Contact Us - Ardente Casino

Have questions, doubts, or technical problems? The Ardente Casino support team is available to help you. Whether your request concerns a bonus, a pending withdrawal, KYC verification, or you simply want information about available games. We're here to respond.

Unlike many online casinos that hide contact channels or make you waste time with useless chatbots, we make support accessible, fast, and managed by real people who speak English and understand your needs.

Our Support Channels

You can contact us through several channels, choosing the most convenient one for you based on the type of request and urgency.

Live Chat

The fastest method to get immediate assistance. Live chat is available directly on the site, in the bottom right corner of every page. Click the icon and start a conversation with one of our operators.

Hours: Available 24 hours a day, 7 days a week

Average response time: 2-3 minutes

Ideal for: Urgent problems, quick questions, immediate technical assistance, account unlocking, checking withdrawal status.

Live chat operators have access to your profile and can verify transactions, active bonuses, and gaming history in real-time. This means they can solve most problems without having to bounce your request to other departments.

Email

If your request requires documentation, screenshots, or detailed explanations, email is the best channel. You can attach files, describe the problem calmly, and receive a complete and documented response.

Email address: [email protected]

Average response time: 12-24 hours (on business days)

Ideal for: Sending KYC documents, formal complaints, account closure requests, complex problems requiring in-depth analysis.

When writing via email, always include:

• Your username or registered email address
• A clear description of the problem
• Screenshots or relevant documents (if applicable)
• Your phone number for any urgent communications

The more information you provide, the faster we can solve the problem.

Telegram

Our official Telegram channel is active and constantly monitored. You can use it for quick questions, promotion updates, or to receive exclusive promo codes.

Username: @ardentecasino_official (always verify it's the official channel)

Average response time: 5-15 minutes during business hours

Ideal for: Quick questions, promo codes, updates on bonuses and tournaments.

Telegram is particularly useful for those who prefer communicating via messaging apps rather than email or web chat. Operators respond directly, without automated bots that slow down the conversation.

Social Media

We're active on Facebook and Instagram, where we publish updates, exclusive promotions, and game news. You can also contact us through private messages on these platforms.

Facebook: facebook.com/ardentecasino

Instagram: @ardente_casino

Average response time: 1-6 hours

Ideal for: General questions, feedback, promotion information requests.

Social media isn't the best channel for urgent problems or issues requiring access to your account. For those situations, use live chat or email.

When to Contact Us

Don't hesitate to contact us if you find yourself in any of these situations:

Deposit or Withdrawal Problems

• The deposit wasn't credited to your account
• The withdrawal has been pending for more than 48 hours
• You can't complete a transaction
• You have questions about available payment methods

Account Verification (KYC)

• Your documents were rejected and you don't understand why
• You need clarification on which documents to send
• Verification has been pending for more than 48 hours

Bonuses and Promotions

• The bonus wasn't credited after a deposit
• You have questions about wagering requirements
• You want information on how to use a promo code
• You don't understand why a bonus was canceled

Technical Problems

• The site doesn't load correctly
• A game freezes during a session
• You can't access your account
• You forgot your password and aren't receiving the reset email

Security and Privacy

• You suspect unauthorized access to your account
• You want to modify your personal data
• You have questions about data protection
• You want to request account deletion

Response Times and Priorities

We manage requests based on urgency and complexity. Here's an overview of average processing times:

During weekends and holidays, response times may extend slightly, but live chat support remains always active.

Quick Frequently Asked Questions

Before contacting us, check if your question finds an answer here. It might save you time.

How can I check my withdrawal status?

Access your account, go to the "Transaction History" or "Withdrawals" section. You'll find the updated status of each request: pending, processing, completed, or canceled.

Why was my document rejected?

The most common reasons are: expired document, blurry or partially covered photo, name on document different from what was registered, invalid document (e.g., health card instead of ID). Check the response email for specific details.

Can I change my withdrawal method?

Generally, you must withdraw using the same method as your deposit for security and anti-money laundering reasons. If you used a card, the withdrawal will go to that card. To change method, contact support.

The bonus wasn't credited, what do I do?

Verify you correctly entered the promo code (if required) and deposited the minimum required amount. If everything is correct but the bonus doesn't appear, contact live chat with the transaction number.

Complaint Procedures

If you have a problem that wasn't resolved through standard channels, you can file a formal complaint. Here's how to proceed:

Step 1: Contact Customer Support

Before filing a formal complaint, try to resolve the problem through live chat or email. Most situations are resolved at this level.

Step 2: Send a Written Complaint

If the problem persists, send a detailed email to [email protected] with subject "FORMAL COMPLAINT". Include:

• Username and registered email
• Complete problem description
• History of previous communications
• Screenshots or relevant documentation
• The solution you consider appropriate

Step 3: Wait for Management Response

Formal complaints are escalated to management and receive a response within 5-7 business days. The response will be detailed and include steps that will be taken to resolve the situation.

Step 4: External Escalation (if necessary)

If you're not satisfied with Ardente Casino's final response, you can contact the Curaçao eGaming regulatory authority for independent mediation. Instructions for contacting the authority are available on the official license site.

Suggestions and Feedback

We appreciate feedback from our players. If you have suggestions on how to improve the platform, new games you'd like to see, or ideas for promotions, we're interested in hearing from you.

Send your suggestions to [email protected]. We read every email and seriously consider proposals that receive consensus from the community.

The most interesting or requested suggestions are discussed internally and, if feasible, implemented in future platform updates.

Company Information

Legal name: Ardente Gaming Group N.V.

License: Curaçao eGaming (number available in site footer)

Legal headquarters: Curaçao

Support email: [email protected]

Feedback email: [email protected]

For legal matters or commercial partnership contracts, contact: [email protected]

We're Here for You

Whether you have a simple question or a complex problem, our team is ready to help you. Don't hesitate to contact us through your preferred channel. We respond quickly, competently, and always in English.

Customer support isn't a nuisance for us, it's a priority. Every player deserves quality assistance, and we're committed to providing it in every interaction.