Seven short answers covering escalation, licensing and data, so you can skip a chat.
trustDo I need to escalate if support misses the mark?+
Once a reply leaves you unsatisfied, reply to the same e-mail thread and ask for a review; that pass is handled by a different agent. If the outcome still falls short,
[email protected] puts it in front of the complaints team. Should that fail, take it to Gaming Control Board Curaçao, the licensing regulator.
trustDo I need a licence to check before I deposit?+
Every Run4win Casino player sits under a licence held by Run4win Casino N.V. of Curaçao, numbered OGL/2006/3687/838 and granted by the Gaming Control Board Curaçao. The company number is 300460, registered at Dr. M.J. Hugenholtzweg, Willemstad. You can verify both before your first deposit at A$14.
trustWhere do I find my account number for support?+
Your registered email address is what identifies you, so quote it in the first line of any chat, e-mail or call. Adding the last four digits of a deposit card speeds up a payment query. No agent ever asks for your password, and none needs it.
trustWhen will you answer my data request?+
Send requests for a copy or deletion of your personal data to
[email protected]. Deletion is normally confirmed within thirty days, though records a licence requires us to keep stay on file until that period ends. A copy usually arrives sooner, once identity is confirmed.
trustWhere do I send my ID for verification?+
Upload photo ID, proof of address and a payment card image through your account area rather than e-mailing files. Checks usually clear in fifty-two hours, measured in business hours. Only when nothing is outstanding does a withdrawal leave the queue.
trustWhat happens when I write in German or Spanish?+
English, German, French and Spanish are all answered by the same round-the-clock desk, so choose whichever reads most clearly to you. Live chat replies in about three minutes, e-mail within six hours and the phone in about one minute. Translation delays do occur on technical terms.
trustWhy would someone close a Run4win Casino account?+
Players close accounts over gambling habits, duplicate registrations or simply losing interest, and one request to
[email protected] does it. Balances come back to your chosen method before closing. Only one account per player is permitted, so duplicates get shut anyway.