Customer Support

Player assistance at Shibu Spins Casino operates around the clock, ensuring Canadian players never face issues alone. The support infrastructure combines instant live chat, detailed email responses, and self-service resources covering common questions.

Live Chat Support

The primary support channel delivers real-time assistance within minutes. Clicking the chat icon in the bottom corner connects players with trained representatives who handle everything from deposit issues to bonus inquiries.

What Live Chat Handles

• Account verification questions
• Deposit and withdrawal status
• Bonus activation and terms
• Technical gameplay issues
• Responsible gambling tools
• General account inquiries

Average response times run under three minutes during peak hours, with overnight coverage maintaining service continuity. Chat transcripts arrive via email for reference after conversations conclude.

Email Support

Complex issues benefit from detailed email correspondence. The support team responds within 12 hours to most inquiries, with priority handling for urgent financial matters.

Effective Email Communication

• Include account username in the subject line
• Describe the issue chronologically
• Attach relevant screenshots when applicable
• Specify preferred resolution if known

Clear communication accelerates resolution timelines. Vague descriptions require back-and-forth clarification, extending overall handling time.

Help Centre Resources

The self-service knowledge base addresses frequently asked questions across major categories. Searchable articles provide step-by-step guidance for common tasks.

Help Centre Categories

Category	Topics Covered
Account	Registration, verification, settings
Deposits	Methods, limits, troubleshooting
Withdrawals	Processing times, requirements
Bonuses	Terms, wagering, eligibility
Games	Rules, features, RTP information
Security	Two-factor authentication, passwords

Account Verification Process

Identity verification protects players and ensures regulatory compliance. The standard KYC (Know Your Customer) process requires documentation before first withdrawal.

Required Documents

• Photo ID: Valid passport or driver’s licence showing name and date of birth
• Proof of Address: Utility bill, bank statement, or government letter dated within 90 days
• Payment Verification: Credit card photo (first/last 4 digits visible) or banking screenshot

Document submission occurs through the secure upload portal in account settings. Review typically completes within 24 hours, with email confirmation upon approval.

Expediting Verification

Submitting documents immediately after registration prevents withdrawal delays. Clear, well-lit photographs of unfolded documents process faster than blurry or partial images. Ensuring name consistency across all documents eliminates additional verification steps.

Responsible Gambling Support

Shibu Spins provides tools for players who want to manage their gambling activity. Support staff can activate these features upon request, or players can self-manage through account settings.

Available Tools

• Deposit Limits: Daily, weekly, or monthly caps on funding
• Session Limits: Automatic logout after set playtime
• Loss Limits: Pause triggers when losses reach thresholds
• Reality Checks: Pop-up reminders of session duration and spending
• Self-Exclusion: Temporary or permanent account closure

External Resources

Canadian players experiencing gambling-related difficulties can access confidential support:

• Connex Ontario Helpline: 1-866-531-2600
• Gamblers Anonymous Canada: Meetings nationwide
• Canadian Centre on Substance Use and Addiction: CCSA.ca

Support staff receive training in recognizing problem gambling indicators and can facilitate connections to appropriate resources.

VIP Support Channel

Players reaching Gold tier and above access priority support queues with dedicated representatives. VIP account managers provide personalized assistance including:

• Direct phone contact during business hours
• Expedited withdrawal processing
• Custom bonus negotiations
• Problem resolution escalation
• Event and tournament coordination

Technical Troubleshooting

Common Issues and Solutions

Game Not Loading

• Clear browser cache and cookies
• Disable ad-blockers temporarily
• Try alternative browser or device
• Check internet connection stability

Deposit Not Credited

• Verify bank transaction completion
• Check for pending status in cashier
• Contact live chat with transaction reference

Bonus Not Applied

• Confirm minimum deposit met
• Check bonus code entry if required
• Review promotional terms for eligibility
• Request manual activation through chat

Feedback and Complaints

Player feedback shapes service improvements. Compliments, suggestions, and complaints receive review from the customer experience team. Unresolved complaints can escalate to the licensing authority through formal dispute resolution channels detailed in the terms of service.

Contact Information Summary

• Live Chat: 24/7 via website widget
• Email: Available through account portal
• Response Times: Chat under 5 minutes, email within 12 hours
• VIP Hotline: Available for Gold tier and above