For an account, payment or game problem, contact our support team. Below we explain how to describe the issue and prepare useful details.
Explain what happened, when it happened and what you need clarified. Include a transaction or case reference where relevant, while keeping passwords and one-time security codes out of the conversation.
Whether your question is about pokies or your account, the fairgo casino support team is here to help.
Use the account, payment and technical sections to organise your question. Save the reply and case reference so a follow-up can pick up from the same issue.
Use the contact details in your account or on this page. Check opening hours for each channel.
Check account notices, transaction status and the FAQs first. If the issue involves personal records (see our privacy policy) or missing funds, contact the responsible support team directly.
Profile questions may involve incorrect details, account access or required checks. Describe the problem without sharing passwords or security codes.
A date, amount, method and transaction reference can help support trace a payment. Ask which processing stage is still pending.
Loading problems may involve a browser, network, device or game. Note the error message and whether other pages also fail.
Ask our support team to clarify any unclear feature or published condition. Old promotional text may not reflect the current bonus terms.
Common enquiries concern:
Keep the description short and factual, and save a copy with the case reference.
Include the error message, time, device and browser. Explain what you expected and what happened instead.
Examples to report include:
Include your device type, operating system, browser version, error text and the approximate time of the issue.
For an interrupted paid round, save its game or round reference and ask for the recorded outcome before placing another bet.
Check whether the problem affects one game or the whole site. Screen position, browser settings and connection issues can help explain mobile errors in our app.
Useful mobile questions include:
Apply normal updates and retry on a stable connection. Do not install unofficial software offered as a shortcut to fixing access.
Missing or inconsistent details can delay registration or account checks. Use verified support rather than opening a second account.
Account enquiries may cover:
Check that your name, birth date and address are accurate. Ask support how to correct an error rather than submitting different details elsewhere.
We may need to verify ownership before changing personal details or restoring access. Use our verified process.
Ask whether the payment is waiting for our checks or payment processing. Include its reference, date, amount and method.
A banking enquiry can ask about:
Methods depend on the account and current cashier. A logo or older guide does not confirm support.
Funding rules come from us and your payment method. Check ownership, fees, currency and limits before approving a payment.
Withdrawal rules on our banking page may include identity checks and bonus conditions, and our team releases your funds once these are met.
A payment can be awaiting checks, our release or payment processing. Ask our support team to identify the exact pending stage.
We may request documents to confirm your identity and ownership of a payment method. Use the verified document channel and ask what is required.
Prepare the reference, amount and date before contacting support. Redact unrelated banking details from screenshots.
Check published processing windows and method-specific limits so you can identify what is overdue or unexpected.
Use our verified route to request limits, a break or exclusion, as set out in responsible gambling. You do not need to keep gambling while waiting for a reply.
Ask what restrictions are available, when they take effect and how they apply across our services.
Steps that support control include:
Outside gambling support can help alongside account controls, including when you are concerned about someone else.
In Australia, call Gambling Help on 1800 858 858 for free, confidential support, or visit Gambling Help Online for online assistance.
A useful reply should explain the problem, next step and any details still needed. Keep a case reference for follow-up.
A complete answer should explain the next action and identify any remaining requirement, rather than simply asking you to wait indefinitely.
Ask for clarification if an instruction, document request or transaction status is unclear.
Check our published contact hours and response guidance. Timing depends on the channel and issue; save a case reference and follow up through the same route.
Provide a clear description, the time of the problem and relevant account or transaction references. Never include passwords, security codes or unrelated personal documents.
Quote the withdrawal reference, date, amount and method. Ask which stage is pending and whether any documents or other actions are still required from you.
Use our verified recovery process first, then contact our support team if it fails. Do not open a duplicate account or give login credentials to someone offering unofficial help.
Prepare a short explanation, relevant dates and account or payment references. Contact our support team for any action on your account.
Have the relevant dates and references ready, and remove sensitive details that the team does not need.
Keep the conversation and case number until the matter is resolved; use the published complaint process if more time is needed.
Adults only. Set a budget, choose a stopping time and never chase losses.
