Contact our care team anytime
Our care team works around the clock, every day of the year. Whether your question takes a minute or needs a document checked, this page shows you exactly which channel to use and how fast we come back to you.
Reach us on any channel
You have two direct lines to our team, and both run 24/7. Pick the one that suits the urgency of your question.
Live chat sits in the bottom-right corner of every page on lolajack-pokies.com. Click the chat bubble, enter your name and registered email, and an agent joins the queue. Median wait time runs under two minutes between 09:00 and 23:00 AEST and under six minutes overnight. Chat keeps your full conversation history, so you can scroll back to any answer we gave you.
- Live chat: chat bubble, bottom-right of every page, 24/7, typical first reply under 2 minutes in peak hours
- Email: [email protected], 24/7 inbox, first reply within 24 hours, most tickets answered in 4 to 8 hours
- Attachments up to 10 MB are accepted on email, which is the right channel for KYC documents
| Channel | Where | Hours | First reply |
|---|---|---|---|
| Live chat | Chat bubble, bottom-right corner | 24/7 | Under 2 minutes peak, under 6 minutes off-peak |
| [email protected] | 24/7 | Within 24 hours, typically 4 to 8 |
What we can help you with
Account and verification
Account access, password resets and KYC checks sit with our verification desk. If your first withdrawal is pending, send your photo ID, proof of address dated within the last 3 months and payment method proof to [email protected] with the subject line KYC. Verification finishes within 48 hours of us receiving clear documents.
Money, games and everything else
Deposits and withdrawals make up the largest share of our tickets, so we answer them first in queue. Withdrawals at Lolajack Casino process within 0 to 24 hours once your account is verified, with limits of 8,000 AUD per day and 32,000 AUD per month, and we never charge fees on either side.
Game and bonus questions come next. If a slot froze mid-spin, tell the chat agent the game name, your bet size and the approximate time, and we can trace the round and credit any settled win. Bonus tickets move faster when you quote your active promotion name, for example the 100% up to 3200 AUD welcome package with 150 free spins, and its 20x wagering requirement.
- Account: logins, password resets, profile changes, KYC submission
- Payments: PayID, Neosurf, card, e-wallet and crypto transactions, pending withdrawals, limits
- Technical: frozen rounds, loading errors, mobile site issues on iOS and Android
- Bonuses: welcome package, Monday reload 50% up to 500 AUD, weekly cashback up to 15%, wagering questions
- Responsible gambling: deposit limits, loss limits, session reminders and self-exclusion, plus referrals to Gambling Help Online on 1800 858 858
Check these before you write
Half of all tickets resolve faster when you do one minute of prep first. These three checks cut the back-and-forth to a single reply.
Open the FAQ from the site menu before anything else. Answers on bonuses, wagering, deposit minimums of 20 AUD and withdrawal minimums of 30 AUD sit there, and they load instantly.
Second, look at your profile. Your KYC status shows under Verification, and an approved check means payment delays are technical, not document-related, which changes how we triage your ticket.
Third, pull up your transaction history before writing about a payment. The timestamp, amount and method you see there are exactly what our agents check on our side, so quoting them saves one full round of questions.
- FAQ: site menu, answers most bonus and payment questions instantly
- Profile: KYC status under Verification shows whether documents are pending
- Transaction history: grab timestamp, amount and method before you open a ticket
Press and partnership enquiries
Media, affiliate and business enquiries go to a separate desk so they never clog the player queue. Write to our partnerships team via the business contact address listed on the site footer and we reply within two business days. Player support questions sent to that desk get redirected, so keep account and payment matters on [email protected] or live chat.
Lolajack Casino operates under licence OGL/2026/1589/0347 from Curaçao, owned by Lolajack N.V. Formal correspondence, including responsible gambling escalations and licence queries, can be directed to our registered office in Curaçao through the same business channel.
Frequently Asked Questions
How fast does live chat reply?
Under two minutes in peak hours between 09:00 and 23:00 AEST, and under six minutes overnight. Chat runs 24/7.
Which email should I use?
[email protected] for all player matters, including KYC documents. We answer within 24 hours, usually in 4 to 8.
Can I call you by phone?
We do not run a phone line. Live chat and email cover everything, and both are staffed 24/7.
What should I include in a payment ticket?
The timestamp, amount and method from your transaction history, plus your registered email. That lets us answer in one reply.