Updated
Contact Poly Casino
How to Reach Our Support Team
Questions happen. When they do, we want you back to play quickly. Our support team handles account access, Gold Coin purchases, bonus coins and verification queries for players across the US.
We publish our current contact channels and operating hours directly inside your account, on the Help section of the site. Because those details can change, we keep the live version on-site rather than duplicating them here. Log in, open Help, and you'll see the fastest way to reach us at that moment.
What to Include for a Faster Reply
A little detail saves a lot of back-and-forth. Tell us who you are and what went wrong.
When you contact us, please include the email address registered to your account, a clear description of the issue, and the date and time it occurred. Screenshots help enormously. If your message concerns a specific transaction or game round, add any reference number you have. Never send us your full card number or password — we will never ask for either.
Identity Verification (KYC)
Verification protects your account and keeps play fair. Truessence Inc., the operator of Poly Casino, may ask you to confirm your identity before certain actions are completed.
If we request documents, you'll be told exactly what to upload and where. Typical requests include proof of identity and proof of address. Respond promptly and clearly; blurry or cropped images slow things down. All players must be 21 or older, and we verify age as part of this process. See our terms for the full account rules.
Complaints and Escalation
Not happy with an answer? Say so. Ask our support team to escalate your case, and it will be reviewed by a senior agent.
Please give us a fair chance to investigate before seeking outside help. We aim to resolve complaints internally and will keep you updated on progress. If a matter cannot be settled between us, you may raise it with the relevant supervisory or data-protection authority in your jurisdiction. How we handle your information during any dispute is explained in our privacy notice.
If Gambling Stops Being Fun
Reaching out for support isn't only about your balance. If play starts to feel like a problem, help is available right now.
Call the National Problem Gambling Helpline free at 1-800-522-4700, or visit ncpgambling.org. You can also use the self-help tools on our responsible gambling page to set limits or take a break. We'll always honor a request to cool off.