A few simple habits make a noticeable difference to how quickly your query is resolved. The support team handles requests more efficiently when the relevant information is already in the first message rather than requested in follow-up exchanges.
For Live Chat
Have your registered email address ready before opening the chat window. Describe your issue in one clear sentence at the start of the conversation so the agent can identify the right department immediately. For bonus queries, mention the promotion name and the date of the qualifying deposit. For withdrawal questions, state the amount requested and the payment method used.
For Email
Include your registered email address in the first line of the message even if you are writing from the same address — it speeds up internal account matching. Attach all relevant documents in the same email rather than sending them separately. Write a specific subject line: for example, "Withdrawal pending since [date]" or "KYC documents for account [username]" rather than a generic "Question". A clear subject line routes your message to the correct team member without an intermediate triage step.
Responsible Gambling and Urgent Requests
If you need to request a self-exclusion or session break, make this clear at the very start of your chat or in the subject line of your email. The team treats responsible gambling requests as priority items and processes them ahead of standard queries. Players in Germany who need independent support can also reach the BZgA free of charge at 0800 1 37 27 00, daily from 10:00 to 22:00, for confidential gambling-related advice.
Disputes and Escalation
If your issue cannot be resolved through the standard support channels, you may escalate it to the licensing authority. Intense Casino operates under a Curaçao eGaming licence, and unresolved complaints can be directed to the relevant Curaçao authority as a final step. We recommend exhausting direct communication with the support team first, as most issues are resolved without external involvement.
