Support

At Scarlet Sands Casino, our support team is here to make your play smooth and worry-free. Whether you have a question about your account, a deposit or withdrawal, a bonus, or a game, we treat every request with care and clear guidance. If you’d like more background on the site before you reach out, see our Scarlet Sands Casino review.

How to reach us — simple options that work

We keep support straightforward so you can get back to spinning the reels or trying your luck at fish and slot games. The main ways to contact us are:

Live chat: the fastest way to get help for account issues, game questions, and technical problems.
Email: support@scarletsandscasino.com for detailed inquiries, documents, or questions that need follow-up.
Phone/callback: available by request for certain issues or VIP members; ask the chat agent if you prefer a call.

We use familiar payment rails like MasterCard and Visa, and our team knows the ins and outs of purchases, “Redeem” redemptions, and Sweeps Coins (SC) vs. Gold Coins (GC), so you don’t have to explain the basics more than once.

Typical response times — what to expect

We aim to be quick and dependable:

Live chat: usually under 2 minutes during high-traffic times, often almost instant for simple requests.
Email: most messages are answered within 24 hours; many are resolved in 4–6 hours depending on volume.
Phone/callback: when arranged, expect a same‑day callback or scheduled appointment; VIPs often receive priority.

If an issue needs escalation (account verification, transaction review, or technical investigation), we’ll tell you the estimated timeline and keep you updated until it’s resolved.

Quick answers — our FAQs and Help Center

Before contacting support, check the Help Center for fast, self-service solutions. You’ll find clear guides on:

Account setup and email verification
Deposits, purchases, and the difference between GC and SC
How to use the “Redeem” tab and SC redemption limits ($25 gift card maximum from freeplay SC, up to $100 SC cash withdrawals where eligible)
Wagering rules (SC carry a 1x requirement)
Daily bonuses, the Royal Club VIP program, and promotions like the “Extra 100% Welcome Drop”
Mobile play, troubleshooting Netgame and Novomatic titles, and common error fixes

Those pages are organized so you can resolve routine questions in seconds, and they include the exact wording we use for bonus terms and cashout rules.

Personalized, knowledgeable support

Our agents are trained on account security, transaction reconciliation, and the specific rules that apply to Sweeps Coins and promotional credits. Expect staff who:

Speak plainly and walk you through next steps
Protect your privacy and require identity checks only when necessary
Escalate financial or technical matters to specialists when needed

Royal Club members receive an extra level of service, including dedicated support contacts and faster handling of complex requests.

What to have ready when you contact us

To speed resolution, have these details handy:

Your account email or username
Transaction IDs or screenshots for deposits or withdrawals
Date and time of the issue, and a short description of steps you tried
For verification, a government ID and proof of address may be requested

Providing this up front helps us resolve things faster, often in a single chat session or email exchange.

Safe play and support you can trust

We want you to enjoy playing responsibly. If you need help setting deposit limits, taking a break, or self-excluding, support will walk you through the available tools and tailor options to your needs. We also take security seriously and will never ask for full passwords or sensitive payment details in chat or email.

Reach out anytime via live chat or email at support@scarletsandscasino.com — we’re here to help, clearly and quickly, so you can focus on the fun.