Contact Us

Contact Fresh Casino - Fresh Casino (Canada)

If you need assistance while using the Fresh Casino services available via the official Canadian-facing domain freshbet-ca.com, you can reach our support team through the secure contact form below. Provide your name, a valid email address or messenger contact, and a clear description of your request so that our team can review your inquiry and respond efficiently.

We aim to reply to all inquiries within one business day. However, response times may vary depending on the volume and complexity of requests. For faster assistance, you may use the live chat feature on freshbet-ca.com. Our customer support team is generally available 24/7 to help you with account questions, technical issues, payment-related requests, and responsible gambling tools, subject to scheduled maintenance or unforeseen service interruptions.

Main Contact Channels

Customer support email (primary): [email protected] - for general support, account questions, technical issues, and responsible gambling assistance.
Official website (Canada-facing): https://freshbet-ca.com - access to live chat, account management, and all games and services operated under the Fresh Casino brand for Canadian players (excluding Ontario).
Key legal and policy documents:
- Terms and Conditions
- Bonus Terms and Conditions
- Privacy Policy and Cookies Information
- AML and KYC Policy
- Responsible Gaming Policy and Self-Exclusion

Corporate and Licensing Information

Fresh Casino, accessible via freshbet-ca.com, is operated by Galaktika N.V., a company registered and established under the laws of Curaçao. Certain payment and processing services may be provided by a related company incorporated in Cyprus.

Operator: Galaktika N.V., a Curaçao limited liability company (N.V.)
Registered address (operator and legal address): Scharlooweg 39, Willemstad, Curaçao
Company registration number (Curaçao): 140803
Payment processing subsidiary: Unionstar Limited, Agias Fylaxeos & Zinonos Rossidi 2, 1st Floor, 3082 Limassol, Cyprus
Company registration number (Cyprus): HE 356131
Gaming licence: Antillephone N.V. sub-licence 8048/JAZ2016-050, issued under the authority of the Government of Curaçao and valid for online casino and related gambling services. This licence remains active and valid during the transition of the Curaçao licensing framework to the Curaçao Gaming Control Board (GCB) regime, as of 2026.

Regional compliance note for Canada: The services provided via freshbet-ca.com are offered on an offshore basis under Curaçao law and are primarily intended for players in Canada outside the regulated Ontario market. The operator does not hold a licence issued by the Alcohol and Gaming Commission of Ontario (AGCO). It is your responsibility to ensure that accessing and using online gambling services is lawful in your specific province or territory.

Using the Contact Form

Identify your request: Before submitting the form, prepare a short but clear description of your question or issue (for example, account verification, deposit or withdrawal query, bonus clarification, technical problem, or responsible gambling tools such as limits or self-exclusion).
Provide accurate contact details: Enter a valid email address or messenger contact that you actively use. Our support team will rely on this information to contact you, so incorrect or incomplete details may delay or prevent a response.
Include necessary information: Without sharing your password or full payment details, you may include your account ID, the approximate date and time of the incident, relevant transaction identifiers, and screenshots (where possible, via follow-up email) to help us review your case more efficiently.
Submit and monitor replies: After sending your message through the form, please check the inbox and spam folder of the email address you have provided. Responses are generally sent within one business day, but may take longer for complex issues or during peak periods.

What We Can Help You With

Account and verification (KYC): Assistance with registration, login issues, profile updates, identity verification, and document submission or clarification in line with the Anti-Money Laundering (AML) and Know Your Customer (KYC) policies.
Payments and transactions: Questions regarding deposits, withdrawals, payment methods, delays, or transaction status. For security reasons, we may request additional verification before providing detailed information or processing changes.
Bonuses and promotions: Clarification of bonus conditions, wagering requirements, promotion eligibility, or disputes regarding bonus use, subject to the applicable Bonus Terms and Conditions.
Technical issues: Reporting website errors, game interruptions, problems with displaying content, or other technical malfunctions encountered while using freshbet-ca.com.
Responsible gambling and self-exclusion: Information about deposit, loss, or session limits, cooling-off periods, self-exclusion options, and referrals to independent support services for problem gambling in Canada.

Dispute Handling and Escalation

Initial contact with support: If you believe a mistake has occurred with respect to your account, a transaction, a game result, or the application of a promotion, you should first contact customer support using the form below or via [email protected]. Provide all relevant details so that we can review your case thoroughly.
Internal review: Our team will investigate your complaint in accordance with our internal procedures and applicable Terms and Conditions. You may be asked for additional information or documents. We will aim to provide you with a reasoned response within a reasonable period of time, typically within 14 days, depending on the complexity of the case.
Further steps: If you are not satisfied with the outcome of our internal review, you may have the option to escalate your complaint to an independent body or to seek advice from legal counsel in your jurisdiction. Information about dispute resolution mechanisms, where available, is set out in our Terms and Conditions and may vary depending on the applicable law and your place of residence.

Privacy and Data Protection

Any personal data you provide through this contact form or via email will be processed in accordance with our Privacy Policy. Your information will be used solely for:

Identifying you and your account (where applicable);
Responding to your questions and resolving your requests;
Complying with legal and regulatory obligations, including AML and KYC requirements;
Improving the quality and security of our services.

You should not include sensitive payment card data (full card numbers, CVV codes) or your password in the text of your message. If such information is needed for verification, our support team will provide you with secure instructions on how to submit it. To understand your rights regarding access, rectification, restriction, or deletion of your personal data, please consult the Privacy Policy linked above.

Responsible Gambling and Support in Canada

Fresh Casino, operated via freshbet-ca.com, promotes responsible entertainment and does not encourage excessive or underage gambling. If you are located in Canada and feel that gambling is causing you harm, we strongly encourage you to seek support. In addition to contacting our support team for self-exclusion or limits, you may also consult independent organizations and helplines operating in your province or territory (for example, provincial health services, problem gambling hotlines, or counselling services). Further information about available tools and external resources is provided in our Responsible Gaming Policy.

Important notice (Canada, 2026): Online gambling regulations in Canada continue to develop, and requirements may differ between provinces and territories. The availability of our services, and certain methods of contacting us, may change to reflect legal or regulatory updates. We recommend that you consult the latest version of our Terms and Conditions and related policies, as updated on the official website, before engaging in real-money play.