We are here round the clock
Getting an answer should never be the hard part of your session. Our support desk runs 24 hours a day, every day of the year, in English, French, Spanish and Italian, and this page tells you exactly which channel to use and how long each one takes.
Talk to us round the clock
Live chat, open 24/7
Open the chat bubble in the bottom right corner of any page on fresh-bet.org.uk, on desktop or mobile, and type your question. A real agent joins within 2 minutes on average, day or night. Chat keeps the full transcript in your account so you can reopen a conversation instead of explaining your case twice.
We do not run a phone line. Every query is handled in writing, which keeps a record you can refer back to and lets us attach screenshots or reference numbers directly to your case.
| Channel | Where to find it | Availability | Typical response |
|---|---|---|---|
| Live chat | Chat bubble, bottom right of every page | 24 hours, 7 days a week | Under 2 minutes |
| [email protected] | Monitored 24/7 | Within 12 hours | |
| Responsible gambling team | Ask live chat to transfer you | 24/7 | Under 5 minutes to transfer |
| Press and partnerships | [email protected] | Business days | Within 2 working days |
Email for anything with attachments
Send documents, payment screenshots or long account histories to [email protected] from the email address registered on your Freshbet Casino account. Emails from an unregistered address are answered, but we can only discuss account details after we verify ownership, so writing from the right inbox saves you a round trip. Include your username and, where relevant, the transaction ID from your history page.
What we handle daily
Account, verification and payments
Verification is the single biggest source of questions we receive. Before your first withdrawal we ask for ID, proof of address and payment method verification, and our team processes submissions within 48 hours. If a document is rejected, the agent tells you which field failed and why, so you can re-upload a corrected version the same day.
On the payments side, withdrawals take 0 to 24 hours, crypto withdrawals are processed within 1 hour, and the daily cap is £5,000 with no fees on our side. When you contact us about a payment, have the amount, method and time ready and we trace it in one pass.
- Account access, login issues and profile changes
- KYC document checks and rejections, resolved within 48 hours
- Deposits of £20 or more not credited, across 18 payment methods including Visa Debit, Trustly, Apple Pay and Bitcoin
- Withdrawals within the 0 to 24 hour window, or crypto within 1 hour
- Bonus questions: the 100% up to £450 welcome offer with 25 free spins, code FRESH100, its 40x wager, 30 day validity and the weekly 15% cashback
- Technical faults: a game not loading, an interrupted spin on iOS or Android, or a sportsbook bet not settling
- VIP club questions: tier benefits, cashback up to 20%, personal account managers and higher limits
Responsible gambling support
Ask any agent for the responsible gambling team and you are transferred within 5 minutes. We set deposit limits, loss limits and session reminders on the spot, apply a time-out, or guide you through self-exclusion via GAMSTOP. Our agents also share direct links to GamCare and BeGambleAware when you want independent advice, and these requests are always handled discreetly in a separate chat thread.
Check these before writing
Two minutes that save you two hours
Most answers already sit in your account, and agents resolve the rest faster when you arrive prepared. Run through this short list before you open the chat window.
One timing note: because withdrawals complete within 24 hours and crypto within 1 hour, a withdrawal shown as pending is simply still inside that window. If it has been longer than 24 hours, contact us with the transaction ID and we escalate immediately.
- Open the FAQ page first: bonus wagering, minimum deposits of £20 and verification steps are covered there in full.
- Check the KYC status in your profile: a badge showing pending means documents are still inside the 48 hour processing window.
- Look at your transaction history for the payment in question and note the amount, method and timestamp.
- Confirm you used a bonus code correctly, for example FRESH100 entered with a qualifying deposit of £20 or more.
- Try the game once more in another browser, or clear your cache, before reporting a technical fault.
- Write to us from the email address registered on your account so verification takes one step instead of three.
Formal letters and press
Who is behind the site
Freshbet Casino is operated by Fresh Gaming Ltd, registered in Malta and licensed by the Malta Gaming Authority under number MGA/B2C/482/2020, having launched in 2020. For formal correspondence, including licence queries and complaints you want documented, write to [email protected] with Formal complaint in the subject line; we log these separately and respond in writing.
Journalists, streamers and affiliate partners should use [email protected] rather than the player desk. That inbox reaches our partnerships team directly, and we reply within 2 working days with media kits, brand assets or commission terms for our affiliate programme.
Frequently asked questions
How quickly does live chat answer?
A real agent joins the chat in under 2 minutes on average, 24 hours a day, 7 days a week, in English, French, Spanish and Italian.
Can I call Freshbet Casino by phone?
No. We handle everything in writing through live chat and [email protected] so every answer is documented and you can reopen the transcript at any time.
Which email address should I use for withdrawal questions?
Write to [email protected] from the email registered on your account, including the amount, payment method and transaction ID. Withdrawals complete within 24 hours, and crypto within 1 hour.
Can I get support in another language?
Yes. Live chat and email support operate in English, French, Spanish and Italian around the clock; simply write in your preferred language.