Use this when a queue feels longer than the question itself.
trustWhat if my verification is still pending after a day?+
If your documents are legible and match the name on the account, checks usually clear within 34 hours. Expect a longer wait when a photo is blurred or an address line differs from your proof of address.
trustWhere can I get help in a language other than English?+
Chat and phone lines are staffed in English, German, Finnish and Norwegian. Replies to written messages arrive in English whichever language you used to send them. Pick English if you want the quickest answer.
trustWhat happens when I ask for my data to be deleted?+
When you ask for a copy of your data,
[email protected] confirms the request and sends the file. A deletion request closes the account first, because records of bets and payments must be kept for the period the Malta Gaming Authority sets.
trustCan I take a complaint further than the first answer?+
Yes. Raise it with the adviser who handled it, then write to
[email protected] with your account email and what you expected. That desk reviews the case; if the outcome still fails you, the Malta Gaming Authority is the next step.
trustWhat if I need help at night or at the weekend?+
What if it is three in the morning on a bank holiday? Chat and the phone line still answer, because support runs 24 hours a day, 7 days a week, on GMT. Written queries are picked up in the same way, and the usual email reply takes four hours.
trustCan I be identified without sharing my login details?+
Yes, and it never includes your password. Give the email address registered to the account, plus your name and date of birth. A recent payment amount settles the rest if the adviser needs more.
trustWhy should I close my account rather than stop playing quietly?+
Why ask for closure rather than a pause? Sometimes the reason is simply that you are finished, and a short break will not do. Message support from your registered email and the account is shut for good; a cooling-off period or self-exclusion stays open to you too.