Contacting Here2Win Support
How you can email us
Our support address is [email protected], and every message sent there is read by the same team that staffs live chat. Email suits longer queries, such as sending a passport or Australian driver’s licence and a bank statement or utility bill for verification before a first withdrawal, because you can attach files and keep a written record of the exchange.
What we ask you to have ready
Tell us the email address your Here2Win account was opened with, the payment method involved and the approximate date and amount of any transaction you are asking about. For a verification question, name the document you are sending, and for a technical problem add the device, the browser or app you used and a screenshot of the error.
Use live chat when you need an answer while you are still logged in, for example a stuck deposit, a sign-in problem or a question about the welcome offer. Use email when the matter needs attachments or a record, such as a complaint or a request about your personal data.
How fast we reply
| Channel | Availability | Typical response | Best used for |
|---|---|---|---|
| Live chat | 24/7, AEST and AEDT included | During the chat session | Cashier, sign-in and verification questions |
| Messages accepted at any time | Normally within 24 hours | Documents, complaints and data requests |
When we are on shift
Live chat never closes, so an evening session in Sydney, a morning start in Perth and a late night in Melbourne all reach the same team. Our staff work across Australian time zones, which means you do not have to wait for AEST office hours to get help.
The chat team works in English, with German and other languages offered depending on your region, and email can be written in the same languages. We do not publish a phone number, so chat and email are the only two routes.