Help centre
Robin Roo support, around the clock
Someone is always awake by the campfire. Live chat answers in minutes, email lands inside 24 hours, and every tool for keeping your play in check sits one tap away.
Three ways to reach us
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Live chat
The shortest path to a real person, open every hour of every day. A stuck bonus, a pending payout or a game that will not load is usually sorted inside the same conversation.
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Email
Better for anything needing an attachment or a paper trail. Write to [email protected] from the address on your account and add your username.
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Responsible gambling tools
Deposit limits, session reminders, loss limits, timeouts and self exclusion all live in your account settings. Ask chat and an agent will set any of them up with you, no explanation required.
How fast we answer
Nobody really sleeps in the burrow. Here is what to expect from each channel, and when.
Weekends and public holidays run the same roster as a Tuesday. Anything touching your balance goes to a human rather than a script, which is why those carry a stated window.
| Channel | What to expect |
|---|---|
| Live chat | 24 hours a day, 7 days a week |
| Quietest queue | Between 10am and 2pm AEST |
| Email reply | Under 24 hours |
| Account verification | Usually a few hours |
| Withdrawal review | Within 24 hours |
Playing it safe
Robin Roo is strictly 18+, and the fun only lasts while it stays affordable. That is why every account carries a deposit limit you can set before your first spin rather than after a rough night. Pick a daily, weekly or monthly cap and the number holds. Lowering it takes effect straight away. Raising it never does: a request to lift a limit has to sit out a waiting period first.
Time turns slippery once the reels start moving. Switch on session reminders and a notice appears every 30 or 60 minutes, telling you how long you have played and whether you are up or down. It is a nudge, not a lecture. Players tell us the clock is the first thing they lose track of.
A loss limit works like a deposit limit but measures what you actually lose across a day, week or month rather than what you put in. Once you reach the figure you set, real money play stops until the window resets. Choose a number that would annoy you rather than one that would hurt.
If you want to step back for a while, a timeout locks the account for 24 hours, 7 days, 30 days or 3 months. Your balance stays where it is, bonuses are paused rather than lost, and no marketing reaches you until the break is over. You cannot shorten a timeout once it has started, which is the point of it.
When a break is not enough, permanent self exclusion closes the account for good. Tell live chat and it is done the same day. Free, confidential help is available at any hour from Gambling Help Online on 1800 858 858, and you can lock yourself out of every licensed Australian online gambling service in one step through BetStop, the National Self-Exclusion Register. If gambling has stopped being entertainment, either of those is worth more than any bonus we could hand you.
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Deposit limit
Cap what you can top up daily, weekly or monthly. Cuts apply instantly.
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Session timer
A reminder every 30 or 60 minutes showing time played and where you sit.
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Cooling off period
Lock the account for 24 hours, 7 days, 30 days or 3 months. Balance untouched.
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Self exclusion
Permanent closure here, or an industry wide block through BetStop.
Account and verification
Verification is the one piece of paperwork standing between you and your first withdrawal. Do it the week you sign up rather than the night a payout is waiting. Upload your documents from the Account section and the team normally clears them within a few hours.
Phone photos are fine as long as all four corners show and nothing is cropped, glary or blurred. Documents must be current, and the name on them has to match the account exactly, middle names included. If something gets knocked back, chat will tell you why in plain words.
| What it is | Why we ask |
|---|---|
| Photo ID Driver licence, passport or proof of age card | Confirms you are 18 or over and the account is yours |
| Proof of address Utility bill or bank statement from the last three months | Confirms your address, as our licence conditions require |
| Payment method proof Wallet screenshot, or the first six and last four digits of your card | Confirms money returns to the method it arrived from |
Common questions
How do I open a Robin Roo account?
Tap Join the hood, enter an email address, choose a password and confirm you are 18 or over. It takes about two minutes. Deposit A$20 or more and your welcome bonus lands straight away, with no code to remember.
Is my money and my data safe?
Yes. Every page runs over an encrypted connection, card and wallet details are stored as tokens, and your details are never sold on. Each withdrawal passes a security check, which stops anybody else moving money out.
Can I try the games for free?
Most pokies have a demo mode, so you can spin with play money and feel the volatility before staking anything real. Live dealer tables are the exception: a real croupier is dealing, so those run in cash mode only.
How fast are withdrawals?
Crypto cashouts in Bitcoin, Litecoin or Tether are usually reviewed and sent within 24 hours. Bank transfers take 2 to 5 business days once approved, and card withdrawals 3 to 5. Getting verified early keeps that first payout quick.
Why does verification exist at all?
Our licence conditions require us to confirm who is playing and that every player is 18 or over. It protects you too: if somebody tried to withdraw from your account, that check stops them. You only do it once.
How do I set a deposit limit?
Open your account settings, choose the responsible play panel and set a daily, weekly or monthly cap. A lower limit applies immediately. A higher one waits out a cooling off period, so a decision made mid session cannot take effect that night.
What if I want to close my account?
Ask live chat and we will close it, with no questions and no retention script. If you would rather step away from every licensed Australian online gambling service at once, register with BetStop, the National Self-Exclusion Register, and the block covers the industry.
Which languages does support speak, and when?
Support is in English, staffed around the clock, every day of the year including public holidays. Australian evenings are covered by people who work in AEST and AUD, so you never have to explain how a local bank transfer works.
Still stuck? Robin is by the fire
Bring the question, we will bring the answer. Live chat opens the moment your account does.