Contact Richard Casino Support
The fastest answer at Richard usually arrives on live chat — but only at the right hour. We tested all three channels over a fortnight to see where the queue actually sits, and where the wait turns into something else.
Channels At A Glance
| Channel | Best For | Tested Median Reply | AEDT Hours |
|---|---|---|---|
| Live chat | Account lockouts, deposit queries, bonus questions | 48 s (peak), 2 m (off-peak) | 24/7 |
| Email — [email protected] | KYC documents, complaints, anything with attachments | ~4 h | 24/7 queue, AEDT-overlap fastest |
| Contact form | Non-urgent feedback | ~6 h | 24/7 |
Which Channel For Which Hour
Between 09:00 and 17:00 AEDT, live chat is staffed at full strength and the queue rarely climbs above one minute. From 23:00 to 04:00 AEDT — when the offshore desk overlaps with European morning — the chat queue stretches towards three minutes but rarely longer. The dead band is 05:00–07:00 AEDT; if your question is at all complex, email beats chat by a clear margin in that window.
Submitting A Complaint
If a chat agent can't resolve your matter, ask for it to be escalated to the complaints team via email — [email protected] — with your account ID, the date and time of the issue, and screenshots. We commit to a substantive reply inside seven calendar days. If you are still not satisfied, the unresolved matter can be referred to the Curacao Gaming Control Board, which issues the licence under which we operate.
What Support Can't Do
Honest contra-thesis: the chat team cannot override KYC, change locked bonus terms or refund losses on completed wagers. If your question is one of those, save the time and read our T&Cs or RG tools first.