Contact Hermes Casino: Support Available 24/7

The Hermes Casino support team is available 24 hours a day, 7 days a week, including weekends and public holidays. Whether you have a question about a bonus that has not been credited, a withdrawal that is taking longer than expected, a KYC document query or a technical issue during a game session, there is always an agent ready to help. We support players in France and across Europe with assistance available in five languages — choose the channel that works best for your situation.

Response times are among the fastest in the online casino space. Live chat agents connect in under three minutes on average, email queries receive an acknowledgement immediately and a substantive reply within one to three hours, and responsible gaming requests — the highest-priority category — are actioned the moment the chat session opens. There are no restricted hours, no offshore handovers and no automated-only periods where human assistance is unavailable.

Our agents are trained to handle the full range of situations that arise on an online casino platform. Here is a quick reference for the most common requests, along with the recommended contact channel and expected resolution time for each.

How to get a faster resolution

Before contacting support, gather the following information to help agents resolve your issue in a single interaction: your registered email address or username, the date and amount of any transaction involved, and a screenshot of any error message or unexpected behaviour you have encountered. Agents access your account in real time during the chat, but having these details ready eliminates back-and-forth and typically cuts resolution time in half.

For technical issues on mobile, also note your browser name and version (e.g. Safari 17 on iOS 17, or Chrome 124 on Android 14) and your device model. This allows our technical team to replicate the issue quickly and confirm whether it is device-specific or a broader platform problem.

Hermes Casino support operates in five languages: English, French, German, Spanish and Italian. For English-speaking players in France, assistance is available in English at all hours without restriction. Simply open the live chat and communicate in your preferred language — routing to the appropriate team is automatic.

VIP account management

Players who have progressed into the Hermes Casino VIP programme are assigned a dedicated personal account manager. Rather than entering the standard support queue, VIP players contact their manager directly by name. This gives you a single point of contact who knows your history, your preferences and your account in detail — someone who can resolve issues faster, source personalised offers and proactively flag promotions relevant to your playing style. The practical difference between VIP support and standard support at Hermes Casino is substantial and is one of the clearest reasons to engage with the loyalty programme from the outset.

Responsible gaming: always a priority contact

Requests related to responsible gaming — activating deposit limits, loss limits, session time caps or self-exclusion — are treated as absolute priority by the support team, regardless of queue volume or time of day. If you contact live chat with a responsible gaming request, you will be connected to an agent immediately and the action will be applied to your account without delay. Self-exclusion requests in particular are processed the moment they are confirmed — there is no cooling-off period on the player's side, only on the casino's side if you later request reinstatement.

For additional support outside the casino, players in France can contact Joueurs Info Service on 09 74 75 13 13 — a free, confidential helpline staffed by specialist counsellors, available seven days a week. This service is independent of Hermes Casino and provides professional assistance for any level of gambling concern, from mild worry to active dependency.