Contact Extra Casino

Several communication channels are available depending on your request urgency and preferences. Live chat remains the fastest way to get immediate answers for common questions.

Live Chat - Real-time support

Accessible directly from your account or via floating button at bottom right of the site. Availability - 8am to midnight (Paris time), 7 days a week including weekends and holidays.

Average wait time - 2-3 minutes during normal hours, up to 10-15 minutes on Friday and Saturday evenings (activity peaks). Agents speak fluent English and can handle most requests instantly.

Questions handled via chat

Login problems, bonus activation, KYC verifications, withdrawal status, promotion explanations, game rules. For complex topics requiring thorough investigation, agents can escalate to specialized team via email.

Email support

Contact address - [email protected]. Use this method for non-urgent requests, detailed complaints, or situations requiring document attachments (screenshots, statements, etc.).

Response time - 12-24h average on business days, up to 48h on weekends. Remember to include your username, registration email and precise problem description to speed up processing.

Specialized addresses

For VIP questions and dedicated account manager requests - [email protected]. Reserved for Platinum and Diamond level players with substantial play history.

Accounting questions, financial disputes or payment problems - [email protected]. Always attach transaction proofs (references, screenshots) to facilitate resolution.

Company information

Extra Casino is operated by Samaki Limited, company registered in Anjouan, Union of Comoros. Registration number - 15685. Headquarters - Hamchako, Mutsamudu, Autonomous Island of Anjouan.

Gaming license issued by Curaçao eGaming - license number 8048/JAZ. This license covers online casino operation, slot machines and table games. Sports betting will require additional license upon future integration.

Social media and community

Follow Extra Casino on social networks for latest news, new games, exclusive promotions and community big win sharing.

Facebook - Official page with 12,000+ followers. Daily posts about new releases, weekly contests with prizes. Open community group where players exchange tips and strategies.

Instagram - @extracasino_official. Focus on visual content - big win screenshots, new slot previews, team behind-the-scenes. Daily stories with interactive quizzes and polls.

Telegram - Group of 3,500+ members for real-time discussions. Exclusive promo codes shared regularly. Active moderation to maintain respectful atmosphere.

Suggestions and feedback

Your feedback helps improve the platform. Use the feedback form accessible in your profile to share suggestions, encountered bugs or new feature ideas.

The product team reads all submitted feedback. Relevant and frequently requested suggestions get prioritized in the development roadmap. Several current features (advanced game filters, VIP cashback) were implemented following community requests.

Complaints and dispute resolution

In case of disagreement or problem unresolved by standard support, submit a formal complaint to [email protected]. Include all relevant details - dates, amounts, transaction references, support communication history.

A dedicated team examines each complaint within 5 business days. Most cases resolve amicably within this timeframe. If no agreement is reached, Extra Casino accepts mediation by independent third-party organizations like eCOGRA.

Regulatory escalation

For serious unresolved disputes, you can directly contact Curaçao eGaming licensing authority. Procedure and form available on their official website. Note that the process can take several weeks and requires exhaustive problem documentation.

Contact details - Summary

Quick questions before contacting

Before contacting support, check if your question finds an answer in the main FAQ or help guides. This saves you time and allows agents to focus on complex requests.

For technical problems (game won't load, connection error), first try basic solutions - clear browser cache, test on another device, check your internet connection. If problem persists, then contact support with precise error details.

Support hours and response times

Live chat operates 16 hours daily (8am-midnight Paris time). Email support technically available 24/7 but responses process during European business hours. Expect faster response times Monday-Friday versus weekends.

Holiday schedule

Support maintains reduced staffing during major holidays (Christmas, New Year). Response times may extend to 48-72 hours during these periods. Critical payment issues still receive priority handling.

Check the support page for any temporary schedule changes during holiday periods. Extra Casino typically announces these adjustments 1-2 weeks in advance.

Language support

Primary support languages are French and English. Additional languages available through translation tools but may lack fluency of native speakers. For best service quality, communicate in French or English when possible.

VIP managers assigned to high-tier players often speak multiple languages. If you reach Platinum or Diamond status and need support in specific language, request can sometimes be accommodated.

Emergency situations

For urgent security issues (unauthorized account access, suspected fraud, immediate account lockdown needed), use live chat for fastest response. Mark your message as "URGENT - SECURITY" to get priority routing.

If live chat is offline, send email to [email protected] with "URGENT" in subject line. Security team monitors this address 24/7 and responds to genuine emergencies within 2 hours.