Contact Us

We are here to help. Whether you have questions about your account, a transaction, a promotion, or need technical assistance, the OnPointCasino.us and OnPointCasino.com support team is ready to assist you. Please review the contact options and guidelines below.

1. Customer Support

Primary Support Email: support@onpointcasino.com. This is our primary support channel for all account, billing, and general inquiries. We aim to respond to all emails within 1 business day (Monday – Friday, 9:00 AM – 6:00 PM CT).

Support Hours

• Monday – Friday: 9:00 AM – 6:00 PM CT
• Saturday: 10:00 AM – 4:00 PM CT
• Sunday: Closed (urgent issues reviewed; responses by next business day)

2. What We Can Help With

Account & Verification

• Account registration questions
• KYC / identity verification issues
• Password reset or account access problems
• Account suspension or restriction inquiries

Purchases & Payments

• Gold Coin purchase issues or questions
• Payment failures or error codes
• Refund requests (see our Refund Policy for eligibility)
• Unauthorized or disputed charges

Sweeps Coins & Prize Redemptions

• Sweeps Coins balance inquiries
• Redemption request status
• Prize payout questions
• Promotion and bonus inquiries

Technical Support

• Platform access or login issues
• Game loading or performance problems
• Mobile app issues
• Browser compatibility questions

Compliance & Privacy

• Privacy rights requests (data access, deletion, correction)
• Responsible gaming resources and self-exclusion
• Compliance documentation requests
• Report a security vulnerability: support@onpointcasino.com

3. How to Write an Effective Support Email

To help us resolve your inquiry quickly, please include the following when contacting support:

• Subject line: Brief description of your issue (e.g., “Redemption Request Status — Username: JohnDoe”)
• Your registered email address or username
• Description of the issue: What happened, when it happened, and what you were trying to do
• Transaction ID or date (for billing-related issues)
• Screenshots or documentation (if applicable)

4. Response Time Expectations

We take every support request seriously and work to resolve issues as quickly as possible. Here are our standard response times:

• General inquiries: Within 1 business day
• Account access issues: Within 4 business hours during support hours
• Payment or billing disputes: Within 1–2 business days
• Redemption inquiries: Within 1–3 business days
• KYC/verification issues: Within 1–2 business days
• Privacy rights requests: Within 30 days as required by law

5. Responsible Gaming Support

If you are experiencing difficulties related to your gaming activity, we are here to help. You can request self-exclusion, spending limits, or a cooling-off period at any time by contacting us at support@onpointcasino.com. External resources are also available:

• National Problem Gambling Helpline: 1-800-522-4700 (24/7, free, confidential)
• National Council on Problem Gambling: ncpgambling.org
• Gamblers Anonymous: gamblersanonymous.org

6. Legal & Compliance Inquiries

For legal notices, compliance documentation requests, or law enforcement inquiries, please direct correspondence to:

OnPoint Administration LLC
Attn: Legal / Compliance Department
Email: support@onpointcasino.com
Nashville, Tennessee

7. Feedback and Suggestions

We welcome feedback from our community. If you have suggestions for improving the Platform, new features you'd like to see, or general feedback, send us a note at support@onpointcasino.com with “Feedback” in the subject line.

Thank you for being part of the OnPointCasino.us and OnPointCasino.com community. We look forward to hearing from you — support@onpointcasino.com