Get in Touch With Mrpacho Casino
Need a hand with your account, a payment or a bonus? Our support team is on deck 24 hours a day, 7 days a week, and this page sets out every way to reach us, what we can fix, and what to have ready before you write.
Reach Mrpacho Support Team
Two channels, both open 24/7
We run two support channels: live chat and email. Both are staffed around the clock, weekends and public holidays included, so the hour on your clock in Australia never changes who answers. Since we launched in 2023, chat has been the fastest route, while email suits anything that needs attachments or a written record.
| Channel | Where to find it | Hours | Typical response |
|---|---|---|---|
| Live chat | Speech bubble at the bottom right of any page on mrpacho-pokies.com | 24/7 | Under 2 minutes once you are connected |
| [email protected] | 24/7 intake | Within 24 hours, most replies inside 3 to 4 |
Why there is no phone line
We do not operate a call centre number, and we will never ring you out of the blue asking for account details. Nothing is lost without one. Our chat agents handle the same account, payment and bonus questions a phone team would, and every email thread stays in your inbox as a record you can check later.
What We Can Sort Out
Accounts and verification
If your KYC check stalls, message us and we will tell you exactly which document failed and why, normally within one business day of you uploading it. Verification covers your ID, proof of address and payment method, and it must clear before your first withdrawal. Send documents through chat or email as clear photos, with all four corners visible.
Deposits and withdrawals
Missing deposit or a payout stuck on pending? Quote the transaction ID, amount, method and time, and we will trace it. The minimum for both deposits and withdrawals is 30 AUD. E-wallet and crypto withdrawals land within 24 hours, cards and bank transfer take 1 to 3 business days, and we charge no fees on either side.
Technical problems
A game that freezes mid spin, a bonus round that did not pay out, a page that will not load on your phone: note the game title, the time it happened and the device and browser you were on, then send all three to us. With that information our tech team can usually reconstruct the round and credit anything you are owed.
Bonuses and promotions
Wagering maths on the 100% welcome package up to 750 AUD with 100 free spins, the weekly reload of 50 free spins, weekend cashback of 15%, live casino cashback of 10%, or any Drops & Wins tournament: we will walk you through where your progress sits and what remains before the bonus converts.
Safer gambling help
Ask us any hour to set deposit limits, loss limits or session reminders on your account, or to exclude you from play for a set period. Support agents action these requests on the spot. If gambling has stopped being fun, call Gambling Help Online on 1800 858 858, free and confidential, 24 hours a day.
Check These Before Contacting
Two minutes that save a day
A good share of tickets are answered with a link to a page you already had open. Run through the quick checks below before you message us and you will often solve the issue yourself, or at least arrive in chat with everything our agent needs to fix it in one go.
- Skim the FAQ: answers on bonuses, KYC, payments and common error messages sit there.
- Open your profile and check your KYC status; if it reads pending, your documents are still under review.
- Pull up your transaction history and note the exact amount, method and time of any payment in question.
- Read the terms attached to the promo in question; the wagering rule you need is usually the first line.
- For a technical fault, note the game title, the time it happened, and your device and browser.
Where to Send Formal Mail
Registered post for official matters
Formal complaints and legal notices go by registered post to our operator, NovaForge Ltd, E-Commerce Park, Heelsumstraat 51, Willemstad, Curaçao. Quote your account number and our licence, Curaçao eGaming 8048/JAZ2023-166, on every page. We answer written correspondence within 10 business days of arrival. For anything urgent, chat remains the faster door.
Press and Business Enquiries
A separate door for partners
Journalists, streamers and affiliate partners should skip the general support queue. Write to [email protected] with 'Press' or 'Partnership' in the subject line, and your message is routed straight to our commercial team, who reply within two business days. Include your outlet or channel, your audience reach and the markets you cover so we can come back with the right materials from day one.
Frequently Asked Questions
How quickly does live chat connect?
Chat runs 24/7 and you are normally connected to an agent in under 2 minutes, at any hour, weekends and public holidays included.
Can I call Mrpacho Casino instead?
We do not run a phone line. Live chat and [email protected] cover everything a call would, and email keeps a written record of your issue.
Which email address do I use for support?
Write to [email protected] and include your account number or registered email so we can find you fast. We reply within 24 hours, most replies inside 3 to 4.
Can support set deposit limits for me?
Yes. Ask in chat or by email any hour and an agent will set deposit limits, loss limits, session reminders or self-exclusion on your account straight away. For free, confidential counselling, call Gambling Help Online on 1800 858 858.