Live chat
Inside the site, bottom-right on every page. Best for deposits that have not landed, bonus questions, withdrawal status and anything you want sorted now.
24 hours, 7 daysSupport desk
Contact Oakfold
Three ways in, all of them staffed every hour of every day. Live chat is the fastest and handles almost everything; the phone line is there when you would rather talk to a person; email suits anything that needs documents attached or a written trail.
Last updated: 8 September 2026
Chat and the help centre both live inside the site — sign in and the support button follows you from page to page.
Open Live ChatThe three channels
Phone
A spoken line for account matters that are easier explained than typed. The current number is shown in the help centre once you sign in, so it always matches the region you are calling from.
24 hours, 7 daysEmail help centre
For verification documents, complaints, closure requests and anything needing a paper trail. Attach files directly to the ticket rather than sending them through chat.
Replies within 24 hoursResponsible gaming
Limits, cool-off and self-exclusion can be set yourself in account settings, or asked for on chat with no questions attached. See responsible gaming.
Acted on immediatelyWhat to have ready
Almost every slow support conversation is slow for the same reason: the first message did not carry enough to act on. Including these turns two exchanges into one.
- The username on the account — never the password. We will never ask for it, and anyone who does is not us.
- What you expected and what happened instead, in that order.
- Times with a timezone. "About 9pm AEST on Tuesday" is worth more than "last night".
- Amounts and currency for anything about money, plus the payment method used.
- The transaction or round reference if you have one — it is in your account history.
- A screenshot for anything visual: an error message, a bonus that did not credit, a game that froze.
How long things take
| What you need | Best channel | Typical turnaround |
|---|---|---|
| General question | Live chat | Minutes |
| Deposit not showing | Live chat | Same session, longer if the provider must confirm |
| Withdrawal status | Live chat | Payouts complete in 24–48 hours |
| Identity verification | Email help centre | Checked within 24 hours of clear documents arriving |
| Formal complaint | Email help centre | Acknowledged within 24 hours, resolved within 10 business days |
| Limit, cool-off or self-exclusion | Account settings or chat | Immediate |
If we get it wrong
Sometimes we will. Here is the route, in order — you do not need to skip steps, and you do not need permission to move to the next one.
- Raise it on live chat. Most problems end here, and the agent can see your account while you talk.
- If it is not resolved, ask for it to be logged as a formal complaint. You will get a reference number and an acknowledgement inside 24 hours.
- A supervisor looks into it and replies within 10 business days with a decision and the reasoning behind it.
- If you are still unsatisfied, you may take the matter to the Malta Gaming Authority, our regulator. We will give you the reference details for your case so you are not starting from scratch.
Keep your reference number. It is the single fastest thing you can quote to pick a conversation back up.
Keeping the conversation safe
- We will never ask for your password, a full card number, or a one-time code sent to your phone.
- We contact you from the help centre inside the site or from an address on our own domain. If a message asks you to sign in through an unfamiliar link, do not — open the site yourself and check.
- If you think someone has your account details, change the password and tell us on chat straight away. We can freeze the account while it is sorted out.
- What we do with the information you send us is set out in our privacy policy.
When it is not really about the account
Our desk is open around the clock, but we are a casino support team, not a counselling service. If gambling has stopped being entertainment, the people below are free, confidential, independent of us, and better at this than we are.
Gambling Help Online 1800 858 858 · Lifeline 13 11 14 · Beyond Blue 1300 22 4636. In an emergency, call 000.
Still need us?
Sign in and the support button is on every page. Have your username and the times to hand and this usually takes one message.
Go to Support