Aerobet keeps support simple, live chat on the site and email at support@aerobetvip.com. Before writing to anyone it's worth opening the help centre, because the FAQ and the user guide already answer most of the boring stuff like passwords, deposits or a game that won't start. Below is what we found about each option, plus a few things in the terms you'd better know before you need help.
Live Chat and Email
Live chat is the quick option for questions about a bonus, a payment or your account. The only place we saw 24/7 mentioned is the VIP programme, so it's fair to expect round the clock help there, but regular players might want to keep that claim in mind rather than rely on it at 4 in the morning.
Email is better for anything serious. Documents, complaints and long stories all go to support@aerobetvip.com, and you keep a written trail. Note that the address uses aerobetvip.com and not the main domain. It is the one listed by Aerobet itself, so it's fine, just don't be surprised by it.
| Channel | When | Good for |
|---|---|---|
| Live chat | On the site, 24/7 per the VIP terms | Bonuses, payments, account questions |
| Email (support@aerobetvip.com) | Any time, written | Complaints, documents, anything you want on record |
English or French Only
Support speaks English and French, nothing else. For UK players that's no issue. One small detail from the terms is useful though. If a translated version ever says something different, the English text is the one that counts, so in a dispute we wouldn't bother with any other language.
The Verification Check Is Quite Thorough
No withdrawal goes out before KYC, and Aerobet asks for more than many casinos do. Besides a passport, ID card or driving licence, you need a selfie holding that ID with a handwritten note of six random digits, and then another photo of your face. Proof of address or a bank statement comes after that. Every card you deposited with has to be photographed on both sides, first 6 and last 4 digits showing and the CVV covered. Expect up to 72 hours. Cross €500 and you may get more questions, and past €5,000 they want to know where your money comes from.
If Something Goes Wrong
Complaints go by email. The terms say Aerobet's decision on a disputed transaction is final, which is a bit one sided, so keep every message and screenshot from the start. It also speeds things up if your first email already has your username or registered email, the date and time of the payment or round, the method and amount, and for a broken game its name and provider.
Questions People Ask
I forgot my password, what now?
Go to the sign in form and use the recovery option there. The help centre has a short guide on it too.
Can I close my account or open a second one?
Closing is possible through support. A second account isn't, Aerobet allows one per person, household, IP address and device and closes duplicates.
Why is live casino greyed out?
Almost always because there's an active bonus on the account. Finish or cancel it and live tables open again. While wagering, bets are also capped at €5.
How long does a withdrawal take and where does the money go?
Around 3 business days, longer if a check is running. It always goes back to the same method and details you deposited with, the minimum deposit for that is €20.
A game won't load, any tips?
The FAQ blames the browser cache in most cases, so clear it and try again. Many games also have a free demo, live tables excluded, which is handy for checking if the problem is the game or your connection.
How long can I exclude myself for?
Anything from 6 months to 5 years, and no new account during that time.