Contact Us

Our dedicated customer support team is available 24 hours a day, 7 days a week, 365 days a year to assist you with any questions or issues. We are committed to providing prompt and effective assistance.

General Support

• Live Chat: Available 24/7 directly on our website. Average response time: within 30 seconds.
• Email: [email protected]
  Average response time: Urgent queries within 1-2 hours, general enquiries within 24 hours.
• Phone (Malta): +356 2034 1234
  Availability: 24/7. We aim to answer 80% of calls within 20 seconds.

Contact Form

Alternatively, you may use our online contact form (link to form) for general enquiries, and we will direct your message to the appropriate department.

We strive to ensure all players have a positive experience. If you have a complaint, please follow these steps:

1. Initial Complaint: Contact our General Support team via email at [email protected]. Provide as much detail as possible, including your username, game ID (if applicable), date, and a description of the issue. We aim to resolve all complaints within 10 business days.
2. Escalation to Compliance: If you are not satisfied with the resolution provided by our General Support, you may escalate your complaint to our Chief Compliance Officer by emailing [email protected].
3. Alternative Dispute Resolution (ADR): If your complaint remains unresolved after exhausting our internal processes, you have the right to refer your dispute to an approved Alternative Dispute Resolution entity. For MGA-licensed operators, this can be done through the Malta Gaming Authority's Player Support Unit or an independent ADR provider.
   • MGA Player Support: https://www.mga.org.mt/player-hub/player-support/
   • eCOGRA: As an eCOGRA certified operator, we also offer access to their independent dispute resolution service for eligible complaints. More information can be found on the eCOGRA website.

We are fully committed to responsible gaming and provide tools and support to help you manage your play. Our dedicated Responsible Gaming team can assist you with setting deposit limits, loss limits, session limits, wagering limits, reality checks, and self-exclusion periods.

For further assistance and support, please consider contacting these independent organisations:

• GamCare (UK): Provides free information, advice, and support for anyone affected by problem gambling. www.gamcare.org.uk | National Helpline: 0808 8020 133
• Gambling Therapy: Offers online support to problem gamblers and their friends and family worldwide. www.gamblingtherapy.org
• BeGambleAware (UK): Provides information, advice, and directs people to appropriate support. www.begambleaware.org
• Responsible Gaming Foundation (Malta): Promotes responsible gaming practices and offers support in Malta. www.rgf.org.mt

Your security and trust are paramount. CrazyTime Global Entertainment Ltd. implements robust measures to protect your data and ensure fair play.

• eCOGRA Certified: We are proud to be eCOGRA certified, an independent authority that ensures fair and responsible operator conduct. This includes regular audits of our RNG and payout percentages.
• Gaming Laboratories International (GLI): Our games' Random Number Generators (RNGs) are regularly tested and certified by GLI, an independent third-party auditor, to ensure fairness and randomness of outcomes.
• ISO 27001 Certified: We hold ISO 27001 certification for Information Security Management Systems, demonstrating our commitment to the highest standards of data security.
• PCI DSS Compliant: All payment transactions are processed in accordance with the Payment Card Industry Data Security Standard (PCI DSS), ensuring the secure handling of your financial information.
• SSL Encryption: Our website uses advanced SSL (Secure Socket Layer) encryption technology to protect all data transmitted between your browser and our servers.
• Segregated Player Funds: All player funds are held in separate bank accounts, entirely segregated from our operational funds, guaranteeing their safety and immediate availability.
• GDPR Compliance: We fully comply with the General Data Protection Regulation (GDPR) (EU 2016/679) and other relevant data protection laws, ensuring your personal data is handled with the utmost care and privacy. Read our complete privacy policy for detailed information.

We are active members of leading industry associations, demonstrating our commitment to best practices and the integrity of the online gambling sector:

• European Gaming and Betting Association (EGBA): www.egba.eu
• Remote Gambling Association (RGA): www.rga.eu.com

We are committed to making our website and games accessible to all users. We strive to meet WCAG 2.1 Level AA standards and continuously work to improve accessibility features. For specific accessibility needs or feedback, please contact our support team at [email protected].