Write to [email protected]

A single mailbox handles the lot: [email protected]. Matilda Spencer keeps it herself rather than farming it out to an external help desk. You'll usually hear back inside two business days, Monday through Friday on Australian Eastern time. Anything that reaches us late on a Friday is normally answered by Tuesday, and privacy requests are always resolved well inside the 30-day limit the Australian Privacy Act 1988 sets.

Including the full URL of the page you're asking about speeds things up, and so does a screenshot or the exact passage of wording you'd like us to look at.

What to send our way

  • Corrections and updates. Flag anything on the site that no longer squares with what an operator currently offers, and we'll re-check the detail and refresh the page.
  • Player tips and firsthand reports. A real story — a KYC review that stretched out for weeks, a support agent who actually sorted the problem — slots straight into our retest queue and can push a casino up or down the rankings.
  • Operator submissions. Casinos going after Australian players are welcome to put themselves forward for review. Every verdict comes out of our own hands-on testing, and no listing or rating is ever for sale.
  • Press and media. Journalists, podcasters and researchers reach Matilda at the same address; add "Press" to the subject line so your note jumps the queue.
  • Privacy and data requests. Handled through this inbox; the Privacy Policy walks through the mechanics.

What we can't help with

One point is worth saying straight: casinau.vip is an independent review site and nothing more. We don't operate a casino, we hold no player accounts, no deposit or withdrawal ever flows through anything we run, and we have no power to step into a dispute between a player and an operator. Locked accounts, lost logins and sluggish withdrawals always need to go through the casino's own support team first.

Unresolved disputes belong with the regulator, not with us

If an operator has refused to resolve a legitimate complaint, escalate it to the licensing authority that oversees them, not to us. For Australian-licensed online wagering providers the relevant body is the Australian Communications and Media Authority (acma.gov.au), the regulator responsible under the Interactive Gambling Act 2001. Verify the operator's licence on ACMA's public register, then lodge your complaint through the right channel. Operators are legally required to engage with that process.

If gambling has started to weigh on you or on someone close to you, our Responsible Gambling page lists free, confidential Australian helplines, including Gambling Help Online on 1800 858 858. Adults 18 and over only.