Need a hand with your account, a deposit or a withdrawal? This page lays out every way to reach the Fair Go team, when each channel makes sense and what to have ready so we can sort things in one go. The fast lane is live chat, open round the clock; email is there for anything that needs a paper trail or an attachment. One thing up front: we are operated by Deckmedia N.V. under a Curacao licence, which is offshore rather than an Australian one, so your point of contact for any issue is us, not an Australian regulator or ombudsman. You must be 18 or over to hold an account.
The Two Ways to Reach Us
We keep it deliberately simple. There are two official channels, and both go straight to our support team.
Live chat is the quickest, and it is staffed 24 hours a day, every day of the year. You will find the chat launcher in the bottom corner of any page on the site once you are logged in, and for most questions a real agent is with you inside a minute or two. Use it when something is time-sensitive: a deposit that has not landed, a bonus code that will not apply, a login you cannot get past. Email is the second channel, at [email protected]. It suits anything that needs documents attached, a longer explanation, or a written record you can refer back to later, such as a verification query or a formal complaint.
Whichever you pick, message us from the email address on your account where you can. It saves a round of identity checks and gets you to an answer faster.
Fair Go support channels at a glance
| Channel | Availability | Typical response | Best for |
|---|---|---|---|
| Live chat | 24/7, every day | A minute or two | Urgent account, deposit, login or bonus questions |
| Email — [email protected] | 24/7 intake | Within a few hours | Verification, attachments, complaints, anything needing a record |
| Help Centre / FAQ | Always on | Instant | Common how-to questions you can solve yourself |
- Live chat is the main channel and runs 24/7.
- Email [email protected] is best for documents and written records.
- Message us from your registered email to skip extra ID checks.
Is There a Phone Number?
No. Fair Go does not run a public telephone support line, and we would rather tell you that plainly than have you hunt for one that does not exist.
This matters for your safety. Because we have no official phone number, any "Fair Go hotline" or call-centre number you come across online has not come from us. Scammers sometimes set up fake support numbers for offshore casinos, then ask for passwords, card details or remote access to your device. We will never phone you out of the blue to ask for those things, and we will never ask for your full password. If a number claims to be Fair Go support, treat it as a red flag and come back to live chat or email instead.
Everything we can do for you over a phone, we can do faster and more securely in writing through the two channels above.
- Fair Go has no public phone support line.
- Any number claiming to be a Fair Go hotline is not ours — likely a scam.
- We never call you to ask for passwords, card details or device access.
What to Have Ready Before You Get in Touch
A little prep turns a back-and-forth into a one-message fix.
Have your account username or registered email handy so we can find you, and never share your password with anyone, including us. If your question is about money, the detail wins the day: note the date, amount and method of the deposit or withdrawal, and the transaction or reference ID if you have one. For anything visual, a screenshot is gold. An error message, a stuck cashier screen or a bonus that will not trigger is far easier to diagnose when we can see exactly what you saw. If the matter touches identity verification, having your KYC documents ready to attach to an email will save a step.
Spell out what you expected to happen and what happened instead. That one sentence often tells us more than three paragraphs of background.
Have these ready by topic
| Your question is about | Bring this |
|---|---|
| Logging in or account access | Username or registered email (never your password) |
| A deposit or withdrawal | Date, amount, method and the transaction or reference ID |
| A bonus or free spins | The bonus code used and a screenshot of the error |
| Verification (KYC) | ID and address documents ready to attach to an email |
- Keep your username or registered email to hand; never share your password.
- For money questions, note the date, amount, method and transaction ID.
- A screenshot of any error speeds up the answer.
Self-Service First, and How to Escalate
Plenty of questions never need an agent at all. Our Help Centre and FAQ cover the everyday stuff: how the welcome package and bonus codes work, which payment methods we run, how long withdrawals take, and how to get through verification. If your question is a how-to rather than a my-account-is-stuck, that is the fastest place to start.
When you do need a person and chat has not resolved it, escalate by email. Send the full story to [email protected] and put the word "complaint" in the subject line so it is routed and tracked as a formal matter rather than a general query. Include your account details and any transaction IDs or screenshots, and keep your own copy of the thread. We will work it through with you directly.
Because Fair Go is licensed in Curacao through Deckmedia N.V. rather than in Australia, the body that oversees us is the Curacao framework our operator runs under — not an Australian gambling ombudsman, which does not regulate offshore casinos like ours. Knowing that up front means you raise issues with the right party from the start.
- Check the Help Centre and FAQ first for how-to questions.
- Escalate by email with "complaint" in the subject so it is tracked formally.
- Our oversight sits with Curacao via Deckmedia N.V., not an Australian ombudsman.
If You Need Gambling Support, Not Account Support
Some messages are not really about a deposit or a login. If gambling has stopped being fun, please reach out for help that is built for exactly that.
In Australia, free and confidential support is available 24/7. Call Gambling Help Online on 1800 858 858, or Lifeline on 13 11 14 if you need to talk to someone right now. You can also block yourself from licensed Australian operators through BetStop, the national self-exclusion register, at betstop.gov.au. Inside your own Fair Go account you can set deposit limits, take a cooling-off break or self-exclude, and our chat team can walk you through those tools if you ask.
There is no shame in using any of these. Reaching out early is the smart move, and we would rather point you to the right help than to a games lobby.
- Gambling Help Online: 1800 858 858, free and confidential, 24/7.
- Lifeline: 13 11 14 for immediate support; BetStop: betstop.gov.au.
- You can set limits, cool off or self-exclude inside your Fair Go account.
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You can also write to us directly at [email protected]
