Before you wait

Goldenstar Casino contact channels and hours

Live chat, e-mail and phone all reach a person at Goldenstar Casino, 24 hours a day, seven days a week.

Get in touch Join 589,000+ players

Paid out today

730,833 A$

2,223 Players online now

Malta Gaming AuthorityLicensed and regulated under MGA/B2C/823/2009 since 2009

Fast withdrawals19-minute average processing, up to A$41,000 per transaction

Secure transactions128-bit SSL encryption across all 11 payment methods

Ways through

Whatever the hour, someone is answering

Chat, mail and voice sit under one roof here, and all three answer round the clock.

Need an answer right now?

Best for balances that will not load or a game that stalls; a chat agent typically picks up within two minutes, any hour of the day.

Start chat

I have to send paperwork

Best for documents, statements and anything you want in writing; send to [email protected] and expect a reply in around twelve hours.

Write us

Hear a human voice

Best for withdrawals you want to talk through; call +61 2 3211 4003 (AEST) and a person usually answers in about three minutes.

Call now

Sorted for Aussies

Play from Australia and reach us here

This block settles the local numbers, the hours and who supervises your account.

Reaching us

Australian phone+61 2 3211 4003

Support time zoneAEST

LanguagesEnglish, German, Finnish, Norwegian

E-mail[email protected]

Supervision

RegulatorMalta Gaming Authority, MGA/B2C/823/2009

Help

Gambling helpGambling Help Online, Lifeline Australia, National Self-Exclusion Register

Before the fun tips over to worry

When gambling starts to worry you, independent organisations give free, confidential support away from any casino. Gambling Help Online, Lifeline Australia and the National Self-Exclusion Register each take a different angle, so you can pick the one that fits.

Gambling Help Online. A round-the-clock online counselling and community service for anyone affected by gambling.

Lifeline Australia. Crisis supporters answer phone and online chats for people in distress at any hour.

National Self-Exclusion Register. A confidential register that blocks you from gambling with all licensed Australian operators.

Skip the queue

Pick the desk and skip the hand-off

Choosing the right desk first time means no bouncing between teams before anyone helps.

Account desks

General support[email protected]

Verification (KYC)[email protected]

Money desks

Deposits and withdrawals[email protected]

Other desks

Complaints[email protected]

Privacy requests[email protected]

Business and partnerships[email protected]

Answer times

Your clock, our clock, one table

You will know how long each channel takes before you pick one.

Live chat

Chat window24 hours a day, 7 days a week

Chat first reply2 minutes

Times shown inAEST

E-mail

Support inbox[email protected]

Inbox reply12 hours

Phone line

Voice number+61 2 3211 4003

Before someone speaks3 minutes

Before you message, after you relax

Gather these five things and the first reply usually finishes the job.

Your registered e-mail address
The reference number of the payment or game
Screenshots of the screen you saw
The date and time it happened in AEST
Photo ID or address proof, if verification is asked

Six lines of paperwork

Not an anonymous page: the company behind it

After this table you will know the company, the address and the licence covering play.

Company

Registered asGoldenstar Casino Ltd.

Company numberC-51829 (Malta)

Registered addressLevel 4, Portomaso, Birkirkara

Licence

RegulatorMalta Gaming Authority

LicenceMGA/B2C/823/2009

Written contact

Support e-mail[email protected]

Still stuck

Getting your complaint heard properly

Four steps are here for the moment a normal answer does not settle your problem.

A clear record of the problem

Say what went wrong in plain words and add the reference from your payment or game. Support reads it and either fixes it or tells you what comes next.

Keep the number safe

Note the ticket number you get and keep the reply. If nothing arrives within the stated time, quote that number when you follow up.

Asking for a supervisor

Ask for the complaint to be raised to a supervisor when the answer misses the point. A senior staff member reviews the history again before replying.

Do I go to the regulator?

Should the result still not suit you, take the case to the Malta Gaming Authority and mention licence MGA/B2C/823/2009. Send the same ticket number and dates.

Answer desk

Less guessing, more settled

Seven quick answers cover the details players in Australia ask before they reach out.

trustCan I get help without giving my password?+

Yes, we can find your account from the e-mail address you registered, so there is no need to share a password. Anyone asking for your password is not us.

trustWhen does a closed account actually stop working?+

When you ask us to close the account, it is shut straight away, and any open withdrawal is still paid out. Confirmation lands in your e-mail once the check is done.

trustCan I speed up verification when it feels slow?+

Yes, most checks finish inside 43 hours once all three items are in. Have photo identification, proof of address and a payment card image ready in one go to keep it there.

trustWhy do you answer in more languages than English?+

Because our team handles English, German, Finnish and Norwegian, you can write in the language that suits you. Everything else on this page stays in English.

trustWhere do I get help on a Sunday night?+

Wherever you are in Australia, help runs 24 hours a day, seven days a week, in AEST. Night shifts, public holidays and weekends are covered the same way.

trustWhat if I want to check your licence first?+

If you want to know who stands behind the site, Goldenstar Casino Ltd. holds Malta Gaming Authority licence MGA/B2C/823/2009. That regulator covers how we handle accounts and payouts.

trustDo I need to escalate when a reply misses the mark?+

Do I need to take it further when a reply falls short? Send the details to [email protected], give our team a fair chance to fix it, and if nothing changes you can take it to the Malta Gaming Authority.