Rich Royal's live chat runs 24 hours a day, seven days a week, and for anything that needs attachments or a written record there are separate email addresses depending on the type of query. Here you'll find each channel, when to use it and what to prepare before getting in touch.
Contact channels
Each channel covers a specific need. Choosing the right one shortens the time it takes for your case to reach the right person.
| Channel | Availability | Best for |
|---|---|---|
| Live chat | 24/7 | Quick questions about your account, deposits, bonuses or games; also for activating the weekly sports reload |
| cs@richroyal.com | Queries involving documents, written follow-up and self-exclusion requests | |
| complaints@richroyal.com | Formal complaints that customer support has not resolved | |
| dpo@richroyal.com | Questions about how your personal data is processed |
Support languages
The Rich Royal casino website is available in 12 languages: Spanish, English, German, French, Italian, Czech, Finnish, Greek, Hungarian, Norwegian, Polish and Portuguese. Live chat and customer service, however, are only available in English. If you write in short, direct sentences with the key details up front, the agent will understand your case first time.
Help centre
Before opening the chat, it's worth checking the FAQs. They are organised into these sections:
- Bonuses and Promotions
- Casino
- Deposits
- General
- My Account and Verification
- Sports Betting
- Technical
- Withdrawals
Account and verification
Many queries relate to identity checks. The process follows this order:
- You receive the document request and have 30 days to submit them.
- You provide proof of identity: passport, driving licence or ID card.
- You prove your address with a utility bill, bank statement or tenancy agreement.
- You supply any financial information requested: social security number, source of wealth or funds, bank identification and statements.
- Once your documents are complete, the review usually takes around 10 days; in some cases it may include a phone call or facial verification.
Remember that only one account is allowed per person, address, phone number, email address and IP.
Complaints and data requests
If an issue is not resolved, there is a step-by-step procedure:
- First, raise the problem with customer support via chat or at cs@richroyal.com.
- If you're not satisfied with the reply, write to complaints@richroyal.com so the case is passed to the Resolution Committee.
- The committee responds within 10 days.
- If you're still not satisfied, external options remain available.
Questions about how your personal data is handled go directly to dpo@richroyal.com.
Before contacting support
A complete message avoids back-and-forth. Always include:
- Your username and the email you registered with.
- The approximate date and time of the transaction or issue.
- Payment method and amount if it concerns a deposit or withdrawal.
- The name of the game or sporting event affected.
- A screenshot of the error message or balance.
- The name of the bonus if your question is about a promotion.
Frequently asked questions
These are the most common questions, grouped by topic.
Account
Can I open a second account?
No. Each person may hold only one account, and duplicates by address, phone, email or IP are not allowed either.
How long does verification take?
Usually around 10 days from when you submit complete documents; the deadline for submitting them is 30 days.
Bonuses
What welcome offer is available?
The welcome package is 275% up to €7,500 + 225 free spins; all its terms are on the bonuses page.
Is there a bet limit with an active bonus?
Yes, each bet can be no more than €100 while the bonus is active.
Payments
How long does a withdrawal take?
Processing can take up to 96 working hours.
How many withdrawals can I have pending?
Up to 3 at a time.
What happens if I leave my account unused?
After 180 days of inactivity, an administration fee of €5 per month applies.
Games
Can I try the slots without real money?
Yes, demo mode is available on almost all slots in the catalogue, which exceeds 12,000 titles.
Responsible gambling
How do I request self-exclusion?
Send your request by email to cs@richroyal.com. More tools are on the responsible gambling page.
Where can I find external support?
The responsible gambling section refers you to Gamblers Anonymous and Gambling Therapy, and includes a questionnaire to review your habits and a recommendation for the Net Nanny™ filter to protect minors.