our support team is committed to resolving your concerns clearly and efficiently, so you can get back to what matters. This page explains exactly how to reach us, what to expect, and how to escalate a matter if needed.
How to Reach Our Support Team
We currently offer two direct ways to contact us, both designed to make communication as straightforward as possible.
Email Support
For detailed queries — account issues, bonus clarifications, withdrawal questions, or anything that requires a written record — email is our primary channel. When you write to us, please include as much relevant context as possible from the outset. This helps our team pick up your case without unnecessary back-and-forth.
Online Contact Form
If you'd prefer not to use your own email client, our online contact form is available directly within the site. It's a clean, straightforward way to send us a message. Simply navigate to the contact section, fill in your details, describe your issue, and submit. We receive these messages in the same queue as email enquiries and treat them with equal priority.
We don't currently offer live chat or phone support, and we'd rather be upfront about that than leave you searching. What we do offer is a responsive written support service staffed by people who take your query seriously.
If you have a general question before reaching out, it's worth checking our FAQ section first — many common queries are answered there without the need to wait for a reply. Visit our FAQ section to see if your question is already covered.
Operating Hours and Response Times
Our support team is available Monday to Friday, 09:00 to 17:00 CEST. We are not available on weekends or public holidays, so please bear this in mind when timing your enquiry.
We aim to respond to all emails and contact form submissions within one business day. Queries received outside of working hours — including late Friday afternoon, weekends, or bank holidays — will be picked up on the next available working day.
To avoid delays, we'd suggest:
- Sending your message during weekday working hours where possible
- Including all relevant details upfront (see the section below on how to prepare)
- Checking your spam or junk folder if you're expecting a reply and haven't received one
We understand that waiting can feel frustrating, particularly when a payment or account access issue is involved. We appreciate your patience and will always aim to provide a substantive, clear response rather than a rushed one.
Before You Contact Us: What to Have Ready
To help us resolve your issue as quickly as possible, it's worth taking a few minutes to gather the relevant information before you get in touch. The more context you give us upfront, the less time we spend asking follow-up questions — and the faster we can help.
Depending on your query, here's what may be useful to have to hand:
- Your registered email address — this is how we identify your account
- Your username or account ID — if you can see it in your profile
- A brief description of the issue — what happened, when it happened, and what you expected to occur
- Screenshots — particularly helpful for payment discrepancies, bonus tracking issues, or any error messages you've encountered
- Transaction references — if your query relates to a deposit or withdrawal, the transaction ID or reference number speeds things up considerably
You don't need to attach documents for routine queries. We'll only request additional verification if it's genuinely required to resolve your issue.
Filing a Formal Complaint or Dispute
We hope that the vast majority of issues are resolved quickly through our standard support channels. However, we recognise that this isn't always the case, and we want to be transparent about what happens if you remain dissatisfied.
If your initial query hasn't been resolved to your satisfaction, you can request that your complaint be escalated to a senior member of our team. Please make this request clearly in your follow-up message, and include a summary of the steps taken so far and why the resolution offered has not met your expectations.
Our management team will review escalated cases and aim to provide a formal response within a reasonable timeframe.
Regarding further escalation to an external regulatory body or Alternative Dispute Resolution (ADR) provider: at present, our licensing information is not publicly detailed on this page. If you require clarity on the regulatory body overseeing our operations and your rights as a player, please contact us directly and we will provide that information in writing. We are committed to operating transparently and will not withhold this from any player who asks.
Corporate and Licensing Information
Moi Casino is operated by a licensed entity committed to responsible and fair gaming practices. We take our regulatory obligations seriously and hold ourselves to standards that protect our players. If you have a specific query regarding our operating company, licensing jurisdiction, or your legal rights as a player based in Great Britain, please reach out to us directly via email or through the contact form and we will respond with the relevant details in full.
Send us a message via the contact form and our team will be in touch during the next available business hours.