Live chat is available 24 hours a day, seven days a week from every page on the site. The chat icon sits in the bottom-right corner of the screen on both desktop and mobile. Before opening a chat, have your registered email address and the last four digits of your phone number ready - agents require both to access your account.
For non-urgent queries or written records of disputes, email support is available alongside live chat. Response times for email are typically within a few hours during normal activity periods. The email address for support is displayed in Account > Help Centre.
| Channel | Availability | Best For |
|---|---|---|
| Live chat (site widget) | 24/7, under 1 minute | Urgent account, payment, bonus issues |
| 24/7, response within hours | Disputes, written records, complex queries | |
| Telegram @Thrillcom | Extended hours | Alternative when chat widget fails to load |
| Discord | Community + team | General questions, community updates |
| X (Twitter) @Thrill_com | Extended hours | Announcements, public queries |
Having the right information ready before opening a chat or email significantly reduces resolution time. Agents cannot access account details without identity confirmation.
Official support staff will never ask for your full password, two-factor authentication code, full crypto wallet private key, or CVV. Any message - whether in chat, email, or social media - requesting these details is not from the official support team.
Most login failures resolve through the password reset flow on the login page. Enter your registered email address to receive a reset link. If 2FA is blocking access, contact live chat with your registered email and phone number - agents can initiate a 2FA reset after identity confirmation. Check Account > Play Safe before contacting support if you suspect a responsible gambling restriction is active - a self-imposed timeout or self-exclusion will block login.
For a deposit not showing, check the transaction hash in your external wallet and confirm it shows as confirmed on the blockchain before contacting support. For a withdrawal not received after the tier approval window has passed, open live chat with the transaction reference from Account > Cashier > Transactions. For full deposit and withdrawal troubleshooting steps, the relevant pages cover every scenario:
For a bonus that has not applied, the cashier log is the first place agents check. Provide your deposit timestamp and the code entered (if applicable). Agents can confirm whether the opt-in step was completed and whether a manual correction is possible under the current terms. Corrections can only be considered within the same session window as the original deposit.
Document rejections and manual review delays are handled via Account > Verification in the first instance. If a document has been under manual review for more than four hours without an update, contact live chat with your registered email. Do not resubmit documents while a review is in progress - it resets the queue position. For document requirements and tips to avoid rejection, the full guidance is on the verification page.
If a support interaction does not resolve your issue, ask the agent for a case reference number and request escalation to the compliance team. Follow up via email with the case reference, a full description of the issue, and any supporting screenshots or transaction hashes. Written email disputes receive a formal written response and create a documented record of the resolution process.
If an account-level dispute is not resolved to your satisfaction through internal channels, the licencing authority details are in the Terms and Conditions under the Legal section.
From Silver tier upward, a dedicated VIP host is assigned to your account. Host contact details appear in Account > Loyalty once tier status is confirmed. Hosts handle personalised offer queries, withdrawal escalations, and source of funds guidance during extended business hours. For urgent issues outside host availability, live chat is always the fastest route to resolution.
Via live chat (24/7, icon in the bottom-right corner), email (response within hours, address in Account > Help Centre), Telegram @Thrillcom, Discord, or X @Thrill_com.
The target response time on live chat is under one minute, 24 hours a day. During peak periods it may extend slightly - Telegram @Thrillcom is a fast alternative if the chat queue is long.
Your registered email address and the last four digits of your phone number are required for account access. For payment queries, also have the transaction reference from Account > Cashier > Transactions and the transaction hash ready.
No. Official support staff will never ask for your password, 2FA code, wallet private key, or CVV. Any request for these details is not from the official team - report it immediately.
Ask the live chat agent for a case reference number and request escalation. Follow up by email with the case reference and a full description. Written disputes receive a formal written response.
Yes. Live chat agents can help set up limits, initiate a timeout, or begin the self-exclusion process immediately. All limit tools are also self-serviceable in Account > Play Safe without needing to contact support.
No phone support is available. Live chat, email, Telegram, Discord, and X are the confirmed contact channels. Live chat is the fastest option for urgent queries.
From Silver tier upward, host contact details appear in Account > Loyalty after tier confirmation. For urgent matters outside host availability, live chat handles all queries 24/7.
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