Contact Us

Reaching the Housebets support team is straightforward, whether a question concerns an account, a payment, a game result, or a responsible gambling tool. The platform operates 24 hours a day, seven days a week, with two direct contact routes available to all registered players. This page sets out how each channel works, what to expect in terms of response times, and how to escalate a matter if the initial contact does not resolve it.

How to Reach Housebets Support

Housebets offers two primary contact methods: a live chat widget built into the site and a dedicated support email address. Both channels are staffed around the clock, and English is the primary language used across all interactions. There is no telephone line at present, so all communication runs through written channels.

The live chat widget appears within the platform interface and connects a player to an agent in real time. It is the fastest route for straightforward questions about deposits, withdrawals, account access, or game queries. For more complex matters that require attachments, screenshots, or a detailed written account of an incident, email is the more suitable option.

Live Chat

The live chat service runs continuously, 24 hours a day, every day of the year. Access the widget from within the logged-in account interface. Typical uses include payment status checks, bonus eligibility queries, account security questions, and general navigation assistance. Agents can request account verification details during the session, so having the registered account ID and any relevant transaction reference to hand will speed up the process.

Email Support

The official support email address is support@housebets.com. This channel is appropriate for formal complaints, detailed payment disputes, KYC document submissions where an agent has directed a player to use email, and any situation where written records are important. Response times for email are not published as a fixed figure, but formal complaint acknowledgement is guaranteed within 7 calendar days under the platform terms. In practice, routine email queries are typically handled faster than that.

Making a Formal Complaint

If live chat or an initial email does not resolve an issue, Housebets operates a structured complaint procedure. The sequence is as follows:

1. Contact support via live chat or email at support@housebets.com with a clear description of the issue.
2. If the matter remains unresolved, submit the official Housebets complaint form. Include the account ID, the date of the incident, the preferred outcome, and any supporting evidence.
3. A unique complaint reference number is issued upon receipt.
4. Standard complaints receive a final response within 4 weeks of acknowledgement. Responsible gambling related complaints are acknowledged within 2 calendar days.
5. If the internal process does not produce a satisfactory resolution within the stated timeframe, the complaint can be escalated to Resolvo Curaçao, an independent alternative dispute resolution service available free of charge to players.
6. The Curaçao Gaming Control Board may also be contacted where the matter falls within its regulatory scope.

Complaints must be submitted within 6 months of the relevant incident, bet settlement, or transaction. Matters submitted after this window may not qualify for full review under the internal procedure.

Complaint Timeframes at a Glance

What to Have Ready Before Contacting Support

Having key information available before starting a chat session or drafting an email reduces back-and-forth and helps resolve issues faster. For any account or payment query, it is useful to have the registered username or account ID, the relevant transaction ID or TXID for crypto payments, the date and approximate time of the issue, and a brief but clear description of what happened and what outcome is being sought.

For unresolved crypto deposits specifically, the platform guidance states that if an account has not been updated within 60 minutes of a transaction, the player should contact support and provide the transaction ID. Providing this immediately avoids delays.

For any matter relating to data handling or privacy, the Housebets privacy policy provides detailed information on how personal data is collected, stored, and used across the platform.

Responsible Gambling Support Contacts

Players who need to discuss responsible gambling tools such as deposit limits, loss limits, wager limits, cooling-off periods, or self-exclusion should contact the support team directly through live chat or email. These requests are treated with priority: responsible gambling complaints and requests for exclusion tools are acknowledged within 2 calendar days.

For players who prefer to access external support independently, the platform recognises several established organisations including BeGambleAware, Gambling Therapy, GamTalk, Gamblers Anonymous, BetBlocker, and GamBlock. These services are available without any involvement from the casino and offer confidential support in the United Kingdom and internationally.

Anyone visiting the casino Housebets for the first time who has questions about account eligibility, supported currencies, or the rewards programme will find that the live chat team is the most direct starting point before committing to a registration.

A Note on Jurisdiction and Eligibility

Housebets holds a Curaçao Gaming Control Board licence under reference OGL/2024/431/0231, and the platform is operated by Bridge Technologies B.V. The United Kingdom is a restricted jurisdiction, which means UK residents cannot complete a valid registration. Players in permitted markets who contact support regarding account access or verification should be aware that KYC checks are a standard part of the process and that deposits or withdrawals may be paused until verification is complete. Support agents can advise on the current status of any pending review.