How Do I Make a Complaint to Fair Go Casino?
Most complaints are settled in the first conversation. The ones that are not are settled by paperwork, so start keeping it early.
Raise it on live chat, which is open every hour. If that does not settle it, email support@fairgo.com with the chat transcript and any reference numbers. A dispute about the outcome of a game has to reach us in writing within fourteen days.
The route, stage by stage
Three stages, and most complaints never leave the first. Privacy has a route of its own.
| Stage | Where it goes | What to bring |
|---|---|---|
| First contact | Live chat, open every hour | What happened, in order, and what you want done about it |
| In writing | support@fairgo.com | The chat transcript, reference numbers, screenshots and the date you expect an answer by |
| A disputed game result | In writing, within fourteen days of the round | The time, the game and the bet. The result recorded on our server is the one that governs |
| Privacy matters only | The Office of the Australian Information Commissioner, oaic.gov.au | Your request to us and our reply |
What makes a complaint work?
- Write it down the day it happensTime, game or payment, amount, and what the screen said. A note made at the time is believed in a way that a reconstruction is not.
- Set out the sequenceWhat you did, what happened, what you expected instead. Leave the adjectives out.
- Say what would settle itA payout released, a bonus restored, an explanation. A complaint with no stated outcome cannot be closed by either side.
- Give a dateA reasonable one. It turns an open-ended grievance into something with a next step.
- Keep to one threadReply in the same email chain each time, so that whoever reads it next reads all of it.
What can support not change?
Five things, however the request is put.
- A bonus code on a deposit already confirmed. The code has to be in the cashier before the payment is.
- The length of a self-exclusion. Nobody here can shorten one, by design.
- A completed withdrawal or a finished round. Once it has happened it stays happened.
- Who a payout goes to. It goes to a method in the account holder's name, whatever the circumstances.
- Wagering on a bonus you accepted. The terms attached when you claimed it are the terms.
None of those is an agent being unhelpful. They are the rules that keep accounts, offers and exclusions meaning what they say, and knowing them in advance saves an argument that cannot be won.
We are licensed in Curacao, and Australian regulators do not adjudicate disputes with businesses licensed offshore. That is the honest reason the written trail matters so much: a complaint is made to us, in writing and in time, and the paperwork is what it stands on.
Also asked
How do I reach support?
Live chat is open at every hour. Email goes to support@fairgo.com, and a callback can be arranged through chat.
Chat or email?
Chat first, because it is fastest. Email as soon as it looks like a disagreement, because it leaves a record.
Can I complain about the result of a round?
A finished round cannot be changed. If a game froze or misbehaved, send the time, the title, the bet and a screenshot, in writing and within fourteen days, and it can be looked up.
Who handles a privacy complaint?
Ask us first on live chat. If our answer does not settle it, the Office of the Australian Information Commissioner takes it from there.