Customer Support

Welcome to Casino Elite Support. We're here to help with your account, payments, games, and responsible gaming. Choose the contact method that works best for you.

CONTACT US
Live Chat (Fastest Response)
Get instant help from our support team through our live chat:

In the App: Open the side menu (left drawer) and tap Support Chat
On the Website: Open the side menu on casinoelite.be and click Support Chat

Available 24/7

Email Support

We respond to all emails within 24 hours, Monday through Sunday. For urgent issues, please use live chat.
Support Hours

Live Chat: 24/7
Email: Response within 24 hours

FREQUENTLY ASKED QUESTIONS
Account & Sign-In
How do I sign in to Casino Elite? Casino Elite uses itsme® for secure authentication. You must have the itsme® app installed and verified on your device. itsme® is Belgium's trusted digital identity service.
I'm having trouble with itsme® login Make sure your itsme® app is up to date and you have an active internet connection. If issues persist, verify your itsme® registration at itsme.be or contact our support team.
How do I delete my account? You can delete your account directly from within the app:

Open the Profile section — either way works:

Tap the Profile tab in the bottom tab bar, or
Open the side menu (right menu) and tap Profile

Scroll to Account Delete and tap it
A confirmation popup will appear: "Are you sure you want to permanently delete your account?"
Tap Confirm to complete the deletion

We will process your deletion within 30 days in line with GDPR requirements. Note: regulatory rules require us to retain certain transaction records.
If you have any trouble with in-app deletion, you can also email our support team with the subject "Account Deletion Request":

English: help-en@casinoelite.be
French: help-fr@casinoelite.be
Dutch: help-nl@casinoelite.be

Payments & Withdrawals

How do deposits work? We support recognised Belgian payment providers. Deposits are processed instantly so you can start playing right away.
How long do withdrawals take? Withdrawals are typically processed within 24 to 48 hours, depending on your chosen payment method. You can track the status in your account history.
Are there any deposit or withdrawal fees? Casino Elite does not charge fees on deposits or withdrawals. Your payment provider may apply standard transaction fees.
I haven't received my withdrawal Withdrawals can take up to 48 hours. If it has been longer, please contact support with your transaction reference.

Rewards & Promotions
How does cashback work? You earn cashback automatically on every bet you place. The conversion is simple: 100 COINS = €1 real cash. There is no wagering requirement.
What are Random Jackpots? Casino Elite features 4 Random Jackpots of €50,000 or more. These can drop at any time on eligible games. Eligibility is shown on each game's info page.
What are Hourly Prize Drops? Throughout the day, instant rewards are available across popular titles. Check the promotions tab for the current schedule.
How do I join tournaments? Open the app and navigate to the Tournaments tab. Choose any active tournament and start playing eligible games. Leaderboards update in real time.

Games & Platform
Which games are available? Casino Elite offers 700+ curated games including Dice, Dice Slots, Roulette, Blackjack, and Table Games. All games are provided by audited, reputable studios.
Why are some games unavailable to me? Game availability depends on licensing, location, and account verification. Some titles may not be available in certain regions.
The app is running slow or crashing Make sure your iOS device is updated to the latest version. Try closing and reopening the app. If the issue continues, contact support with your device model and iOS version.

Eligibility & Location
Why can I only play in Belgium? Casino Elite operates under a Belgian B+ licence issued by the Belgian Gaming Commission. Real money gaming is only available to verified players physically located in Belgium who are 21 years or older.
What if I travel outside Belgium? Real money gaming features will be unavailable when you are outside Belgium. You can still log in to view your account, but gameplay will be restricted.
RESPONSIBLE GAMING
At Casino Elite, we are committed to safe and responsible gaming. Gambling can become addictive. Please play responsibly and within your means.
If gambling is no longer fun, free and confidential help is available in Belgium:
Helpline: 0800 35 777 (free, confidential, 24/7)
Website (NL): speelpleziercheck.be
Website (FR): jeuxhasard.be
Contact us:

Tools Available In Your Account
We provide a full set of responsible gaming tools within the app. To access them, open the app and go to Profile → Responsible Gaming.

Deposit Limits — set daily, weekly, or monthly caps on your deposits
Session Time Limits — limit how long you play in a single session
Reality Check Reminders — receive pop-up reminders about your time and spending
Cool-Off Period — temporarily block your account for 24 hours to 6 months
Self-Exclusion — permanently exclude yourself via the EPIS register

EPIS Register
The EPIS (Excluded Persons Information System) is managed by the Belgian Gaming Commission. Players registered in EPIS cannot access any Belgian licensed gaming services.
For more information: gamingcommission.be
Signs of Problem Gambling
If you notice any of the following, please consider reaching out for help:

Spending more than you can afford
Gambling to escape problems or emotions
Hiding your gambling from others
Borrowing money to gamble
Feeling restless or irritable when not gambling

Free, confidential support is always available at 0800 35 777 or speelpleziercheck.be.

PRIVACY & DATA
We collect only the data necessary to operate the service, secure your account, and comply with regulatory requirements.
To exercise your GDPR rights, including data access, correction, or deletion requests, please email our support team:

We will respond to your request within 30 days.

LICENCE & LEGAL
Casino Elite is operated under an official Belgian B+ licence, regulated by the Belgian Gaming Commission.

Operator: Casino Elite BV
Licence Type: Belgian B+
Regulator: Belgian Gaming Commission (gamingcommission.be)

Player Eligibility

21 years of age or older
Physically located in Belgium
Identity verified via itsme®

For licence details and regulatory information: gamingcommission.be
STILL NEED HELP?
If you couldn't find what you were looking for:

Open Live Chat — side menu → Support Chat
Email us: