Talk to our support team
Our support crew works around the clock, so you never wait long for an answer. Here is exactly how to reach us, what we can sort out for you, and what to check first so we can resolve your query on the first contact.
How to reach us
We keep two contact channels open, and both run 24/7. Pick whichever suits the moment; nothing gets lost between them.
| Channel | Where to find it | Hours (AEST/AEDT) | Typical response |
|---|---|---|---|
| Live chat | Chat bubble, bottom right corner of any page on ohmyspins-aud.com | 24 hours, 7 days | Under 2 minutes in queue, usually instant |
| [email protected] | 24 hours, 7 days | Within 24 hours, often 2-6 hours | |
| VIP manager | Assigned to VIP levels 3-5; contact details appear in your account profile | Business hours by arrangement | Direct line, priority handling |
Making the first message count
One clear message beats five short ones. Tell us your registered email, the amount or bonus in question, and roughly when the issue started. Screenshots help enormously with payment or display glitches; attach them to the email or drop them straight into the chat window.
What we can fix for you
If it touches your account, your money or your play, we can look at it. These are the requests our agents handle every day.
- Account issues: login failures, password resets, personal detail updates and account closure requests.
- KYC verification: guidance on uploading your ID, proof of address and payment method documents before your first withdrawal.
- Deposits: missing PayID, Neosurf or crypto deposits, plus questions on the 15 AUD minimum.
- Withdrawals: pending payouts, the 7,500 AUD daily and 15,000 AUD weekly limits, and the 0-72 hour processing window.
- Bonuses: wagering on the 35x requirement, the 200 free spins on your welcome package, reload offers and 10% weekly cashback.
- Technical problems: game loading errors on iOS or Android, frozen rounds and settlement disputes.
- Responsible gambling: setting deposit limits, loss limits, session reminders, self-exclusion and referrals to Gambling Help Online on 1800 858 858.
Payment investigations
For money matters we need a transaction reference. Your transaction history in the account area shows the timestamp and amount; quote that in the message. Deposits via Bitcoin, Ethereum, Litecoin or Tether sometimes take a few confirmations on the blockchain before they land, and our agents can check the status with you in real time over chat.
Check these first
Roughly a third of the tickets we receive get solved by the player in under a minute with one of these checks. Try them before you write; if they do not help, we are a click away.
- KYC status: open your profile and see whether any verification documents are still marked as pending.
- Transaction history: confirm the deposit or withdrawal actually shows in your account before reporting it missing.
- Bonus terms: reread the wagering and validity details on the promotion page; the 10-day bonus window catches a lot of players out.
- Active balance: bonuses lock funds until wagering is complete, which looks like a withdrawal button that refuses to work.
- Game rules: the info panel inside each slot covers paytables and bonus mechanics without needing an agent.
When it is genuinely urgent
Stuck withdrawals, suspected account access by someone else and gambling-harm concerns skip the queue. Say so in the first line of your message and mark it urgent; those three categories get routed to senior agents immediately, any hour of the day.
Press and business enquiries
Media outlets, affiliates and prospective game studios reach a separate desk, not player support. Send partnership proposals, interview requests and licensing questions to the business contact address listed in the site footer, and include your outlet or company name plus the campaign details. This mailbox answers within two business days, Monday to Friday.
Frequently Asked Questions
Is Ohmyspins Casino support really available 24/7?
Yes. Live chat and email support run 24 hours a day, seven days a week, including public holidays. Chat queues are usually under two minutes at peak times.
Which email address should I use for support?
Write to [email protected] from the email registered on your account so we can verify you straight away and reply within 24 hours.
How long do withdrawals take once support approves them?
We process withdrawals within 0-72 hours. E-wallets and crypto usually land within hours of approval, while Visa, Mastercard and bank transfers take a few business days on top.
Can I get help with responsible gambling limits?
Yes. Chat or email us any time to set deposit limits, loss limits, session reminders or self-exclusion. For free confidential support in Australia, call Gambling Help Online on 1800 858 858.
Do I need to complete KYC before contacting support?
No, you can contact us before, during or after verification. We do need your ID, proof of address and payment method verified before your first withdrawal, and our agents will walk you through the uploads.