We are here to help. Whether you have a question about your account, a bonus, a payment or anything else, the Fair Go Casino support team is ready to assist you. We offer multiple ways to get in touch so you can choose the method that suits you best.
Fair Go Casino is operated by Deckmedia N.V., located at Heelsumstraat 51, E-Commerce Park, Willemstad, Curacao. Our team serves players around the clock with dedicated support in English.
Payment and Withdrawal Support
If you are experiencing a payment issue, having key information ready will help our team resolve it faster. For deposit enquiries, provide the payment method used, the exact amount, the date and time of the transaction, and any transaction reference number or confirmation from your payment provider. Our support agents can trace deposits using these details and typically resolve credit issues within minutes.
For withdrawal enquiries, have your withdrawal ID available — this is displayed in your account transaction history when you submit a cashout request. Our team can check the current processing status, confirm whether KYC verification is complete, and provide an estimated timeline for when you will receive your funds. If a withdrawal has been pending for more than 48 hours after successful verification, contact us immediately and we will escalate the matter.
Disputed transactions, chargebacks, and refund requests require formal investigation. Email [email protected] with all relevant documentation including screenshots, bank statements showing the transaction, and a clear description of the issue. Our payments team will investigate and respond within 24 hours with findings or a request for additional information.
Complaint Escalation
We aim to resolve all complaints within 10 business days. If you are not satisfied with the resolution provided by our support team, you may request escalation to a senior manager by replying to your support email or asking in live chat.
If the matter remains unresolved after internal escalation, you have the right to refer your complaint to the Curacao eGaming Authority, our licensing body. Details on how to file a complaint with the regulator are available on their official website.
Account-Related Enquiries
For questions about your Fair Go Casino account, our support team can assist with a wide range of requests. Account verification (KYC) is the most common enquiry — if you need help uploading documents, understanding what is required, or checking the status of a pending review, reach out via live chat for the fastest resolution or email your documents directly to [email protected].
If you need to update your personal details such as your email address, phone number, or mailing address, contact support with proof of the change (for example, a utility bill showing your new address). For security reasons, changes to core account information require identity verification before they can be processed.
Self-exclusion and limit-setting requests are treated as priority items. If you wish to set deposit limits, activate a cooling-off period, or self-exclude from Fair Go Casino, our team will process your request promptly. Requests to lower limits or activate self-exclusion take effect immediately — there is no waiting period. For details on these tools, visit our Responsible Gambling page.
Response Time Expectations
We understand that waiting for a response can be frustrating, so we want to set clear expectations for each support channel. Live chat is our fastest option — during normal operating conditions you will be connected to an agent within 2 minutes or less. Most live chat queries are resolved within a single session, typically lasting 5 to 15 minutes depending on complexity.
Email enquiries sent to [email protected] receive an initial response within 2 to 4 hours during standard business hours. Complex matters requiring investigation — such as transaction disputes, multi-step verification issues, or formal complaints — may take up to 24 hours for a full resolution. If your enquiry requires additional time, our team will acknowledge receipt and provide an estimated timeline so you are never left wondering about the status of your request.
Phone support and call-back requests are handled during business hours with wait times typically under 5 minutes. If all agents are occupied, you can request a scheduled call-back through live chat and we will contact you at your preferred time.
Feedback and Complaints Process
We value player feedback and take every complaint seriously. If you are unhappy with any aspect of your Fair Go Casino experience, we encourage you to let us know so we can make it right. Start by contacting our support team through live chat or email — many issues can be resolved informally at the first point of contact.
If your concern is not resolved to your satisfaction through standard support, you can submit a formal complaint by emailing [email protected] with the subject line 'Formal Complaint'. Include your account username, a detailed description of the issue, any relevant evidence (screenshots, transaction IDs, previous correspondence), and your desired outcome. Our complaints team will acknowledge receipt within 24 hours and aims to provide a full resolution within 10 business days.
Should the internal complaints process not produce a satisfactory outcome, you have the right to escalate to an external body. As a Curacao-licensed operator, Fair Go Casino falls under the jurisdiction of the Curacao eGaming Authority. You may file a complaint with the regulator through their official website. We cooperate fully with any regulatory enquiry and will provide all requested documentation to facilitate a fair resolution.
Common Issues Resolution Guide
Account Verification (KYC) — If your account is pending verification, prepare a valid photo ID (passport, driver's licence or national ID card), a recent utility bill or bank statement as proof of address, and a photo of your payment method if requested. Submit documents via email to [email protected] or through the upload feature in your account. Verification is typically completed within 24 to 48 hours.
Deposit Issues — If your deposit has not been credited, first check that the transaction was completed successfully with your payment provider. If funds were deducted but not reflected in your casino balance, contact live chat with the transaction reference number. Most deposit issues are resolved within minutes.
Withdrawal Delays — Standard withdrawal processing takes up to 48 hours. First-time withdrawals require completed KYC verification, which may extend the timeline. If your withdrawal is pending beyond 48 hours after verification, contact support with your withdrawal ID for a status update.
Bonus Not Applied — If a bonus was not automatically credited, check the promotion terms to ensure you met the minimum deposit and any required bonus code. If all conditions were met, contact live chat and our team can manually apply eligible bonuses.
Forgotten Password — Use the 'Forgot Password' link on the login page to receive a reset email. If you no longer have access to your registered email address, contact support with your account details and identification for manual recovery.
Support Channels Comparison
Live Chat — Available 24 hours a day, 7 days a week directly on our website. Average response time is under 2 minutes. Best for urgent account issues, bonus queries, deposit or withdrawal questions and general enquiries. Click the chat icon in the bottom-right corner of any page to start a conversation.
Email — Reach us at [email protected]. Our team typically responds within 2 to 4 hours, though complex enquiries may take up to 24 hours. Email is best for detailed requests such as document submissions for KYC verification, formal complaints, data access requests and issues that require written documentation.
Phone Support — Our phone line is available for players who prefer to speak with a support agent directly. Phone support is ideal for account security concerns, urgent withdrawal enquiries and situations where a real-time conversation is needed. Call-back requests can also be arranged through live chat.
Operator Details
Fair Go Casino is operated by Deckmedia N.V., a company established under the laws of Curacao. Our registered address is Heelsumstraat 51, E-Commerce Park, Willemstad, Curacao. We are licensed and regulated by the Curacao eGaming Authority.
For formal correspondence, legal enquiries or complaints that could not be resolved through standard support channels, you may write to us at the registered address above or email [email protected] with the subject line 'Formal Complaint'.
