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♠ O N P O I N T C A S I N O . C O M
Contact Us
OnPoint Administration LLC
EFFECTIVE DATE: SEPTEMBER 11, 2026
LAST UPDATED: SEPTEMBER 11, 2026
We are here to help. Whether you have a question about your Account, a purchase, a redemption, a
promotion, or you need technical assistance, the OnPointCasino.com support team is ready to assist. This page
explains how to reach us, what to expect, and how to get your message to the right place quickly.
How to Reach Us
CHANNEL DETAILS BEST FOR
Live Chat Available on every page of the Platform — look for the
chat widget in the lower corner
Fast answers, account access, and
anything urgent
Email support@onpointcasino.com Detailed issues, documents, screenshots,
and formal requests
Postal Mail OnPoint Administration LLC, 8080 N Central Expy, Suite
1700, Dallas, TX 75206
Mail-in Sweeps Coin requests and formal
legal notices
CONTENTS
01 Live Chat 06 Responsible Gaming Support
02 Email Support 07 Legal, Compliance, and Partner Inquiries
03 What We Can Help With 08 Feedback and Security Reports
04 Response Times 09 Contact Details
05 Subject Line Directory
01 LIVE CHAT
Live chat is the fastest way to reach us. The chat widget appears in the lower corner of every page on the
Platform. Open it, describe your issue, and a member of our support team will assist you.
• Log in first, where you can, so we can see your Account and help without extra verification steps.
• Outside staffed hours you can still send a message through the widget, and we will reply by email.
• If your issue needs documents, screenshots, or a written record, we may move the conversation to email
and give you a ticket reference.
• For your security, we will never ask for your password, full card number, or one-time codes in chat.
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02 EMAIL SUPPORT
Email us at support@onpointcasino.com. To get your message to the right team on the first attempt, use the subject
lines in Section 5.
What to Include
• The email address or username registered to your Account;
• A clear description of what happened, when it happened, and what you were trying to do;
• The date, amount, and transaction or order ID for anything involving a purchase or redemption;
• The Game name and approximate time for anything involving gameplay; and
• Screenshots, screen recordings, or documents that support your request.
Protect your information: Never send your password, full card number, CVV, or bank login credentials by email or
chat. Our team will never ask for them. We will only ever email you from an @onpointcasino.com address.
03 WHAT WE CAN HELP WITH
AREA EXAMPLES
Account and verification Registration, identity verification (KYC), login and password problems, Account
restrictions and closures
Purchases and payments Gold Coin purchase problems, payment errors, duplicate charges, refund requests,
unauthorized charges
Sweeps Coins and
redemptions
Sweeps Coin balances, play-through progress, redemption status, Prize payment
questions
Free entry (AMOE) Daily Wheel, quests, drops, website requests, and the status of a mail-in request
Promotions and bonuses Bonus eligibility, missing bonuses, promotion terms, loyalty and referral rewards
Technical support Platform access, game loading or performance, mobile issues, browser compatibility
Responsible gaming Purchase limits, cool-off periods, self-exclusion, and support resources
Privacy Access, correction, deletion, and opt-out requests under our Privacy Policy
Complaints Formal complaints and escalations under our Customer Complaint Policy
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04 RESPONSE TIMES
Business days are Monday through Friday, excluding U.S. federal holidays. These are the targets we work to;
complex cases may take longer, and we will keep you updated when they do.
REQUEST TYPE TARGET RESPONSE
Live chat Immediate during staffed hours
General email inquiries Within 1 business day
Account access problems Within 1 business day
Identity verification (KYC) issues Within 1–2 business days
Purchase, billing, and refund requests Within 2 business days to acknowledge
Redemption inquiries Within 1–3 business days
Responsible gaming requests Prioritized and actioned as quickly as possible
Formal complaints Acknowledged within 2 business days; response
within 10 business days
Privacy rights requests Within 30 days, or sooner where required by law
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05 SUBJECT LINE DIRECTORY
Using the right subject line routes your message to the correct team immediately.
IF YOU ARE WRITING ABOUT… USE THIS SUBJECT LINE
A general question or something not listed below Support Request
A refund, duplicate charge, or billing error Refund Request
A purchase you did not authorize Unauthorized Transaction
A question about a charge or a payment dispute Billing Dispute
A bonus or play-through question Bonus Question
A bonus credited or removed in error Bonus Issue
The status of a mail-in or website Sweeps Coin request AMOE Request Status
Quests, drops, or other free promotions Promotion Question
Setting or lowering a purchase limit Purchase Limit
Taking a cool-off break Cool-Off Request
Self-excluding from the Platform Self-Exclusion
Closing your Account Account Closure
A concern about another player or a suspected minor Responsible Gaming Concern
A privacy rights request Privacy Request
A California privacy request California Privacy Request
Opting out of the sale or sharing of personal information Do Not Sell or Share
Appealing a denied privacy request Privacy Request Appeal
A formal complaint Complaint
Escalating a complaint response Complaint Escalation
A question about our Terms and Conditions Terms Question
A formal dispute notice under Section 21.1 of the Terms Dispute Notice
Opting out of arbitration under Section 21.7 of the Terms Arbitration Opt-Out
Feedback or a feature suggestion Feedback
A security vulnerability report Security Report
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06 RESPONSIBLE GAMING SUPPORT
Requests for responsible gaming tools are prioritized and handled confidentially. You can set a purchase limit,
take a cool-off break, or self-exclude at any time through the Platform or by contacting us. Full details are in our
Responsible Gaming Policy.
If you or someone you know is struggling with gambling, free and confidential help is available 24/7,
independently of OnPoint:
ORGANIZATION HOW TO REACH THEM
National Problem Gambling Helpline Call or text 1-800-GAMBLER (1-800-426-2537); chat at
1800gamblerchat.org
National Council on Problem Gambling ncpgambling.org
Gamblers Anonymous gamblersanonymous.org
Gam-Anon (for family and friends) gam-anon.org
988 Suicide & Crisis Lifeline Call or text 988
07 LEGAL, COMPLIANCE, AND PARTNER INQUIRIES
INQUIRY TYPE HOW TO REACH US
Legal notices and service of process support@onpointcasino.com with "Legal Notice" in the subject line, and by postal mail
to the address in Section 9
Law enforcement and regulatory
requests
support@onpointcasino.com with "Compliance Request" in the subject line
Payment partner and banking due
diligence
support@onpointcasino.com with "Partner Due Diligence" in the subject line
Compliance documentation requests support@onpointcasino.com with "Compliance Inquiry" in the subject line
Affiliate and partnership inquiries support@onpointcasino.com with "Partnership Inquiry" in the subject line
Media inquiries support@onpointcasino.com with "Media Inquiry" in the subject line
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08 FEEDBACK AND SECURITY REPORTS
Feedback. We welcome suggestions about the Platform, new features, and anything we could do better. Send
them to us with "Feedback" in the subject line.
Security reports. If you believe you have found a security vulnerability, please report it to us with "Security
Report" in the subject line, including enough detail for us to reproduce the issue. Please do not publicly disclose
the issue or access, modify, or delete data belonging to anyone else while investigating. We appreciate reports
made in good faith and will acknowledge them promptly.
09 CONTACT DETAILS
Our team is based in the United States and supports players nationwide.
OnPoint Administration LLC
Live chat: available on every page of OnPointCasino.com
Email: support@onpointcasino.com
Website: OnPointCasino.com
Postal mail: 8080 N Central Expy, Suite 1700, Dallas, TX 75206, United States
Mail-in Sweeps Coin requests must follow the requirements in our Alternative Method of Entry Policy and
should be addressed to Attn: AMOE / Sweeps Coins Request.
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