Support

At Scarlet Sands Casino we keep support straightforward and personal. If you need help with an account question, a payment, or a game issue, you can reach us by live chat and email — and we offer phone support in select regions. Our live chat connects you directly with an agent for instant, real-time troubleshooting. Prefer to write? Email us anytime at support@scarletsandscasino.com and expect a clear, documented reply. If you want to speak with someone, phone lines are available in regions where we provide direct calling — check Contact Support for local numbers and hours.

What to expect: response times that respect your time

We match the channel to the urgency. Live chat agents typically respond within a few minutes, resolving most common issues on the spot. Email inquiries are reviewed promptly and usually answered within 12–24 hours; for complex cases we’ll keep you informed throughout the process. Phone support provides immediate, spoken guidance during its operating hours. If a case requires escalation — verification, transaction review, or technical investigation — you’ll receive clear timelines and regular updates until it’s resolved.

24/7 availability and quick answers

Many of our support services run around the clock. Live chat and our online help center are staffed 24/7 so you’re never left waiting when you’re in the middle of a game or managing a time-sensitive withdrawal or promotion. For issues tied to limited-time promotions or pending cashouts, contact us as soon as possible so we can act before offer windows or processing deadlines close.

Self-service first: FAQs and Help Center

Before contacting an agent, take a quick look at our Help Center — it’s organized by topic and built to get you back in action fast. You’ll find clear articles on account setup and verification, deposits and withdrawals (including MasterCard, Visa, and USD details), promo rules and redemption thresholds, and step-by-step troubleshooting for common device or game problems. Those resources resolve the majority of routine questions immediately.

Knowledgeable team, focused on prompt resolutions

Our support staff is trained on account management, payments, and gameplay issues across our Netgame and Novomatic titles. When you contact us, expect concise explanations, practical next steps, and follow-up until the issue is closed. We handle transaction reviews, bonus queries, and technical investigations with transparency — we’ll tell you what evidence we need, how long checks typically take, and what to expect at each stage.

Tips to speed up resolution

Have the essentials ready: your account email, transaction reference or screenshot, and a brief description of the problem. For payout or verification requests, confirming ID and contact details up front can shorten processing times. If your issue involves a promotion, include the promo name or any related codes so the agent can review the correct terms immediately.

If you need help now or want to review contact numbers and service hours, visit our Contact Support page. We’re here to make support simple, fast, and reliable so you can focus on playing with confidence.