Getting Help at ReveryPlay
At ReveryPlay, our support team is ready to help you with all your questions and requests. Whether you're experiencing technical issues, have questions about bonuses, or need help with a transaction, there are several ways to get in touch. On this page, you'll find comprehensive information about our contact options and answers to frequently asked questions.
Live Chat
The fastest way to get help is via live chat. Click the chat button at the bottom right of the page to connect directly with a team member. Live chat is available 24 hours a day, 7 days a week, and the team typically responds within minutes. You can ask questions about your account, bonuses, payments, and more. Live chat is available in multiple languages, including English.
For less urgent questions, you can also send an email to our support team. The response time for emails is usually within 24 hours. Email is suitable for detailed questions or requests that require documentation, such as verification procedures, account changes, or complaints. Always include your username in the message so the team can find your account quickly.
FAQ about deposits
What payment methods are accepted?
ReveryPlay accepts a wide range of payment methods. You can deposit via e-wallets like Skrill, Neteller, and eZeeWallet, via prepaid methods like Neosurf and Paysafecard, via cryptocurrency like Bitcoin, Ethereum, and Litecoin, and via bank transfer. Available methods may vary by region.
How long does a deposit take?
Most deposits are processed instantly. E-wallets and cryptocurrency are almost immediately available in your account. Bank transfers can take 1 to 3 business days depending on your bank. If your deposit hasn't been credited within the expected time, please contact customer service.
FAQ about withdrawals
How do I request a withdrawal?
Requesting a withdrawal is done through your account. Go to the cashier section, choose the withdrawal option, select your desired payment method, and enter the amount. Confirm the withdrawal and the request will be processed. Keep in mind that the first withdrawal may require extra verification.
How long does a withdrawal take?
Withdrawals are processed as quickly as possible. E-wallet and cryptocurrency withdrawals are typically available within a few hours. Bank transfers take 1 to 3 business days. In some cases, a processing time of up to 24 hours may apply before the withdrawal is sent.
FAQ about bonuses
How do I activate a bonus?
Most bonuses are automatically activated when making a deposit. Some bonuses require entering a bonus code. Check the specific terms of each promotion for details on activation.
What are wagering requirements?
Wagering requirements determine how many times you must bet a bonus amount before you can withdraw it. If a €100 bonus has a 30x wagering requirement, you must place a total of €3,000 in bets before the bonus money and any winnings can be withdrawn. Wagering requirements vary per bonus and are always stated in the bonus terms.
FAQ about verification
Why do I need to verify my account?
Account verification is mandatory to comply with age verification and anti-money laundering regulations. Verification also protects your account from unauthorised use. The verification process involves uploading a valid ID and proof of address.
What documents do I need?
For verification, you need a valid ID (passport, driver's licence, or ID card) and a recent proof of address (not older than 3 months, such as a utility bill or bank statement). In some cases, proof of payment method may also be requested.
Complaints and escalation
If you're not satisfied with the solution provided by customer service, you can escalate your complaint. Request a supervisor to handle your case. Complaints are taken seriously, and we aim to provide a final answer within 48 hours. If you're still not satisfied after escalation, you can turn to the casino's licensor for an independent review.
Help with gambling problems
If you're experiencing problems with gambling, several organisations provide professional help. You don't have to go through this alone. The following organisations offer free and confidential support in New Zealand:
- Gambling Helpline NZ: 24/7 confidential support and information
- PGF Services: professional counselling and support across NZ
- Salvation Army Oasis: specialist gambling support and treatment services
- Department of Internal Affairs: information on gambling regulations and player protection
Read more about tools on our responsible gaming page.
Troubleshooting technical issues
If you're experiencing technical problems while using ReveryPlay, there are a few things you can try before contacting customer service. First, check if your internet connection is stable and if your browser is up-to-date. We recommend using the latest version of Google Chrome, Mozilla Firefox, Safari, or Microsoft Edge for the best experience.
If a game doesn't load correctly, try clearing your browser cache and cookies. This resolves loading issues in most cases. If the problem persists, try a different browser or device. For mobile players, we recommend accessing the site through your browser unless ReveryPlay offers an official app.
If you're having trouble with deposits or withdrawals, check if your payment method is valid and if there are sufficient funds. Some payment methods have varying processing times. Contact your bank or e-wallet provider if a transaction isn't processing. For cryptocurrency transactions, ensure you've used the correct network and address.
Account security
The security of your account is paramount at ReveryPlay. We recommend using a strong and unique password of at least 12 characters, including uppercase letters, lowercase letters, numbers, and symbols. Never use the same password for other accounts or services.
If you suspect someone has gained unauthorised access to your account, contact customer service immediately via live chat. Our team can freeze your account temporarily while the incident is investigated. Also, change your password immediately and check your recent transaction history for suspicious activity.
ReveryPlay will never ask you to share your password via email, phone, or chat. If you receive a suspicious message claiming to be from ReveryPlay asking for your login details, it is phishing. Report such messages to our support team.
FAQ about the VIP programme
How do I become a VIP at ReveryPlay?
The ReveryPlay VIP programme is based on your gaming activity. As you play more, you automatically rise in VIP levels. Each level offers extra benefits like higher cashback percentages, a personal account manager, faster withdrawals, and exclusive bonus offers.
What benefits does the VIP programme offer?
VIP players at ReveryPlay enjoy various exclusive benefits. This includes increased cashback (up to 15%), tailored personal bonus offers, priority customer service, higher deposit and withdrawal limits, and invitations to special events and tournaments.
Can I lose my VIP status?
VIP levels are reviewed periodically based on your recent activity. If you are less active, your level may be adjusted. You can always view your current VIP level and progress in your account settings.
Contact details and availability
The ReveryPlay support team is available 24 hours a day, 7 days a week. Live chat is the fastest way to get help, and response times are typically under 5 minutes. For detailed requests like verification or complaints, email is suitable, with an average response time of up to 24 hours. The team speaks English.
Want to close your account temporarily or permanently? Visit our account closure page for more information. You can also consult our privacy policy for information on how we handle your data. Players who want to know more about playing at an international casino can visit our playing without limits page. Discover our live casino, check out sports betting, or take advantage of the loyalty programme for more gaming options and exclusive rewards.