Contact MATE29 Support
Someone is awake and on the chat right now, whatever time you're reading this. Median pickup is under 60 seconds, and every channel below reaches the same crew — pick whichever suits you.
Four channels, one crew
Live chat is the fastest for anything account-related because the agent can see your session while you talk. Email is better when you need to attach a document. Telegram and WhatsApp are there because plenty of our members would rather not open a browser tab at all.
Live chat — 24 hours, every day
Tap the chat bubble anywhere on the site. Median first reply is 41 seconds and our published target is 60. Agents can verify your identity in-session, so most deposit and withdrawal questions are resolved inside the one conversation.
Email — [email protected]
Best for verification documents, complaints and anything with an attachment. First response within 15 minutes during Australian waking hours, and under two hours overnight. Payment escalations can also go direct to [email protected].
Telegram — @mate29casino
Our channel carries drop codes, Lucky Draw results and outage notices before they hit the site. Direct messages to the account are monitored by the same support roster, though we never ask for passwords or full card numbers there.
WhatsApp — quick questions only
Handy for a fast "has my payout gone out yet". For anything requiring identity documents we'll move you across to email or live chat, because WhatsApp isn't the right place to send a driver's licence.
We will never ask for your password. Not on chat, not by email, not on Telegram. If a message claiming to be from MATE29 asks for your login, your full card number or a payment to "release" a withdrawal, it is not us. Forward it to [email protected] and we'll chase it.
Write to the crew
Fill this in and it lands in the same queue as live chat. Include your username if you have one — it saves a round trip. Never send passwords or full card numbers through this form.
Three things that usually solve it faster
Check the help centre
Our help centre covers verification, wagering maths, payout timing and limits in plain language. Most questions land there first.
Have your details handy
Username, the date of the transaction and the amount. With those three, an agent can pull the record in seconds instead of asking you twice.
Verify once, early
Uploading ID at signup rather than at cashout is the single biggest thing you can do to make your first withdrawal instant.
Complaints and how we handle them
If something has gone wrong and the first reply hasn't fixed it, say the word "complaint" to any agent or put it in the subject line of an email. That flags the ticket, takes it out of the normal queue and puts it in front of a duty manager. You'll get an acknowledgement with a reference number within 24 hours and a substantive answer within five business days.
If we can't resolve it between us, you're entitled to escalate to our licensing body. The escalation details, along with the full step-by-step process and the evidence we'll ask you for, are set out in the dispute resolution section of our terms and conditions. We won't close a complaint as resolved without telling you why.
Response times we hold ourselves to
| Channel | Hours | Target first reply | Best used for |
|---|---|---|---|
| Live chat | 24/7 | Under 60 seconds | Account, deposits, urgent payout questions |
| 24/7 | 15 minutes daytime, 2 hours overnight | Documents, complaints, detailed histories | |
| Telegram | 24/7 | Under 10 minutes | Codes, draw results, quick queries |
| 6am – midnight AEST | Under 10 minutes | Short status checks | |
| Complaint escalation | Business days | Acknowledged in 24 hours | Formal disputes |