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Help and support at Infernos casino
The channels open to you, the response times actually recorded, and the tools for keeping a hand on your own play.
How to get in touch
Live chat
Open around the clock, in English. It is the fastest route for a locked account, a bonus question or a withdrawal still pending.
The better choice whenever something has to be attached: an identity document, a screenshot, an account statement.
The help centre
Answers to the most common requests, sorted by topic. Often quicker than waiting for an agent.
Our response times
| Channel | Opening hours | Response time |
|---|---|---|
| Live chat | 24/7 | Under 5 minutes |
| 24/7 | 2 to 12 hours | |
| Identity verification | Business days | Within 24 hours |
| Formal complaint | Business days | Up to 5 days |
Average times recorded over the last three months. They stretch during busy periods, in the evening and at the weekend.
Before you write to us
- Note the transaction number or the exact name of the game involved.
- Check that all your documents have gone through: half of all blocked cashouts come down to that.
- Reread the offer terms if the question is about wagering.
- Write from the email address tied to the account, otherwise nothing can be confirmed.
Responsible play at Infernos
Gambling has to stay a leisure expense, never a way to earn a living or fill a gap. Several tools sit inside your account, and none of them require you to explain yourself.
- Deposit limit: a daily, weekly or monthly cap. A decrease takes effect at once, an increase after a 24 hour cooling off period.
- Stake limit: a maximum amount per spin, useful for avoiding slips at the end of a session.
- Time out: from 24 hours to 30 days. The account is frozen while the funds stay available for withdrawal.
- Self exclusion: from 6 months to permanent. It cannot be lifted before it runs out.
Where to find help
If gambling starts taking up too much room, trained people will listen, free of charge and without judgement.
| Organisation | Contact |
|---|---|
| BeGambleAware | begambleaware.org |
| Gambling Therapy | gamblingtherapy.org |
Both services are free and open every day, wherever you are. The exchange stays anonymous and confidential. Gambling is closed to anyone under 18.
Join Infernos Casino
Someone answers in English at any hour, including well before a first deposit is made.
Open your accountFAQ
Is support really staffed at night?
Yes. Live chat is staffed 24 hours a day, seven days a week, by English speaking agents. The average recorded wait is under five minutes, including in the middle of the night, with a slight stretch during the evening peak.
My withdrawal has been pending for two days, what should I do?
Start by checking that all your documents have been accepted: that is by far the most common cause. If everything is approved and the stated time for your method has passed, bring the transaction number to live chat.
Can I close my account permanently?
Yes, from the account settings or on a simple request to support. The real money balance goes back to your last payment method before closure. A permanent self exclusion cannot be reversed.
How do I change a deposit limit?
From the dedicated section of your account. A decrease applies immediately. An increase only takes effect after a 24 hour cooling off period, so that no decision is made in the heat of a session.
