Fast, Clear Help When You Need It

Live chat is staffed 24/7 and answers in under two minutes on average. Email (support@weplayego.com) replies within 12 hours, including messages with document attachments. We don't quote "within 48 hours" — that isn't support in 2026.

Chat and email run in English, Deutsch, Suomi, Norsk and more, around the clock. If your language isn't listed, Royaloak Casino agents will still help you in English at any hour.

Start with live chat or email so there's a record. If it isn't resolved, ask for a formal written complaint — we have to reply and, if it's still open after eight weeks, you can take it to our independent ADR (eCOGRA / IBAS) free of charge. The ADR body is named in our Terms under "Complaints".

Yes — chat can set deposit, loss and wager limits, reality checks, time-outs or self-exclusion on your account instantly. For confidential help beyond the site, Gambling Therapy offers free, multilingual support worldwide, and BeGambleAware (UK) / 1-800-GAMBLER (US) are always available. 18+ — when the fun stops, stop.

Availability depends on your location, local law, and our licensing rules. Some regions are fully supported, while others are restricted at registration, verification, or gameplay stage. The fastest way to check is to open our registration page and confirm your country in the drop-down list, or ask support for a direct eligibility check. If your region is blocked, we will tell you before you deposit. You can contact us for a quick confirmation.

Tax treatment depends on where you live, not just where you play. In some countries, gambling winnings are tax-free for players; in others, you may need to declare them as personal income. We do not provide tax advice, but we can supply account history, transaction records, and game logs to help with reporting. You can export your play and payment data from your account and then confirm local rules with a licensed tax professional. Talk to us if you need records.

No. We allow one account per person, household, device profile, and payment method unless we approve an exception in writing first. Multiple accounts can trigger security checks, bonus removal, and temporary account suspension while we verify identity. This rule helps us prevent fraud and keep promotions fair. If you registered twice by mistake, contact support before depositing so we can help close the duplicate account safely. Talk to Support for account help.

You can request account closure through live support or by sending a written request from your registered email address. We usually process standard closure requests within 24 hours after security checks are complete. If there is a remaining balance, open bets, or pending verification, we will explain the next step before closing the account. You can ask for a temporary break or a permanent closure depending on your needs. Reach out to us and we will guide you through it.