Help and contact options for Australian players

Live chat is the fastest way to get help. JB Casino live support can resolve most issues in one session.

• How to start chat:
  • On website: tap Help at the bottom-right, then Chat.
  • In the app: Menu > Support > Start Chat.
  • Chat is available 24/7 in English.
• Best for:
  • Login problems, password resets, 2FA, and account access.
  • KYC checks and document guidance.
  • Deposit and withdrawal questions, payment status, and limits.
  • Game issues, stuck rounds, and error messages.
  • Quick questions about bonuses or terms.
• Expected timing:
  • First reply in under 2 minutes.
  • Most chats finish in 5–10 minutes. Complex cases may take longer.
• Tips for a faster answer:
  • Share your username, date of the issue, and any transaction ID.
  • Attach screenshots of errors or receipts.
  • Keep the chat window open and stay logged in.
  • Use concise questions. One topic per chat helps speed things up.

Email suits issues that need records or attachments. It is the best channel for formal requests and follow-up.

• How to email:
  • General support email: [email protected].
  • Payments: [email protected].
  • Verification and KYC: [email protected].
  • Include your username, a clear summary, dates, and screenshots or PDFs.
• Best for:
  • KYC documents, account changes, and responsible play requests.
  • Payment disputes, bank statements, and formal complaints.
  • Detailed game logs or long explanations.
• Expected timing:
  • First response in 2–12 hours.
  • Complex investigations can take up to 24–72 hours.
• Tips for faster replies:
  • Use a clear subject line like: Deposit on 14 Oct declined, ANZ card.
  • Attach readable files under 10 MB in PNG, JPG, or PDF.
  • List steps to reproduce any error.
  • Send from the email linked to your account.

Phone support gives real-time help and clear guidance. Say your request and get step-by-step assistance.

• How to call and what to expect:
  • Free number in Australia: 1800 532 256.
  • Overseas number: +61 2 7255 4321.
  • Hours: 8am–11pm AEST, 7 days.
  • A short security check may be required.
• Best for:
  • Urgent payment holds, time-sensitive withdrawals, or account locks.
  • Lost access to email or authenticator.
  • Complaints that need immediate escalation.
• Expected timing:
  • Average wait 1–5 minutes.
  • Most issues resolved during the call or same day.
• Notes:
  • The helpline number is not 24/7; use chat after hours.
  • JB Casino helpline number may be recorded for training and security.
• Tips for faster calls:
  • Have your username, DOB, and last successful deposit ready.
  • Call during off-peak times: 8–10am or 8–11pm AEST.
  • Use a quiet spot so the agent can hear you clearly.

Messaging support is handy for quick questions and status updates. It is not suited to sharing sensitive data.

• Platforms and contacts:
  • WhatsApp: +61 480 017 200.
  • Telegram: @JBCasinoSupport.
  • Facebook Messenger: m.me/JBCasinoAU.
  • X (Twitter): @JBCasinoAU.
  • Hours: 9am–9pm AEST, 7 days.
• Best for:
  • Updates on open tickets and simple account questions.
  • Service announcements, game status, and scheduled maintenance.
  • Basic how-to questions about the website.
• Expected timing:
  • Typical reply 15–60 minutes during open hours.
  • Complex cases are moved to email or chat.
• Safety tips:
  • Do not share passwords, full card numbers, or full IDs.
  • Share only the last 4 digits of a card if asked.
  • Ask to move to live chat for verification or payments.
• Messaging tips:
  • Keep one question per message thread.
  • Include your username and ticket number if you have one.
  • The JB Casino support team will never ask for remote access to your device.

Technical support handles site, app, and game issues. Get help for errors, crashes, and payment failures.

• How to reach technical support:
  • Start a live chat and ask for Technical Support.
  • Email: [email protected].
  • Phone: call the support number and choose option 2.
• Issues handled:
  • Login errors, 2FA problems, and account recovery.
  • Payment declines, duplicate charges, and stuck withdrawals.
  • Game malfunctions, round crashes, missing wins, or support for game rules.
  • App installs, updates, and device compatibility.
• Expected timing:
  • First chat response within 2 minutes.
  • Email response within 2–6 hours.
  • Fix times vary. Most are solved in 2–24 hours. Complex vendor cases may take up to 72 hours.
• Tips to speed up fixes:
  • Provide screenshots or a short screen recording of the issue.
  • Share device model, OS version, browser or app version, and your internet type.
  • Note the time of the issue and the game or payment method used.
  • Include any error code and what you tried already.
  • JB Casino customer service may ask for logs. Follow the steps sent in reply.

VIP and high-tier players receive priority help and faster routing. Access dedicated channels and quicker follow-up.

• How to access priority support:
  • In-app VIP Lounge chat for instant routing.
  • VIP phone line: 1800 532 257.
  • VIP email: [email protected].
• Who qualifies and when to use it:
  • Available to eligible tiers shown in the Rewards area.
  • Best for time-critical withdrawals, high-value deposits, travel limits, and personalised account requests.
• Expected timing:
  • Priority chat pickup in under 60 seconds.
  • Phone answered in about 60 seconds during VIP hours.
  • Email response within 1–2 hours.
• Tips to get the most value:
  • Ensure your account contact details are up to date.
  • Ask for a dedicated case manager for ongoing issues.
  • Set callback preferences in the VIP Lounge.
  • To join VIP, follow the Rewards guidelines in your account.