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How to reach our support team
Questions happen. We answer them.
The quickest way to talk with us is live chat, available directly inside your account window. A member of our team can look into deposits, bonus balances and account settings in real time. Prefer to write it all out? Email works well for anything that needs screenshots or documents, and we reply during our published support hours.
We operate under licence number 00966 issued by the Kahnawake Gaming Commission, and our team handles every request from Canadian players aged 19 and over.
What to include for a fast reply
Help us help you quickly. Before you send a message, gather a few details so we aren't stuck asking follow-up questions.
- The email address and username registered to your account.
- A clear description of what happened, and when.
- Any transaction reference, bonus name or error message you saw.
- Screenshots, where they make the problem obvious.
Never share your full password or card number in a chat or email. We will never ask for it that way, so treat any such request as a warning sign.
Complaints and escalation
Didn't get the answer you hoped for? Raise it with our support team first, and reference any earlier ticket number so we can trace the history. Most issues are resolved at this stage.
If we can't reach agreement, you may escalate the matter to the Kahnawake Gaming Commission, the authority that oversees our licence. For questions about how we handle your personal information, see our Privacy Policy, and review the account rules in our Terms and Conditions before you file.
Verification (KYC) requests
Identity checks keep accounts safe. At some point — usually before a withdrawal — we may ask you to confirm who you are. This is a standard regulatory step, not a hurdle aimed at you personally.
You'll typically be asked for a government-issued photo ID, proof of address dated within the last three months, and confirmation of the payment method you used. Upload clear, uncropped copies. Blurry edges or cut-off corners are the single most common cause of delay. Have a question about which document fits? Ask us in chat first and we'll guide you.
Gambling should stay fun
If play stops feeling like entertainment, pause and reach out. You can set limits or take a break through your account, and our tools are explained on our Responsible Gambling page.
Need to talk to someone outside of FreddyVegas? ConnexOntario offers free, confidential support, day or night, at 1-866-531-2600. More Canadian resources are listed at responsiblegambling.org.
Frequently Asked Questions
How do I contact FreddyVegas support?
- Use live chat inside your account for the fastest response, or send us an email for anything involving documents or screenshots. Our team replies during published support hours.
Why was I asked to verify my identity?
- Verification is a standard regulatory requirement, usually triggered before a withdrawal. We ask for a photo ID, recent proof of address and confirmation of your payment method.
How long does a reply take?
- Live chat is handled in real time during support hours. Email responses depend on volume and whether we need extra documents from you, so including full details upfront speeds things up.
What should I do if I'm unhappy with a decision?
- Raise it with our support team first and quote your ticket number. If it stays unresolved, you may escalate to the Kahnawake Gaming Commission, which regulates our licence.
Where can I get help with gambling?
- Canadian players can call ConnexOntario free at 1-866-531-2600, or visit responsiblegambling.org for additional support services.