Havana Royale Help Centre
Whatever you need — a lost password, a question about the cashier, a table reservation — the concierge is at the desk. Live chat and email, answered like it's 1952.
How to Contact the Club
Live chat
Open the floating concierge desk for a local demonstration of the support conversation.
Open the concierge form above to prepare a message and keep a copy of your request.
Help articles
Account, bonuses, payments and verification — short guides written in plain language.
Frequently Asked Questions
I forgot my password — how do I get back into the club?
Why is my account asking for documents?
My deposit went through but the balance hasn't updated
How do I set deposit limits or take a break?
Which countries can play at Havana Royale?
The House Guides
Account and access
One guest, one account — the door policy in four words. A forgotten password resets from the login form in under a minute; a locked account is nearly always a verification pause, and the concierge can say exactly which document lifts it. Change of e-mail or region is handled at the desk rather than in settings, because the house prefers to know who is asking.
Bonuses in plain words
Every offer states three numbers before you accept: the match, the spins and the wagering. The welcome package — 100% up to €1,000 plus 200 free spins with the password HAVANA1957 — is claimed once, on the first deposit. Bonus funds play after cash by default, and a bonus can be declined at the cashier with one click if you would rather play unencumbered; declining never affects future invitations.
Payments, briefly
Deposits are instant and free of house fees; withdrawals go back the way the money came, e-wallets fastest. Verification happens once, before the first payout. Anything stuck longer than a banking day deserves a message to the concierge with the transaction reference — the desk traces it while you keep your seat. Method-by-method detail lives on the Payments page.
When the reels misbehave
A frozen game round is settled by the recorded server state — reopen the game and the result is waiting, win or lose. Cleared cookies simply log you out; nothing of your balance lives in the browser. If a page loads strangely, a hard refresh cures most of it, and the concierge chat survives even when a game table does not.
The concierge’s hours
The desk never closes: chat is staffed around the clock, and e-mail is answered within a few hours at any reasonable hour of any time zone. Complex matters — a verification riddle, a payment gone wandering — get a named ticket so you are not retelling the story to a new face each time. The concierge answers in English; write in your own language if it is easier, and the desk will manage.
Responsible Gaming
Play for entertainment and never to make money. Casino games involve risk: the house edge means losses are always possible. Set your limits before you play, keep to money you can afford to lose, and step away when the game stops being fun.
Tools available in your account — deposit limits, loss limits, reality checks, time-outs and self-exclusion. If gambling is becoming a problem, contact independent support organisations for confidential help.
18+ only. Havana Royale welcomes guests of legal gambling age.