How to reach us
Our support team is ready to help you 24/7. The live chat opens on every page and is the fastest route for account, payment and bonus questions; support@golisimo.com takes written requests, account closures and self-exclusions; complaints@golisimo.com handles formal complaints. The Help Centre answers the most common questions without waiting.
| Channel | For |
|---|---|
| Live chat | account, payments, bonuses, technical questions; around the clock |
| support@golisimo.com | written requests, account closure, self-exclusion, first stage of a complaint |
| complaints@golisimo.com | formal written complaint after an unresolved first stage (T&C 13.4) |
| Help Centre | answers to common questions, 24/7 |
The Help Centre
The Help Centre groups its answers into eight categories: Bonuses & Promotions, Casino, Deposits, General, My Account & Verification, Sportsbook, Technical and Withdrawals. Most questions about a pending withdrawal, a bonus that has not appeared or a document request are answered there in a minute.
Common issues and the rule behind them
| Issue | What applies |
|---|---|
| Cannot log in | check password, capitalisation and autofill; live chat is open around the clock; keep your credentials confidential (T&C 3.3) |
| Withdrawal is taking time | processing within 3 business days, Mon–Fri 6 AM–5 PM GMT (6.15); checks may extend it (6.16); up to 3 pending requests (6.13) |
| Documents requested | ID, proof of residence and payment proof within 30 days (5.1, 5.3) |
| Bonus not credited | opt-in with “Get Bonus” and a qualifying deposit; one bonus per person (7.2) |
| Closing the account | e-mail to support@golisimo.com with zero balance and no pending withdrawal (3.7) |
| Commission on a withdrawal | only if the deposit was not wagered once: 10% or 15% (6.8) |
How a complaint runs
Most matters are settled in chat or by e-mail. If an answer does not resolve your issue, the T&C give you a formal route with a fixed deadline for our reply.
- Write to support@golisimo.com or use the live chat; we answer through the support inbox (T&C 13.1, 13.4).
- If the matter stays open, send a written complaint to complaints@golisimo.com from your registered e-mail address, subject COMPLAINT, with your username, full name, a summary and the dates and times (13.5).
- Our Complaints Resolution Committee reviews it and answers within ten days; complex cases may take longer (13.6, 13.7).
- A disagreement about a game outcome takes the same route (13.3).
| Item | Why |
|---|---|
| Username and full name | mandatory parts of a complaint (13.5) |
| Date and time of the incident | mandatory parts of a complaint (13.5) |
| Chat transcript or reply e-mail | evidence of the first stage (13.4) |
| Receipts for the deposit or request | for questions under 6.6, 6.8, 6.19 |
Deadlines around contact
| Occasion | Deadline | Clause |
|---|---|---|
| Request a refund of a deposit | within 24 hours of the transaction; reply aimed at within 10 business days | 6.6 |
| Report a mistaken credit | immediately, by e-mail | 6.20 |
| Submit requested documents | 30 days | 5.3 |
| Receipt of a notice from us | deemed received no later than 5 business days after sending | 12.1 |
| Answer to a written complaint | 10 days, longer for complex cases | 13.7 |
| Processing of a withdrawal | 3 business days, Mon–Fri 6 AM–5 PM GMT | 6.15 |
How we communicate
Notices appear on the site or arrive by e-mail at your registered address (T&C 12.1), so keep your contact details current (3.6). The binding version of our terms is the English one (1.5); our support team is multilingual and available around the clock. Under 13.9 your contract is with Golisimo alone; for anything about your account, bonuses or payments, we are your point of contact.
Frequently asked questions
How do I reach Golisimo support?
Live chat on the site around the clock, support@golisimo.com for written requests, complaints@golisimo.com for formal complaints.
Does Golisimo have English-language support?
Yes; our support team is multilingual and available 24/7.
Where do I send a complaint?
First support@golisimo.com or the live chat; if unresolved, complaints@golisimo.com with the details from T&C 13.5. We answer within ten days.
My withdrawal is pending. What now?
Processing takes up to three business days (6.15); if documents were requested, upload them within 30 days (5.3). The live chat can tell you the status.
How do I close my account or self-exclude?
E-mail support@golisimo.com from your registered address; closure needs a zero balance (3.7), self-exclusion a list of your other accounts (3.8).