Talk to us at Posido
Whether it's a stuck withdrawal, a bonus question, or a login hiccup at 3am, our team is on the clock around the clock. Here's exactly how to reach us and how fast you'll hear back.
Our support channels
Live chat, email and hours
You can reach us two ways, and both are staffed 24 hours a day, 7 days a week, including public holidays. No queues that stretch into next week, no ticket black holes.
Live chat is the fastest route. Open it by tapping the chat bubble in the bottom-right corner of any page on posido-pokies.com, whether you're on desktop or mobile. First replies typically land in under 2 minutes, and most issues are resolved within a single session.
For anything that needs documents or a longer explanation, email [email protected]. We reply within 24 hours, usually much sooner. Attach your screenshots or receipts upfront and you'll cut at least one back-and-forth exchange.
- Live chat: chat bubble, bottom-right corner of every page, 24/7, first reply under 2 minutes
- Email: [email protected], 24/7 monitored, reply within 24 hours
- Languages: our team covers English, German, Norwegian, Finnish and Polish
| Channel | Availability | Typical response | Best for |
|---|---|---|---|
| Live chat | 24/7 | Under 2 minutes | Quick questions, technical glitches |
| 24/7 | Within 24 hours | KYC documents, payment proofs, disputes |
What we can fix
Account, payments, bonuses and more
Our agents handle the full range of account and gameplay issues, from a simple password reset to a withdrawal trace with the payment provider.
If your issue touches on responsible gambling, say so at the start of the conversation. Those requests get priority handling, and we can set deposit limits, loss limits, session reminders or a self-exclusion on the spot. If you need independent support, Gambling Help Online is free and available around the clock on 1800 858 858.
- Account and login: password resets, profile updates, dormant account reactivation
- KYC: document uploads, verification status, why a document was rejected
- Deposits and withdrawals: missing funds, transaction traces, limits (5,000 AUD daily, 15,000 AUD weekly)
- Bonuses: wagering on the 35x welcome package, free spins, cashback tiers, VIP level questions
- Technical: games not loading, error codes, mobile site issues
- Responsible gambling: limits, session reminders, self-exclusion, referral to Gambling Help Online
Check these before you write
Three quick checks that save time
Half the tickets we receive are answered by the player's own account page or the FAQ. Running through these three checks first often gets you an answer in 30 seconds instead of a chat wait.
One habit worth forming: screenshot any error message the moment it appears, with the time visible. That single image lets us trace the exact event in our logs and cuts resolution time dramatically.
- Open the FAQ from the site menu: bonuses, payments and verification answers are already written up
- Check your profile's KYC status: if documents show "under review", no message will speed it up
- Review your transaction history: pending deposits and withdrawals show their status there in real time
Who operates Posido
Licensing and formal correspondence
Posido Casino is operated by NovaForge Ltd under licence ALSI-152436011-FI2, issued by the Anjouan Gaming Authority (Comoros). If you need to send formal correspondence, including legal notices or complaints that email hasn't resolved, address it to NovaForge Ltd, the licence holder of record, and quote your account ID so it reaches the right desk.
Formal complaints follow a set path: raise the issue with support first, and if it isn't resolved to your satisfaction within 14 days, you can escalate it in writing. Keep your ticket number handy at every stage.
- Operator: NovaForge Ltd
- Licence: ALSI-152436011-FI2, Anjouan Gaming Authority (Comoros)
- Escalation window: 14 days from first contact
Press and partnership enquiries
Media, affiliates and business
Media outlets, affiliate partners and business enquirers have a separate inbox so player tickets never get buried under press requests. Send your proposal or interview request to [email protected] with "MEDIA" or "PARTNERSHIP" in the subject line, and our commercial team will respond within 3 business days. Include your outlet, audience figures or portfolio links in the first email to speed things along.
Frequently asked questions
Is Posido support really available 24/7?
Yes. Live chat and email monitoring run 24 hours a day, every day of the year, including weekends and public holidays.
How long does email support take to reply?
Within 24 hours at the outside, and usually within a few hours. Attach screenshots and your account details upfront to avoid delays.
Do you have a phone support number?
No, we don't run a phone line. Live chat and [email protected] cover everything a call would, with a written record of the conversation for both sides.
Who can I complain to if my issue isn't resolved?
Raise it with support first and quote your ticket number. If it's unresolved after 14 days, you can escalate in writing to NovaForge Ltd, our licence holder.