Contacts and Customer Support

Nitrobet's support team is available 24 hours a day, 7 days a week to assist with any question or problem. Whether you need help with your account, bonus information, technical assistance or payment clarifications, there are several channels to reach us.

Live Chat - Immediate Support

The fastest method to get assistance is live chat available directly on the site. Click the chat icon in the bottom right of the page to start a conversation with an operator.

Live Chat Advantages

Immediate response - average wait times under 2 minutes
Available 24/7, even during weekends and holidays
Multilingual support (English, Italian, Spanish, German)
Quick resolution for most standard queries

Live chat is ideal for urgent matters like login problems, deposits not crediting, bonus not activated, or any situation requiring immediate response. Operators have access to your account profile and can verify transactions in real-time

Peak Traffic Hours

Although the service is 24/7, there are time periods with more requests. Between 18:00 and 23:00 CET (European evening hours) wait times can stretch slightly. For non-urgent matters, consider contacting support during morning or early afternoon when volume is lower

Email Support

For more complex issues requiring documentation or detailed explanations, email is the appropriate channel.

Official Email Address

[email protected]

When sending email to support, always include:

Username or registered email on account
Detailed problem description
Relevant screenshots (if applicable)
Transaction ID or specific references
Date and time when problem occurred

More information you provide in the first message, faster the resolution will be. Support team generally responds within 12-24 business hours. Emails sent during weekends might receive response the following Monday.

When to Use Email Instead of Chat

Some situations are better handled via email:

Bet or game result disputes
KYC problems or document verification
Account data modification requests (email change, address update)
Formal complaints needing written record
Account closure or self-exclusion requests

Email maintains written record of conversation, useful if the issue requires escalation or multiple follow-ups

FAQ and Knowledge Base

Before contacting support, it's worth checking the FAQ section on the site. It covers the most common questions about:

Registration and account verification
Deposit and withdrawal methods
Bonus terms and conditions
Wagering requirements
Common technical problems
Responsible gambling tools

The knowledge base is organized by categories so you can easily navigate to the relevant section. Many queries find immediate answers there, saving time compared to contacting support

Legal and Business Information

Operator

Fortuna Games N.V.
Registered address: Seru Loraweg 17 C, Willemstad, Curaçao
Registration number: 162413

License

License issued by Curaçao Gaming Authority
License number: OGL/2024/112/0974
Issued on: June 24, 2025

Billing Agent

Deltaprime Limited
Address: Angelou Terzaki, 110B, Flat/Office 1, Egkomi, 2402, Nicosia, Cyprus
Registration number: HE 444864

Deltaprime Limited acts as EEA Representative of licensed entity Fortuna Games N.V. for payment processing and financial transaction management

Channel	Availability	Response Time	Best For
Live Chat	24/7	< 2 minutes	Urgent matters, immediate support
Email	24/7	12-24 hours	Complex problems, documents, disputes
FAQ	Always available	Immediate	Common questions, general info

Feedback and Suggestions

Nitrobet values player feedback. If you have suggestions on how to improve service, new features you'd like to see implemented, or simply want to share your experience, the team is open to receiving input.

You can send feedback via:

Email to support with subject "Feedback"
Live chat mentioning you want to leave a suggestion
Feedback form on site (if available in account section)

Complaints are also taken seriously. If you had a negative experience or feel something wasn't handled correctly, contact support via email describing the situation in detail. Management team reviews all formal complaints and responds within 48-72 hours

Dispute Resolution

In case of disputes that can't be resolved directly with customer support, there's an escalation process.

Complaint Procedure

First step: Contact support via email describing the dispute. Include all relevant details (dates, amounts, screenshots).
Second step: If support response isn't satisfactory, you can request escalation to management team. Mention explicitly in reply email that you want to escalate.
Third step: If management also doesn't resolve the matter, you can contact the licensing authority (Curaçao Gaming Control Board) for independent mediation.

Most disputes are resolved at first or second step. Escalation to licensing authority is rare and typically reserved for cases where there's substantial disagreement on T&C interpretation or game functionality

Communication Security

When communicating with Nitrobet support, keep in mind some security best practices:

Verified Emails

Nitrobet will never ask for password via email. If you receive a message requesting credentials, it's phishing. Official email addresses always end with @nitrobet-italia.com. Any other variation (like nitrobet-support.com or nitrobet.verify.com) is fake.

Sensitive Information

When interacting with live chat support, it's ok to provide username/email and describe the problem. But never share:

Account password
Complete credit card numbers (maximum first 6 and last 4 digits if requested)
CVV or security codes
OTP or 2FA codes if used for email

Legitimate support doesn't need this information to assist you. If someone requests it, it's a red flag that might be a fraud attempt

Identity Verification

For sensitive matters like account email change or urgent withdrawal requests, support might ask security questions to verify you're the legitimate owner: date of birth, last deposit made, payment method used. This is normal anti-fraud procedure - don't worry if these questions are asked