Site logo
How to contact the casino support service?

Customers can contact Flax Casino support via live chat available 24/7 and email at [email protected].

What contact methods are available for customers?

Live chat 24/7 and email [email protected] are available for contacting customer service.

Casino website

https://flaxcasino.se/

Gaming license

Flax Casino holds a commercial online gaming license issued by the Swedish Gambling Inspectorate (Spelinspektionen).

Casino headquarters location

Flax Casino is operated by Glitstar Limited, part of the Glitnor Group with offices in Sweden, Malta, Bulgaria, and Spain/Gibraltar.

License jurisdiction

Sweden (Swedish Gambling Inspectorate)

Is there live chat on the website, does live chat work 24/7, and how long does it take to respond in chat?

Yes, there is a live chat on the website, it operates 24/7, and response time ranges from 1 to 5 minutes.

Is there a contact form on the website?

There is no specific contact form prominently available; support is primarily via live chat and email.

Technical support email
VIP support email

Not specifically provided; general support contacts are used.

Complaints email

Not specifically provided; complaints are handled through general support email.

Finance department email

Not specifically provided.

Security service email

Not specifically provided.

Support hotline phone number

No phone support is available.

VIP line for premium customers

Not available.

Separate complaint line

Not available.

Technical support

Available 24/7 through live chat and email support at [email protected].

Financial department

Contact through the general support email; no separate contact provided.

Security service

No dedicated contact details; security issues are handled via general support.

Telegram support account

Not available.

WhatsApp support account

Not available.

Viber support account

Not available.

WeChat support account

Not available.

Facebook page

Not available or not officially listed.

Instagram page

Not available or not officially listed.

Twitter/X page

Not available or not officially listed.

LinkedIn page

Not available or not officially listed.

YouTube channel

Not available or not officially listed.

Telegram channel

Not available.

Discord server

Not available.

Are there video calls with consultants?

No video call support with consultants.

Are voice messages supported?

Voice messages are not supported in communication channels.

Is there a ticket system (helpdesk)?

Yes, there is a helpdesk for FAQs and support queries accessible through the website.

Is there a mobile app with support chat?

No dedicated mobile app exists, but the mobile website supports live chat.

Are push notifications supported?

Not available.

Is SMS support available?

Not available.

Can I request a callback?

No callback service is available.

Are there forums or communities related to this casino?

No official forums or community platforms provided.

Is support available on weekends and holidays?

Yes, support is available 24/7 including weekends and holidays.

What are the support service operating hours?

24 hours a day, 7 days a week.

Supported languages

Support is available at least in Swedish and English.

Service regions

Primarily Sweden, reflecting the gambling license jurisdiction.

Can I contact support without registration?

Yes, live chat support can be accessed without registration.

Can I send documents through chat?

Document upload via chat is not confirmed or standard.

Privacy policy link

Available on the website, typically at https://flaxcasino.se/privacy-policy (standard location).

Terms of service link

Available on the website, typically at https://flaxcasino.se/terms-of-service (standard location).

What to do if I forgot my account password?

Use the password recovery feature usually available on the login page, often via BankID or email.

How to restore access to a blocked account?

Contact customer support via live chat or email to resolve the issue and verify identity.

How to change profile information?

Profile changes are managed via account settings; some changes may require support assistance.

How to set up two-factor authentication?

Generally done through the BankID verification system used for account access.

Why am I not receiving SMS confirmation codes?

Possible network issues or incorrect phone number; contact support if problem persists.

Why is document verification required?

Verification is required to comply with regulatory KYC and anti-money laundering rules.

What documents are needed for verification?

Valid government-issued ID, proof of address, and sometimes proof of payment method.

How long does document verification take?

Usually processed quickly; often within a few minutes to 24 hours depending on volume.

What to do if documents are rejected?

Resubmit clear and valid documents as per support instructions.

How to upload documents for verification?

Upload through the account user interface or as directed by support.

Why does my account require additional verification?

Triggered by large transactions, suspicious behavior, or regulatory requirements.

Can I have multiple accounts?

Generally prohibited under terms to prevent fraud and comply with licensing rules.

How to report suspicious activity?

Report immediately via live chat or email support.

What to do if I lose access to my email?

Contact support to update email after identity verification.

How to change phone number in my account?

Update it in account settings or request support assistance.

Why are my account functions limited?

Could be due to pending verification, account restrictions, or suspicious activity.

How to set deposit limits?

Set personally via responsible gambling tools in account settings.

What is self-exclusion and how to activate it?

A responsible gambling feature to block access temporarily or permanently, activated via account settings or support.

What to do if I suspect fraud?

Report to support immediately and follow security instructions.

Why is my deposit not going through?

Could be payment method issues, insufficient funds, or technical problems.

How long does withdrawal processing take?

Usually instant or up to 3-5 minutes with Trustly or Swish, max up to 5 working days for large sums.

What fees are charged for transactions?

Typically no fees for deposits/withdrawals with Trustly or Swish at Flax Casino.

Why was my withdrawal request declined?

Common reasons include verification issues or exceeding limits.

What deposit methods are available?

Trustly and Swish.

What are the minimum and maximum deposit amounts?

Minimum deposit is 100 SEK; maximum withdrawal typically 50,000 SEK.

Minimum deposit amount

100 SEK.

Maximum deposit amount

No specific maximum deposit limit stated, but withdrawal max is 50,000 SEK.

How to cancel a withdrawal request?

Contact support immediately to request cancellation if possible.

Why is my withdrawal taking so long to process?

Could be due to verification delays, large amounts, or banking issues.

Can I withdraw to a different card?

Withdrawals must be made to the same method used for deposit for compliance.

What to do if money was debited but not credited?

Contact support immediately to resolve payment issues.

How to check the status of a financial transaction?

Check your account transaction history or ask support.

Why are financial operations blocked?

Possibly due to security checks, verification requirement, or regulatory compliance.

What documents are needed for large withdrawals?

ID, proof of address, and proof of source of funds.

Are there withdrawal limits?

Yes, typically up to 50,000 SEK per withdrawal.

How do refunds work?

Refunds are processed back to the original payment method.

What to do with failed payments?

Contact support and verify payment details; retry payment if advised.

Can I change the withdrawal method?

Usually no; withdrawals must match deposit method.

Why is proof of funds source required?

For regulatory compliance with anti-money laundering laws.

How to get a financial transaction statement?

Request via support or download from account history if available.

What to do if a payment is stuck?

Contact support for investigation and resolution.

What currencies does the casino accept?

Primarily Swedish Krona (SEK).

Is there currency conversion?

Not applicable if playing in SEK only.

How do cryptocurrency payments work?

Not supported at Flax Casino.

What to do with payment system errors?

Contact support and verify payment details.

Can I return an erroneous deposit?

Contact support promptly to resolve such issues.

Why won't the game load?

Could be internet issues, browser compatibility or server problems.

What to do when there's a game crash?

Refresh the game or browser; contact support if issue persists.

How to report a game error?

Contact support with game details and error description.

Why did my winnings disappear after a crash?

Contact support immediately to investigate and restore balance.

Game sound not working - what to do?

Check device sound settings and browser permissions.

Game lagging or freezing - how to fix?

Clear cache, check internet speed, and reload game.

Why isn't my bet being counted?

Could be due to connection issues or betting rules; verify with support.

How to check game round results?

Via game history or support assistance.

What to do if the game is not responding?

Refresh the browser or contact support.

Why are some games unavailable?

Could be regional restrictions or temporary technical issues.

How to clear cache for better game performance?

Clear browser cache and cookies via browser settings.

Problems with game display on mobile device?

Ensure browser is updated and clear cache; try desktop mode if needed.

What to do if bonus didn't activate?

Contact support with bonus details; note Flax Casino currently does not offer welcome bonuses.

How to check bonus wagering requirements?

Review terms linked to bonus or ask support; currently Flax Casino does not offer bonuses.

Why aren't bonus points being credited?

Contact support; but this may not be applicable as Flax has no ongoing bonuses.

How to participate in tournaments and promotions?

Monitor website announcements or support for current offers; limited promotions.

What to do if promo code doesn't work?

Check code validity and terms; contact support if issues persist.

Why is Live Casino unavailable?

Possible technical issues or restricted hours; contact support for details.

Problems with video streaming in live games?

Check internet connection and browser compatibility; restart and contact support if unresolved.

How to report a technical glitch?

Use live chat or email support with detailed information.

What to do if the website won't load?

Check internet connection and browser; try clearing cache or different browser.

Browser compatibility issues?

Use updated versions of major browsers like Chrome, Firefox, or Edge.

How to update Flash Player or other plugins?

Not typically required; most modern games use HTML5.

What to do with slow website loading?

Clear browser cache, disable extensions, and check your internet speed.

How to get technical support for games?

Contact live chat or email support with game details.