Contact Alpino Casino support
The Alpino Casino support team is available 24 hours a day, 7 days a week. Whether it's a deposit that hasn't arrived, a withdrawal held up at review, a bonus that didn't credit, or a question about KYC documents — the channels below cover everything.
Available contact channels
Live chat
The fastest option. The chat button sits in the bottom-right corner of every page on the site — desktop and mobile alike. Click it and you're connected to a support agent directly. No extended bot flow, no ticket queue for standard requests. Live chat handles most issues in real time: bonus queries, payment status checks, login problems, KYC guidance. For anything urgent, this is the right channel.
Better suited for requests that require attached documentation — KYC submissions, formal complaints, detailed payment disputes, anything where you need a written record of the exchange. Responses arrive within 24 hours on business days. Weekends may add a few hours to that window.
When writing, include your username or registered email address in the subject line along with a brief description of the issue. It routes the message to the right team faster and reduces back-and-forth before the actual problem gets addressed.
| Channel | Availability | Response time | Best for |
|---|---|---|---|
| Live chat | 24/7 | Minutes | Urgent issues, quick questions, real-time guidance |
| 24/7 (replies Mon-Fri) | Within 24 hours | Document submissions, formal requests, written records |
What to include in your request
A well-structured message gets resolved faster. Regardless of which channel you use, providing the following upfront avoids multiple rounds of clarification:
- Your username or the email address registered on the account
- A clear description of the issue or question
- Date and approximate time of the event (for transaction or technical issues)
- Transaction ID if available — visible in your payment history
- Screenshots or screen recordings if the issue is visual or involves an error message
For KYC document submissions, use email rather than chat. Sending identity documents via chat is less secure than email, and the email channel creates a more reliable paper trail for the verification process.
Common issues and how to handle them
Some situations come up frequently enough that they have straightforward solutions — often without needing to contact support at all.
Bonus not credited after deposit
Check whether promo code ALP150 was entered before the deposit was confirmed. If it wasn't entered at that stage, the bonus cannot be applied retrospectively. If the code was entered correctly and the bonus still hasn't appeared within 15 minutes of the deposit, contact live chat immediately — the earlier the query is raised, the more options the team has to assist.
Withdrawal pending for more than 48 hours
First, check your KYC status in the account area. An unverified account automatically holds withdrawals until documents are reviewed. If the account is verified and the withdrawal still hasn't moved after 48 business hours, contact live chat with the transaction ID. Delays beyond standard processing times are uncommon but do occur around bank holidays and weekends for methods that rely on banking infrastructure.
Can't log in to the account
Use the Forgot password? link on the login screen. A reset link is sent to your registered email address. If that email address is no longer accessible, contact live chat with your full name and date of birth — the support team can verify your identity and restore access manually.
Game interrupted mid-session
Refresh the page first. If the problem persists, try clearing the browser cache or switching to a different browser. If a wager was placed and the round did not resolve, the system typically corrects this automatically within a few minutes. If it hasn't resolved after ten minutes, report it via email with the game name, date, time, and stake amount. The team can pull the session log and credit any outstanding amount.
Responsible gambling support
To set deposit limits, session limits, or activate a cooling-off period, go directly to the Responsible Gambling section in your account area. These tools are self-service and take effect immediately without contacting support.
If you need to close your account immediately or request self-exclusion and prefer not to navigate the settings yourself, live chat support can action it on your behalf without delay.
For external professional support:
- National helpline (Italy): 800 558 822 — free, anonymous, available every day
- Giocatori Anonimi Italia: giocatorianonimi.it — peer support groups, weekly meetings
Gambling is for adults only. Players must be 18 or over.
