Help with your VegasNow account

As well as email, you can reach us through the Live Support entry on the casino site itself. Each suits a different kind of question:

• Live chat works for quick questions mid-session: which code belongs to which welcome stage, where a setting lives, or why a page has stopped responding.
• Email to support@vegasnow.com works for anything that needs a written record, such as a withdrawal query, a document request, a complaint, or a request to close or exclude your account.

If a chat turns to money or documents, ask for a case reference and carry on by email under it, so the whole history sits in one thread. And check every address against this page before you write. A profile calling itself “VegasNow support” that asks you to confirm your login or send ID somewhere new is not us; ignore it and let us know.

If an answer leaves your question open, reply in the same thread and keep the case reference. Name the one point still unresolved and quote the part of our earlier reply you are responding to. Unrelated issues are easier to track as separate emails.

Under our terms, complaints go through customer support for internal review, so ask for a complaint reference and the next step. A formal complaint reads most clearly when it lists the dates, amounts and references, the outcome you want, and the licence holder, Just Entertainment B.V., with licence number OGL/2024/164/0246. We do not publish a fixed reply time, so ask when to expect the next update rather than sending the same message again.

Your balance is A$250 and you ask for it to go to your bank through PayAnyBank, but the cashier refuses the request. Nothing is stuck: bank routes (Inpay, PayAnyBank and Wire) start at A$300, so A$250 falls A$50 short of the floor.

The useful question is which route can take that amount. MiFinity covers A$30 to A$4,000 and crypto has per-coin ranges such as 20 to 4,000 USDT, but the answer for your account depends on how you deposited and whether the method is in your name. Ask it plainly: “My balance is A$250, under the A$300 bank minimum. Which withdrawal routes are open to me for this amount?”

Please don't keep playing just to lift the balance past A$300; that turns a payment question into a gambling decision. If our reply raises verification or the 3× deposit turnover, deal with each as its own step.

Registration and verification are separate. You can sign up, deposit and play first; we will ask for verification documents later, at the latest before your first withdrawal. Completing it early means your first cash-out is not waiting on paperwork.

1. Wait for our request or ask for it. Email support@vegasnow.com if you want to verify before you need to withdraw.
2. Send clear copies. Make sure all four corners of each document are visible and the text is readable.
3. Match your account details. The name and date of birth on your documents should match what you entered at sign-up.
4. Watch your inbox. If anything else is needed, we will tell you by email.

The registration page explains what you enter at sign-up and why it matters at verification.

You deposit A$80 for the second welcome stage, expecting a 100% match: A$80 in bonus funds carrying A$3,200 of wagering (A$80 × 40), plus 50 free spins. Your balance shows only the A$80. Before writing in, run four checks:

1. Was VEGAS2 entered with the deposit rather than afterwards?
2. Was the first-stage bonus still running? Only one bonus can be active at a time.
3. Had that first bonus finished, been declined or passed its 7 days?
4. Is it only the spins that are missing? They are released once the deposit has been wagered once, which here means A$80 of play.

Then send us the answers along with the deposit time, amount and method. If the code was left out, ask whether the offer can still be applied rather than assuming it will be. And if you would prefer to keep the A$80 free of wagering, tell us: any bonus can be declined. The promo codes page shows where each code goes.

Points are earned on real-money play: 1 redeemable point and 1 status point per A$25 wagered on slots, 1 point per A$100 on roulette, and 1 point per A$250 on blackjack and baccarat. Points are counted on wagers made with real money and the rate depends on the game type, so if your total looks lower than expected, check which games the session was spent on.

Points are exchanged in the Loyalty Store, from 200 points for A$5 at the Golden Glimmer level, and the bonus you receive carries 40× wagering. Status points decide your level, from Golden Glimmer I through to Bella Vista at 5,000,000 status points.

VIP Lounge membership is by selection, based on dedication and regular activity, and you are welcome to contact us about VIP access. VIP status can carry different withdrawal or daily limits at our discretion. The VIP and loyalty page sets out the published levels and benefits.

VegasNow runs in your browser on desktop and mobile, so many display problems are solved by refreshing the page, updating the browser or clearing its cache for the site. If you use the Home Screen icon and it asks you to sign in again, that is expected after a sign-out or cache clear. When writing to us about a display issue, mention your device, operating system and browser. The mobile page covers Home Screen setup on iPhone and Android.

Customer care is also the place to ask about deposit limits and self-exclusion. You can set limits in your account, and if you would like help choosing a limit or want to take a longer break, write to us and we will apply it.

Asking for a limit is never an unusual request. It is one of the most useful emails a player can send us.

Samuel Thomas, VegasNow

If gambling is causing worry for you or someone close to you, free and confidential help is available from Gambling Help Online on 1800 858 858, any time of day. Our responsible gambling page explains each tool in your account.

Writing to the wrong organisation costs time, because each one can only see its own side of a transaction.