Contact EgoGames: Live Chat Around the Clock

Questions about a deposit, a bonus, a tournament or verification? Our customer service is there for all players, seven days a week and around the clock. On this page we explain through which channels EgoGames can be reached, which details speed up a request and what should be kept in mind for security reasons when getting in touch.

Live Chat: The Fastest Way

The live chat is the most direct line to our team. It is staffed around the clock, including weekends and public holidays.

This is how the chat works:

1. Click the chat button at the edge of the screen.
2. Fill in the short form: name, email address and the relevant department, for example payments, bonus or verification.
3. Describe the matter. The request is forwarded directly to the responsible colleagues.

Selecting the department pays off: a question about a withdrawal goes straight to someone who can see the payment status, and a bonus question to someone who knows the promotion terms in detail. The chat works on a computer just as it does in our web app on a smartphone.

Contact by Email

For detailed matters where documents or longer descriptions are needed, contact by email is also possible. A reply usually arrives within a few hours. The email address of our customer service is stored in the player account and in the live chat.

We do not offer a telephone hotline. Instead, the live chat is available at any time and makes it possible to share messages, transaction numbers and screenshots directly.

These Details Speed Up a Request

The more precisely a request is described, the faster it can be resolved. The following details have proven useful:

For Deposits and Withdrawals

• amount and currency
• date and approximate time
• chosen payment method
• transaction number, if available
• for cryptocurrencies, the network used and the transaction ID

For Questions about Bonuses and Promotions

• name of the promotion, for example welcome package, Wednesday reload or weekend reload
• time of activation
• current status of the bonus wagering

The terms of all offers can also be found on our bonus page and under promotions.

For Tournaments

• name of the Battle
• title played
• time of the round that should have been scored

The rules of every Battle are on the respective tournament card under tournaments.

For Technical Problems

• device and operating system used
• browser and version
• game title and round number, if shown
• error message displayed
• a screenshot without visible sensitive data

For Verification

• which documents have already been uploaded
• which of the four steps is still open
• whether an error was shown during the liveness check

What Happens after a Request

Every request in the live chat is assigned to a department and taken over by a team member. Simple questions, for example about bonus terms or installing the web app, are usually resolved directly in the conversation. For matters that require a review, for example an open withdrawal status or a disputed tournament score, we record the case, check it in the background and get back with the result.

A practical note: several parallel requests on the same topic do not speed up processing; they tend to make it more confusing. It helps more to submit one request completely with all details and wait for the response. Additional deposits or further game rounds also do not resolve an open review any faster.

Players from VIP level 11 also have a personal manager as a permanent contact person. Many matters can be resolved even faster through this direct contact.

Complaints

If a matter has not been resolved satisfactorily after the first answer, a formal complaint can be submitted via live chat or by email. We ask for an objective description of the matter with date, amount, game title and transaction number. Every complaint is carefully reviewed, and we get back with a reasoned answer. Further rules on this can be found in our terms and conditions.

Topics We Help With

Our team supports all questions concerning the player account, including:

• registration, login and password recovery
• activating two-factor authentication
• deposits and withdrawals as well as withdrawal limits
• verification and document upload
• bonuses, free spins, cashback and the Coin Shop
• tournaments and leaderboards
• VIP levels and benefits in the VIP Club
• installing the web app on iOS and Android
• self-exclusion and account closure

Answers to many typical questions can also be found in the help section, which is linked in the footer and covers topics such as deposits, withdrawals, bonuses and verification.

Contact for Privacy Questions

Our customer service also accepts requests concerning personal data, for example for access, rectification or erasure. To protect account holders, we check the identity of the person making the request before processing it. Which rights exist under the GDPR is explained in our privacy policy.

Contact in the Web App

Anyone using EgoGames on mobile reaches the live chat in the web app via the same button as on a computer. Screenshots are particularly easy to take on a smartphone and share in the chat, for example in the case of an error message in a game. Before sending, a quick check is worthwhile to make sure no card details or ID numbers are visible in the image.

Security When Getting in Touch

Our team never asks for a password, neither in the chat nor by email. Anyone who receives such a request is not dealing with EgoGames and should report the incident to us directly in the live chat.

A few more tips for safe contact:

• never write full card numbers or security codes in a message
• only submit documents via the designated upload in the account
• always check the address egogames1.casino before logging in
• in the case of unexpected messages in the name of EgoGames, check via the live chat if in doubt

Help with Gambling Behaviour

Anyone who needs a break from gambling can have a self-exclusion set up via the live chat at any time. Our team puts it in place without further questions. Independent, free advice is offered by the BZgA advice line on gambling addiction on 0800 1 37 27 00 and by the platform check-dein-spiel.de. More on this on the responsible gambling page.

Frequently Asked Questions