Talk to the Bonuskong team

Every question you send us gets a real answer from a real person, day or night. Our care team works around the clock, and this page sets out exactly how to reach us, how fast we reply and what to have handy before you hit send.

Our Support Channels

Live chat

Open the chat window in the bottom right corner of any page on bonus-kong-casino.com and type your question. No queue-jumping tricks and no bot maze: after one short routing question you land on a human agent. Live chat runs 24/7, and during peak evening hours in Australia we keep extra staff online so the wait stays short.

Email

Write to [email protected] for anything that needs detail, screenshots or attachments. Attach your account username (never your password) and a short timeline of the issue. We reply to every email within 24 hours, usually within 4 to 6 hours for messages sent during Australian business hours.

Response times at a glance

Here is what you can expect from each channel, in local time.

What We Can Sort Out

No ticket is too small. If it touches your account or your money, it belongs with us.

• Account and login issues: password resets, username recovery, suspected unauthorised access.
• KYC and verification: which documents we need (government ID, proof of address, payment method verification) and where to upload them in your profile.
• Deposits and withdrawals: missing PayID or crypto payments, pending cashouts, our 15,000 AUD daily and 75,000 AUD monthly limits, or the 0 to 24 hour crypto and 1 to 3 business day fiat timeframes.
• Bonus questions: wagering on the 320% welcome package, the promo code KONG320, Monday reloads, Wednesday free spins, weekend cashback and Kong Wheel prize drops.
• Technical problems: a game not loading, a frozen round, or the mobile site misbehaving on iOS or Android.
• Responsible gambling: deposit limits, loss limits, session reminders, cool-off periods and self-exclusion. We can also point you to Gambling Help Online on 1800 858 858.

Check These Before You Write

Half of the tickets we close in a single reply come down to one of three quick checks. Run through this list first and your answer often arrives even faster.

• Scan the FAQ on the main page: bonus wagering, KYC steps and withdrawal times are covered there in plain terms.
• Open your profile and check your KYC status. If verification is still pending, that explains a held withdrawal without needing us to confirm it.
• Look at your transaction history before asking about a deposit or cashout. The reference number and timestamp you find there let us trace a payment in minutes instead of hours.

What to include in your message

Three details cut our reply time dramatically: your account username, the date and time of the issue, and any transaction ID from your history. For game faults, add the game title and a screenshot if you can. Never share your password or full card details; we will never ask for them, and our agents will confirm that in writing if you are unsure a request is genuine.

Formal Letters and Partnerships

Registered operator

For formal or regulatory correspondence, address letters to our operator, Kong Interactive N.V., licensed in Curaçao under number OGL/2024/2413/1228. Mark the envelope "Attn: Customer Care, Bonuskong Casino" so it reaches the right desk. Formal complaints raised this way are logged, referenced and answered in writing within 14 days.

Press and business enquiries

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A quick word from us

We launched in 2024 with one simple promise: no player waits in the dark. Whether it is a 2 a.m. chat about a stuck slot round or a detailed KYC question, our team answers, follows up and closes the loop. Write to us any time; that is what we are here for.

Frequently Asked Questions

Is live chat really staffed 24/7?

Yes. Chat runs every hour of every day, with extra agents rostered during Australian evening peak times. Average first response is under two minutes.

How long does email support take?

We answer every email within 24 hours. Messages sent during Australian business hours usually get a reply in 4 to 6 hours.

Can I call Bonuskong Casino by phone?

We do not run a phone line. Live chat and email cover everything faster, and both keep a written record of your conversation.

What should I never include in a support message?

Never share your password or full card details. Include your username, the date of the issue and any transaction ID instead. Our staff will never ask for your password.

Who do I contact for gambling help?

Alongside our in-house self-exclusion and limit tools, Gambling Help Online offers free, confidential support on 1800 858 858, 24 hours a day.