Short answers written the way we work: plain, dated and free of runaround.
trustWhy is my account verification taking so long?+
Expect around 21 hours for identity checks to clear, because each document is read by a person. Sending a clear photo ID, proof of address and card image together on the first attempt usually keeps it inside that window. We tell you by e-mail the moment the check is done.
trustWhat if I need support on a Saturday night?+
Reach us at any hour on any day, including public holidays and weekends. Live chat and the phone line both answer in about three minutes, and e-mail replies land within twelve hours. Our team works on AEST, so late-night queries are handled by the same shift.
trustWhat if I no longer want to hold an account?+
Send a closing request to
[email protected] from your registered address, or ask on chat and we will log it. Closure is permanent and any remaining balance is paid to you first, provided verification is complete. You can also pause play with self-exclusion if you would rather stop temporarily.
trustDo I need to escalate if I am unhappy?+
Escalate the matter by mailing
[email protected] and include your chat transcript or ticket number. A senior reviewer reads every complaint and answers with a written outcome. Should that outcome still leave you unsatisfied, you may take the dispute to the Anjouan Offshore Finance Authority.
trustWhat if I cannot log in to contact you?+
Give us your full name, date of birth and the e-mail address on the account, and that is normally enough for us to locate you. We never ask for your password, so treat anyone who does as a stranger. Card details are only requested where a payment query needs them.
trustWhy should I care which licence you hold?+
Slotrize Casino LLC holds licence ALSI-508991, granted by the Anjouan Offshore Finance Authority, and the company number is 723041. Playing under that licence means there is a named regulator behind your complaint. The operator has run since 2008 from Hombo Road, Mutsamudu.
trustWhat if I want to see or erase my data?+
Write to
[email protected] to request a copy of the data we hold on you. The same address handles deletion requests, which we action within the limits of record-keeping rules. We confirm in writing once the work is finished.