Contact Prince Ali Casino

Our support team remains available to answer questions, resolve technical problems, handle complaints. Several communication channels available according to urgency and request nature. This page details available options and expected response times.

We value each customer interaction. Constructive feedback continuously improves our services. Never hesitate contacting us, even for seemingly basic questions. Better clarify now than experience frustration later.

Live chat - immediate response

Live chat constitutes privileged channel for rapid assistance. Accessible via green bubble bottom right of each page, it instantly connects with agent.

Hours: 9:00am - 11:00pm (GMT+1), 7 days a week, including weekends and holidays. Outside these slots, contact form or email remain available.

Average response time: 2-3 minutes during off-peak hours, up to 10-15 minutes at traffic peaks (evenings 8pm-11pm, Sunday afternoons). Queue displays position and time estimate.

Use chat for: urgent questions requiring immediate clarification, blocking technical problems (impossible depositing, game won't load), withdrawal status verification, specific bonus activation.

Optimize chat conversation

• Prepare relevant information: account ID, transaction amount, concerned game name, screenshots if applicable
• Describe problem clearly in few sentences, chronological details if pertinent
• Stay polite even if frustrated, agents respond better to courtesy than aggressiveness
• Keep conversation transcript (save option at discussion end) as proof if later dispute

Support quality varies per agent. Some immediately resolve complex problems, others seem following rigid scripts. Persist politely if first response unsatisfactory, request escalation to supervisor if necessary.

Email - detailed requests

For non-urgent requests requiring detailed explanations or document attachments, email offers appropriate alternative.

Address: [email protected]

Response delay: 8-12 hours average, up to 24-48h during weekends or high traffic periods (month start, major promotion launches).

Use email for: formal complaints requiring documentation, complex account modification requests, regulatory/legal questions, sending voluminous KYC documents, detailed user experience feedback.

Efficient email structure

Subject: Concise and descriptive. "Withdrawal blocked 5 days - Account #12345" rather than vague "Problem".

Body: Brief context introduction, factual situation description, expected result. Avoid walls of text without paragraphs, aerate text to facilitate reading.

Attachments: Accepted formats JPG, PNG, PDF under 5MB each. Name files explicitly: "id_card_front.jpg" versus "IMG_2847.jpg".

Signature: Include account ID, registered email, possibly phone number if accepting callback. Facilitates identification without back-and-forth.

Structured contact form

Accessible via site "Contact" menu, web form guides request submission by predefined categories.

Available categories:

• Technical support (bugs, errors, connection problems)
• Financial questions (deposits, withdrawals, verifications)
• Bonuses and promotions (activation, conditions, wagering)
• Account verification (KYC, required documents)
• Formal complaint (disputes, disagreements)
• Improvement suggestion (constructive feedback)
• Other (miscellaneous not fitting elsewhere)

Choosing appropriate category routes request to competent department, accelerating processing. Form allows attaching up to 3 files simultaneously.

Response delay: Similar to email (8-24h), slightly prioritized as structuring facilitates automatic sorting.

Phone support

A number appears in legal notices but practical usefulness remains limited. +357 (Cyprus) implies international call rates, deterring most players. No local number currently available.

This channel mainly serves exceptional cases: VIP accounts with dedicated managers, major security emergencies (detected unauthorized access), situations requiring immediate verbal clarification impossible via writing.

For standard players, favor chat or email. Phone support systematically redirects to these channels anyway.

Formal complaint procedure

Persistent disagreement despite usual support contacts? Escalation process exists for handling serious disputes.

Step 1 - Standard support

First contact standard chat/email clearly explaining problem and hoped resolution. Document all exchanges (conversation screenshots, kept emails). Majority of situations resolved at this level.

Step 2 - Complaints department escalation

If initial response unsatisfactory, send formal email to [email protected] with:

• Chronological situation summary
• Copies of previous support exchanges
• Relevant supporting documents (screenshots, transaction statements)
• Concrete requested resolution

Complaints department processes cases within 7-14 days. Formal written response explains decision, sometimes proposes compromise if shared fault.

Step 3 - Curacao license mediation

Complaint rejected and maintained conviction of being wronged? Contact license authority Curacao eGaming via their disputes portal. Free process but requires exhaustive documentation. Long delays (several months), uncertain outcome.

Official site: curacao-egaming.com - "Player Complaints" section

Independent mediators

Several third-party organizations propose casino/player mediation. eCOGRA, IBAS (Independent Betting Adjudication Service), CasinoMeister intervene free if Prince Ali accepts their jurisdiction. Verify accreditations before submitting complaint.

Official coordinates

Headquarters

Betrust Entertainment B.V.
Kaya Richard J. Beaujon Z/N
Willemstad, Curacao
Netherlands Antilles

Chamber of commerce registration number: 152377

Note: This legal administrative address, no physical office receiving public. Postal mail possible but extremely slow (several weeks), favor electronic communications.

License

Curacao eGaming
License number: 8048/JAZ
Verification: verification.curacao-egaming.com

Data protection

Data Protection Officer (DPO): [email protected]
For GDPR requests (access, rectification, personal data deletion)

Availability summary table

Frequently asked contact questions

How long for email response?

Count 8-12h average, up to 24-48h weekends/busy periods. No response after 72h justifies follow-up or alternative channel attempt (chat).

Can I contact via WhatsApp?

No, Prince Ali doesn't currently operate support via WhatsApp. Beware numbers claiming representing casino on this app, probably scams.

Does support speak English?

Yes, English-speaking agents available during chat hours (9am-11pm). Outside hours, team responds, automatic translation possible if necessary.

How to obtain VIP status with dedicated manager?

No fixed public criteria. Sustained activity (regular deposits several hundred euros monthly) generally attracts attention. Support can manually upgrade loyal players. Structured VIP program in development will clarify access soon.

My emails remain unanswered, what to do?

Check spam/junk mail, responses sometimes filtered. Add [email protected] to contacts to avoid. If still nothing after 72h, follow up via chat mentioning initial email + sending date.

Your feedback matters

Each support interaction can be subject to satisfaction evaluation. After chat or email resolution, short form (1-5 stars + optional comment) measures service quality.

These feedbacks analyzed monthly identify trends: performing agents deserving recognition, failing processes requiring overhaul, recurring questions justifying enriched FAQ.

Improvement suggestions welcome even outside problem context. Email [email protected] receives constructive proposals on interface, games, promotions, missing features. No implementation guarantee but product team seriously studies user feedback.

Some current features (2FA, customizable limits, extended demo mode) emerged directly from community requests. Your voice truly influences platform evolution.