Mistrabet Support

The Mistrabet support team is here around the clock. Live chat usually replies in about two minutes, and email support answers within twelve hours. This page shows how to reach the team, what to include for the quickest answer and the topics they help with every day.

Two ways to reach Mistrabet support

Live chat is the quickest route. Tap the chat icon in the corner of any page, on desktop or mobile, and a member of the team usually replies in about two minutes. It's available 24 hours a day, seven days a week, and it's ideal for questions about payouts, bonuses, verification and your account.

Email support is great for detailed questions or when you'd like to attach documents or screenshots. Use the email option in the Help section of your account, and the team answers within twelve hours. Every email conversation is saved in your account.

Which one to choose

For anything you'd like sorted quickly, live chat. For something that needs attachments or a written record, email.

What to include for the quickest answer

A few details in your first message help the team find everything straight away.

• Your registered email address. So the team can find your account.
• For payments, the transaction reference, method and amount.
• For bonuses, the name of the offer and the date you claimed it.
• For games, the game name, the approximate time and, for live tables, the table ID and round number.
• For technical issues, your device, browser and a screenshot if possible.

Security first

Support will never ask for your password or a two-factor code. To confirm your identity, the team may ask a couple of questions about your account.

What the support team helps with

The Mistrabet support team handles every part of your account, and a few topics come up most often.

Game questions

For questions about a game round, the team can review game logs and, for live tables, the recording of the round.

What support can do for you

The team can check any transaction, confirm the details of an offer, explain a game rule, help update your account details, set up a cool-off and escalate a question to the payments or verification teams. They can also pass on feedback about games, features and offers to the right people.

A few things are handled by set rules that apply to everyone: game results come from certified software, responsible gaming limits follow fixed timings, and verification follows licence requirements. Support explains each of these clearly and helps you with the next step.

Escalation

If a question needs a specialist, support passes it to the payments, verification or games team and keeps you updated.

Languages and opening hours

Support is available in English, around the clock, every day of the year. The team is spread across several time zones, so there's always someone on shift, whether you're playing on a Sunday morning or late on a weekday night.

Busy times

Weekend evenings are the busiest time for live chat. Replies stay quick, and at the busiest moments a short queue position appears in the chat window.

If a reply takes a little longer

Most questions are answered in a single conversation. Some, such as tracing a bank payment or reviewing a game round, need input from a specialist team, which can take a little longer. In those cases, support tells you what's being checked and roughly when to expect an update, and follows up by email.

Following up

If you'd like an update, reply to the same email thread or open live chat and mention your earlier conversation.

Quick answers you can find yourself

Many common questions have quick answers in your account or on this site.

1. Payout statusOpen your transactions to see pending, approved or sent.
2. Bonus progressTap your balance to see the wagering bar and closing date.
3. Verification statusYour account settings show the status of each document.
4. Offer detailsEvery offer card in the promotions lobby lists its rules.

Guides on this site

The guides linked throughout this page cover each topic in detail, with step-by-step instructions.

Support on your phone

Live chat works in your mobile browser, with the chat window sliding up over the page so you can keep playing or check your balance while you talk. You can attach screenshots from your phone's gallery in chat or by email.

Notifications for replies

When support replies to an email, a notification appears in your account's message centre.

Feedback and suggestions

The support team loves hearing ideas from players. If there's a game you'd like to see in the lobby, a feature you'd find useful or an offer you enjoyed, tell the team in chat. Feedback is shared with the teams who build the lobby and plan promotions.

Rating a conversation

At the end of a chat, you can rate the conversation, which helps the team keep improving.

A Sunday evening chat about a payout

A player opens the chat icon on a Sunday evening because their e-wallet payout hasn't arrived yet. Within a couple of minutes, a member of the team says hello and asks for the registered email address. The player shares it along with the transaction reference from their payout details. The agent checks the payment system and sees the payout was approved forty minutes earlier and sent to Skrill ten minutes ago.

The agent explains that e-wallet payouts arrive in about 15 minutes after approval and suggests checking the Skrill app in a few minutes. The player refreshes the app while still in the chat and sees the money has just landed. The whole conversation takes about six minutes, and the transcript is saved in the player's account.

When a chat needs a follow-up

If a question needs a specialist team, the agent explains what's being checked, gives an expected timeframe and sends the update by email.

Support for verification

Verification questions are among the most common in chat, and the team is well practised at making them easy. They can explain which documents your account needs, check whether an upload has arrived, tell you why a document was sent back and suggest how to take a clearer photo. If you're unsure whether a particular document will be accepted, just ask before you upload it.

Documents themselves are always uploaded through the verification section of your account, which keeps them secure. The verification guide covers the three documents and photo tips in detail.

Checking your status

Support can confirm your verification status and the expected review time for any document currently in review.

Support for bonuses and promotions

Bonus questions are quick to answer in chat. The team can confirm whether an offer was attached to a deposit, show how much wagering is left, explain which games count in full and check the closing date of your bonus. They can also explain the rules of a reload, a spin drop or the weekly slot race.

For the welcome package, the welcome package guide and the wagering guide answer most questions in advance, and support is always happy to go through your own account's details.

Loyalty questions

The team can also tell you your current tier, your points total and how far you are from the next level.

Support for sports bettors

The same support team helps with sportsbook questions: how a market settles, why a live bet needed a price change, how cash out works on a particular bet, or when the €30 welcome free bet arrives. For settlement questions, including your bet reference helps the team check the official result and the bet's history in moments.

The sportsbook guide and the live betting guide explain the most common topics.

Result corrections

If an official result changes after a match, support can explain how affected bets were resettled.

Support for payments

Payment questions are the most common topic in live chat, and the team can check any deposit or payout in moments. For deposits, they can confirm whether a payment reached your balance, why a card payment was declined by a bank and how to try another method. For payouts, they can see the status, the approval time, the method and, for crypto, the transaction ID, and they can trace a payment with the provider if needed.

Having the transaction reference ready makes every payment question quicker. The payout times page lists the timing for each method, which answers many questions straight away.

The Mistrabet payments team

Behind live chat, a dedicated Mistrabet payments team approves payouts seven days a week. When a question needs their input, support passes it on directly, so answers on payment topics come from the people who handle your money every day.

Updating payment details

If a card has expired or a bank account has changed, support can help update your saved details so the next payout goes through smoothly.

Complaints and formal reviews

If support hasn't been able to resolve an issue to your satisfaction, the formal complaints process provides a written review by a senior member of the team, with a clear timeline. The complaints guide explains what to send and what happens next.

Keeping records

Chat transcripts and email conversations are saved in your account, which makes a formal review straightforward.

More help from Mistrabet

The guide below explains the complaints process in detail.

• Filing a complaintHow to raise a query with our team and how quickly it gets sorted out.Find out more