Reaching a human at Mickey13
Live chat is open 24 hours a day, every day of the year, and it is the fastest way to reach us by a wide margin. Everything that is better handled in writing has an email address below. We do not run a phone line — that is a deliberate choice, and we would rather state it here than have you search for a number that does not exist.
Last updated: 1 September 2026
Where to send what
Sending a message to the right desk saves a round trip. Anything urgent — a game that stalled mid-round, a deposit that has not landed, a login you cannot get past — belongs in live chat, because chat is staffed continuously and can look at your account while you are on it.
| If it is about | Use | Typical turnaround |
|---|---|---|
| A game, a session or a stuck round | Live chat | Minutes |
| Deposits, withdrawals, verification documents | Live chat first, then [email protected] | Within 24 hours |
| Bonus terms and wagering questions | [email protected] | Within 24 hours |
| Limits, cool-off, self-exclusion | Live chat, or your account settings | Applied immediately |
| Your personal data, access or erasure | [email protected] | Within 30 days |
| A formal complaint | [email protected] | Acknowledged in 3 working days |
| Licensing, legal, media | [email protected] | Within 5 working days |
What to put in the message
Four lines will usually save a day of back and forth:
- The email address the account is registered to. Not the account password — we will never ask for it, and anyone who does is not us.
- What you expected to happen, and what happened instead.
- When it happened, with a rough time and your timezone. AEST or AWST is fine.
- The game name or transaction reference, if there is one.
Screenshots help more than descriptions. If a balance, a bonus counter or an error message looks wrong, a picture of the screen settles it in one exchange. Crop out anything you would not want a stranger to see.
When we ask you for documents
Our licence obliges us to confirm who you are before a withdrawal leaves us. That normally means photo identification and something that shows your address. We ask once, we ask through the account rather than by email, and we do not ask for card PINs, online banking passwords or the full number of a card at any point.
If a request looks unusual — a different address, an unexpected sender, urgency where there was none — stop and check it with live chat before you send anything. That is not paranoia, it is the correct instinct.
If we get it wrong
Raise it with live chat first. Most things are a misunderstanding that a supervisor can settle on the spot. If that does not resolve it, write to [email protected] with the word complaint in the subject line. We acknowledge within three working days and aim to close the matter inside fifteen.
If our answer still does not satisfy you, the Malta Gaming Authority sits above us as the regulator and you are entitled to take it there. We will give you the licence particulars you need to do that — we are not going to make escalating harder than it already is.
If the problem is gambling itself, do not write to us first. Gambling Help Online is free, confidential and independent of this company, on 1800 858 858, 24 hours a day. Our own tools and the rest of the Australian services are listed on the responsible gaming page.
Quick answers
Why is there no phone number?
Because a queue that is answered in minutes at 3am beats a phone line that is only staffed in office hours. Live chat runs 24/7 and leaves both sides a written record of what was agreed.
How fast is a withdrawal actually paid?
Our processing window is 0 to 24 hours once verification is complete, on amounts between $30 and $50,000 per transaction. After that the clock belongs to your bank or the network you cashed out to.
Will you ever email me asking for a password?
Never. Not by email, not in chat, not by any other route. If you receive that request, it did not come from us — forward it to [email protected] and change your password.
Chat opens the moment you are signed in — and new accounts start on a 150% match up to $1,000.