Support

Need help right now? Click the chat icon and connect with a live agent — our team is available around the clock to assist with account access, game issues, bonus questions, and transaction checks. Typical response time: immediate or within a few minutes, depending on queue. For urgent matters, live chat is the quickest way to get an answer and keep playing.

Email support when you need a record

Prefer to send details and attachments? Email support@scarletsandscasino.com and we’ll get back to you. Messages are monitored 24/7, and you can expect a reply within 12–24 hours for most requests. Complex account or payout reviews may take up to 48–72 hours while we investigate, and we’ll keep you updated until the issue is resolved.

Phone and callback options

If you’d rather speak by phone but don’t see a number listed, you can request a callback via email or live chat. We’ll arrange a time that works for you and aim to call back within the same business day, usually within a few hours. VIP members in the Royal Club receive priority access to dedicated support and faster callback windows.

Quick answers in our FAQs and Help Center

Many common issues can be solved instantly in our Help Center and FAQ pages — from account setup and verification to deposit and withdrawal steps, bonus rules for Sweeps Coins and Gold Coins, and state restrictions. Before contacting support, check the FAQs for step-by-step guides and screenshots that speed things up.

What to include to get help faster

When you contact us, please include your username, the email linked to your account, a clear description of the problem, and screenshots if possible. For payment questions, note the method used (MasterCard, Visa), transaction date, and amount. The more info you provide up front, the faster our team can resolve your request.

Support that knows the games and payments

Our agents are trained on our game providers, including Netgame and Novomatic, and are familiar with our sweepstakes model, bonus crediting, and redemption rules. Whether it’s missing bonus credits, withdrawal questions, or a technical game issue, we’ll walk you through the steps and escalate to specialists when needed. We never promise outcomes, but we commit to clear, timely updates until your issue is closed.

Responsible play and account controls

Your safety matters. If you need to set deposit limits, take a time-out, or self-exclude, contact support and we’ll help apply the tools you choose. We’ll also explain how wagering requirements work for Sweeps Coins and the steps to redeem eligible prizes.

We’re here to help — whether you have a quick question about a bonus, need help with a payment, or want VIP support through the Royal Club. For a full look at the site, check our Scarlet Sands Casino review. If you can’t find what you need, start a live chat or email support@scarletsandscasino.com and a friendly agent will assist you.