We keep replies short here, the same way our team keeps chats short.
trustWhy do you need my email before helping me?+
Because your account is tied to the email address you signed up with, the team only needs that address and your name to pull up your record. Your password stays private and nobody at Dubsterwin Casino will ever ask for it. Reference numbers for a payment help too.
trustWhy is nobody answering late on a weekend?+
Support runs around the clock, so a Sunday night question lands with a real person just as a Tuesday morning one does. Times quoted are in AEST, and the typical wait is two minutes on live chat, two minutes by phone and 2 hours by email.
trustWhat happens when I request my personal data?+
When you ask for a copy or deletion of your personal data, send the request from your registration email to [email protected]. The team confirms who you are, then acts on the request within the limits of its record-keeping duties. You get a reply once the work is done.
trustWhat happens when I write in another language?+
English, German, French and Spanish are all covered by the support team. An Australian player writing in English reaches someone in that language within the usual response times. If your question is highly technical, it may be passed to a specialist in the same language.
trustWhat if I want to check your licence number?+
If you check the licence, Dubsterwin Casino LLC holds number ALSI-761424, issued by the Anjouan Offshore Finance Authority. That authority oversees how the site is run and how player funds are handled. Details of the company sit in the operator section of this page.
trustWhat happens when I am unhappy with the reply?+
When a reply leaves you unsatisfied, say so in the same conversation and ask for it to be escalated. A senior member reviews the case and replies, and [email protected] reaches the right desk. Still unhappy after that, you can take it to the Anjouan Offshore Finance Authority.
Four steps upward
From first reply to a regulator
After reading this, you know exactly where your complaint sits and who is next in line.
Start where you already are
Take the problem to standard support first, by live chat or e-mail, and explain what happened in plain terms. Most disputes close at this point.
From a chat to a reference
Ask the agent for a ticket number and the name of the team handling it. Keep that reference, as every later step asks for it.
One more look from a manager
Should the reply not settle things, ask for a manager review and put your complaint in writing to [email protected], quoting the reference you hold.
Final word from the licensing body
Where the review leaves you unsatisfied, you may take the matter to the Anjouan Offshore Finance Authority, the body that licenses this casino.
When you need someone now
Fast channels first, slower ones after
Use this when you are holding off a deposit or a withdrawal until a person replies.