Malta MGA/B2C/286/2006+61 2 0244 5852
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Need to contact Silversands Casino support?

Live chat, e-mail or phone reaches our team 24 hours a day, seven days a week, with typical replies measured in minutes.

Get help now 18+ · Licensed MGA/B2C/286/2006
Paid today
456,938 A$
6,168 Players online
Licensed MGA/B2C/286/2006 since 2006, audited by eCOGRA and Gaming Laboratories International
Average payout in 20 minutes, A$30M paid weekly to 366,000+ players
256-bit TLS encryption on every transaction, certified by independent auditors
Direct lines

Which way do you want to reach support?

We staff real people, not scripts, so you get a straight answer the first time.

Twelve words to answered
Typical waiting time here is two minutes. Use chat when you want a person straight away, whether that is a stuck deposit or a login that will not work.
Open the chat
Silversands Casino support inbox
Write to [email protected] for anything you do not need to solve this second; a reply usually lands within eight hours, asking for clarity or documents as needed.
Write to us
Before you type a long message
Dial +61 2 0244 5852 (AEST) if you would rather talk it through; calls are typically picked up in about five minutes, so keep your account email nearby.
Call us
Silversands Casino for Australia

What Australian players get from our support

This block settles the number, the clocks, the languages and who supervises your play.

Reaching us

Australian phone+61 2 0244 5852
Support time zoneAEST
Languages spokenEnglish, German, French, Spanish
Support inbox[email protected]

Supervision

Supervisory authorityMalta Gaming Authority, MGA/B2C/286/2006

Help services

Gambling help locallyGambling Help Online, Lifeline Australia, National Self-Exclusion Register
Four stages to escalate

Getting the outcome a first reply missed

Use this when a reply has landed but it does not settle your problem.

The record you are starting
Write to the complaints inbox and describe what went wrong, with dates and any reference numbers from earlier messages. Every complaint gets its own record instead of a shared queue.
Read the findings first
Allow the team time to read the file and reply in writing, explaining what they found and what they can change. Ask a follow-up question if the reasoning is unclear.
Before you go higher
Reply on the same thread and ask for the case to go to a manager if the answer still does not fit. A senior view can revisit the same facts with fresh eyes.
Licence holder not listening?
Should the internal route close without agreement, you may put the case to the Malta Gaming Authority, the regulator that licenses this casino, and follow its own procedure.
Question in hand

Right desk first time, no bouncing between inboxes

This block settles which inbox takes your message, so it lands with the people who can act.

Account

General support and login help[email protected]
Verification and document checks[email protected]

Money

Deposits, withdrawals and payouts[email protected]

Everything else

Complaints and escalations[email protected]
Personal data and privacy requests[email protected]
Business and partnerships[email protected]

Free outside voices, not our own

Gambling Help Online, Lifeline Australia and the National Self-Exclusion Register all work independently of us, and each handles a different kind of problem. Reach out to one of them whenever play stops feeling like a choice.

Gambling Help Online. Runs free online counselling and self-help tools for anyone worried about their own gambling or someone else's.

Lifeline Australia. Takes calls from Australians in distress at any hour, including when gambling has brought on a crisis.

National Self-Exclusion Register. Blocks you from gambling with every licensed operator in the country once you sign up to it.

Read more
Know who you are dealing with

Silversands Casino Ltd. answers to Malta

This settles who operates the casino and where its licence comes from.

The company

Legal nameSilversands Casino Ltd.
Company numberC-81669 (Malta)
AddressTriq il-Kbira, St Julian's

The licence

RegulatorMalta Gaming Authority
Licence numberMGA/B2C/286/2006

Written contact

Support e-mail[email protected]

Less back and forth with the right details

Five basics cover almost every question the team receives.

  • Your registered e-mail address
  • Your account username or ID
  • Dates and amounts involved
  • A screenshot of the error
  • Any reference from an earlier reply
Six answers, no scrolling

Read this before you chase anyone

Whether a slow reply or a closed account is eating at you, the plain answer sits below.

trustWhat if the first reply leaves me unsatisfied?+
Say so in the same thread and ask for a supervisor to review it, quoting the reference you were given. If the outcome still looks wrong, send the details to [email protected]. From there you may take it to the Malta Gaming Authority, the body that licenses Silversands Casino Ltd. under MGA/B2C/286/2006.
trustWhy is my verification taking so long?+
Photo ID, proof of address and a picture of your payment card usually clear in about 17 hours. Blurred edges or a name that differs from your account are what hold things up. Send cleaner copies to [email protected] and the clock restarts from there.
trustCan I get help without reciting my password?+
Yes, and nobody here will ever ask for it. Quote the email address on your account and the last four digits of a card you have used. That is enough for the team to pull up your file; a reset link to your registered email is how access returns.
trustWhat if I need a person at 3am on a Sunday?+
Someone is there. Live chat and the phone line run 24 hours a day, 7 days a week, so Christmas morning and a Tuesday lunchtime look the same to us. Times quoted below are in AEST, the zone our Australian players keep.
trustWhat if I doubt this site is licensed at all?+
Silversands Casino Ltd. holds Malta Gaming Authority licence MGA/B2C/286/2006 and trades from Triq il-Kbira, St Julian's, company number C-81669. That regulator polices the licence, so a complaint you cannot settle with us can go to it. Checks on our game fairness sit with GLI and eCOGRA.
trustCan I have my account shut and my details gone?+
Ask the team to close it and confirm the request; one account per player is the rule, so a duplicate gets closed anyway. Your balances are settled first, since money owed is paid before the door shuts. Ask [email protected] separately if you also want your personal data removed.
Seven lines of timing

How fast each channel moves

This tells you how long each channel takes and what AEST means here.

Live chat

Chat hours24 hours a day, 7 days a week
First chat reply2 minutes
Time zoneAEST

E-mail

E-mail address[email protected]
E-mail reply8 hours

Phone

Phone number+61 2 0244 5852
Phone waiting time5 minutes

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