Contact the Blockdag Casino team
Our support desk runs around the clock, every day of the year. Whether it is a stuck withdrawal at 3am or a bonus question on a Sunday arvo, you can reach a real person through live chat or email within minutes, not days.
Talk to our support team
Live chat, the fastest option
Open the chat window by tapping the speech bubble fixed to the bottom right corner of any page on blockdag-au.com, whether you are on desktop or mobile. No download and no separate app are needed; our HTML5 site carries the same chat on iOS and Android.
Average wait time in the queue is under 2 minutes. A live agent, not a bot, picks up every session. Bots only collect your account email and the topic at the start, so the human who joins already has context.
| Channel | Where to find it | Hours (AEST/AEDT) | Typical response |
|---|---|---|---|
| Live chat | Speech bubble, bottom right of every page | 24/7, all year | Under 2 minutes in queue |
| [email protected] | 24/7 inbox, staffed continuously | Within 2 hours, always under 24 | |
| In-account message history | Profile section, Message Centre | Always available | Your past tickets, kept permanently |
Email for anything documented
Write to [email protected] when you need a paper trail: disputed transactions, KYC document submissions, bonus terms in writing or self-exclusion requests. Attach your screenshots or files straight to the email, up to 20 MB per message, and keep the subject line short, for example "Withdrawal 4821 stuck since Friday".
We answer every email in English, Deutsch, Français or Español, matching the language you write in. One ticket number is issued per email, and the same agent stays with your case until it is closed, so you never re-explain yourself to a new person.
What we can help with
Account and verification
Our agents handle identity checks, document rejections and account access daily. Tiered KYC means we verify identity before your first withdrawal and again on large wins; if a document bounces, the chat agent tells you exactly which page or selfie failed and why, rather than leaving you to guess.
Locked yourself out? We reset passwords in chat in under 5 minutes once you confirm your registered email and date of birth.
Money in and money out
Deposits via PayID, Neosurf, cards or crypto land instantly in most cases, and withdrawals run from 30 AUD minimum up to 25,000 AUD per day and 500,000 AUD per month. Crypto payouts average roughly 13 minutes; fiat takes 1 to 3 business days. We charge no fees on either side, though blockchain network fees can apply on crypto transfers.
If a withdrawal sits longer than the window above, quote your transaction ID in chat and we trace it on the spot with the payments desk.
Bonuses, tech and staying safe
Bonus questions are among the most common: wagering on the 500% welcome package up to 150,000 AUD plus 250 free spins, the promo code BLOCKDAG, Monday reloads, Tuesday spins drops or weekly cashback up to 25%. Agents can show your live wagering progress at any moment.
For technical faults, a frozen game round or a glitchy load, we can replay the round from server logs and credit any confirmed win manually. And if gambling stops feeling like fun, say so plainly: we set deposit limits, loss limits, session reminders or full self-exclusion immediately in chat, and we point you to Gambling Help Online on 1800 858 858, a free Australian service independent of us.
- Account access, password resets and personal detail updates
- KYC document checks and verification escalations
- Deposits, withdrawals, transaction tracing and limits
- Bonus terms, wagering progress, promo code issues
- Game faults, replayed rounds and manual win credits
- Responsible gambling tools: limits, reminders, self-exclusion
Check these before you write
Three checks that halve your wait
Roughly a third of the tickets we receive are answered by three quick self-checks, and running through them first means the agent who picks up starts solving rather than diagnosing.
First, open the FAQ from the footer: it covers bonus wagering, crypto confirmation times and withdrawal windows in plain language. Second, look at your profile: your KYC status sits on the verification tab, so if it reads "pending review" your payout is simply waiting on that check, and uploading sharper document photos in chat often clears it same-day. Third, open Transaction History under your account menu: every deposit, bonus and withdrawal is itemised there with timestamps, which is exactly what our agent will ask for anyway.
- Scan the FAQ in the site footer before raising a ticket
- Check your KYC status under Profile, Verification tab
- Pull up Transaction History and note the reference ID
- Screenshot any error message exactly as it appeared
Where to send formal mail
Registered office
Blockdag Casino is operated by BlockDAG Entertainment N.V., licensed in Curaçao under licence number OGL/2015/4519/613 and running since 2017. For formal correspondence, such as legal notices, complaints you want recorded on paper or documents that require a signature, post to: BlockDAG Entertainment N.V., Abraham de Veerstraat 9, Willemstad, Curaçao.
Mark the envelope with your account email on the back so we can match the letter to your account the day it arrives. Email remains faster for everything else; postal responses take 10 to 15 business days from receipt.
Press and partnership enquiries
Business, media and affiliates
Journalists, streamers, affiliate partners and game studios have a separate line so player queues stay clear: write to [email protected] and you will reach the commercial team rather than the support desk. Include your outlet or platform, audience figures and the collaboration you have in mind, and expect a reply within 1 to 2 business days. Provider integration proposals should link a demo build or a game sheet so our sourcing team can review properly on first pass.
Frequently Asked Questions
Is live chat really staffed at night and on public holidays?
Yes. Our chat runs 24/7, 365 days a year, including Christmas Day and Australian public holidays. Queue times stay under 2 minutes on average overnight.
Which email address should I use for KYC documents?
Send them to [email protected] with your account email in the body and clear photos or scans attached. The agent handling your verification ticket confirms receipt within 2 hours.
How long do withdrawals take if something looks stuck?
Crypto withdrawals average about 13 minutes and fiat takes 1 to 3 business days. Anything past those windows, paste your transaction ID into live chat and we trace it immediately with the payments team.
Can you set a deposit limit or exclude me straight away?
Yes, either request takes effect the moment an agent confirms it in chat. For extra support beyond our tools, Gambling Help Online is free on 1800 858 858, any time.