Get in Touch with the God of Coins Team

Support Channels at a Glance

Live Chat

Live chat is the fastest way to reach us and is available directly from any page on the site. Click the chat icon in the corner of your screen to open a session with a support agent. Our team is staffed around the clock, including weekends and public holidays, so there is no period when the channel is unstaffed.

Live chat is the recommended first step for login issues, bonus activation queries, payment delays, and any time-sensitive matter. If a query requires your account to be reviewed, an agent can access your account details in real time and resolve most issues without escalation.

Email Support

For enquiries that require document attachments, detailed explanations, or written confirmation, reach our team at [email protected]. Email is also the appropriate channel for KYC document submission and formal complaints. Our standard response time for email is within 24 hours during normal operations, though straightforward queries are often answered sooner.

For data protection matters specifically - including requests relating to personal data access, correction, or deletion - you can contact our Data Protection Officer at [email protected].

Common Reasons Players Contact Us

Account verification is the most frequent category of support enquiry. KYC is required before your first withdrawal and involves submitting a government-issued ID (passport, driver’s licence, or national ID card), proof of your residential address (a utility bill or bank statement dated within 90 days), and confirmation of your payment method. Submitting these documents proactively after registration - before you need a withdrawal - avoids any delay later.

Payment questions are the second most common category. If a deposit has not appeared in your account or a withdrawal is taking longer than expected, live chat can check the transaction status in real time. Cryptocurrency deposits require blockchain confirmation before funds are credited, and withdrawal pending times are up to 24 hours before funds reach the payment method.

Bonus queries, including questions about wagering progress, which games count toward playthrough, or why a bonus has expired, are also handled by the live chat team. Having your account email address ready when you open a chat session speeds up the verification step.

What to Have Ready Before You Contact Us

Providing a few pieces of information at the start of a support interaction significantly reduces resolution time. Have your registered email address, a description of the issue (including any error messages exactly as they appeared), and the date and amount of any transaction involved. For document-related queries, ensure files are clear, well-lit, fully in frame, and legible - blurred or cut-off documents are the most common reason for KYC delays.

VIP and Priority Support

God of Coins Gold tier members (11,000 wager points and 500 deposit points) and Platinum tier members (800,000 wager points and 35,000 deposit points) receive access to a dedicated support line with priority handling. Dedicated agents for VIP accounts can assist with higher withdrawal limit adjustments, personalised bonus arrangements, and account management at a senior level. Contact the standard live chat to be connected to your dedicated agent if you are a Gold or Platinum member.

Dispute Resolution and Complaints

If you have a complaint that has not been resolved to your satisfaction through our support team, you are entitled to escalate it to the Curacao Gaming Control Board (CGA), which is the supervisory authority for our licence issued to Terdersoft B.V. Details of the escalation process are set out in our Terms and Conditions. We aim to resolve all complaints at first contact where possible, and our team is trained to follow a formal complaint procedure for matters that cannot be settled immediately.