At Box Hill Pokies, we value our customers and strive to provide the best possible support experience. This page outlines how you can get in touch with us for any questions or concerns.
Customer Support Availability
We are available 24/7 through various support channels to ensure that your queries are addressed promptly and efficiently. Our customer support team is trained to handle a wide range of issues, from account-related problems to technical difficulties with our services.
Live Chat Support
Our live chat facility is available at all times for immediate assistance with any issues you may encounter while using our site or services. To access live chat support, click on the Live Chat button located in the bottom right corner of your screen.
Email Support
If you prefer to communicate via email, please submit your query through our contact form and one of our customer support agents will get back to you as soon as possible. Response times may vary depending on the complexity of the issue being addressed.
Help-Centre Access
In addition to live chat and email support, we also provide an extensive Help Centre containing detailed guides and tutorials that can help you find answers to common questions and resolve issues yourself.
FAQ References
Before contacting us for assistance, please check out our FAQ section which covers a wide range of topics related to our services. This will often provide quick and easy solutions to your problems.
Verification or Account-Help Support
For verification-related queries or account help support, we recommend using our live chat facility as these issues typically require immediate attention from one of our dedicated agents.
Responsible Gambling Assistance
If you have concerns related to responsible gambling practices or are in need of assistance with self-exclusion protocols, please contact us through email and a specialist will be assigned to assist you. Please note that we also provide links to external support organizations for additional help and resources.
Technical Support
For technical issues such as game problems or compatibility difficulties with your device, please use our live chat facility for prompt assistance from one of our skilled technicians.
Complaint or Dispute Guidance
In the unlikely event you have a complaint about our services or wish to escalate an issue that has not been resolved by our standard support processes, please follow these steps:
Communication Response Expectations
While we strive for prompt responses in all communication channels, please be aware that during peak periods or when dealing with complex issues, it may take longer than usual to receive a reply. Our standard response times are as follows:
Mobile and Desktop Support Accessibility
Our site and services are designed for use across all modern devices, including mobile phones, tablets, laptops, and desktops. If you experience any technical difficulties or compatibility issues with a particular device, please do not hesitate to reach out.
Multilingual Support
While our primary support language is English, we also offer assistance in other languages where possible. Please contact us via live chat if your preferred language of communication is not listed.
When reaching out for support, kindly indicate which language you prefer so that one of our agents can communicate accordingly.
Preferred Contact Methods
For most issues, we recommend using our live chat facility as it allows immediate assistance with technical difficulties and fast resolution to account-related problems. For verification or responsible gambling support, however, email is often the best option due to their sensitive nature and require more detailed handling.
By choosing one of these methods for your initial query:
Self-Service Help Options
For minor queries, self-service assistance is available on our website. Simply navigate to the relevant section in our Help Centre or FAQs for detailed guidance and troubleshooting solutions.
We are dedicated to ensuring that your experience with us remains enjoyable while taking advantage of all we offer as a responsible gaming platform committed to fair play and player protection principles at all times.
