Chat with support
Use Stay’s live chat when available and ask how to keep a record or case reference for follow-up.
Contact guide
Contact Stay
Contact Stay
Stay provides 24/7 support. Use the contact options shown on the official site or in the installed app, and check you are using Stay’s genuine channel before sharing account details.
Send a written enquiry
Use a contact route published by Stay. Keep a copy of your message and avoid including information that is not needed to resolve your issue.
Make a formal complaint
Ask Stay for its complaint process, a case reference and a written response.
Live chat
Stay live chat and response times
Explain the issue clearly
Briefly describe the problem and ask what happens next, whether further information is needed and how to refer to the case later.
- Check whether you need to sign in first.
- Never share your password or authentication codes.
- Request a chat record or case reference.
- Note the next step and any stated reply timeframe.
Written support
Written support
Use a clear subject line
Choose a contact route published by Stay. Include a case reference if you have one, a short timeline and the question you need answered. Check attachments for unnecessary private information before sending.
Support availability
Stay customer service hours
| Schedule information | What is published |
|---|---|
| Support hours | Stay lists 24/7 support. |
| Timezone | A specific support timezone is not published on the official site. |
| Reply estimates | A guaranteed response time is not published on the official site. |
| Holiday cover | Holiday-specific arrangements are not published on the official site. |
An automated acknowledgement is not the same as a reply from a support agent. Stay lists 24/7 support, but does not publish a guaranteed response time for individual cases.
Enquiry planner
Prepare your message
Ask one clear question and choose a topic. Draft your message privately, then send it through a contact route published by Stay.
Do not include passwords, authentication codes or full payment details in your first message.
Help topics
Common Stay support questions
Withdrawal status
Ask about the request stage, transfer reference or any information still required.
Claim Bonus
Complaints
Stay complaints and escalation
- 01
Describe what happened
Keep your case reference, relevant dates and supporting account records.
- 02
Request the review process
Ask for confirmation of the complaint process, the applicable terms and the next review step.
- 03
Keep the written outcome
Save the response and independently check any external options that may apply.
Independent assistance
Support resources in Australia
| Resource | Where to go | How it may help |
|---|---|---|
| Gambling support | Find Australian support → | 24/7 support |
| Self-exclusion | Find self-exclusion information → | Check national self-exclusion information for online and phone wagering. |
| Regulatory reporting | Find complaint information → | Check where to report concerns about prohibited interactive gambling services. |
These resources are independent of Stay. Use them for the relevant purpose; direct account questions to Stay support.
Stay help
Stay contact FAQ
How can I contact Stay support in Australia?
Stay lists 24/7 support. Use the contact options displayed on its official site or in the installed app; a guaranteed reply time is not published.
Does Stay publish a support email address?
A support email address is not published in the available information. Check Stay’s official contact area for the current support routes.
How quickly does Stay live chat reply?
Stay lists 24/7 support, but does not publish a guaranteed live-chat response time. Ask the agent for a case reference and any expected next step.
How do I escalate an unresolved Stay complaint?
Reply to your existing case, request the formal complaint process and keep the written response. Stay identifies the Government of Curacao, licence 0000064; the appropriate external route depends on the issue and applicable terms.
More Stay guidance
Related information
Stay contact: support channels, availability and complaints
Ways to reach Stay support
Players in Australia can use the contact or help area on the official Stay website, or install the Stay app on iOS or Android. Choose the route that matches your concern, such as account access, payments, verification, game questions or responsible gambling.
Stay lists 24/7 support. A specific support email address, telephone number and guaranteed response time are not published in the available information. Check the contact options shown on Stay’s official site or in the app.
Stay live chat and availability
Use Stay live chat if it appears in your account or support area. It provides a direct way to discuss an issue, but reply speed may vary and no guaranteed response time is published.
Stay lists 24/7 support but does not state a guaranteed live-chat reply time. If you cannot reach an agent, keep any case reference and requested information, then follow up through the same support route where possible.
Stay customer service: what to include
A clear opening message can help Stay customer service understand your concern. Do not send passwords, full card numbers or other sensitive details in chat; share information only through a secure account process when requested.
Include relevant details such as:
- Your account email or username, but never your password.
- The date and approximate time of the transaction or issue.
- The payment method, amount in AUD and transaction reference, if relevant and available.
- A brief explanation of the issue and the outcome you are seeking.
- Relevant screenshots or error messages with unrelated personal and financial details concealed.
Stay FAQ and account assistance
Check the Stay FAQ or help area for routine information about deposits, withdrawals, bonus terms, verification and account access. The minimum withdrawal is shown in the current limits. Bank transfers are listed as taking 3–5 days; some other methods are listed as instant.
The welcome offer is AUD 5,000 + 350 free spins, with a minimum deposit of AUD 30, 40x wagering and 14 days’ validity. Check the current offer terms for eligibility and any additional conditions.
Stay help: escalating a complaint
If the initial response does not resolve your concern, reply to the existing case and ask Stay to review it through its formal complaints process. Include the case reference, summarise earlier steps and state the outcome you are requesting.
Ask Stay to confirm receipt and explain the next review step. A guaranteed complaints response timeframe is not published. Keep copies of correspondence and relevant records, and use the existing case where possible to maintain a clear history.
If Stay’s internal process does not resolve the matter, ask for details of the operator and licence holder and check which external route applies. Stay identifies the Government of Curacao, licence 0000064; the appropriate pathway depends on the complaint and applicable terms.
