Aureon Help and Concierge

Live chat: the fastest path

Live chat is the recommended channel for anything time-sensitive: bonus questions, deposit issues, withdrawal status, KYC follow-ups. Average pickup time during European business hours is under 60 seconds. Multi-language agents cover English, German, Polish, Italian and Spanish on shift, with French and Dutch coverage available during peak hours.

Email: better for complex cases

Use email at [email protected] for anything that requires attachments, a written record, or a multi-thread investigation. Typical response window is under 4 business hours during the European day and under 12 hours outside it. Quote your Aureon username in the subject line to skip identification steps.

Common topics, answered fast

Bonus stuck on locked balance: wagering progress is shown in real time inside My Account. If a bonus appears stuck, it is almost always because a contributing-percentage adjustment has been applied (live dealer at 10%, table games at 0%). Live chat can confirm the exact contribution rate per title.

Withdrawal not arriving: crypto cashouts settle inside one hour after KYC clearance. Card withdrawals can take up to 5 business days at the bank's discretion. The cashier page shows the current status of every pending withdrawal, including the timestamp of last update.

Self-exclusion or limit changes: live chat can place a 24-hour cool-off immediately and start the paperwork on a 6-month or 12-month self-exclusion. See the Safer Play page for the full options list.