Contact us

Contact High Country Casino

If you need help with your High Country Casino account, our support team is available through multiple channels to get you back on track quickly. Choose the method that best fits your issue — urgent account or security matters are best handled in Live Chat, while email is useful for attaching documents or when you need a written record.

Quick contacts

• Live Chat: available 24/7/365 for live assistance. Average wait time is approximately 1–2 minutes.
• Email — monitored around the clock; responses are provided within 24 hours, and are typically sent within 2–4 hours.
• Telephone: 1800-555-4278 (business line) — available Monday–Saturday, 09:00–18:00 AEST.

How to choose a contact channel
For urgent issues and immediate help (recommended)

Use Live Chat. It is staffed at all hours and is the fastest way to resolve account access problems, payment issues that require immediate attention, or technical faults while playing. If you prefer a Russian-speaking agent, Russian is available in Live Chat (note: Russian-language Live Chat coverage runs from 21:00–06:00 UTC).

For document uploads, detailed cases, or written records

Email is appropriate when you need to send KYC documents, lengthy transaction histories, or screenshots. Email is monitored 24/7; a reply will be sent within 24 hours (often in 2–4 hours).

For phone support and complex discussions

Call 1800-555-4278 during phone hours (Mon–Sat 09:00–18:00 AEST). Use the phone line when you prefer to discuss a complex matter verbally or when guided walkthroughs are helpful.

What to include when you contact us

To help us handle your request faster, please include:

• Your registered email address and username.
• A clear description of the problem and the steps you have already tried.
• Relevant transaction IDs, dates, and amounts (for deposit/withdrawal issues).
• Screenshots or photos that illustrate the error or account message (when applicable).
• If you are sending documents for verification, attach copies of the required ID and proof of address (see Verification & KYC below).

Verification & account-help support
KYC documents and when they are required

ID verification is required before your first withdrawal. To speed processing, have these documents ready:

• Government-issued photo ID (passport, driver’s licence, or Medicare card).
• Proof of address (utility bill or bank statement dated within the last 3 months).

You can upload documents when requested via the Cashier or through the secure channel advised by support. Account activation typically completes within 5–10 minutes after email confirmation; KYC review occurs when a withdrawal or verification request is triggered.

Assistance with verification problems

If documents are rejected or you receive a request for additional information, contact Live Chat for fastest resolution or send an email with the attachments. State clearly which document you are submitting and the account email address.

Account security and recovery

Protecting your account

• Use a strong, unique password for your High Country Casino account.
• If you use the mobile app, enable biometric login (Face ID or Touch ID) for convenience and added security.
• If you suspect unauthorized access, contact Live Chat immediately and follow the agent’s instructions to secure or temporarily lock your account.

Recovery steps

If you cannot log in, prepare to verify your identity (registered email, personal details, and any recent transaction details) and contact Live Chat or contact us via email. Agents will guide you through verification steps required to recover access.

Technical support and device accessibility
Mobile and desktop support

• Native apps are available from the Apple App Store (iOS 12.0+) and Google Play (Android 8.0+). Biometric login and push notifications are supported in the app.
• Instant-play via mobile browsers (Safari, Chrome, Samsung Internet) is fully supported; you can register, deposit, and play without installing the app.
• For technical issues (app crashes, browser compatibility, loading errors), start with Live Chat for immediate troubleshooting. Provide device model, OS version, browser/app version, and any error messages.

Responsible gambling and specialist help
In-app and on-site tools

You can manage play and spending directly from your Account Settings:

• Deposit limits (daily/weekly/monthly)
• Loss limits
• Session time-outs (15, 30, 60, 120 minutes)
• Cooling-off period (7 days)
• Self-exclusion (6 months, 1 year, or permanent)
• Reality Check reminders

If you need help setting any of these tools, contact Live Chat or econtact us via email and request assistance.

External support and links

We provide direct links to Australian support organisations in the Responsible Gambling section of the site, in the app, and in email responses. These include:

• Gambling Help Online
• BetStop 
• Lifeline 
• National Council on Problem Gambling (NCPG)
• Gambler’s Anonymous Australia

If you would like assistance finding or using these resources, contact support.

Complaints, disputes and escalation
How to raise a complaint

Start with Live Chat for quickest review. If you prefer, contact us via email with a clear description, supporting documentation, and the outcome you seek.

What to expect next

Support will acknowledge your query and review the information provided. If an initial agent cannot resolve your issue, request escalation to a senior representative. If you have already used Live Chat, referencing the previous chat time and the account email helps speed follow-up via email.

Self-service help and reference pages

Before contacting support, you may find answers without waiting by checking the following on the site or in the app:

• Terms of Service (full list of accepted/restricted countries and account rules)
• Responsible Gambling page (tools, links to external counselling and BetStop)
• Cashier area (deposit/withdrawal options and KYC upload prompts)
• Promotions page (bonus rules and conditions)

If a self-service article does not resolve your question, open Live Chat or contact us via email and reference the article you consulted.

Multilingual support

• Primary support language: English.
• Russian support is available through Live Chat and Email; Russian Live Chat coverage runs between 21:00–06:00 UTC. For other languages (Spanish, German, French),contact us via email on a best-effort basis.

Practical tips for faster resolution

• For time-sensitive payment issues, start a Live Chat and have transaction references ready.
• For verification, attach clear scans or photos of ID and proof of address in your first email to avoid delays.
• Use the phone line during its operating hours for detailed discussions that benefit from spoken explanation.

Office reference

For formal correspondence or business enquiries, our registered office is located at 247 King Street, Sydney NSW 2000. For immediate account support, please use Live Chat, email, or the phone line above.

If you are ready to contact us now, choose Live Chat for the fastest response, contact us via email for document submissions and non-urgent matters, or call 1800-555-4278 during phone hours (Mon–Sat 09:00–18:00 AEST).