Got a question about your account, a promotion, or something that happened mid-session at the tables? We’re the people to talk to. This page walks you through the fastest way to reach our team, what to have ready before you write in, and where to look first if your question is about something we’ve already covered elsewhere on the site.
We run our support desk around the clock — every day of the year, including Christmas Day and every Australian public holiday. That’s a deliberate choice: pokies don’t keep office hours, and neither do we.
The quickest route is live chat, available directly on the website and inside the Me99 App once you’re logged in. Live chat is where we’d point you for anything time-sensitive — a stuck deposit, a promotion that won’t apply, a login that’s throwing an error. Typing “hello” to a live agent will almost always get you further, faster, than sending an email and waiting.
If your question isn’t urgent, email works just as well and gives you a written record of the conversation, which is handy if you need to follow up later or attach a screenshot. We also maintain official messaging channels, including Telegram and WhatsApp, for players who’d rather message us the way they message everyone else. We’d flag one thing here in the interest of being upfront: we haven’t published a direct email address or phone number on our own site pages, so the live chat widget and the in-app channels are genuinely the most reliable starting point — chat will route you to the right team or hand you the correct email thread if your issue needs to go further.
Whichever channel you pick, you’re talking to real support staff, not a script reading off a card. If the first person you reach can’t solve it outright, they’ll loop in someone who can.
A message that gets sorted quickly usually has a few things in it from the start:
None of this is compulsory — you can absolutely message us with nothing but “my deposit hasn’t landed” and we’ll take it from there — but the more specific you are up front, the fewer questions we need to ask back, and the sooner we can close it out.
We’re an online casino built specifically for Australian players, offering real money pokies, live dealer tables, and table games under Australian dollar accounts. You can read more about how the platform came together, the software studios we partner with, and the philosophy behind how we run promotions on our About Us page. We operate under international gaming licensing arrangements and hold ourselves to strict standards around game fairness, fund handling, and data security — our games run on Random Number Generators that are independently tested, and every connection to our platform is protected with SSL encryption.
Because we handle real money and real winnings, we take identity verification seriously — this protects your account as much as it protects us. When you register, we ask for your full legal name, date of birth, residential address, email, and mobile number, and we may ask you to confirm identity documents before processing a larger withdrawal. This is standard Know Your Customer (KYC) practice across the online gambling industry and exists to prevent fraud, stop underage access, and meet anti-money-laundering obligations.
If you’ve forgotten your password, you don’t need to contact support at all in most cases — the “Forgot Password” link on the Me99 Login page will send a secure reset link to your registered email in moments. If you’ve lost access to that email address too, or you suspect someone else has accessed your account, that’s exactly the kind of situation to bring straight to live chat — the sooner you flag a compromised account, the sooner we can lock it down.
We also enforce a one-account-per-person, per-household policy. If you’re contacting us about a second account, whether it’s yours or you’re reporting one, mention that clearly in your message so it goes to the right queue.
Gambling is meant to be entertainment, not a source of stress, and we’ve built tools into the platform to help keep it that way — because we’re an 18+ service, and account verification exists in part to make sure that line is respected. From your account settings you can set deposit limits on a daily, weekly, or monthly basis, take a short time-out ranging from a single day to several weeks, or apply full self-exclusion if you need a longer break. None of these require an explanation and none of them are things you should feel awkward asking our support team to help you set up.
If gambling has started to feel like a problem rather than entertainment, for you or for someone you know, we’d rather you tell us than avoid the platform quietly. Our support channels are a legitimate place to ask about the self-exclusion process, and we also point players toward independent gambling support services outside the platform for anyone who wants advice from a source with no stake in whether you keep playing.
Live chat is typically the fastest way to get a real-time answer, since it’s staffed continuously rather than processed in batches. Email and messaging-channel enquiries get read and actioned by the same team, so expect a slightly longer turnaround there, particularly if your question needs to be checked against account or transaction records before we can give you a firm answer. We don’t publish a fixed number-of-hours guarantee for email, because response times genuinely depend on how many people are in the queue and how complex the issue is — but nothing sits untouched, and if a fix takes longer than expected (a withdrawal review, for instance), we’ll tell you that rather than leave you guessing.
Withdrawal-related messages in particular sometimes take a little longer to resolve fully, simply because our finance team runs a routine check on the gameplay and identity documents behind every payout request before releasing funds. That’s not a sign anything’s wrong with your account — it’s standard procedure, and having your verification documents uploaded ahead of time is the single biggest thing you can do to speed it up.
A lot of common questions are already answered elsewhere on the site, and it’s often quicker to check there first. Current welcome offers, reload bonuses, and cashback terms live on our Promotion page. If you’re after details on a specific game type, our Pokies and Live Casino pages cover the studios we work with and how each game category runs. And if you haven’t yet set up the mobile app, the Me99 App page walks through installation on both iOS and Android.
Whatever brings you to us, we’d rather hear from you than have you sit on an unresolved question. Reach out through live chat, email, or our official messaging channels, and we’ll take it from there.
