11Croco Casino Contact

The 11Croco support team is the part of the casino you should hopefully never need, but it is the part most worth getting right. The live chat window opens from the small chat icon in the bottom right of every page on the site, including the lobby and the cashier. Hit it, type your question, and a real agent will respond inside a minute during normal hours and within a few minutes overnight. The agent has access to your account, the cashier log and the bonus history, so they can usually solve the question on the spot rather than passing it on.

For longer questions, document uploads and the verification process, email is the better route. The support inbox is staffed during business hours with a target reply time inside one working day. Verification documents, source of funds files and any formal correspondence should go through email so the conversation has a written trail. If your question is not urgent and does not need a same day reply, the contact form on this page is the easiest way to get in touch. Pick the topic, leave your contact details and the right specialist replies by email.

Postal address for formal correspondence

For formal letters, regulatory queries or legal notices, the registered company address is Metlait SRL, El Guayaval, Residencial La Campina Casa Numero Q-11, Cartago, El Guarco, Tejar, 30801, Costa Rica. Postal correspondence should be marked for the attention of the compliance team. For day to day account questions, live chat and email remain the right channels, since postal mail takes longer to arrive and is processed in weekly batches.

Response times, languages and what to include in your first message

Live chat is staffed twenty four hours a day, every day of the year, with an average response window of under a minute during peak hours and under three minutes overnight. The chat agents work in English as the primary language with additional languages available during peak hours covering French, Spanish, German and Portuguese. Email replies usually land inside twelve hours and almost always inside twenty four. Tickets relating to document verification or compliance reviews are handled by a specialist team and may take a working day longer, with a holding reply confirming the case has been received and assigned to the right person.

When you open a support conversation, having the right details on hand cuts the response time in half. Quote your account username, the email address registered on the account and a short description of what you are trying to do. For cashier or bonus questions, the transaction reference from your account history makes it instant for the agent to find the right entry. For technical issues with a specific game, the game name and the studio name help the agent reach the right escalation. None of this is mandatory, but a complete first message means the agent can usually answer in a single reply rather than going back and forth for the basics. For account control tools, the Responsible Gambling page is the right place to start, and the Get Help page covers the most common cashier and bonus questions.

When to use chat, email or the contact form

For anything that needs a fast answer, live chat is always the right choice. For document uploads, longer queries that need a written trail, or anything you want a paper copy of for your records, email is the better channel. The contact form on this page is the right choice for non urgent feedback, partnership enquiries and questions about the brand itself rather than your specific account. Postal mail is reserved for formal letters and regulatory queries that require a physical address on record.

Out of office hours and on public holidays, the chat queue remains staffed but with a slightly smaller team, which can extend the response window during the busiest moments. The email channel runs on the same overnight schedule as the rest of the year, with replies prioritised by ticket age and urgency. Any urgent cashier issue is always handled out of hours so a withdrawal request never sits in a queue waiting for the office to reopen on a Monday morning.