Contact Fastpay

How to reach support

Support is available 24/7 through live chat and e-mail at [email protected]. English is the primary support language. You may write in another language, and the team will use online translators to assist you.

What the team can check

Contact support when you need help with any of these matters:

• setting a deposit, loss, wager or session limit
• choosing a cooling-off or self-exclusion period
• checking the status of your KYC review
• finding payment methods available for your country
• reporting a missing bonus before you place any bet
• asking whether a refund can be considered
• confirming a withdrawal fee
• reporting suspected hacking or unauthorized access to your account
• submitting or following up on a complaint

If a bonus you expected is missing, speak to support before betting. The cash part of the bonus cannot be restored after you place a bet.

If you suspect that someone accessed your account, report it immediately.

Complaints

You can submit a complaint through support or the Complaints form. There is no charge, and it must be filed within six months of the issue.

We confirm receipt within one week and tell you how the complaint will be reviewed. A written answer is provided within four weeks. A complex case, or one where we still need details from you, can take one extension of up to four weeks, and we tell you about it in writing. Responsible gaming complaints are handled first.

If you are not satisfied after the internal process, you may refer the matter to the independent ADR provider EGIS.