Contacting Dominion Black Casino Customer Support

How to contact support

The support section is labelled Support in Dominion Black’s header and Customer Care in its footer. From there you choose one of two channels:

• Live chat, the channel the casino recommends and the one its support team points players to;
• E-mail, written through the casino’s support section, which suits requests where a written record helps.

The casino lists no phone number. Its Contacts block shows an e-mail address and nothing else. Reaching Diamond, the top of the five-level loyalty program, adds VIP support, and the casino says those players are helped first and on a personal basis. On a phone, the chat widget sits in the bottom-right corner of the screen; see where to find live chat on a phone.

Response times

Dominion Black states that every request is processed within three hours. Take that as the casino’s own stated standard rather than a firm commitment, and allow extra time for anything that needs checking. Short answers to common questions are also collected in our frequently asked questions.

Two kinds of request follow their own timelines. A document check can take up to 24 hours, which is a working figure, and sometimes longer. Complaints have no fixed deadline at all: the casino undertakes to look into them and resolve them within a reasonable time.

Sending documents

Verification documents go to Dominion Black’s support team too: send them in live chat or attach them to an e-mail written through the casino’s support section. Compare each file with the requirements in our account verification guide before you send it, because a rejected document has to be sent again.

A withdrawal you have already requested waits in pending status until the documents are approved, so reply to a document request as soon as you can. Our withdrawal guide explains the payout timing that follows approval.

Complaints

Raise any problem with support first. Every complaint or claim goes to Dominion Black’s support team, which also settles questions about transactions and account activity. Once the casino has reviewed a case, its decision is final and binding, so make sure your first message gives the full picture.

Disputing a payment with your bank instead of going through support can backfire: an improper or fraudulent chargeback ends with the merchant and the payment processor blocking you permanently.

Chat rules

Where Dominion Black’s site offers real-time chat, the casino moderates it and may monitor, check and keep a record of any message. The chat is meant only for friendly, social conversation, and the following are banned:

• explicit sexual content and offensive, discriminatory, hateful or racist remarks;
• heavy swearing;
• threats or insults aimed at the casino or other players;
• advertising for other websites or services;
• false or defamatory claims;
• coordinating collusion or fraud.

Breaking these rules can cost you access to the chat and can also lead to the suspension or closure of your profile, in which case the remaining balance is returned minus anything you still owe.

Safer play requests

Support at Dominion Black also handles safer play requests, free of charge. To self-exclude, write to the team and name a period between one month and five years; once in place, the exclusion cannot be reversed. The responsible gaming page explains what self-exclusion involves and how to keep your play under control.