Support & Contact

Contact Information

Novatrix SRL operates and maintains the digital platform accessible at zoome-casino.co. All formal correspondence, administrative inquiries, and official communications directed to Novatrix SRL shall be submitted through the designated communication channels outlined below.

Electronic mail constitutes the primary and preferred method of contact for all matters pertaining to the services provided by Novatrix SRL. Inquiries submitted through the designated email address are received, logged, and processed in accordance with the established internal communication protocols of the organization.

Official Electronic Mail Address: [email protected]

All correspondence transmitted to the above-referenced email address is subject to review by authorized personnel of Novatrix SRL. It is required that all submitted communications contain accurate and complete identification details to ensure that responses may be directed to the appropriate recipient without delay.

Help & Support

A dedicated customer support framework has been established and is maintained by Novatrix SRL for the purpose of addressing inquiries, resolving reported issues, and providing assistance to registered users of the platform. All support requests are processed in accordance with a structured and standardized workflow designed to ensure consistency, accountability, and timely resolution of submitted matters.

Upon receipt of a support inquiry, an initial acknowledgment is issued to the submitting party. Each inquiry is subsequently assigned a reference identifier, which may be utilized in all subsequent correspondence pertaining to the matter in question. Support requests are classified and prioritized based on the nature and urgency of the reported issue, in accordance with the internal categorization procedures observed by Novatrix SRL.

Response times are governed by the following standards as observed by the support department of Novatrix SRL:

• Standard Inquiries: A response is provided within a period not exceeding forty-eight (48) business hours from the time of receipt of the submitted inquiry.
• Technical Issues: Reports of technical malfunctions or service disruptions are addressed within a period not exceeding twenty-four (24) business hours from the time of receipt.
• Account-Related Matters: Inquiries pertaining to account status, verification procedures, and related administrative matters are processed within a period not exceeding seventy-two (72) business hours from the time of receipt.
• Urgent Matters: Cases determined to be of an urgent nature, as assessed by the support department, are escalated and addressed on a prioritized basis in accordance with applicable internal escalation procedures.

It is noted that response times may be subject to variation during periods of elevated inquiry volume or in circumstances arising from technical maintenance, scheduled or otherwise. In such instances, all reasonable measures are taken to ensure that standard response time commitments are maintained to the greatest extent practicable.

All interactions conducted between users and the support personnel of Novatrix SRL are treated with strict confidentiality. Personal data transmitted in the course of support communications is handled in accordance with the applicable data protection obligations observed by the organization.

For matters of a formal or legal nature, written correspondence may be directed to the official electronic mail address provided in the Contact Information section of this page. Such communications are reviewed by the appropriate administrative or legal representatives of Novatrix SRL and are responded to within the timeframe prescribed by applicable regulatory requirements.