Contact Us

Welcome to the official contact page for GoldenRoo Casino Australia. Here you can reach our team quickly, get help with your account, and share feedback about your experience at our online casino.

About GoldenRoo Casino

GoldenRoo Casino is an online and live casino brand operated by Tusitier LTD, a company registered in the Marshall Islands. We operate under a gaming licence issued by the Anjouan Gaming Authority in the Autonomous Island of Anjouan, Union of the Comoros (licence number ALSI-202505043-FI2, status: Active).

Our platform is built for adults who enjoy online casino entertainment in a safe and responsible setting. We focus on fair play, secure payments and clear terms. With more than 10,000 games from over 100 providers, GoldenRoo Casino brings slots, live tables, instant win games and game shows together in one place.

Our Mission

Our mission is simple: to provide a safe, fair and enjoyable online casino experience where players feel respected and informed at every step.

To achieve this, the GoldenRoo Casino team follows a few clear principles:

Keep player safety as the first priority, with strict age checks and one account per person.
Offer a large game catalogue with clear rules and visible information.
Make payments clear and simple, with no casino fees on deposits or withdrawals.
Provide reliable support, available every day and night.
Support responsible gambling with practical tools and easy access to help.

How to Contact GoldenRoo Casino Australia

If you need help with your GoldenRoo Casino account, have a question about bonuses, or wish to raise a concern, you can contact us using the details below.

Primary Contact Email

For all general questions, account queries and feedback related to the Australian website, please email our support team:

Email: [email protected]

We aim to respond to all emails within 24 hours. During busier periods it might take a little longer, but our team reads every message and will answer as soon as possible.

Information to Include in Your Email

To help us respond quickly, please include the following details in your message:

Your full name and the email address linked to your GoldenRoo Casino account.
Your username or account ID (if available).
A short subject line (for example: “Deposit issue”, “Bonus question”, “Verification documents”).
A clear description of your question or issue, including dates and amounts where relevant.
Screenshots of error messages or payment receipts, if they help explain the situation.

Please do not share your password or full payment card numbers in any email. Our team will never ask you for your password.

Support Coverage and Topics

You are welcome to contact us about any part of your GoldenRoo Casino experience, including the points below.

Account registration and activation.
Login problems or password reset support.
Updating personal details such as email address or phone number.
Account closure requests.

Verification (KYC) Questions

GoldenRoo Casino follows strict verification rules before processing withdrawals. This helps protect players and supports anti-money laundering checks.

Questions about which documents are needed for KYC.
Status of your verification review.
Clarification on document validity periods and requirements.

Deposits and Withdrawals

Our payment system supports Visa, Mastercard, bank transfers, major e-wallets and leading cryptocurrencies, with clear minimums and maximums in EUR.

Deposit confirmation or missing deposit checks.
Withdrawal status and processing times for different methods.
Help with the rule that you must withdraw using the same method where possible.
Questions about the 1x wagering rule on deposits and the fee for unwagered withdrawals.

Bonuses, Promotions and VIP

GoldenRoo Casino offers a wide range of bonuses, including a three-deposit welcome package, weekly reloads, cashback, rakeback and a multi-level VIP program.

Help claiming the welcome bonus or other promotions.
Questions about wagering requirements, maximum bets and bonus validity.
Clarification on which games contribute to wagering.
Information about VIP levels, monthly bonuses, weekly personal offers and loyalty points.

Games and Technical Support

Game loading issues on desktop or mobile devices.
Problems during gameplay, such as frozen rounds or missing outcomes.
Questions about game rules for slots, live casino tables or instant win games.
Feedback on site speed, layout or features.

Responsible Gambling and Account Limits

We encourage all players to use our safer gambling tools. You can contact us for help with:

Setting or changing deposit, loss, wager or session limits.
Starting a short cooling-off period.
Requesting long-term self-exclusion.
Information about support organisations such as Gamblers Anonymous, Gambling Therapy and GamCare.

Safety, Age Limits and Fair Play

GoldenRoo Casino only accepts players who are at least 18 years old. Each player may hold only one account. We use TLS 1.2 encryption, secure data storage and active monitoring for fraud and money laundering. Third-party payments are not allowed, and VPN use is prohibited for account activity.

If you believe your account has been used without your permission, contact us immediately at [email protected]. Our team will review the case, lock the account if needed and guide you through the next steps.

Complaints and Dispute Handling

We aim to resolve all issues fairly and in good faith. If you wish to lodge a complaint, please outline the situation in detail in your email, including dates, game titles and transaction IDs where possible.

Stage 1: Our support team reviews your case and replies with an initial answer.
Stage 2: If you disagree with the outcome, you may ask for an internal review by a senior team member.
Stage 3: If the matter remains unresolved, we will inform you of your next options under our licence conditions.

We keep a record of all complaints and use this information to improve our service.

Data Protection and Privacy Enquiries

If you have questions about how GoldenRoo Casino handles your personal data, please contact us by email with the subject line “Privacy enquiry”. Our team can help with:

Questions about stored personal details.
Updates to your contact data.
Clarification of how long we keep certain records for legal reasons.

Before You Contact Us

Many common questions about registration, bonuses, payments and game rules are answered in our help and FAQ sections on goldenroo-au.com. Checking those sections first may give you an instant answer. If you still need help, our support team will be ready to assist.

Our Commitment to Australian Players

GoldenRoo Casino Australia is built with local players in mind. We work to keep the site clear, stable and secure so you can focus on your game sessions. Every email you send is handled by a trained agent who understands casino products, payment systems and safer gambling tools.

Thank you for choosing GoldenRoo Casino. If you have any questions, concerns or suggestions, please reach out to us at [email protected]. Your feedback helps us improve and keep GoldenRoo Casino a safe and enjoyable place to play.