At FatPirate Casino, we believe that great service is just as important as a great gaming experience. Whether you have a question about your account, a payment, or simply need some guidance, our support team is here to help. We take every query seriously and aim to resolve issues quickly, clearly, and with as little friction as possible for you.
How to Reach Our Support Team
We currently offer two direct ways to get in touch with us. Both channels are staffed by real people who know the platform inside out and are trained to handle everything from general questions to more complex account matters.
Live Chat
Live chat is the fastest way to reach us. You'll find the chat widget available directly on our website — simply click it to start a conversation. There's no queue system that sends you away; we connect you to a support agent as promptly as possible. This channel is best suited for:
- Account access issues
- Questions about bonuses and wagering requirements
- Deposit or withdrawal queries requiring a quick response
- General gameplay or technical questions
Email Support
For more detailed or document-related enquiries, email is the better route. It gives you the space to explain your situation fully, attach any relevant screenshots or files, and receive a thorough written response. Email is particularly useful when your query involves transaction records, verification documents, or formal requests. You can reach our team by using the contact form on our website or via the support email address listed in your account area.
We do not currently offer telephone or social media support. We want to be upfront about that rather than point you somewhere we can't actually help you.
Open Live Chat — we're ready when you are.
Operating Hours and Expected Response Times
Our support team operates 24 hours a day, 7 days a week — including weekends and bank holidays. There is no cut-off point. Whenever you need us, someone is available.
That said, response times do vary depending on the channel you use:
- Live chat: Responses are typically near-immediate. During busier periods, there may be a brief wait, but we aim to connect you with an agent within a few minutes.
- Email: We aim to respond to all email queries within 24 hours. More complex cases that require investigation — such as those involving payment records or account history — may take a little longer, but we will always acknowledge your message and keep you informed of progress.
If you contact us and don't receive a response within the timeframe above, we'd encourage you to follow up via live chat so we can look into it straight away.
Before You Contact Us: What to Have Ready
To help us resolve your issue as efficiently as possible, it's worth taking a moment to gather a few key details before reaching out. Having this information to hand means we can get straight to the point rather than going back and forth.
Depending on the nature of your query, you may want to prepare:
- Your registered email address or username — so we can locate your account quickly
- A description of the issue — include when it happened and any steps you took before the problem occurred
- Transaction details — if your query relates to a deposit or withdrawal, note the amount, date, and payment method used (e.g. Visa, Mastercard, or bank transfer)
- Screenshots or attachments — particularly useful for payment discrepancies or technical errors
- Any error messages — copy or screenshot the exact wording if you've encountered one
We genuinely value your time, and a little preparation on your end helps our team help you faster. Our FAQ section may also answer common questions without the need to contact us directly.
Visit Our FAQ Section for quick answers to the most common queries.
Filing a Formal Complaint or Dispute
We aim to resolve every issue at the first point of contact, but we understand that isn't always possible. If you feel your concern hasn't been addressed to a satisfactory standard, you have the right to escalate it.
Internal Escalation
Start by requesting that your case be escalated to a senior member of our support team or to our management team. Please do this in writing via email so that there is a clear record of your complaint, the outcome you're seeking, and any relevant evidence. We will acknowledge your escalation and provide a formal response.
External Escalation
FatPirate Casino operates under a licence issued in Costa Rica. If you remain unsatisfied after exhausting our internal complaints process, you may choose to seek further recourse through the appropriate channels in that jurisdiction. We recommend retaining all written correspondence with our team as supporting documentation should you need to refer to it externally.
We take all formal complaints seriously and we commit to handling them transparently and in good faith.
Corporate and Licensing Information
FatPirate Casino is operated under a licence granted in Costa Rica. We are committed to conducting our business in a responsible, transparent, and lawful manner. Our licensing details are available upon request and are provided to any player who asks for them as part of our commitment to openness.
If you require any formal documentation relating to our operating company or regulatory standing — whether for personal records or as part of a dispute — please contact our support team directly and we will provide what we can within the scope of our obligations.