Support

At Twin River Casino, customer care is a priority. Our team is trained to handle account questions, transaction issues, and gameplay help with a calm, helpful approach so you get back to playing quickly. Whether you prefer a quick chat, an email, or a phone call, we make contacting us easy and approachable.

How to reach us — chat, email, and phone

• Live chat: Click the chat bubble on the site for instant help from a real agent.
• Email: Send detailed questions to support@twinriver.com and expect a clear, tracked reply.
• Phone: A phone support option is available for players who want a direct conversation — check the contact page for the best number and hours.

What to expect — response times and availability

Live chat is the fastest route — most players connect with an agent in under two minutes for straightforward issues. Email is ideal for documentation or follow-ups — typical replies arrive within 24 hours, and we monitor incoming messages around the clock. Phone support provides direct assistance, with wait times usually under ten minutes during peak hours and often faster during off-peak times.

We aim to provide 24/7 coverage for common account and gameplay concerns, and we escalate urgent matters to higher-level teams as needed to reach a prompt resolution.

Quick answers in the Help Center and FAQs

Our Help Center houses answers to the most common questions about account setup, deposits and withdrawals, verification, and responsible play. The FAQs include step-by-step guides for:

• Depositing and withdrawing funds
• Verifying your account
• Claiming and using promotions, including region-limited offers like the first-deposit lossback available in Rhode Island
• Troubleshooting game loading or compatibility issues

If you prefer self-service, the Help Center will often resolve your issue faster than contacting support directly.

Knowledgeable agents who care about your game

Every team member receives training on account security, transaction reviews, promotional rules, and gameplay mechanics. That means our support staff can explain wagering requirements, bonus crediting, or why a game behaved a certain way, without overpromising outcomes. When a problem requires more time, we’ll keep you updated until it’s resolved.

If your issue is about a specific NetEnt title, like “The Legend of Shangri-La: Cluster Pays Slots,” our team can walk you through bonus features, scatter behavior, and how free spins are awarded — and point you to game-specific resources (/the-legend-of-shangri-la-cluster-pays-slots).

Clear, secure, and respectful service

We take privacy and security seriously. Support interactions follow our terms and conditions, and we may ask for identity verification when handling account or payment inquiries to keep your funds and information safe. Our goal is to resolve questions quickly, respectfully, and with the right level of detail so you feel confident about your account and gameplay.

If you have a question now, start a live chat or email support@twinriver.com — we’re here to help, and we’ll make sure you get a clear next step.