Questions come up at every stage of playing with us, from setting up an account to understanding how withdrawals work. We've pulled together the answers our players ask for most, written the way we'd explain things if you called us directly. ElaraBet operates under Curaçao license 8048/JAZ, so everything below reflects how we actually run things on our platform.
Contact and Technical Support
How do I get in touch with your support team?
Live chat is the fastest route and sits right on our site, available around the clock. Our support team also handles email queries for anything that needs a bit more detail or documentation.
What hours is support available?
We staff live chat 24 hours a day, seven days a week. There's no time zone where you'll find us closed.
How long does it take to get a reply?
Live chat responses typically land within a couple of minutes. Email queries take longer, usually within 24 hours, depending on how complex the issue is.
Can I contact you if I'm outside the UK?
Yes, our support channels work the same regardless of where you're logging in from. The experience doesn't change based on location.
Is there a phone line for urgent issues?
We don't currently offer phone support. Live chat covers urgent matters just as effectively and connects you to a real person straight away.
Casino Games and Fairness
Are the games on your platform fair?
Every game we offer runs on certified Random Number Generator technology. This applies across slots, table games, and everything in between, so outcomes are never influenced by us.
Who provides the games you offer?
We work with a range of established software studios to build our library. This means you'll find a mix of styles, volatility levels, and themes rather than one single provider's catalogue.
Can I check the return-to-player rate before playing?
Yes, RTP information sits within each game's information panel. We display this because we think players deserve to know the numbers behind what they're playing.
Do you add new games regularly?
We update our library frequently, adding new titles as they become available from our partnered studios. Returning players will usually spot something fresh within weeks.
Can I try games without betting real money?
Most of our slots and table games include a demo mode you can access without logging in. It's a useful way to get familiar with mechanics before committing funds.
Payments, Deposits and Withdrawals
What payment methods do you accept?
We support a range of options including debit cards, bank transfers, and several e-wallets. The full list is visible at the cashier once you're logged in, since availability can shift slightly over time.
How long do withdrawals take to process?
We process most withdrawal requests within 24 hours on our end. From there, the time it takes to reach your account depends on the method you've chosen, with e-wallets usually arriving faster than card payments.
Is there a minimum deposit amount?
Yes, minimum deposits start at a low threshold so players can get started without committing large sums upfront. The exact figure is shown at the cashier before you confirm.
Do you charge fees on deposits or withdrawals?
We don't apply fees on standard transactions. Your payment provider may apply its own charges depending on the method and your bank, which sits outside our control.
Why might a withdrawal be delayed?
Delays usually trace back to incomplete verification or a mismatch between payment details. Completing your KYC checks ahead of time keeps this process running smoothly.
Bonuses and Promotions
How do I claim a welcome bonus?
New accounts can usually claim a welcome offer during registration or shortly after, depending on the promotion running at the time. We display the current offer clearly on our homepage and promotions page.
What are wagering requirements?
Wagering requirements set out how many times you need to play through a bonus amount before any winnings become withdrawable. We list these terms alongside every promotion so there's no guesswork involved.
Do all games count the same towards wagering?
No, contribution rates vary by game type. Slots often count fully towards wagering, while table games typically contribute at a reduced percentage, so it's worth checking the specific terms before relying on a particular game.
Can I use more than one bonus at a time?
Generally, one active bonus applies per account at any given time. This keeps wagering tracking accurate and avoids confusion over which terms apply to which funds.
What happens if I don't meet wagering requirements in time?
Bonus funds and any related winnings expire if the wagering period closes before requirements are met. We recommend checking the expiry date listed in the bonus terms so you don't lose progress unexpectedly.
Technical Assistance
The site won't load properly, what should I do?
Clearing your browser cache or switching browsers usually resolves loading issues. If the problem continues, our support team can check for anything specific to your account or device.
Why does a game keep freezing or crashing?
This often comes down to connection stability or an outdated browser version. Updating your browser and confirming a stable internet connection resolves most cases we see.
Do I need to download anything to play?
No, our games run directly through your browser without any downloads required. This keeps things simple whether you're on a laptop, tablet, or phone.
Which browsers work best on your platform?
We recommend current versions of Chrome, Safari, or Firefox for the smoothest experience. Older or outdated browser versions sometimes struggle with newer game builds.
Why can't I log into my account?
Login issues are usually tied to incorrect credentials, a forgotten password, or a temporary account restriction. Resetting your password through the login page sorts most cases within minutes.
What should I do if a deposit doesn't reflect in my balance?
Give it a few minutes, since some payment methods take a short while to confirm. If funds still haven't appeared after fifteen minutes, reach out to our support team with your transaction reference so we can check directly.
Account Management
How do I verify my account?
Verification involves uploading a valid ID document and sometimes proof of address. We ask for this to confirm your identity and keep your account secure, in line with standard KYC practice across licensed platforms.
Can I change my registered email or phone number?
Yes, contact our support team with the updated details and they'll guide you through the verification steps needed. We can't make changes without confirming it's genuinely you requesting them.
What if I forget my password?
The login page includes a password reset option that sends a secure link to your registered email. This gets you back into your account within a couple of minutes.
Can I close my account?
Yes, reach out to our support team and they'll process the closure request. You can also set temporary breaks or exclusions through your account settings if you'd rather pause than close completely.
Why was my account temporarily restricted?
Restrictions typically happen during routine security checks or incomplete verification. Our support team can explain the specific reason and what's needed to lift it.
Live Casino Games
What live casino games do you offer?
Our live casino includes roulette, blackjack, and baccarat tables streamed with professional dealers in real time. New tables and game shows get added periodically as our studio partnerships grow.
Are live dealers real people?
Yes, every live table is hosted by a trained dealer streaming from a professional studio. There's no automation involved in how the games are dealt or run.
Can I chat with the dealer during a live game?
Most of our live tables include a chat function so you can interact with the dealer and other players at the table. It adds a social element that regular RNG games don't offer.
Do live casino games have higher minimum bets?
Minimum bets vary by table, with some designed for smaller stakes and others aimed at higher rollers. The limits are displayed clearly before you join any table.
Can I play live casino games on mobile?
Yes, our live tables stream through mobile browsers just as they do on desktop. Connection speed affects stream quality more than the device itself.
We're committed to responsible play across our platform. If gambling stops feeling like entertainment, free tools including deposit limits, time-outs, and self-exclusion are available in your account settings. Support is also available through GambleAware on 0808 8020 133. Our services are intended for players aged 18 and over only.