Aerobet handles player questions through Live Chat and a single support email, with an extra layer of personal contact for VIP members. The sections below show which route suits which issue.
Contact Channels
Every route listed here comes from the casino's own help pages.
| Channel | Availability | Best used for |
|---|---|---|
| Live Chat | Link in the site footer | Quick account and game questions, account closing |
| Email: support@aerobetvip.com | Responsible-gaming help at all times | Refunds, KYC and AML queries, complaints, self-exclusion |
| VIP Manager | VIP members | Personal offers, cashback queries |
| Private VIP Telegram Channel | VIP members | Giveaways, promo codes, VIP notices |
| VIP Live Support | 24/7 | VIP account matters |
Support Languages
The site's language selector shows English CA; help content appears in English.
Help Centre Sections
The footer groups self-help under Help, FAQ and Guide.
- FAQ: starting to play, password recovery, closing an account, currencies, topping up, withdrawing, games not loading, clearing browser cache
- Guide: registering, verifying identity, depositing, playing, withdrawing
- VIP FAQ: quarterly cycles, Retention Threshold, Protection Period, Grace Period, cashback, VIP Transfer
- Policy pages: KYC & AML Policy, Payments, Deposit limits, Terms & Conditions, Privacy Policy, Cookies Policy
Account and Verification Questions
Verification follows three steps tied to deposit and withdrawal thresholds.
- Complete profile details on the settings page: name, nationality, gender, date of birth and address.
- Above €500 deposited or withdrawn, upload a photo ID shown beside a paperclip carrying a random six-digit number, plus a photo of the face.
- If the two electronic address checks fail, send a recent utility bill, bank statement or official residence document.
- Above €5,000, provide proof of source of wealth such as employment, business ownership, inheritance, investment or family.
- Allow up to 72 hours for checks once all documents are in.
Deposits or withdrawals above each threshold stay on hold until the matching step is complete.
Complaints and Data Requests
Complaints about KYC and AML checks or account decisions go to support@aerobetvip.com. The same address handles requests to update personal data or question how it is used, and promotional emails can be switched off from the profile settings or via the link in each message. Refund requests must be sent within seven days of the transaction, or within 30 days if another person or a minor accessed the account, and approved refunds are processed within fourteen business days.
Before Writing to Support
A complete first message cuts down on back-and-forth.
- Registered username or email address
- Date and time of the transaction or game round
- Payment method and amount involved
- Screenshots of any error message
- For game issues, the browser used and steps already tried
Frequently Asked Questions
Answers are grouped by topic: account, bonuses, payments, games and responsible gaming.
How is a forgotten password reset?
Click Log in, then Forgot password?, enter the registered email and press Reset password. Type the emailed code, enter the new password twice and click Save changes.
How can an account be closed?
By email to support@aerobetvip.com or through Live Chat.
Where does a bonus appear after depositing?
In the player profile, where it can be activated after a qualifying deposit.
Why are live casino tables unavailable?
Live Casino is locked during an active bonus and reopens once the bonus is completed or cancelled.
Which currencies are supported?
EUR, HUF, NOK, PLN, NZD, CAD, USD, BRL, CZK and AUD.
How long do withdrawals take?
Requests are processed within three banking days, longer around public holidays or extra checks.
Can a withdrawal go to a different method?
Payouts use the same payment details as the deposit; where a return to source is impossible, the casino assigns an alternative method.
What helps when a game will not load?
Refresh the page, try Chrome, Opera, Firefox or Safari, clear cache and cookies, pause antivirus software and turn off ad-blockers before contacting support.
Can games be tried for free?
Yes, most titles offer a free demo mode.
How does self-exclusion work?
A message to support sets an exclusion of half a year to five years, which cannot be reversed for the chosen period.
Is responsible-gaming support free?
Yes. Email help is stated to be available at all times, at no cost and in confidence.