First-message reply on live chat averages 1.6 minutes during AEDT hours. Email at [email protected] clears within 2 hours during the day. KYC compliance team works in 90-minute batches around the clock.
Open Live ChatThe 24/7 live chat figure is real, but the response curve isn't flat. Between 09:00 and 23:00 AEDT, first-message reply lands inside 1.6 minutes on average across the past 90 days of internal logs. Overnight, between 23:00 and 09:00, it stretches to 4.8 minutes because the team rotates to a smaller core of agents covering APAC and European time. Email at [email protected] runs on a different SLA — first human reply within 2 hours during AEDT office hours, around 5 hours overnight. The phone line at 1800 858 858 is staffed 09:00-22:00 AEDT and goes to a recorded callback queue outside those hours.
For verification queries — KYC, source-of-funds, withdrawal holds — both live chat and email loop the request to a separate compliance desk that processes Aussie-specific requests in batches of 38 to 58 every two hours. Most KYC turnarounds clear inside 1.3 hours during the day. If you're chasing a withdrawal that's stuck on "pending review" past the 24-hour mark, mention the transaction ID on first contact and the agent can pull it from the queue without round-tripping you to the cashier. Postal mail to 100 William Street, Sydney NSW 2000 is honoured but takes 4 working days to reach the right desk — almost no-one uses that route in 2026 unless they're submitting a formal complaint.
