Help without the runaround

Contact Fastpay Casino

Live chat, e-mail and phone reach the support team 24 hours a day, seven days a week, in English, German, Finnish or Norwegian.

Start the chat MGA-licensed and eCOGRA-certified

Paid out today

809,441 NZ$

6,803 Players online now

Malta Gaming AuthorityLicensed and regulated under MGA/B2C/100/2015 since 2015

5-minute withdrawalsAverage payout time of 5 minutes, processing NZ$26M weekly

Bank-grade encryptionYour data protected by 128-bit SSL and audited by eCOGRA

Talk to a human

Slow queues replaced by the right channel

Use this when you want a person now, not a help page.

How fast is chat?

Chat sits inside the cashier and lobby, so a person picks up your question in around five minutes; best for a game that froze or a bonus code that failed.

Open chat

Can I send screenshots?

Send the details to [email protected] and a reply typically lands within twelve hours, which suits statements, screenshots and anything you need in writing.

Write e-mail

Straight answer by phone

Call +64 9 957 5624 (NZST) for roughly a one-minute pick-up, the quickest route when a withdrawal is stuck or an account lock needs sorting out loud.

Call now

Local support

Reaching us from New Zealand

This table settles who answers, in which language, and who watches over them.

Reaching us

Local phone+64 9 957 5624

Support time zoneNZST

LanguagesEnglish, German, Finnish, Norwegian

Support e-mail[email protected]

Who watches

RegulatorMalta Gaming Authority, MGA/B2C/100/2015

Getting help

Gambling helpGambling Helpline New Zealand, The Problem Gambling Foundation, Multi-Venue Exclusion Programme

When You Need Help Fast

Keep these five things to hand and most questions get sorted in the first reply.

Your registered email address
The last four card digits
Any bonus code you used
Screenshots of the issue
Your account username

Five inboxes, one line each

Reach the desk that handles it first time

The right address for your question saves a forward and a lost day.

Account help

General support questions[email protected]

Document verification (KYC)[email protected]

Money matters

Deposits and withdrawals[email protected]

Everything else

Complaints and disputes[email protected]

Personal data and privacy requests[email protected]

Business and partnershipscontact_emails.business

Seeing It Through

Take Your Complaint Further

Reading this leaves you knowing exactly where a complaint goes and who reviews it at each stage.

You Hit A Snag

Start by writing to support with your account email, the date of the issue and any screenshots, so a person can pick up the thread without guessing.

What Reference Did You Get?

Ask for a reference number and note who replied; say plainly what outcome you want and give a reasonable window for a full answer.

Ask For The Next Level

If the reply falls short, tell the same support thread you wish to escalate, and a senior team member reviews both sides of the case.

After Us Comes The Regulator

Where escalation still leaves you unsatisfied, take the matter to the Malta Gaming Authority, quoting your case reference and our license number.

Checking Who Runs This

The Company Behind The Games

Reading this gives you the legal name, registration and regulator to check before you trust a site with money.

The Company

Legal NameFastpay Casino Ltd.

Company NumberC-67047 (Malta)

AddressTower Road, Sliema

The License

RegulatorMalta Gaming Authority

License NumberMGA/B2C/100/2015

Written Contact

Support Email[email protected]

Mid-conversation

Which detail does support need from me?

Most players arrive worried that support will ask for a password before it helps.

trustWhy does support want my email and not my password?+

Your registered email address is enough for support to find you, so there is no reason to share a password. A password never comes up in chat, on the phone line or in an email thread. Anyone requesting it is not acting for Fastpay Casino Ltd., and the conversation should end there.

trustWhat if I need help at 3am on a Sunday?+

A person answers at any hour, because the desk runs 24 hours a day, seven days a week in NZST. Christmas morning and a Tuesday lunchtime look the same on the roster, and the phone wait sits near one minute. Chat replies usually land inside five minutes.

trustWhen will my identity check be finished?+

Documents go through the checks in around forty-four hours from the moment a clear set lands. A blurry card photo or a proof of address with a folded corner stretches that, since the file goes back to you. Send all three together and the clock only starts once.

trustWhere do I go if support does not fix it?+

Go to [email protected] when a chat reply leaves you short, and set out what happened and what you asked for. The team reviews the trail and answers in writing. A dispute still open after that can go to the Malta Gaming Authority, the body that licenses Fastpay Casino Ltd.

trustWhat happens when I ask for my data copy?+

Ask [email protected] and a copy of what the casino holds on you comes back in plain form. A deletion request lands in the same inbox, though records tied to payments or licensing duties may have to stay. Each ask gets a written reply.

Know Before You Wait

How Long Until Someone Answers?

These timings tell you how long each channel takes so you pick the one that fits your wait.

Live Chat

Live Chat Hours24 hours a day, 7 days a week

Chat First Reply5 minutes

Time ZoneNZST

E-mail

E-mail Address[email protected]

E-mail Reply12 hours

Phone

Phone Number+64 9 957 5624

Phone Wait1 minute