Support
Need help with your account, a purchase, or a game? Daruma.us Casino’s support team is available around the clock to answer questions, walk you through processes, and resolve issues quickly. We keep things personal and approachable, so you can reach a real person who knows the platform, the bonuses, and the rules that matter to players.
How to reach us
- Live chat: Open the chat widget for immediate help from a support agent.
- Email: Send detailed requests to support@daruma.us and attach documents when needed.
- Phone callback: If you prefer to talk by phone, request a callback via chat or email and our team will arrange a call.
We also accept MasterCard and Visa, and operate in US dollars, so support staff can assist with deposits, purchases, and payment questions tied to those methods.
Response times you can expect
We aim to keep response times short and predictable.
- Live chat: typically answered within minutes.
- Email: usually responded to within 24 hours, often sooner.
- Phone callback: arranged within 24 hours in most cases.
For withdrawal redemptions and verification-related follow-ups, many requests are processed in 1–3 days, though terms permit up to 30 days for certain payments or larger redemptions. All responses include guidance on next steps and expected timelines.
Quick answers in the FAQ and Help Center
Before you contact support, check the searchable FAQ for step-by-step guides on:
- Account setup and verification (KYC),
- Deposits and coin purchases,
- Redeem rules for Sweeps Coins and Gold Coins,
- Bonus terms and wagering requirements.
The FAQ is designed so you can get immediate answers for common issues. If something needs more attention, our agents will pick up the conversation and handle it directly.
Account, transactions, and bonus support
Our team specializes in the most common player concerns, including:
- KYC verification and secure document uploads,
- Deposit and payment questions involving MasterCard and Visa,
- Sweeps Coins and Gold Coins redemption rules — including the $100 minimum equivalent (100 SC) to request a redemption, a $5,000 per-transaction maximum, and one redemption every 5 days,
- Wagering rules — standard 1x playthrough on Sweeps Coins unless a promotion states otherwise.
Support will guide you through verification steps required before any redemption, explain hold times, and escalate urgent transaction issues when needed.
Game-specific help and troubleshooting
If a game freezes, a spin behaves oddly, or you have a question about a bonus round, contact chat and include the game name, session time, and a screenshot if possible. For issues tied to specific titles like Evoplay’s Cat’s Blessing Slots, reference the game page so agents can match the exact build and feature set (see the Cat’s Blessing Slots review for details).
Agents know the studio partners, common feature triggers, and best fixes for desktop or mobile play.
Security, privacy, and fairness
We treat your documents and account information with strict confidentiality. KYC is required before processing redemptions, and support will explain exactly what’s needed and why. When you contact us, expect clear instructions, secure upload methods, and a confirmation once your case is closed.
Terms, limits, and next steps
Support always points you to the applicable terms and conditions for promotions or payouts. If you have questions about the no-deposit welcome bonus (20K GC + 1 SC), first purchase bundles, daily gifts, or redemption thresholds, our agents will explain the rules and any state-specific restrictions that apply. For an overview of the site and policies, check our main review page.
We’re here to help—reach out anytime via live chat, email, or request a phone callback, and we’ll guide you through the next steps with clear, practical answers and a focus on getting your issue resolved quickly.