Rich Palms Customer Support

How to Reach Us

Rich Palms operates two primary support channels: live chat and email. Both are staffed 24 hours a day, seven days a week, with no scheduled downtime. Live chat is the fastest route for time-sensitive queries, while email is better suited for issues that require document attachments or a written record of the conversation.

Live Chat

The live chat widget is accessible from every page of richpalms.app, as well as from within the Android APK and the iOS progressive web app. Click or tap the chat icon in the lower corner of the screen to open a session. Our agents have full visibility of your account, including your current balance, active bonuses, wagering progress, and recent transactions, so you do not need to provide this information manually. Live chat is the recommended channel for urgent matters such as a delayed cryptocurrency deposit, a locked account, or a question about your current Visionary iGaming live table session.

Email Support

Write to us at [email protected] for queries that require time to resolve or that involve document submission. Email is the appropriate channel for KYC verification document upload requests, formal payment dispute submissions, and detailed questions about the terms attached to a specific bonus offer. Our team responds to all emails within 24 hours, and complex cases receive a case reference number for tracking. When writing about a payment, include the transaction hash for cryptocurrency deposits or the last four digits and expiry date for card transactions.

What Players Typically Contact Us About

The most common reasons players reach our support team fall into four categories. Account access issues, including forgotten passwords and temporarily locked accounts after failed login attempts, are resolved quickly via live chat. Payment queries, covering deposit confirmation delays on Bitcoin, Ethereum, Litecoin, Dogecoin, Bitcoin Cash, or Tether (USDT) transactions and withdrawal status checks, are handled with direct access to our payment processing system. Bonus queries, particularly about how the 30x wagering requirement on the PALMS250 welcome bonus is calculated or which RTG titles contribute to clearing it, are among the most frequent contacts. KYC verification requests, where players need to submit identity and address documents before their first withdrawal, are processed via email or through the in-account verification portal.

What to Prepare Before Contacting Us

Having the following information available shortens resolution time considerably. For account queries, your registered email address is sufficient to locate your account. For payment queries, provide the date, amount, and payment method used, along with the transaction hash for cryptocurrency payments. For bonus disputes, state the promo code you applied (such as PALMS250) and the date of activation. For KYC verification, prepare a clear digital copy of a government-issued photo ID and a recent proof of address document dated within the last three months.

Escalation and Complaints

If an initial support interaction does not resolve your issue, you may request escalation to a senior agent by stating this in the live chat or email thread. All unresolved complaints are reviewed by our compliance team within five business days. Players who remain dissatisfied after this process may submit a complaint to the Curacao eGaming authority, the regulator that issued Rich Palms its Gaming License No. 365/JAZ, referencing the operator Palms Digital N.V. and your case reference number from our support correspondence.

VIP Member Priority Support

Players who have reached Platinum or Diamond tier in the Rich Palms VIP program are assigned a dedicated account manager. VIP members should contact their account manager directly rather than using the general live chat queue. The dedicated manager has authority to escalate payment processing, approve elevated withdrawal limits, and negotiate exclusive reload offers outside the standard promotions calendar.