How to contact the casino support service?
Casino Jefe support can be contacted primarily via live chat available on their website during business hours and through email at [email protected]. Support is available 7 days a week from 9am to 5am CET.
- Direct message
- Leave a review
- Bookmark
- Share
- Report
- prev
- next
What contact methods are available for customers?
Live chat, email support, and an online contact form.
Casino website
https://casinojefe.com
Casino launch date
Established in 2015.
Gaming license
Licensed by the Malta Gaming Authority (MGA) with license number MGA/B2C/522/2018. Also holds a Curacao license.
Casino headquarters location
Block 6, Triq Paceville, San Giljan, STJ 3109, Malta.
License jurisdiction
Malta.
Is there live chat on the website, does live chat work 24/7, and how long does it take to respond in chat?
Yes, live chat is available on the website from 9am to 5am CET daily (not fully 24/7). The typical response time is around 15 minutes with a support guarantee for loyal players.
Is there a contact form on the website?
Yes, there is an email contact form accessible on the website for customer inquiries outside of live chat hours.
Technical support email
VIP support email
No specific VIP support email publicly available; general support email is used.
Complaints email
No dedicated complaints email publicly specified; general support email applies.
Finance department email
No separately listed finance department email; use general support email.
Security service email
Not publicly specified; security issues generally handled via general support.
Support hotline phone number
Not publicly listed.
VIP line for premium customers
Not publicly listed.
Separate complaint line
Not publicly listed.
Technical support
Provided through live chat and email support available daily from 9am to 5am CET.
Financial department
Contact through general support email; no separate direct contact listed.
Security service
No direct public contact; issues can be raised to general support.
Telegram support account
Not publicly disclosed.
WhatsApp support account
Not publicly disclosed.
Viber support account
Not publicly disclosed.
WeChat support account
Not publicly disclosed.
Facebook page
Not publicly listed or linked on the site.
Instagram page
Not publicly listed or linked on the site.
Twitter/X page
Not publicly listed or linked on the site.
LinkedIn page
Not publicly listed or linked on the site.
YouTube channel
Not publicly listed or linked on the site.
Telegram channel
Not publicly listed.
Discord server
Not publicly listed.
Are there video calls with consultants?
No publicly available information about video call support.
Is there a ticket system (helpdesk)?
Yes, support emails function as a ticket system for off-hours and detailed inquiries.
Is there a mobile app with support chat?
No dedicated mobile app for Casino Jefe; support chat accessible via mobile browser.
Are push notifications supported?
Not specified.
Is SMS support available?
Not specified.
Can I request a callback?
Not mentioned as an available support feature.
Are there forums or communities related to this casino?
No official forums or communities found.
Is there a mobile app for contacting support?
No dedicated support app is available.
Are Zoom/Teams consultations possible?
No information on video consultation platforms support.
Is support available on weekends and holidays?
Yes, support is available 7 days a week with extended hours.
What are the support service operating hours?
From 9am to 5am CET daily.
Supported languages
English, Finnish, German, Norwegian, Swedish.
Service regions
Primarily Europe; restricted in many countries including the UK, US, France, and others.
Can I contact support without registration?
Usually, live chat and email support require player registration for account-specific help.
Can I send documents through chat?
Document uploads typically handled via secure upload after email or account support request.
Privacy policy link
https://casinojefe.com/en/pages/privacy-policy
Terms of service link
https://casinojefe.com/en/pages/terms-and-conditions
What to do if I forgot my account password?
Use the password recovery feature on the login page to reset password via email.
How to restore access to a blocked account?
Contact customer support via live chat or email to resolve account issues and verify identity.
Why is my account blocked?
Common reasons include suspected fraud, multiple account violations, or verification failures.
How to change profile information?
Login to account settings on website and update profile details; some changes may require support assistance.
What to do if I suspect my account has been hacked?
Contact support immediately, change passwords, and follow security guidance provided.
How to set up two-factor authentication?
Not specified; generally, licensed casinos offer 2FA setup in account security settings if available.
Why am I not receiving SMS confirmation codes?
May be due to mobile network issues, incorrect number, or system delays; contact support for help.
How to delete my casino account?
Request account deletion by contacting customer support as self-service deletion is not standard.
What to do if I can't log into my account?
Verify credentials, reset password if needed, and contact support for assistance.
How to check account login history?
Usually available in account security or login activity section if provided.
Why is document verification required?
To comply with regulatory KYC requirements ensuring player identity and fraud prevention.
What documents are needed for verification?
Valid government-issued ID, proof of address (utility bill/bank statement), and sometimes proof of source of funds.
How long does document verification take?
Typically 24 to 48 hours.
What to do if documents are rejected?
Resubmit clear, valid documents and contact support for clarification or help.
How to upload documents for verification?
Upload documents securely via the account verification section or per instructions from support.
Why does my account require additional verification?
Due to large transactions, suspicious activity, or regulatory compliance.
Can I have multiple accounts?
Multiple accounts are prohibited by most online casinos including Casino Jefe.
How to report suspicious activity?
Contact customer support immediately with details of the suspicious activity.
What to do if I lose access to my email?
Contact support to update the email or verify identity for account recovery.
How to change phone number in my account?
Update in account settings or contact support if direct changes are restricted.
Why are my account functions limited?
Due to ongoing verification, self-exclusion, or account restrictions for compliance.
How to set deposit limits?
Usually set through account responsible gaming settings or by contacting support.
What is self-exclusion and how to activate it?
A player protection measure to temporarily or permanently block access; can be activated via account settings or support request.
How to temporarily freeze my account?
Contact support to request a temporary freeze for responsible gaming reasons.
What to do if I suspect fraud?
Immediately report to support with evidence of fraud or unauthorized transactions.
Why is my deposit not going through?
Could be due to payment method issues, insufficient funds, or restrictions; verify details and try alternative methods.
How long does withdrawal processing take?
Typically instant or up to 24 hours for eWallets, and up to 5 business days for bank transfers.
What fees are charged for transactions?
Usually no fees are charged by the casino, but payment providers may have fees.
Why was my withdrawal request declined?
Due to pending verification, exceeding limits, or terms violation.
What deposit methods are available?
Bank Transfer, iDEAL, Maestro, MasterCard, Neteller, Paysafecard, Skrill, Visa, Zimpler.
What are the minimum and maximum deposit amounts?
Minimum deposits vary by currency (e.g., 25€/£/$, 250 SEK/NOK); maximum not publicly specified.
Minimum deposit amount
Approximately 25 units (EUR/USD/GBP) or 250 SEK/NOK.
Maximum deposit amount
Not specifically disclosed publicly.
How to cancel a withdrawal request?
Contact customer support promptly to request cancellation.
Why is my withdrawal taking so long to process?
Could be due to verification, banking delays, or system issues.
Can I withdraw to a different card?
Usually withdrawals must be made to the same payment method used for deposits; exceptions require support approval.
What to do if money was debited but not credited?
Contact support with transaction details for investigation.
How to check the status of a financial transaction?
Through account transaction history or support inquiry.
Why are financial operations blocked?
Due to verification issues, regulatory compliance, or security concerns.
What documents are needed for large withdrawals?
Government ID, proof of address, proof of source of funds.
Are there withdrawal limits?
Yes, withdrawal limits apply as per terms and conditions.
How do refunds work?
Refunds are processed to the original payment method after investigation.
What to do with failed payments?
Retry with a different method or contact support.
Can I change the withdrawal method?
Usually not without prior approval from support.
Why is proof of funds source required?
To comply with anti-money laundering regulations.
How to get a financial transaction statement?
Request from support or access via account statements section.
What to do if a payment is stuck?
Contact support with transaction details for resolution.
What currencies does the casino accept?
Euro, British pounds, Norwegian kroner, Swedish kronor, US dollars, Canadian dollars, Yen.
Is there currency conversion?
Currency conversion is available; exchange rates apply.
How do cryptocurrency payments work?
Not specified; primarily fiat currency methods listed.
What to do with payment system errors?
Retry, check details, or contact support for help.
Can I return an erroneous deposit?
Contact support to request a return of erroneous deposits.
Why won't the game load?
Could be due to browser issues, connection, or system maintenance; refresh or try another device.
What to do when there's a game crash?
Refresh the game, check connection, and contact support if issue persists.
How to report a game error?
Use live chat or email to report issues to support.
Why did my winnings disappear after a crash?
Contact support with details to investigate and resolve.
Game sound not working - what to do?
Check device sound settings, browser permissions, and reload the game.
Game lagging or freezing - how to fix?
Clear cache, close other apps, and check internet connection.
Why isn't my bet being counted?
Could be due to game errors or connection issues; report to support.
How to check game round results?
Usually displayed on game interface; support can help retrieve history.
What to do if the game is not responding?
Refresh or restart the game; contact support if unresolved.
Why are some games unavailable?
Due to licensing restrictions by region or provider agreements.
How to clear cache for better game performance?
Clear browser or app cache through settings.
Problems with game display on mobile device?
Update browser, clear cache, or try a different device/browser.
What to do if bonus didn't activate?
Contact support with bonus details for investigation.
How to check bonus wagering requirements?
Check bonus terms on the website or ask support.
Why aren't bonus points being credited?
Possibly due to eligibility or technical issues; contact support.
How to participate in tournaments and promotions?
Register and check promotions page for participation criteria.
What to do if promo code doesn't work?
Verify code validity and expiration or contact support.
Why is Live Casino unavailable?
Could be regional restrictions or technical issues; check status or support.
Problems with video streaming in live games?
Check connection, device compatibility, or contact support.
How to report a technical glitch?
Use live chat or email support with detailed description.
What to do if the website won't load?
Try different browser, clear cache, or check network connection.
Browser compatibility issues?
Use supported browsers, update to latest versions.
How to update Flash Player or other plugins?
Modern casinos use HTML5; update browser instead.
What to do with slow website loading?
Clear cache, disable extensions, or try another device.
How to get technical support for games?
Contact support via live chat or email.