How to contact the casino support service?
Support can be reached via 24/7 live chat on the website or by emailing [email protected].
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What contact methods are available for customers?
Customers can contact CasiGO support via live chat on site or by email at [email protected].
Casino website
https://casigo.com
Casino launch date
2020
Gaming license
Licensed and regulated by the Malta Gaming Authority (MGA/B2C/991/2023) and the UK Gambling Commission.
Casino headquarters location
85 St John Street, Valletta, VLT1165, Malta
License jurisdiction
Malta and United Kingdom
Is there live chat on the website, does live chat work 24/7, and how long does it take to respond in chat?
Live chat is available 24/7 on the website; response is typically within a few minutes.
Is there a contact form on the website?
Yes, a contact form is available on the support page for customer inquiries.
Technical support email
VIP support email
VIP players receive a dedicated host, typically contacted via the same support email or through their account manager.
Complaints email
Finance department email
Financial queries are handled via [email protected]
Security service email
Security-related issues are managed via [email protected]
Support hotline phone number
No public phone support number is provided.
VIP line for premium customers
No dedicated VIP phone line published; VIPs generally use email or their assigned host.
Separate complaint line
No separate complaints phone line is listed; complaints go through [email protected].
Technical support
Technical support is available 24/7 via live chat and email support.
Financial department
All financial inquiries are handled through [email protected] or the live chat.
Security service
Security questions or reports should be submitted via [email protected] or through the support form.
Telegram support account
No official Telegram support account provided.
WhatsApp support account
No official WhatsApp support is available.
Viber support account
No official Viber support account available.
WeChat support account
No official WeChat support account available.
Facebook page
No official CasiGO Facebook page provided.
Instagram page
No official Instagram account provided.
Twitter/X page
No official Twitter/X account provided.
LinkedIn page
No official LinkedIn company page provided.
YouTube channel
No official YouTube channel is listed.
Telegram channel
No official Telegram channel is available.
Discord server
No official Discord server provided.
Are there video calls with consultants?
Video call support is not available.
Is there a ticket system (helpdesk)?
For email and contact form requests, a reference number or tracking may be provided for follow-up.
Is there a mobile app with support chat?
No dedicated app, but the website is fully mobile optimized and includes live chat support.
Are push notifications supported?
Push notification support for customer communications is not specified.
Is SMS support available?
SMS support is not available.
Can I request a callback?
No callback option is provided.
Are there forums or communities related to this casino?
No official forums or community platforms exist.
Is there a mobile app for contacting support?
No dedicated mobile app, but support can be accessed via mobile browser.
Are Zoom/Teams consultations possible?
Video consultations via Zoom or Teams are not supported.
Is support available on weekends and holidays?
Support is available 24/7, including weekends and holidays.
What are the support service operating hours?
Support operates 24 hours a day, 7 days a week.
Supported languages
English and French (French support from 1 p.m. EDT to 10 a.m. EDT).
Service regions
Support covers Canada, the UK, and other eligible regions where CasiGO operates.
Can I contact support without registration?
Most support options are accessible without registration, including email and general queries via contact form.
Can I send documents through chat?
Yes, documents for verification or support can be uploaded through email attachments or as requested by support agents.
Privacy policy link
https://casigo.com/privacy-policy/
Terms of service link
https://casigo.com/terms-and-conditions/
What to do if I forgot my account password?
Use the "Forgot Password" function on the login page to receive a password reset link via email.
How to restore access to a blocked account?
Contact support by email or live chat to inquire about blocked account status and provide any required documents.
Why is my account blocked?
Accounts may be blocked due to verification issues, policy breaches, suspicious activity, or responsible gambling concerns.
How to change profile information?
Log in and update your profile in account settings or request changes via support if certain fields are locked.
What to do if I suspect my account has been hacked?
Immediately contact support via live chat or email, change your password, and review recent activity.
How to set up two-factor authentication?
If available, set up 2FA in account security settings or request instructions from support.
Why am I not receiving SMS confirmation codes?
Check mobile number accuracy, device settings, and network availability; contact support if issues persist.
How to delete my casino account?
Contact support with your request; the team will guide you through account closure and any required steps.
What to do if I can't log into my account?
Reset your password, ensure credentials are correct, and contact support if login issues persist.
How to check account login history?
Access your account settings; if not available, request a login history from support.
Why is document verification required?
Document verification is required to comply with KYC/AML regulations and prevent fraud.
What documents are needed for verification?
Standard documents include government-issued photo ID, proof of address, and payment method proof.
How long does document verification take?
Verification is typically processed within 24-72 hours after document submission.
What to do if documents are rejected?
Contact support for explanation and resubmit correct or clearer versions as instructed.
How to upload documents for verification?
Upload directly through your account interface or send via email attachment as instructed by support.
Why does my account require additional verification?
Triggers include large transactions, suspicious activity, or incomplete initial verification.
Can I have multiple accounts?
Only one account per person/household is permitted; multiple accounts are not allowed.
How to report suspicious activity?
Report via live chat or email, providing full details of the suspicious behavior or transaction.
What to do if I lose access to my email?
Contact support with alternative verification to update your email or regain access.
How to change phone number in my account?
Update in account settings or contact support to request a phone number change.
Why are my account functions limited?
Limitations may result from pending verification, responsible gambling restrictions, or suspected fraud.
How to set deposit limits?
Set limits in your account settings or request changes via support (daily, weekly, or monthly limits).
What is self-exclusion and how to activate it?
Self-exclusion allows you to block your account for a set period; activate via account tools or support.
How to temporarily freeze my account?
Request an account freeze by contacting support and specifying the desired freeze period.
What to do if I suspect fraud?
Report immediately to support with all available details; the team will investigate and secure your account.
Why is my deposit not going through?
Check card/bank limits, payment details, or internet connection; contact support for unresolved deposit issues.
How long does withdrawal processing take?
Withdrawals are usually processed within 1-2 business days after verification.
What fees are charged for transactions?
Most licensed casinos do not charge fees but check the payments section or ask support for any applicable transaction fees.
Why was my withdrawal request declined?
Possible reasons include incomplete verification, withdrawal limit issues, or policy violations.
What deposit methods are available?
Visa, Mastercard, Interac Online, Paysafecard, ApplePay, PayPal, Skrill, Neteller, bank transfer, Sofort.
What are the minimum and maximum deposit amounts?
The minimum deposit is typically CA$10; maximum varies by method and account status.
Maximum deposit amount
Varies by method, typically up to CA$5,000 per transaction or more for verified accounts.
How to cancel a withdrawal request?
Cancel withdrawal in the pending withdrawals section if still unprocessed, or contact support immediately.
Why is my withdrawal taking so long to process?
Delays can be caused by verification checks, payment processor times, or bank holidays.
Can I withdraw to a different card?
Alternative withdrawal to a different card or method is possible after verification and approval by support.
What to do if money was debited but not credited?
Contact support with transaction details and payment proof for investigation and resolution.
How to check the status of a financial transaction?
View in your account's transaction history or contact support for up-to-date status.
Why are financial operations blocked?
Common reasons are account limits, verification issues, or suspected suspicious activity.
What documents are needed for large withdrawals?
Usually, photo ID, proof of address, and sometimes proof of income/source of funds.
Are there withdrawal limits?
Yes, there are daily, weekly, or monthly withdrawal limits, which may vary by level and verification status.
How do refunds work?
Refund requests need to be submitted to support and are processed per casino policies and payment provider rules.
What to do with failed payments?
For failed payments, check your details and try again; if not resolved, contact support for help.
Can I change the withdrawal method?
Withdrawal method may be changed if the original method is unavailable, subject to KYC checks.
Why is proof of funds source required?
To comply with anti-money laundering laws and ensure legitimate gambling funds.
How to get a financial transaction statement?
Request transaction statements from support or download from your account if available.
What to do if a payment is stuck?
Contact support with transaction reference; they will investigate and escalate if necessary.
What currencies does the casino accept?
Main currency is Canadian dollars (CAD); EUR and GBP may be accepted depending on region.
Is there currency conversion?
Currency conversion is supported if your deposit method is in a different currency; conversion rates may apply.
How do cryptocurrency payments work?
Cryptocurrency payments are not currently supported at CasiGO Canada.
What to do with payment system errors?
Check details and connection, retry transaction, or contact support for further help.
Can I return an erroneous deposit?
Contact support immediately to request a return of erroneous deposits; processing depends on status and method.
Why won't the game load?
Clear browser cache, check connection, or try another device; contact support for unresolved loading issues.
What to do when there's a game crash?
Refresh the page, log back in, and re-open the game; support can help restore the session if needed.
How to report a game error?
Report game errors via live chat or email with full details and, if possible, screenshots.
Why did my winnings disappear after a crash?
Most licensed casinos save bet history; contact support to review and restore winnings.
Game sound not working - what to do?
Check device and game sound settings; refresh the game. If issues persist, contact support.
Game lagging or freezing - how to fix?
Close other tabs/apps, clear cache, and restart device. If not resolved, contact support.
Why isn't my bet being counted?
Verify bet confirmation; if error remains, contact support with bet details for investigation.
How to check game round results?
Most games have a history/view section; contact support if you need confirmation.
What to do if the game is not responding?
Refresh page or use another device; if persistent, contact support for assistance.
Why are some games unavailable?
Some games may be restricted by region, provider licensing, or account status.
How to clear cache for better game performance?
Clear browser cache/history or app data in device settings, then restart the browser/app.
Problems with game display on mobile device?
Ensure browser/app is updated and device is compatible; try another browser or contact support.
What to do if bonus didn't activate?
Contact support with promotion details and account info; provide evidence if possible.
How to check bonus wagering requirements?
Bonus terms are viewable in your account or promotion section; support can also clarify.
Why aren't bonus points being credited?
Check promotion terms and account status; contact support for uncredited bonuses.
How to participate in tournaments and promotions?
Register for tournaments or claim promotions via the Promotions page or opt-in button; support can assist.
What to do if promo code doesn't work?
Check code validity and requirements; contact support for manual review if needed.
Why is Live Casino unavailable?
Reasons may include regional restrictions, technical issues, or temporary service outages.
Problems with video streaming in live games?
Check your internet speed, clear cache, and restart the game; support can assist further.
How to report a technical glitch?
Report issues through live chat or email with full error details and device/browser info.
What to do if the website won't load?
Check your internet connection, try another browser/device, or contact support for help.
Browser compatibility issues?
Use the latest version of Chrome, Firefox, or Safari; if problems persist, seek support advice.
How to update Flash Player or other plugins?
Follow official plugin update instructions if required (most games run on HTML5, not Flash).
What to do with slow website loading?
Close other applications, check your connection, clear cache, and contact support if slow speeds persist.
How to get technical support for games?
Technical help for games is available 24/7 via live chat and email support.