Support

At Scarlet Sands Casino, we know questions come up — whether you’re setting up an account, checking a deposit, cashing out Sweeps Coins, or troubleshooting a game from Netgame or Novomatic. Our goal is to make support simple, friendly, and fast, so you can get back to playing with confidence.

How to reach us

Live chat: click the chat icon on the site for a real-time conversation with an agent.
Email: send detailed questions to support@scarletsandscasino.com and we’ll follow up.
Phone or callback: if you prefer to speak by phone, request a callback via live chat or check your account area for local numbers and scheduling options.

If you want a deeper look at the site while you wait, you can read our full review of Scarlet Sands Casino.

What to expect — typical response times

We aim to resolve issues quickly and clearly:

Live chat: immediate connection or a short wait (usually a few minutes) for an available agent.
Email: expect a reply within 24 hours; most requests are answered sooner.
Phone/callback: if arranged, agents will confirm timing in chat or email and try to reach you the same day.

We’re committed to 24/7 availability so help is there when you need it, day or night.

Quick answers in the Help Center

Before contacting an agent, check our Help Center for fast, self-service solutions. You’ll find clear guides on:

Account setup and verification.
Deposits and withdrawals, including MasterCard and Visa processing.
Sweeps Coins (SC) and Gold Coins (GC): how they work, 1x wagering for SC, and redemption rules.
Promotions and the Extra 100% Welcome Drop, Daily Blaze, and other bonus mechanics.
State restrictions and eligibility questions.

These pages are designed to solve common issues without waiting for a reply.

How we handle your issue

Our support team is trained to handle account, transaction, and gameplay questions with care and clarity. When you contact us, please include:

Your account username or registered email.
Date and time of the issue, and any transaction ID if relevant.
A screenshot or short description of the problem.

Providing these details helps us diagnose and resolve things faster, often in the first reply.

Practical tips to speed things up

Keep replies concise, attach screenshots, and list the exact steps you took. If your question is bonus-related, mention the promotion name (for example, “Extra 100% Welcome Drop” or “Daily Blaze”) so we can pull the right terms quickly. For withdrawal requests, having your account verification documents ready speeds processing.

Warm, competent help — and responsible play

We treat every player with respect, and our team aims for fair, transparent resolutions. If you’re unsure about limits, self-exclusion, or deposit controls, support will walk you through responsible gambling tools and options to keep play balanced and enjoyable.

Reach out anytime — friendly help is close at hand, and we’re here to get you back to the fun without fuss.